An IVR system is a telephony-based technology used to automate customer-centric business processes for handling customer calls. IVR systems automate inbound call processing by retrieving information.IVR systems process phone calls and play voice messages that were recorded previously. They redirect calls to service agents and provide callers with real-time data from database.

PART 01: Executive summary 5

PART 02: Scope of the report 17

PART 03: Research Methodology 22

PART 04: Introduction 25

Key market highlights 25

PART 05: Market landscape 27

Market overview 27

Standards for using IVR systems 28

PART 06: Market size and forecast 29

Market size and forecast 29

PART 07: Market segmentation by deployment model 31

Market segmentation by deployment model 31

PART 08: Market segmentation by end-user 35

Market overview 35

BFSI 37

Healthcare 37

Hospitality 38

Others 38

PART 09: Market segmentation by technology 39

Market segmentation by technology 39

PART 10: Geographical segmentation 42

Geographical segmentation 42

Americas 43

EMEA 44

APAC 44

PART 11: Decision framework 45

PART 12: Drivers and challenges 47

Market drivers 48

Impact of drivers on key customer segments 50

Market challenges 51

Impact of challenges on key customer segments 53

PART 13: Market trends 54

Rise in use of multi-channel and multi-modal access 54

Incorporation of voice biometrics 54

Increased use of IP-based IVRs 55

Emergence of vertical-specific IVRs 56

PART 14: Buying criteria 57

Buying criteria 57

PART 15: Five forces analysis 59

Five forces analysis 59

PART 16: Vendor landscape 60

Competitive landscape 60

Other prominent vendors 62

PART 17: Key vendor profiles 64

Avaya 64

Cisco Systems 64

Convergys 65

Genesys 66

PART 18: Appendix 68

List of abbreviations 68

PART 19: Explore Technavio 70