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SUMMARY
Abstract
Introduction
The market for hosted and premise-based managed speech and DTMF services continues to gain traction as more customers demand deployment flexibility and quicker ROI.
Scope of this report
- Coverage of the four major deployment models for hosted and premise-based managed speech services.
- Datamonitor's strategic recommendations for enterprises and service providers, currently engaged in or evaluating speech recognition solutions.
Discussion of the true impact of the Voice-XML open standard in hosted and managed speech services delivery.
Research and analysis highlights
Business needs are constantly changing in the face of regulatory, competitive, industry and customer-driven events. As a result, organizations need the ability to quickly introduce new products and services and terminate existing products and services according to shifting patterns in the market.
Key reasons to read this report
- Understand the underlying technology trends that are helping create a market more suitable for hosted and premise-based managed speech services.
- Learn of the three stages of evolution in the contact center and IVR.
TABLE OF CONTENTS
Table of Contents
- DATAMONITOR VIEW
- CATALYST
- SUMMARY
- METHODOLOGY
- ANALYSIS
- Evolving infrastructure and growing support, endorsementand adoption of
Voice-XML
- The changing contact center and evolving IVR platform
- Gradual adoption of the IMS framework among serviceproviders
- The impact of evolving infrastructure in the hostedspeech market
- Long-term IT strategy alignment around IVR deploymentflexibility
- Increasing acceptance of the Software as a Service (SaaS)model for
speech services
- SaaS is gaining traction in the voice business market
- ACTIONS
- APPENDIX
- Definitions
- ASR (automatic speech recognition)
- Applications
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- Open standards
- Platform
- Voice-XML
- Further reading
- Ask the analyst
- List of Figures
- Figure 1: The changing contact center
- Figure 2: Uptake of speech solutions across differentdeployment models,
2006-2012
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