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Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as IVR systems are more intelligent than many predictive dialer systems.
Scope of the Report:
This report studies the Interactive Voice Response (IVR) market status and outlook of Global and major regions, from angles of players, countries, product types and end industries; this report analyzes the top players in global market, and splits the Interactive Voice Response (IVR) market by product type and applications/end industries.
North America contributed significantly to the growth of the overall interactive voice response market in 2017. However, the IVR market in Asia Pacific (APAC) is expected to grow at the highest CAGR during the forecast period owing to the rising number of new small and medium enterprises (SMEs) and large enterprises in this region. The presence of a huge end-user base in advanced economies such as Japan and South Korea, and the growing demand for enhanced customer service and a higher level of customer interaction is also expected to fuel the growth of the IVR market in this region.
The global Interactive Voice Response (IVR) market is valued at xx million USD in 2017 and is expected to reach xx million USD by the end of 2023, growing at a CAGR of xx% between 2017 and 2023.
The Asia-Pacific will occupy for more market share in following years, especially in China, also fast growing India and Southeast Asia regions.
North America, especially The United States, will still play an important role which cannot be ignored. Any changes from United States might affect the development trend of Interactive Voice Response (IVR).
Europe also play important roles in global market, with market size of xx million USD in 2017 and will be xx million USD in 2023, with a CAGR of xx%.
Market Segment by Companies, this report covers
inContact
Nuance
Genesys Telecommunication Laboratories
8x8
AT&T
Avaya
Aspect Software Parent
24/7 Customer
Verizon Communications
Five9
Cisco Systems
Convergys
West Corporation
IVR Lab
NewVoiceMedia
Market Segment by Regions, regional analysis covers
North America (United States, Canada and Mexico)
Europe (Germany, France, UK, Russia and Italy)
Asia-Pacific (China, Japan, Korea, India and Southeast Asia)
South America (Brazil, Argentina, Colombia)
Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa)
Market Segment by Type, covers
Speech Based
Touch-tone Based
Market Segment by Applications, can be divided into
BFSI
Travel and Hospitality
Pharma and Healthcare
Telecommunications
Government and Public Sector
Transportation and Logistics
ITES
Media, Retail, and E-commerce
Education
The base year for the study has been considered 2019, historic year 2014 and 2018, the forecast period considered is from 2020 to 2027. The regions analyzed for the market include North America, Europe, South America, Asia Pacific, and Middle East and Africa. These regions are further analyzed at the country-level. The study also includes attractiveness analysis of type, application and regions which are benchmarked based on their market size, growth rate and attractiveness in terms of present and future opportunity for understanding the future growth of the market.
Market is segmented on the basis:
The report offers in-depth analysis of driving factors, opportunities, restraints, and challenges for gaining the key insight of the market. The report emphasizes on all the key trends that play a vital role in the enlargement of the market from 2019 to 2026.
The report provides company profile of the key players operating in the market and a comparative analysis based on their business overviews industry offering, segment market share, regional presence, business strategies, innovations, mergers & acquisitions, recent developments, joint venture, collaborations, partnerships, SWOT analysis, and key financial information.
Table of Contents
1 Interactive Voice Response (IVR) Market Overview
1.1 Product Overview and Scope of Interactive Voice Response (IVR)
1.2 Classification of Interactive Voice Response (IVR) by Types
1.2.1 Global Interactive Voice Response (IVR) Revenue Comparison by Types (2017-2023)
1.2.2 Global Interactive Voice Response (IVR) Revenue Market Share by Types in 2017
1.2.3 Speech Based
1.2.4 Touch-tone Based
1.3 Global Interactive Voice Response (IVR) Market by Application
1.3.1 Global Interactive Voice Response (IVR) Market Size and Market Share Comparison by Applications (2013-2023)
1.3.2 BFSI
1.3.3 Travel and Hospitality
1.3.4 Pharma and Healthcare
1.3.5 Telecommunications
1.3.6 Government and Public Sector
1.3.7 Transportation and Logistics
1.3.8 ITES
1.3.9 Media, Retail, and E-commerce
1.3.10 Education
1.4 Global Interactive Voice Response (IVR) Market by Regions
1.4.1 Global Interactive Voice Response (IVR) Market Size (Million USD) Comparison by Regions (2013-2023)
1.4.1 North America (USA, Canada and Mexico) Interactive Voice Response (IVR) Status and Prospect (2013-2023)
1.4.2 Europe (Germany, France, UK, Russia and Italy) Interactive Voice Response (IVR) Status and Prospect (2013-2023)
1.4.3 Asia-Pacific (China, Japan, Korea, India and Southeast Asia) Interactive Voice Response (IVR) Status and Prospect (2013-2023)
1.4.4 South America (Brazil, Argentina, Colombia) Interactive Voice Response (IVR) Status and Prospect (2013-2023)
1.4.5 Middle East and Africa (Saudi Arabia, UAE, Egypt, Nigeria and South Africa) Interactive Voice Response (IVR) Status and Prospect (2013-2023)
1.5 Global Market Size of Interactive Voice Response (IVR) (2013-2023)
2 Manufacturers Profiles
2.1 inContact
2.1.1 Business Overview
2.1.2 Interactive Voice Response (IVR) Type and Applications
2.1.2.1 Product A
2.1.2.2 Product B
2.1.3 inContact Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.2 Nuance
2.2.1 Business Overview
2.2.2 Interactive Voice Response (IVR) Type and Applications
2.2.2.1 Product A
2.2.2.2 Product B
2.2.3 Nuance Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.3 Genesys Telecommunication Laboratories
2.3.1 Business Overview
2.3.2 Interactive Voice Response (IVR) Type and Applications
2.3.2.1 Product A
2.3.2.2 Product B
2.3.3 Genesys Telecommunication Laboratories Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.4 8x8
2.4.1 Business Overview
2.4.2 Interactive Voice Response (IVR) Type and Applications
2.4.2.1 Product A
2.4.2.2 Product B
2.4.3 8x8 Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.5 AT&T
2.5.1 Business Overview
2.5.2 Interactive Voice Response (IVR) Type and Applications
2.5.2.1 Product A
2.5.2.2 Product B
2.5.3 AT&T Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.6 Avaya
2.6.1 Business Overview
2.6.2 Interactive Voice Response (IVR) Type and Applications
2.6.2.1 Product A
2.6.2.2 Product B
2.6.3 Avaya Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.7 Aspect Software Parent
2.7.1 Business Overview
2.7.2 Interactive Voice Response (IVR) Type and Applications
2.7.2.1 Product A
2.7.2.2 Product B
2.7.3 Aspect Software Parent Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.8 24/7 Customer
2.8.1 Business Overview
2.8.2 Interactive Voice Response (IVR) Type and Applications
2.8.2.1 Product A
2.8.2.2 Product B
2.8.3 24/7 Customer Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.9 Verizon Communications
2.9.1 Business Overview
2.9.2 Interactive Voice Response (IVR) Type and Applications
2.9.2.1 Product A
2.9.2.2 Product B
2.9.3 Verizon Communications Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.10 Five9
2.10.1 Business Overview
2.10.2 Interactive Voice Response (IVR) Type and Applications
2.10.2.1 Product A
2.10.2.2 Product B
2.10.3 Five9 Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.11 Cisco Systems
2.11.1 Business Overview
2.11.2 Interactive Voice Response (IVR) Type and Applications
2.11.2.1 Product A
2.11.2.2 Product B
2.11.3 Cisco Systems Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.12 Convergys
2.12.1 Business Overview
2.12.2 Interactive Voice Response (IVR) Type and Applications
2.12.2.1 Product A
2.12.2.2 Product B
2.12.3 Convergys Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.13 West Corporation
2.13.1 Business Overview
2.13.2 Interactive Voice Response (IVR) Type and Applications
2.13.2.1 Product A
2.13.2.2 Product B
2.13.3 West Corporation Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.14 IVR Lab
2.14.1 Business Overview
2.14.2 Interactive Voice Response (IVR) Type and Applications
2.14.2.1 Product A
2.14.2.2 Product B
2.14.3 IVR Lab Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
2.15 NewVoiceMedia
2.15.1 Business Overview
2.15.2 Interactive Voice Response (IVR) Type and Applications
2.15.2.1 Product A
2.15.2.2 Product B
2.15.3 NewVoiceMedia Interactive Voice Response (IVR) Revenue, Gross Margin and Market Share (2016-2017)
3 Global Interactive Voice Response (IVR) Market Competition, by Players
3.1 Global Interactive Voice Response (IVR) Revenue and Share by Players (2013-2018)
3.2 Market Concentration Rate
3.2.1 Top 5 Interactive Voice Response (IVR) Players Market Share
3.2.2 Top 10 Interactive Voice Response (IVR) Players Market Share
3.3 Market Competition Trend
4 Global Interactive Voice Response (IVR) Market Size by Regions
4.1 Global Interactive Voice Response (IVR) Revenue and Market Share by Regions
4.2 North America Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
4.3 Europe Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
4.4 Asia-Pacific Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
4.5 South America Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
4.6 Middle East and Africa Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
5 North America Interactive Voice Response (IVR) Revenue by Countries
5.1 North America Interactive Voice Response (IVR) Revenue by Countries (2013-2018)
5.2 USA Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
5.3 Canada Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
5.4 Mexico Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
6 Europe Interactive Voice Response (IVR) Revenue by Countries
6.1 Europe Interactive Voice Response (IVR) Revenue by Countries (2013-2018)
6.2 Germany Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
6.3 UK Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
6.4 France Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
6.5 Russia Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
6.6 Italy Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
7 Asia-Pacific Interactive Voice Response (IVR) Revenue by Countries
7.1 Asia-Pacific Interactive Voice Response (IVR) Revenue by Countries (2013-2018)
7.2 China Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
7.3 Japan Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
7.4 Korea Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
7.5 India Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
7.6 Southeast Asia Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
8 South America Interactive Voice Response (IVR) Revenue by Countries
8.1 South America Interactive Voice Response (IVR) Revenue by Countries (2013-2018)
8.2 Brazil Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
8.3 Argentina Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
8.4 Colombia Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
9 Middle East and Africa Revenue Interactive Voice Response (IVR) by Countries
9.1 Middle East and Africa Interactive Voice Response (IVR) Revenue by Countries (2013-2018)
9.2 Saudi Arabia Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
9.3 UAE Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
9.4 Egypt Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
9.5 Nigeria Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
9.6 South Africa Interactive Voice Response (IVR) Revenue and Growth Rate (2013-2018)
10 Global Interactive Voice Response (IVR) Market Segment by Type
10.1 Global Interactive Voice Response (IVR) Revenue and Market Share by Type (2013-2018)
10.2 Global Interactive Voice Response (IVR) Market Forecast by Type (2018-2023)
10.3 Speech Based Revenue Growth Rate (2013-2023)
10.4 Touch-tone Based Revenue Growth Rate (2013-2023)
11 Global Interactive Voice Response (IVR) Market Segment by Application
11.1 Global Interactive Voice Response (IVR) Revenue Market Share by Application (2013-2018)
11.2 Interactive Voice Response (IVR) Market Forecast by Application (2018-2023)
11.3 BFSI Revenue Growth (2013-2018)
11.4 Travel and Hospitality Revenue Growth (2013-2018)
11.5 Pharma and Healthcare Revenue Growth (2013-2018)
11.6 Telecommunications Revenue Growth (2013-2018)
11.7 Government and Public Sector Revenue Growth (2013-2018)
11.8 Transportation and Logistics Revenue Growth (2013-2018)
11.9 ITES Revenue Growth (2013-2018)
11.10 Media, Retail, and E-commerce Revenue Growth (2013-2018)
11.11 Education Revenue Growth (2013-2018)
12 Global Interactive Voice Response (IVR) Market Size Forecast (2018-2023)
12.1 Global Interactive Voice Response (IVR) Market Size Forecast (2018-2023)
12.2 Global Interactive Voice Response (IVR) Market Forecast by Regions (2018-2023)
12.3 North America Interactive Voice Response (IVR) Revenue Market Forecast (2018-2023)
12.4 Europe Interactive Voice Response (IVR) Revenue Market Forecast (2018-2023)
12.5 Asia-Pacific Interactive Voice Response (IVR) Revenue Market Forecast (2018-2023)
12.6 South America Interactive Voice Response (IVR) Revenue Market Forecast (2018-2023)
12.7 Middle East and Africa Interactive Voice Response (IVR) Revenue Market Forecast (2018-2023)
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Data Source
List of Tables and Figures
Figure Interactive Voice Response (IVR) Picture
Table Product Specifications of Interactive Voice Response (IVR)
Table Global Interactive Voice Response (IVR) and Revenue (
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