Outbound IVR Services to Increase Nearly 250 Percent by 2013

<p><strong>London &mdash; Aug. 14</strong><br />A new report by independent market analyst Datamonitor reveals the North American market for hosted outbound integrated voice response (IVR) services is set to more than double from an estimated $213 million in 2008 to $524 million by 2013. <br /><br />Outbound IVR is the next-generation contact-center technology used for automated, phone-based outbound communications. The report, &ldquo;Hosted Speech and Outbound IVR Services,&rdquo; explains that the global market is shifting toward a more personalized, directed method of enterprise communication with customers. At the same time, enterprises are looking for ways to maintain an increased level of communication with customers while controlling costs.<br /> <br />Outbound IVR originates and executes outbound calls with customers. Today, outbound IVR is used primarily for proactive communications, allowing enterprises to reach out to customers through outbound-call campaigns that use a combination of prerecorded messages or text-to-speech (TTS) and interactive DTMF (dual tone multiple-frequency, e.g., touch-tone) and/or speech recognition applications. </p><p>Speech recognition and DTMF are used as the primary interfaces and can verify customer details, complete transactions and help route calls to a live customer-service agent. <br /> <br /><strong>Outbound IVR Market in Early Stage</strong><br />According to Datamonitor, spending on hosted outbound IVR services in North America will increase at a compounded annual growth rate of 20 percent during the next five years as more firms leverage outbound communications to reduce costs and improve customer satisfaction. <br /><br />Some of the early adopters for outbound IVR services include financial services organizations &mdash; for debt collections…



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