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[September 8, 2005]

Research & Markets Brings Hosted Speech Into Context

By DAVID R. BUTCHER
Assistant Editor, Customer Interaction Solutions


As of today, Research and Markets offers a new study titled Voice as a Service: Understanding Trends In Hosted Speech.

The report contains interviews with more than 20 hosted speech providers, platform vendors and application vendors. The research firm gathered quantitative data regarding the number of installed base DTMF ports and speech ports in the North American hosted IVR market.

In the North American hosted IVR market in 2004, there were 947,000 installed base IVR ports; and of this figure, traditional IVR accounted for 85.3 percent, or 808,000 ports, while VoiceXML accounted for 14.7 percent, or 139,000 ports. At the end of 2004, revenues from the hosted and premise-based, managed IVR market in North America reached slightly more than $1.9 billion. As a result of its significant IVR footprint, traditional IVR accounted for the majority of revenue (78.2 percent). VoiceXML accounted for 21.8 percent of revenue.

Of course, the relatively high costs of speech in the past have discouraged and slowed many businesses from investing in such technologies. This is especially the case for smaller businesses, which lack the finances to purchase and take advantage of quality speech applications. As a result of this, a number of businesses have sought hosted applications to leverage speech technologys benefits without having to put forward the striking up-front costs for a speech solution. For these businesses, the hosted model can minimize cost, time and risk for the development, tuning and expansion required of speech applications.

In Research and Markets latest-added offering, the study includes such information as: at what rate the hosted speech market is growing in North America; the uptake for premise-based managed speech services; and the major North American providers in the hosted speech market.

Among some of the traditional hosted IVR providers and pure-play hosted speech providers recognized, the report looks at Convergys, IBM, Intervoice, Syntellect, West, BeVocal, Voxeo, AT&T, MCI and Qwest.

The new report looks at the chronological spectrum of the market: the past, revisiting previous voice business forecasts; the present, analyzing the current market and the competitive landscape; and the future, studying action points, capabilities and limitations both of and from speech-employing outcomes.

In addition to multiform vertical market distributions, and in offering a context of the market, the report looks at market drivers, trends and size; IVR ports and revenues; service segmentation; hosted versus premise-based information; and various breakdowns of services.

Further, Research and Markets new report analyzes customer acceptance of speech technology; and offers information about how to implement pay-per-performance pricing models as well as how to create partnerships with platform vendors, application vendors and systems integrators.

For more information visit http://www.researchandmarkets.com/reports/c23880.

David R. Butcher is Assistant Editor of Customer Interaction Solutions.

Speech Recognition



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