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Interactive Voice Response (IVR) Market To Grow To $2.7 Billion By 2011

6/9/2009

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West Orange, N.J. – June 9, 2009 – DMG Consulting LLC, the leading provider of contact center and real-time analytics research, market analysis, business strategy, operations, and technology consulting services, has published its inaugural Hosted/Managed Service IVR Market Report. This is the most comprehensive, in-depth and timely guide to this high-value and fast-growing sector.

The recession has sped up the pace of adoption and infused momentum into the hosted/managed service IVR market. After years of relative quiet, the IVR market is now attracting a lot of attention and investment dollars. Sales of IVRs are growing rapidly based on the strength of new applications, rapid deployments and product innovation from a range of highly competitive hosted/managed service providers. DMG projects a 4-year CAGR of 13.4% for the hosted/managed-inbound IVR sector and 18.7% for the outbound IVR segment. Sales of premise-based IVR solutions are expected to decline over the same period. Organizations of all types – companies large and small, governments, higher education, non-profits, etc. – that previously bypassed hosted/managed service IVR offerings are not only considering these offerings, but making commitments.

“Self-service IVR solutions are important for enterprises in good times and become critical when budgets are tight, because they are highly effective in automating interactions that do not require the cognitive capabilities of live agents,” says Donna Fluss, President of DMG Consulting. “Many of the hosted/managed service IVR providers have come to market with inbound and outbound offerings that are highly responsive to the economic and technical challenges of their customers and this is speeding up the pace of adoption.”

DMG’s Hosted/Managed Service IVR Market Report is the most comprehensive guide to the hosted/managed service IVR technology market. The Report thoroughly addresses both inbound and outbound IVR sectors and related applications. It examines leading and contending vendors, their offerings, underlying technology, functionality, market share, projections, pricing, benefits, return on investment (ROI), trends, challenges and planned investments. The Report gives IT and contact center decision-makers the technical, functional, financial and pricing information they need to select the best solution and to negotiate terms that will enable them to succeed with their IVR initiatives.

This Report provides in-depth coverage of seven leading hosted/managed service providers: Contact Solutions, Nuance, Prairie Interactive Messaging, Tellme, TuVox, Voxify and West Interactive. Some of these players are well known and others just starting to get the market recognition they deserve. This Report also addresses all of the other competitors in this sector.

To learn more about DMG’s Hosted/Managed Service IVR Market Report or to order a copy, go to www.dmgconsult.com, or contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers and analytics. We are a strategic advisor to contact centers and vendors, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We help managers optimize the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. And, we assist vendors in developing products and services that deliver differentiated innovation and benefits that suit the current and future needs of end users.

DMG Consulting is the leading provider of contact center and analytics industry research. Our reports cover many sectors, including: Hosted Contact Center Infrastructure, Interactive Voice Response Systems, Contact Center Analytics, Quality Management/Liability Recording, Speech Analytics, Performance Management, Surveying, Workforce Management, and Contact Center Outsourcing.



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