1.     Executive Summary
2.     Introduction
3.     DMG Consulting Research Methodology
        3.1     Report Participation Criteria
4.     IVR Market Overview
        4.1     State of the Hosted/Managed Service IVR Market
        4.2     2010 Hosted/Managed Service IVR Trends
        4.3     2010 Hosted/Managed Service IVR Challenges
5.     Benefits and Return on Investment of Hosted/Managed Service IVR Solutions
        5.1     Hosted/Managed Service Value Proposition
        5.2     Hosted/Managed Service IVR Cons
        5.3     Return on Investment
6.     IVR Competitive Landscape
        6.1     High-Level IVR Segmentation
        6.2     IVR Vendor Categories
        6.3     Outlook for the IVR Market
        6.4     Mergers and Acquisitions
        6.5     Partnerships
7.     IVR Service Delivery Models
        7.1     Vendor Definitions of Hosting and Managed Service
        7.2     DMG Consulting Service Delivery Definitions
8.     IVR Market Activity
9.     IVR Sector Revenue Analysis and Projections
        9.1     IVR Revenue Projections
        9.2     IVR Revenue Estimates for 2008 – 2012
10.   IVR Market Innovation
        10.1   New Product Features
        10.2   Enhancements Planned for the Next 12 Months
        10.3   What End Users Are Asking For
11.   Hosted/Managed Service IVR Offerings/Products
12.   High-Level Hosted/Managed Service IVR Capabilities
13.   Detailed Hosted/Managed Service IVR Capabilities
14.   Packaged Applications
15.   IVR Implementation Best Practices
        15.1   Hosted/SaaS Implementation and Support Capabilities
        15.2   Managed Service implementation and Support Capabilities
        15.3   Professional Services
16.   Improving the Performance of IVR Solutions
        16.1   IVR Optimization
        16.2   Getting Started
17.   The Future of Outbound and Proactive Care
        17.1   Outbound Solutions
        17.2   Outbound Notification
        17.3   Customer Service/Proactive Customer Care
18.   Vendor Snapshot
19.   Vendor Strategy and Positioning
20.   Vendor Go-to-Market Strategy
21.   Vendor Satisfaction Analysis
        21.1   Summary Level of Survey Findings and Analysis
        21.2   Detailed Survey Findings and Analysis
        21.3   Customer Background and Insight
                  21.3.1   Customer background
                  21.3.2   Customer insights
22.   Pricing
        22.1   Hosted/SaaS/Cloud Computing IVR Pricing Ranges
        22.2   Managed Service IVR Pricing Ranges
        22.3   Service Level Agreements
23.   Hosted/Managed Service IVR Technology
        23.1   Reporting
        23.2   Multi-Tenancy
        23.3   Virtualization
        23.4   Internet Protocol
        23.5   Security
        23.6   Data Back-Up and Contingency
24.   Company Reports
        24.1   Convergys
        24.2   Nuance
        24.3   Tellme Networks, Inc. (a Microsoft Company)
        24.4   USAN
        24.5   Vail Systems
        24.6   Verizon
Appendix: Hosted/Managed Service IVR Vendor Directory

Table of Figures

Figure 1:     Hosted/Managed Service IVR Market Trends
Figure 2:     Hosted/Managed Service IVR Market Challenges
Figure 3:     Hosted/Managed Service IVR Pros
Figure 4:     Hosted/Managed Service IVR Cons
Figure 5:     Hosted/Managed Service ROI by Vendor
Figure 6:     Hosted/Managed Service IVR Vendor Landscape
Figure 7:     Customer Experience Analytics
Figure 8:     Outlook for Hosted/Managed Service IVR Market
Figure 9:     Vendor Definitions of Hosting and Managed Service
Figure 10:   Service Delivery Models
Figure 11:   Market Activity
Figure 12:   2007 Total IVR Revenue and Share
Figure 13:   IVR Market Growth Projections, 2008 – 2012
Figure 14:   IVR Market Growth Projections Graph, 2008 – 2012
Figure 15:   IVR Market Revenue Projections, 2008 – 2012 (in millions)
Figure 16:   IVR Market Revenue Projections Graph, 2008 – 2012
Figure 17:   Total IVR Market Projections 2008 – 2012
Figure 18:   Percent of Revenue by IVR Sector 2008 – 2012
Figure 19:   Percent of IVR Revenue by Sector Graph, 2008 – 2012
Figure 20:   What End Users Want from Their Hosted/Managed Service IVRs
Figure 21:   Core Product Modules and Descriptions
Figure 22:   Add-On (Optional) Product Modules
Figure 23:   High-Level Functional Capabilities
Figure 24:   Detailed Product Analysis
Figure 25:   Packaged Applications
Figure 26:   Hosted Services Implementation & Support
Figure 27:   Managed Services Implementation & Support
Figure 28:   Professional Services
Figure 29:   IVR Optimization and Best Practices
Figure 30:   The Evolution of Outbound Dialing
Figure 31:   Dialing Solution Functional Diagram
Figure 32:   Outbound Notification
Figure 33:   Proactive Customer Care
Figure 34:   Company Information
Figure 35:   Vendor Strategy and Positioning
Figure 36:   Go-To-Market-Strategy
Figure 37:   Customer Survey Rating Categories
Figure 38:   Average Satisfaction Rating by Category
Figure 39:   Product Satisfaction Rating by Category
Figure 40:   Product Ease of Use Satisfaction Rating by Customer
Figure 41:   System Flexibility Use Satisfaction Rating by Customer
Figure 42:   IVR Feature Set Satisfaction Rating by Customer
Figure 43:   Product Development Environment Satisfaction Rating by Customer
Figure 44:   Reporting Satisfaction Rating by Customer
Figure 45:   Ability to Increase Containment Rates Satisfaction Rating by Customer
Figure 46:   Product Pricing Satisfaction Rating by Customer
Figure 47:   Implementation Satisfaction Ratings by Customer
Figure 48:   On-going Service and Support Satisfaction Rating by Customer
Figure 49:   IVR Optimization/Tuning Services Satisfaction Rating by Customer
Figure 50:   Training Satisfaction Rating by Customer
Figure 51:   Professional Services Satisfaction Rating by Customer
Figure 52:   Innovation and Responsiveness to Product Enhancement Requests
Figure 53:   Overall Satisfaction Rating by Customer
Figure 54:   What activities does your hosted/managed service IVR vendor currently
                   support for your organization?
Figure 55:   What were the primary drivers in your decision to implement a
                   hosted/managed service IVR solution?
Figure 56:   What are the top three benefits you have gained from using a
                   hosted/managed service IVR solution?
Figure 57:   What does your hosted/managed service vendor excel at?
Figure 58:   What can your hosted/managed service vendor do better?
Figure 59:   What type of product enhancements would you like to see?
Figure 60:   Please feel free to provide any additional comments about your experience
                   with the vendor and/or product.
Figure 61:   Hosted/SaaS/Cloud Computing IVR Pricing Ranges for 2010
Figure 62:   Hosted/SaaS/Cloud-Based IVR Pricing Analysis
Figure 63:   Managed Service IVR Pricing Ranges for 2010
Figure 64:   Managed Services IVR Pricing Analysis
Figure 65:   Service Level
Figure 66:   Reporting
Figure 67:   Multi-Tenancy
Figure 68:   Hardware Virtualization
Figure 69:   Internet Protocol/Session Initiation Protocol
Figure 70:   Security
Figure 71:   Data Center Back-Up and Contingency

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the 2010 Hosted/Managed Service IVR Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.