DMG Consulting LLC published its inaugural Hosted/Managed Service IVR Market Report. This comprehensive report notes that 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 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 four-year compound annual growth rate 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.
“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,” said Donna Fluss, President of DMG Consulting.
The report provides in-depth coverage of seven leading hosted/managed service providers and addresses all of the other competitors in this sector.