Global Interactive Voice Response (IVR) Systems Industry

  • October 2011
  • -
  • Global Industry Analysts

This report analyzes the worldwide markets for Interactive Voice Response (IVR) Systems in US$ Million by the following Product Segments: Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports, and 65 & Above Ports. The report provides separate comprehensive analytics for the US, Canada, Europe, and Rest of World. Annual estimates and forecasts are provided for the period 2009 through 2017. Also, a six-year historic analysis is provided for these markets. The report profiles 78 companies including many key and niche players such as Aspect Software Inc., AT&T Inc., Avaya, Inc., BCE, Inc., Cisco Systems Inc., Convergys Corp., Dialogic Corporation, Enghouse Systems Limited, Syntellect Inc., Genesys Telecommunications Laboratories Inc., Healthcare Technology Systems, IBM, Mitel Networks Corporation, Nuance Communications, Inc., Philips Speech Processing, Verizon Communications, Inc., Voxeo Corporation, West Corporation, and Holly Connects. Market data and analytics are derived from primary and secondary research. Company profiles are mostly extracted from URL research and reported select online sources.

Table Of Contents





1. INTRODUCTION, METHODOLOGY and PRODUCT DEFINITIONS 1
Study Reliability and Reporting Limitations 1
Disclaimers 2
Data Interpretation and Reporting Level 3
Quantitative Techniques and Analytics 3
Product Definitions and Scope of Study 3

2. INDUSTRY OVERVIEW 5
A Quick Primer 5
Current Market Scenario 6
Recession Slows Down Growth But Strengthens Underlying
Business Fundamentals 6
Recession-Related Worries Push ‘IVR Outsourcing’ Center Stage 8
Outlook 8
Other Trends and Issues 8
Future Growth Potential For Outbound IVR is Enormous 8
Use of Personalized IVR Technology Increasing 9
Legacy Systems Being Replaced with New Technologies 9
VoiceXML: the Dominant IVR Technology 10
Table 1: Global IVR Port Shipments (2010 and 2015): Percentage
Share Breakdown of IVR Ports Shipped by Type (includes
corresponding Graph/Chart) 10
VoiceXML 2.0 and IP Contact Centers - An Unbeatable Duo 11
Cost Savings - The Primary Goal 11
Vendors Shift Focus to Small and Medium Companies 11
Large Companies Replace Legacy Systems 12
Packaged Applications Steal the Show 12
Hosted IVR Market-Poised for Momentous Growth 12
IVR Market: Undergoing Major Transition 13
Emergence of Standards Contributes to the Automated Speech
Recognition Market 13
Applications of Automated Speech Recognition 13
Market Repositioning Offers a Flood of Opportunities 14
Evolution of New Cohort of Vendors 15
Strategic Tie Ups and Consolidations Herald Future Growth 15
Market Share Findings 15
Table 2: World IVR Market (2011): Percentage Market Share
Breakdown of Leading Vendors (includes corresponding
Graph/Chart) 15

Table 3: World Hosted/Managed Service IVR Market (2010):
Percentage Share Breakdown of Revenues for Leading Players
(includes corresponding Graph/Chart) 16
IVR Research- A Necessary tool to Enhance Customer Service 16
Clinical IVRS- A New Kid in the Block 16
Healthcare Technology Systems (HTS)- The Leader 17
Pharmaceutical Industry- Refilling Through IVR 17
Natural Language Fueling Growth for Speech-Enabled IVR Systems 17
Innovative Pricing Strategies to Boost Growth 17
IVR Systems - Backbone for Internet Telephony 18
VXML and SALT: Battling it out 18
United States - The Unconquered Monarch of IVR Market 18
Asia-Pacific - Taking A Clue from its Western Counterparts 18
Negative Mindset Pose Serious Challenge 19
Get Human - A Fight for Consumer Right 19
Short Market Sizzlers - A Recapitulation 19

3. PRODUCT OVERVIEW 21
What are Interactive Voice Response Systems? 21
Application Areas 22
Basic Requirements for Deploying an IVR System 23
IVR System Development 23
Higher-End Tools 23
What is Speech Recognition? 24
Infrastructure Market 25
Deployments at Enterprise Level - Influencing Growth 25
Technology Enhancements - Serving as a Medium 25
Potential Drawbacks 25
Speech Recognition Framework 26
Telephony Platform 26
Enterprise-Based Speech Recognition Applications 26
Network-Based Speech Recognition Applications 26
Voice Portals 26
Factors Contributing to Growth in Speech Recognition Market 26
Development of Speech Technology 27
Impending Bottlenecks 27
Integration - Not the Best Solution 27
Noisy Environments - Not Suitable 27
Speech Recognition - Optional than Compulsion 27
Lower Note of Economic Situation - Pulling Down Demand 28
Benefits of Speech-Enabled IVR Solutions 28
Speech-Enabled Applications and Services 28
IVR Technologies 29
Voice Recognition (VR) 29
Speech Verification or Voice Authentication 29
Text-to-Speech (TTS) 30
Audiotext 30
Computer Telephony Integration (CTI) 30
What is VoiceXML Technology? 30
VoiceXML Design 31
VoiceXML Improves Customer Service 31
VoiceXML Offers Benefits at Low Costs 32
VoiceXML - Enhancing Speech Recognition Technology 32
What’s SALT Technology? 33
What are Voice Portals? 33
iVoiceâ„¢ Advanced IVR System from iMessaging Systems Offers
Key Features 33
Cisco IP Interactive Voice Response System 34
Advantages of Cisco IP IVR 34

4. END-USE MARKET ANALYSIS 35
Travel and Financial Industry: Promoters of Speech Recognition
Technology 35
Contact Center/Call Center 35
Speech-Enabled IVR Systems: Imperative for Contact Centers 35
Role of Interactive Voice Response (IVR) Systems in Contact
Centers 36
Contact Center Market 36
IVR Systems in the Banking Sector 37
Statistical Findings on End-Use Markets 37
Table 4: Global Market for IVR Systems (2010): Percentage
Share of End-use Sector - Financial Services, Telecom,
Technology, Travel and Tourism, and Others (includes
corresponding Graph/Chart) 37

5. PRODUCT INNOVATIONS/INTRODUCTIONS 38
Interact Introduces IVR System Channel on TMCnet 38
Square Systems and Confirmit Enter Into Partnership Agreement 38
Plum Voice Unveils IVR System Channel on TMCnet 38
Air Miles Rolls Out IVR System 39
Angel Deploys Caller First IVR Solutions for AstraZeneca 39
E.W. Scripps to Standardize VBVoiceTM-based Subscription System 39
NYRR to Deploy IVR Solution of Plum Voice 40
Telnorm Provides Mexican University with Predictive Dialer
Solution 40
Intercept Networks Unveils Beta Phase of Intelligent Number(SM) 40
Netxcell Introduces Single IVR system 41
Maryland Transit Administration Unveils Mobility Direct
Interactive Voice Response 42
Ethiopian Commodity Exchange Introduces New SMS and IVR System 42
Angel Introduces New Multimodal App 43
MTNL and DigiVive Enter into Partnership 43
Debt Resolve and E-Complish to Introduce IVR Versions of DR
PreventTM and DR SettleTM Solutions 43
Idea Cellular and handygo Launch Behtar Zindagi IVR Solution
in India 44
Nu Echo Introduces Mirador IVR Monitoring Service 44
Pronexus Launches IVRguard Solution 44
Postbank Unveils Interactive Voice Response System 45
Datatel Launches New Credit Card Payment Gateway Service 45
NewFound Communications Rolls Out VXML Dialer 3.0 45
TSYS Unveils MobilePASS 46
Qtel Launches Self-Service Application and IVR 46
NCH Software Unveils IVM Interactive Telephone System 46
Simpro Solutions Unveils Automated IVR Customer Service Portal 47
Datatel to Launch IVR Hosted Services 47
Nortel Launches Nortel ICP 47
Metaphor Solutions Introduces SayNDrive and SayNDial 48
SpeechStorm to Unveil Visual IVR Applications Suite 48
800 PBX Launches Speech Driven IVR Applications Suite 48
Tektronix Communications Unveils Zoey 49
Kleward Consulting Launches IVRS Development 49
Intervoice Launches Voice Portal 5 49
Angle.com Expands its IVR Range 49
Avaya Selects Nuance Speech Recognition Technology 50
Envox Unveils CT ADE 10 50
Avaya Launches Communications Solutions for Public Safety 50
Avaya Introduces Speech Tools 50
Voxeo Re-launches SIP and IVR Hosting Infrastructure 51
NMS Communications Introduces the NMS Partner Network 51
Tourtellotte Introduces New Trident IWR 51

6. RECENT INDUSTRY ACTIVITY 52
Nuance Communications to Pocket Loquendo 52
STI and TelASK Technologies Form Strategic Alliance 52
RouteMatch Software Purchases RouteShoutTM TIS Platform from
Deeplocal 52
USAN Takes Over Interactive Softworks 53
LDM Group Signs Agreement with Ateb 53
Amvensys Telecom Holdings Takes Over Voicecom® Telecommunications 54
West Interactive Takes Over TuVox 54
Remembered Voices Selects Plum Voice for IVR Services 55
West Corporation Pockets Holly Connects 55
Getfugu Collaborates with Nuance Communications 55
Plum Voice Enters into a Supply Agreement with Tyler Technologies 55
BASIC HR Services Enters into Partnership with IVR Technology
Group 56
Ness Technologies Bags Supply Contract from Bank Discount 56
Verizon Business and US Department of Health and Human
Services Sign Contract 56
Loquendo Collaborates with Digium 57
Convergys Collaborates with IP Integration 57
Enghouse Pockets Trio Enterprises 57
Avaya Acquires Nortel Enterprise Solutions 58
Phase Forward Snaps Up Business Unit of Covance 58
VEXIS Systems Takes Over Voice Architects 58
Voxeo Enters into Partnership with Remego 59
Deltacom and DMS Florida Extend Partnership 59
Virgin America Extends Partnership with TuVox 59
Enghouse Acquires Envox 60
Siemens Collaborates with Contact Solutions 60
NMS Communications Collaborates with Atlantic Convergence 60
Sangoma Technologies Signs Agreement to Acquire Stake in
Paraxip Technologies 61
IgeaCare Systems and Jenne Distributors Sign Distribution
Agreement 61
Telesoft Technologies Collaborates with Vicorp 62
Convergys Acquires Intervoice 62
Bio-Imaging Technologies Snaps Up Phoenix Data Systems 63
MicroAutomation Enters into Partnership with Nexidia 63
Nepal Telecom Enters into Collaboration with Pulse 63
InforMedix Holdings and Audiopoint Enter into Partnership 63
Telesoft Technologies Partners with Telisma 63
Parature Partners with Angle.com 64
Spoken Communications Announces Partnership with Call Genie 64
MacSpeech Gains Licensing Rights for Dictation Technology From
Nuance 64
Verizon Gains VoiceXML Approval 64
Ifbyphone Partners with SiteKreator, Launches Latest Ifbyphone
Version 65
Voxeo, VoiceVerified Unite Under Partnership Deal 65
Nokia Siemens Bags Pan-India Contract from Bharti Airtel 65
Verizon Business Forays into European IVR Market 66
Radiology Ltd Selects the SpeechQ of MedQuist 66
Syntellect Takes Over Fluency 66
Vocantas Inks Partnership Agreement with CBA 66
Passport Offices Install IVR Systems 67
Bio-Imaging Takes Over Phoenix Data 67
DOES Installs New IVR System 67
Mandi Parishad Partners with Reliance Communication to Install
IVR System 67
SNAP Signs Agreement with Five9 67
Railway Division to Upgrade IVR System 68
ClinPhone Enters into Global Collaboration with Invivodata 68

7. FOCUS ON SELECT PLAYERS 69
Aspect Software, Inc. (USA) 69
ATandT Inc. (USA) 69
AVAYA, Inc. (USA) 70
BCE, INC. (CANADA) 70
Cisco Systems Inc (USA) 70
Convergys Corp. (USA) 71
Dialogic Corporation (Canada) 71
Enghouse Systems Limited (Canada) 72
Syntellect Inc. (USA) 72
Genesys Telecommunications Laboratories Inc. (USA) 73
Healthcare Technology Systems (HTS) (USA) 73
IBM (USA) 73
Mitel Networks Corporation (Canada) 74
Nuance Communications, Inc. (USA) 74
Philips Speech Processing (United Kingdom) 74
Verizon Communications, Inc. (USA) 75
Voxeo Corporation (USA) 75
West Corporation (USA) 75
Holly Connects (USA) 76

8. GLOBAL MARKET PERSPECTIVE 77
Table 5: Global Recent Past, Current and Future Analysis for
Interactive Voice Response (IVR) Systems by Geographic Region-
US, Canada, Europe and Rest of World Markets Independently
Analyzed with Annual Revenues in US$ Million for the Years
2009 through 2017 (includes corresponding Graph/Chart) 77

Table 6: Global Historic Review for Interactive Voice Response
(IVR) Systems by Geographic Region - US, Canada, Europe and
Rest of World Markets Independently Analyzed with Annual
Revenues in US$ Million for the Years 2003 through 2008
(includes corresponding Graph/Chart) 78

Table 7: Global 15-Year Perspective for Interactive Voice
Response (IVR) Systems by Geographic Region - Percentage
Breakdown of Revenues for US, Canada, Europe and Rest of World
Markets for the Years 2003, 2010 and 2017 (includes
corresponding Graph/Chart) 79
Analytics by Product Segment 80
Table 8: Global Recent Past, Current and Future Analysis for
Interactive Voice Response (IVR) Systems (Less than 24 Ports)
by Geographic Region - US, Canada, Europe and Rest of World
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 80

Table 9: Global Historic Review for Interactive Voice Response
(IVR) Systems (Less than 24 Ports) by Geographic Region - US,
Canada, Europe and Rest of World Markets Independently
Analyzed with Annual Revenues in US$ Million for the Years
2003 through 2008 (includes corresponding Graph/Chart) 81

Table 10: Global 15-Year Perspective for Interactive Voice
Response (IVR) Systems (Less than 24 Ports) by Geographic
Region - Percentage Breakdown of Revenues for US, Canada,
Europe and Rest of World Markets for the Years 2003, 2010 and
2017 (includes corresponding Graph/Chart) 82

Table 11: Global Recent Past, Current and Future Analysis for
Interactive Voice Response (IVR) Systems (25 to 46 Ports) by
Geographic Region - US, Canada, Europe and Rest of World
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 83

Table 12: Global Historic Review for Interactive Voice
Response (IVR) Systems (25 to 46 Ports) by Geographic Region -
US, Canada, Europe and Rest of World Markets Independently
Analyzed with Annual Revenues in US$ Million for the Years
2003 through 2008 (includes corresponding Graph/Chart) 84

Table 13: Global 15-Year Perspective for Interactive Voice
Response (IVR) Systems (25 to 46 Ports) by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Europe and
Rest of World Markets for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) 85

Table 14: Global Recent Past, Current and Future Analysis or
Interactive Voice Response (IVR) Systems (47 to 64 Ports) by
Geographic Region - US, Canada, Europe and Rest of World
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 86

Table 15: Global Historic Review for Interactive Voice
Response (IVR) Systems (47 to 64 Ports) by Geographic Region -
US, Canada, Europe and Rest of World Markets Independently
Analyzed with Annual Revenues in US$ Million for the Years
2003 through 2008 (includes corresponding Graph/Chart) 87

Table 16: Global 15-Year Perspective for Interactive Voice
Response (IVR) Systems (47 to 64 Ports) by Geographic Region -
Percentage Breakdown of Revenues for US, Canada, Europe and
Rest of World Markets for the Years 2003, 2010 and 2017
(includes corresponding Graph/Chart) 88

Table 17: Global Recent Past, Current and Future Analysis or
Interactive Voice Response (IVR) Systems (65 and Above Ports)
by Geographic Region - US, Canada, Europe and Rest of World
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2009 through 2017 (includes
corresponding Graph/Chart) 89

Table 18: Global Historic Review for Interactive Voice
Response (IVR) Systems (65 and Above Ports) by Geographic
Region - US, Canada, Europe and Rest of World Markets
Independently Analyzed with Annual Revenues in US$ Million for
the Years 2003 through 2008 (includes corresponding
Graph/Chart) 90

Table 19: Global 15-Year Perspective for Interactive Voice
Response (IVR) Systems (65 and Above Ports) by Geographic
Region - Percentage Breakdown of Revenues or US, Canada,
Europe and Rest of World Markets for the Years 2003, 2010 and
2017 (includes corresponding Graph/Chart) 91

9. UNITED STATES 92
A.Market Analysis 92
Outlook 92
United States 92
Factors Influencing the IVR Market 92
Trends and Issues 92
IVR System Vendors Facing Decline in Profit Margin 92
Speech-Enabled IVR Systems Increasing Efficiency 92
Table 20: US Market for Traditional IVR Systems (2010):
Percentage Share Breakdown of Revenues for DTMF and Speech
Enabled IVR Systems (includes corresponding Graph/Chart) 93
Advances in Technology and Economic Recovery to Bolster IVR
Market 93
New Technology Leveraging Efficiency and Profitability to
Pharmaceutical Market 93
Compatibility and Interoperability Features to Spearhead
Future Markets 93
Statistical Findings 94
Table 21: Leading Players in the US IVR Systems Market
(2010): Percentage Breakdown of Dollar Sales for Avaya,
Intervoice, and Others (includes corresponding Graph/Chart) 94

Table 22: US Automatic Speech Recognition Market (2010):
Percentage Share Breakdown of Value Sales for Speech
Processing by Category - Speech Recognition, Text to Speech
and Voice Authentication (includes corresponding
Graph/Chart) 94

Table 23: US Market for Speech Applications (2010):
Percentage Breakdown of Value Sales for Custom Applications
and Packaged Applications (includes corresponding
Graph/Chart) 94

Table 24: US Market for Speech Platforms (2010): Percentage
Breakdown of Value Sales for Traditional IVR Platforms and
Standards based Platforms (includes corresponding
Graph/Chart) 95

Table 25: US Automatic Speech Recognition Market (2010):
Percentage Breakdown of Value Sales of Leading Players -
Nuance Communications, IBM and Others (includes
corresponding Graph/Chart) 95

Table 26: US Market for Voice Applications (2010):
Percentage Share Breakdown by Application - Call Centers,
Communication, Directory, Business Process Automation,
Transactions and Others (includes corresponding
Graph/Chart) 95
Product Launches 96
Strategic Corporate Developments 102
Select Players 110
B.Market Analytics 116
Table 27: US Recent Past, Current and Future Analysis for
Interactive Voice Response (IVR) Systems by Product Segment
- Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65
and Above Ports Markets Independently Analyzed with Annual
Revenues in US$ Million for the Years 2009 through 2017
(includes corresponding Graph/Chart) 116

Table 28: US Historic Review for Interactive Voice Response
(IVR) Systems by Product Segment - Less than 24 Ports, 25 to
46 Ports, 47 to 64 Ports and 65 and Above Ports Markets
Independently Analyzed with Annual Revenues in US$ Million
for the Years 2003 through 2008 (includes corresponding
Graph/Chart) 117

Table 29: US 15-Year Perspective for Interactive Voice
Response (IVR) Systems by Product Segment - Percentage
Breakdown of Revenues for Less than 24 Ports, 25 to 46
Ports, 47 to 64 Ports and 65 and Above Ports for the years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 118
Analytics By End-Use 119
Table 30: US Recent Past, Current and Future Analysis for
Interactive Voice Response (IVR) Systems by End-Use Sector -
Banking/Finance, Telecom, Insurance, Travel/ Hospitality,
Healthcare and Other Markets Independently Analyzed with
Annual Revenues in US$ Million for the Years 2009 through
2017 (includes corresponding Graph/Chart) 119

Table 31: US Historic Review for Interactive Voice Response
(IVR) Systems by End-Use Sector - Banking/Finance, Telecom,
Insurance, Travel /Hospitality, Healthcare and Other Markets
Independently Analyzed with Annual Revenues in US$ Million
for the Years 2003 through 2008 (includes corresponding
Graph/Chart) 120

Table 32: US 15-Year Perspective for Interactive Voice
Response (IVR) Systems by End-Use Sector - Percentage
Breakdown of Revenues for Banking/Finance, Telecom,
Insurance, Travel/Hospitality, Healthcare and Other Markets
for the years 2003, 2010 and 2017 (includes corresponding
Graph/Chart) 121

10. CANADA 122
A.Market Analysis 122
Outlook 122
Table 33: Canadian Market for Traditional IVR Shipments
(2010): Percentage Share Breakdown of Revenues for DTMF and
Speech Enabled IVR Systems (includes corresponding
Graph/Chart) 122
Product Launches 122
Strategic Corporate Development 124
Select Players 125
B.Market Analytics 127
Table 34: Canadian Recent Past, Current and Future Analysis
for Interactive Voice Response (IVR) Systems by Product
Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports
and 65 and Above Ports Markets Independently Analyzed with
Annual Revenues in US$ Million for the Years 2009 through
2017 (includes corresponding Graph/Chart) 127

Table 35: Canadian Historic Review for Interactive Voice
Response (IVR) Systems by Product Segment - Less than 24
Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 128

Table 36: Canadian 15-Year Perspective for Interactive Voice
Response (IVR) Systems by Product Segment - Percentage
Breakdown of Revenues for Less than 24 Ports, 25 to 46
Ports, 47 to 64 Ports and 65 and Above Ports for the years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 129

11. EUROPE 130
A.Market Analysis 130
Current and Future Analysis 130
Product Launches 130
Strategic Corporate Developments 131
Philips Speech Processing (United Kingdom) - A Key Player 133
B.Market Analytics 134
Table 37: European Recent Past, Current and Future Analysis
for Interactive Voice Response (IVR) Systems by Product
Segment - Less than 24 Ports, 25 to 46 Ports, 47 to 64 Ports
and 65 and Above Ports Markets Independently Analyzed with
Annual Revenues in US$ Million for the Years 2009 through
2017 (includes corresponding Graph/Chart) 134

Table 38: European Historic Review for Interactive Voice
Response (IVR) Systems by Product Segment - Less than 24
Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above Ports
Markets Independently Analyzed with Annual Revenues in US$
Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 135

Table 39: European 15-Year Perspective for Interactive Voice
Response (IVR) Systems by Product Segment - Percentage
Breakdown of Revenues for Less than 24 Ports, 25 to 46
Ports, 47 to 64 Ports and 65 and Above Ports for the years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 136

12. REST OF WORLD 137
A.Market Analysis 137
Current and Future Analysis 137
Asia-Pacific 137
Overview 137
Southeast Asian Companies Adapting IVR Systems 137
Speech Recognition Technology in India: Yet to Take Off 137
Market Trends 138
Asia-Pacific IVR Market Embraces Incredible Growth Potential 138
IVR Systems to Witness Advancement in Speech Recognition 138
IP Technology in IVR Systems to Gain Acceptance 138
Latin America: Market Overview 138
Competitive Scenario 139
Product Launches 139
Strategic Corporate Developments 141
B.Market Analytics 144
Table 40: Rest of World Recent Past, Current and Future
Analysis for Interactive Voice Response (IVR) Systems by
Product Segment - Less than 24 Ports, 25 to 46 Ports, 47 to
64 Ports and 65 and Above Ports Markets Independently
Analyzed with Annual Revenues in US$ Million for the Years
2009 through 2017 (includes corresponding Graph/Chart) 144

Table 41: Rest of World Historic Review for Interactive
Voice Response (IVR) Systems by Product Segment - Less than
24 Ports, 25 to 46 Ports, 47 to 64 Ports and 65 and Above
Ports Markets Independently Analyzed with Annual Revenues in
US$ Million for the Years 2003 through 2008 (includes
corresponding Graph/Chart) 145

Table 42: Rest of World 15-Year Perspective for Interactive
Voice Response (IVR) Systems by Product Segment - Percentage
Breakdown of Revenues for Less than 24 Ports, 25 to 46
Ports, 47 to 64 Ports and 65 and Above Ports for the years
2003, 2010 and 2017 (includes corresponding Graph/Chart) 146


COMPETITIVE LANDSCAPE

Total Companies Profiled: 78 (including Divisions/Subsidiaries - 80)

------------------------------------------
Region/Country Players
------------------------------------------
The United States 58
Canada 10
Europe 8
France 3
The United Kingdom 3
Rest of Europe 2
Asia-Pacific (Excluding Japan) 4
------------------------------------------

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