代管／經管理語音服務的開放性探討

本報告已在2011年07月19日停止出版。

簡介

目錄

Abstract

Introduction

The market for hosted and premise-based managed speech and DTMF services continues to gain traction as more customers demand deployment flexibility and quicker ROI.

Scope of this report

• Coverage of the four major deployment models for hosted and premise-based managed speech services.
• Datamonitor' s strategic recommendations for enterprises and service providers, currently engaged in or evaluating speech recognition solutions.

Discussion of the true impact of the Voice-XML open standard in hosted and managed speech services delivery. Research and analysis highlights

Business needs are constantly changing in the face of regulatory, competitive, industry and customer-driven events. As a result, organizations need the ability to quickly introduce new products and services and terminate existing products and services according to shifting patterns in the market.

Key reasons to read this report

• Understand the underlying technology trends that are helping create a market more suitable for hosted and premise-based managed speech services.
• Learn of the three stages of evolution in the contact center and IVR.

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
  • METHODOLOGY
• ANALYSIS
  • Evolving infrastructure and growing support, endorsementand adoption of Voice-XML
    • The changing contact center and evolving IVR platform
    • Gradual adoption of the IMS framework among serviceproviders
    • The impact of evolving infrastructure in the hostedspeech market
  • Long-term IT strategy alignment around IVR deploymentflexibility
  • Increasing acceptance of the Software as a Service (SaaS)model for speech services
    • SaaS is gaining traction in the voice business market
• ACTIONS
• APPENDIX
  • Definitions
    • ASR (automatic speech recognition)
    • Applications
    • Contact centers
    • Dual tone multi-frequency (DTMF)
    • Interactive voice response (IVR)
    • Open standards
    • Platform
    • Voice-XML
  • Further reading
  • Ask the analyst
• List of Figures
  • Figure 1: The changing contact center
  • Figure 2: Uptake of speech solutions across differentdeployment models, 2006-2012

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