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Introduction
 
The relatively high costs of speech have deterred many businesses from investment. As a result, a number of these businesses have looked to hosting to leverage the benefits of speech without having to put forward the heavy upfront costs for a speech solution. For these businesses the hosted model minimizes cost, time and risk for speech application development, tuning and expansion.
 

 
Scope
 
Interviews with over 20 hosted speech providers, platform vendors and application vendors
 

 
Gathered quantitative data on the number of installed base DTMF ports and speech ports in the North American hosted IVR market
 

 
Report Highlights
 
In 2004, there were 947,000 installed base IVR ports in the North American hosted IVR market. Of this figure, traditional IVR accounted for 85.3%, or 808,000 ports, while Voice-XML accounted for 14.7%, or 139,000 ports.
 

 
At the end of 2004, revenues from the hosted and premise-based managed IVR market in North America were just north of $1.9 billion. As a result of its large IVR footprint, traditional IVR accounted for the majority, or 78.2%, of revenues. Voice-XML accounted for 21.8% of revenues.
 

 
Reasons to Purchase
 
Discover at what rate the hosted speech market is growing in North America
 

 
Understand the uptake for premise-based managed speech services
 

 
Analyze the major North American players in the hosted speech market
 

TABLE OF CONTENTS
 
CHAPTER 1 EXECUTIVE SUMMARY 3
 
Introduction 3
 
Market context 3
 
Vertical focus 5
 
Competitive landscape 6
 
Action points 8
 
CHAPTER 2 INTRODUCTION 17
 
Revisiting of previous Datamonitor voice business forecasts 17
 
What is this report about? 18
 
Who is the target reader? 19
 
All readers 19
 
Hosted IVR providers 19
 
Platform, speech-enabling software, applications and professional services companies 19
 
How to use this report 19
 
CHAPTER 3 MARKET CONTEXT 20
 
Introduction 20
 
Market drivers 20
 
Market trends 22
 
Market size 23
 
IVR ports 23
 
Revenues 25
 
Market segmentation by service 29
 
Hosted vs. premise-based 29
 
Breakdown of services by IVR ports 31
 
Breakdown of services by revenue 33
 
Breakdown of hosted IVR provider revenues 35
 
Conclusion 39
 
CHAPTER 4 VERTICAL FOCUS 40
 
Introduction 40
 
Vertical market distribution for hosted IVR ports 40
 
Key verticals 42
 
Vertical market distribution of hosted DTMF ports 45
 
Vertical market distribution of hosted speech ports 47
 
Conclusion 49
 
CHAPTER 5 COMPETITIVE LANDSCAPE 50
 
Introduction 50
 
Traditional hosted IVR providers (in alphabetical order) 51
 
Convergys 51
 
IBM 52
 
Intervoice 53
 
Syntellect 53
 
Vail 54
 
Teleperformance Interactive (formerly Voice FX) 55
 
West 55
 
Pure-play hosted speech providers (in alphabetical order) 56
 
BeVocal 56
 
Tellme 57
 
NetbyTel 57
 
Voxeo 58
 
Service providers (in alphabetical order) 58
 
AT&T VoiceTone 58
 
MCI Speech Services 59
 
Qwest Web Contact Center 60
 
Conclusion 60
 
CHAPTER 6 ACTION POINTS 61
 
Communicate the capabilities and limitations of speech solutions 61
 
Analyze customer acceptance of speech technology 61
 
Implement pay-per-performance pricing models 61
 
Create partnerships with platform vendors, application vendors and systems integrators 62
 
CHAPTER 7 APPENDIX 63
 
Definitions 63
 
Research methodology 67
 
A note on revenue figures 68
 
Future readings 68
 
SPP writing team 68
 
How to contact experts in your industry 69
 

 
LIST OF TABLES
 
Table 1: Hosted and premise-based managed services ports, 2004-2009 24
 
Table 2: Percentage splits for hosted and premise-based managed services ports, 2004-2009 25
 
Table 3: Hosted and premise-based managed services revenues, 2004-2009 27
 
Table 4: Hosted and premise-based managed services revenue proportions, 2004-2009 27
 
Table 5: Revenue splits for hosted and premise-based managed services, 2004 – 2009 28
 
Table 6: Percentage splits for hosted and premise-based managed services revenues, 2004 – 2009 29
 
Table 7: Hosted vs. premise-based managed services vs. premise-based traditional, 2004-2009 30
 
Table 8: Hosted vs. premise-based managed services vs. premise-based traditional proportions, 2004-2009 31
 
Table 9: DTMF/speech splits for hosted and premise-based managed services, 2004 – 2009 32
 
Table 10: DTMF/speech proportions for hosted and premise-based managed services, 2004 – 2009 33
 
Table 11: DTMF/speech revenue splits for hosted and premise-based managed services, 2004 – 2009 34
 
Table 12: DTMF/speech revenue proportions for hosted and premise-based managed services, 2004 – 2009 35
 
Table 13: Revenue splits for hosted and premise-based managed DTMF services, 2004 – 2009 37
 
Table 14: Percentage splits for hosted and premise-based managed DTMF services revenues, 2004 – 2009 37
 
Table 15: Revenue splits for hosted and premise-based managed speech services 38
 
Table 16: Percentage splits for hosted and premise-based managed speech services revenues, 2004 – 2009 39
 
Table 17: Vertical market distribution of hosted and premise-based managed services ports, 2004 and 2009 41
 
Table 18: Vertical market distribution of hosted and premise-based managed DTMF services ports, 2004 and 2009 46
 
Table 19: Vertical market distribution of hosted and premise-based managed speech services ports, 2004 and 2009 48
 

 

 
LIST OF FIGURES
 
Figure 1: Hosted and premise-based managed services revenues, 2004-2009 5
 
Figure 2: Vertical market distribution of hosted and premise-based managed services ports, 2004 6
 
Figure 3: Hosted and premise-based managed services ports, 2004-2009 24
 
Figure 4: Hosted and premise-based managed services revenues, 2004-2009 26
 
Figure 5: Revenue splits for hosted and premise-based managed services, 2004 – 2009 28
 
Figure 6: Hosted vs. premise-based managed services vs. premise-based traditional, 2004-2009 30
 
Figure 7: DTMF/speech splits for hosted and premise-based managed services, 2004 – 2009 32
 
Figure 8: DTMF/speech revenue splits for hosted and premise-based managed services, 2004 – 2009 34
 
Figure 9: Revenue splits for hosted and premise-based managed DTMF services, 2004 – 2009 36
 
Figure 10: Revenue splits for hosted and premise-based managed speech services, 2004 – 2009 38
 
Figure 11: Vertical market distribution of hosted and premise-based managed services ports, 2004 40
 
Figure 12: Vertical market distribution of hosted and premise-based managed services ports, 2009 41
 
Figure 13: Vertical market distribution of hosted and premise-based managed DTMF services ports, 2004 45
 
Figure 14: Vertical market distribution of hosted and premise-based managed DTMF services ports, 2009 46
 
Figure 15: Vertical market distribution of hosted and premise-based managed speech services ports, 2004 47
 
Figure 16: Vertical market distribution of hosted and premise-based managed speech services ports, 2009 48
 
Figure 17: Adoption curve for hosted speech 49