Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus)

Transcription

1 A Datamonitor report Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus) Differentiating a Commoditizing Technology Published: Jan-09 Product Code: DMTC2245 Providing you with: An overview of the most important trends affecting the IVR market and influencing its competitive dynamics A comparison of IVR vendors in terms of their technology, user sentiment and market impact Use this report to... Understand the key trends in the IVR market and assess the competitive dynamics A detailed view of each vendor's IVR portfolio, as well as providing advice on the suitability of these offerings Vendor coverage that include: Aspect, Avaya, Cisco, Convergys/Intervoice, Genesys, Holly Connects, Nortel, Syntellect/Envox and Voxeo

2 Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus) DMTC2245 Introduction Due to demand for a better understanding of the competitive landscape in the interactive voice response (IVR) market, Datamonitor has developed the IVR Decision Matrix. This report explores the competitive dynamics in the IVR sphere and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market. Datamonitor provides a complete view of vendor capabilities and advises on those you should explore, consider and shortlist. Key findings and highlights The advent of VoiceXML, the open standard for IVR and next-generation IVR platforms, is helping businesses to re-evaluate the strategic value of IVR in the enterprise. VoiceXML enables IVR to work in a web services environment through a software-based solution rather than an all-in-one hardware platform. IVR platforms are becoming commoditized and are increasingly being sold bundled with larger contact center suites. Furthermore, vendors are providing more areas of the IVR solution stack from open-standards-based platforms, development tools, applications, services and hosting. The last few years have witnessed a number of mergers and acquisitions. Moving forward, vendors are likely to be focusing on providing adaptable deployment options, supporting a wide range of applications and offering greater pricing flexibility. There is likely to be an increase in the uptake of hosted and hybrid IVR solutions as enterprises assess CAPEX and OPEX in the current economic downturn. Reasons to buy Understand the key trends in the IVR market and assess the competitive dynamics Gain detailed knowledge of the leading IVR vendors' strengths with regards to technology, user sentiment and market impact IT managers will gain valuable insight to improve their IVR strategy and purchasing decisions Contact us... From Europe: tel: fax: [email protected] From the US: tel: fax: [email protected] From Asia Pacific: tel: fax: [email protected] From the Middle East: tel: fax: [email protected]

3 Sample pages from the report Decision Matrix Selecting an IVR Vendor Market trends IVR is moving from a hardware- to a software-based technology with VoiceXML and web services The advent of VoiceXML, the open standard for IVR and next-generation IVR platforms, is helping businesses to reevaluate the strategic value of IVR in the enterprise. VoiceXML enables IVR to work in a web services environment through a software-based solution rather than an all-in-one hardware platform. It allows greater flexibility for enterprises to build distributed systems, as well as providing better performance at a lower total cost of ownership (TCO). Despite these advantages, there are still a large number of traditional IVR systems being used. In 2008, shipments of VoiceXML-based systems overtook those of traditional IVR systems representing a significant inflection point in the market. Some traditional systems are still being deployed to support TDM infrastructure and legacy applications, but the majority of new deployments moving forward will be VoiceXML-based. Figure 1: The changing contact center The future environment Business applications and Decision Matrix Business Selecting processes an IVR Vendor Siloed, proprietary environment Interoperability issues Vendor dependency Heavy integration High TCO Traditional environment Business applications CTI Data Management Tools Proprietary system VUI IVR Application logic Media processing Telephony Interface TDM network Source: Datamonitor CTI Data Today s s environment Standard integration points Business Business THE IVR DECISION Open standards-based MATRIX applications processes multi-media system Management Tools In order to understand the competitive dynamics in the IVR market, Datamonitor profiled nine IVR vendors in this Decision VUI / Application CTI Data Matrix. Datamonitor believes that these vendors, listed in Table 1, are the leading IVR platform providers and represent a Multimedia processing Open standards-based system balanced view of the IVR market ranging from standalone IVR providers to contact center specialists and large enterprise Standard interface Management Tools infrastructure Voice-XML IVR vendors. VUI / Application IP network Media processing In this IVR Decision Matrix report, Datamonitor provides a summary of the vendors capabilities based on a quantitative Telephony interface assessment of their market impact and end-user sentiment scores, as well as the technology features that they support. Voice-XML IVR Service Oriented Architecture (SOA) Datamonitor Web Services also framework provides guidance for enterprises looking to deploy IVR solutions and places vendors in shortlist, Simplified integration TDM / IP network consider and explore categories based on the aggregated results of the Decision Matrix. The detailed scores Multimedia applications (video, multimodal) underpinning the Decision Matrix can be found on individual vendor radars and in Table 3 in the appendix, where Hybrid networks Business applications and processes Better performance, high availability definitions merge for these recommendations can also be found. Integrated tooling and management Software-based approach environments Enhanced monitoring and management Software-based approach A decision to purchase one solution over another should be based on a broad array of factors, including but not limited H.323, SIP to the degree of alignment between the solution s features and functionality and the specific objectives of an enterprise s IVR strategy. As a result, Datamonitor s recommendations of shortlist, consider and explore should be taken only within the context of an enterprise s D A T A specific M O N I T solution O R requirements. Disaggregation Disaggregation Decision Matrix Selecting an IVR Vendor Table 1: The leading IVR platform vendors (in alphabetical MARKET order) LEADERS The growing support, endorsement and adoption of VoiceXML are indicative of the fundamental shift in investment Aspect philosophy across many organizations today. Companies fear getting stuck with managing monolithic, expensive solutions Avaya that other elements in the network must conform with, be coded to and be designed Cisco around. As a result, businesses are graduating beyond siloed technologies and are looking to build on application Convergys paradigms / Intervoice to move towards a common standardized web architecture that provides interoperability across disparate systems. Genesys This is the driving force behind the Holly Connects Nortel Syntellect / Envox Decision Matrix Selecting an IVR Vendor (Competitor Focus) DMTC2245/ Published 01/2009 Voxeo Datamonitor. This brief is a licensed product and is not to be photocopied Page 7 Source: Datamonitor The IVR competitive landscape varies significantly across the three areas covered by Datamonitor s Decision Matrix: technology assessment, end-user sentiment and market impact. It is important to consider these categories separately in order to develop a more complete understanding of each vendor s particular strengths and weaknesses, and why it has been assigned a shortlist, consider or explore rating. In the following section of this report, Datamonitor will present the market leaders for each area and then discuss how they vary across the sub-criteria within the assessment areas. Market leaders: technology assessment The market leaders figure below shows the leading vendors in each of the technology assessment categories. Three leading vendors are presented for each category unless multiple vendors have received the same mark, in which case all vendors sharing the same D A T score A M O are N I displayed. T O R Figure 4: Market leaders analysis: technology assessment Platform features and capabilities Core IVR Decision Matrix 10 The core IVR Decision Matrix in Figure 2 depicts the vendors in a bubble chart. The average Vendor scores from Strategy the technology Switch Integration assessment, end-user sentiment and market impact analysis were used to plot the vendors. For the purposes of this report, 9 Datamonitor prioritized the technology assessment and end-user sentiment scores. Based on those two parameters, Genesys and Voxeo were classified in the shortlist category. Datamonitor emphasizes that, due to the minimal variation in the technology assessment scores for vendors in the consider category (Avaya, Solution Cisco, Breadth Convergys / Intervoice, and Nortel), vendors should be compared carefully in the context of any deployment scenario. & Depth The respective strengths of each of the vendors may matter more than small variations in the overall technology assessment score. It is also important to note that vendors in the explore category have proven successful deployments in the enterprise and have delivered Breadth of applications deployed Decision Matrix Selecting an IVR Vendor (Competitor Focus) Solution Maturity DMTC2245/ Published 01/2009 Datamonitor. This brief is a licensed product and is not to be photocopied Page 11 Development tools Services Monitoring and reporting Deployment Aspect Avaya Cisco Genesys Holly Connects Intervoice (Convergys) Nortel Syntellect (Envox) Voxeo Source: Datamonitor D A T A M O N I T O R Decision Matrix Selecting an IVR Vendor (Competitor Focus) DMTC2245/ Published 01/2009 Datamonitor. This brief is a licensed product and is not to be photocopied Page 17 Request more sample pages...for FREE! From Europe: tel: fax: [email protected] From the US: tel: fax: [email protected] From Asia Pacific: tel: fax: [email protected] From the Middle East: tel: fax: [email protected]

4 Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus) DMTC2245 Table of contents OVERVIEW Catalyst Summary MARKET DEVELOPMENTS Definitions - IVR Market trends - IVR is moving from a hardware- to a softwarebased technology with VoiceXML and web services - The changing contact center and evolving IVR platform - The sluggish economy has led to an increased focus on customer service and retention - Deployment flexibility is increasingly important - Growing adoption of speech self service and routing - Diversifying offerings to target multichannel campaigns - The IVR market continues to consolidate THE IVR DECISION MATRIX Core IVR Decision Matrix Extended IVR Decision Matrix Market leaders: Genesys, Voxeo The challengers: Avaya, Cisco, Convergys/Intervoice, Nortel The prospects: Aspect, Holly Connects, Syntellect/Envox MARKET LEADERS Market leaders: technology assessment Market leaders: end-user sentiment Market leaders: market impact VENDOR ANALYSIS Aspect: IVR radars - Recommendation: explore Avaya: IVR radars - Recommendation: consider Cisco: IVR radars - Recommendation: consider Convergys/Intervoice: IVR radars - Recommendation: consider Genesys: IVR radars - Recommendation: shortlist Holly Connects: IVR radars - Recommendation: explore Nortel: IVR radars - Recommendation: consider Syntellect/Envox: IVR radars - Recommendation: explore Voxeo: IVR radars - Recommendation: shortlist SUMMARY Customer service and technical messaging are increasingly important APPENDIX Summary scores Datamonitor ratings Definitions Extended methodology - Technology assessment - End-user sentiment - Market impact Sources Further reading Ask the analyst Datamonitor consulting Disclaimer LIST OF TABLES Table 1: The leading IVR platform vendors (in alphabetical order) Table 2: The IVR Decision Matrix Table 3: IVR Decision Matrix - vendor scores summary...with the advent of VoiceXML, IVR platforms are becoming commoditized and are increasingly being sold bundled with larger contact center suites. The last few years have witnessed a number of mergers and acquisitions in the IVR market... Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus)

5 LIST OF FIGURES Figure 1: The changing contact center Figure 2: The IVR Decision Matrix Figure 3: Extended IVR Decision Matrix: technology assessment and market impact scores only Figure 4: Market leaders analysis: technology assessment Figure 5: Market leaders: end-user sentiment Figure 6: Market leaders: market impact Figure 7: The Aspect IVR radars Figure 8: The Avaya IVR radars Figure 9: The Cisco IVR radars Figure 10: The Convergys / Intervoice IVR radars Figure 11: The Genesys IVR radars Figure 12: The Holly Connects IVR radars Figure 13: The Nortel IVR radars Figure 14: The Syntellect IVR radars Figure 15: The Voxeo IVR radars...vendors must broaden their portfolios and focus on customer support to do well in the consolidating self-service market. Vendors are likely to be focusing on providing adaptable deployment options, supporting a range of applications and offering greater pricing flexibility... Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus)

6 Decision Matrix Selecting an IVR Vendor in the Enterprise (Competitor Focus) DMTC2245 Datamonitor: Your total information solution Datamonitor is a premium business information company helping 5,000 of the world's leading companies across the Automotive, Consumer Markets, Energy, Financial Services, Healthcare and Technology sectors. Our products and services are specifically designed to support our clients key business processes from corporate strategy to competitive intelligence. We provide an independent and trustworthy source of data, analysis and forecasts to improve these processes and ultimately, to help grow your business. Corporate Strategy and Business Planning Quality Data Make more effective strategic and business decisions Product Development and Commercialization Targeting and Influencing the Market Expert Analysis Accelerate delivery of commercial success Assess and influence your commercial and market environment HELPING TO GROW YOUR BUSINESS Market and Competitive Intelligence Future Forecasts Maintain or obtain critical competitive advantage Nothing speaks louder than our clients ACI Atos Origin Avaya Communications Blue Pumpkin BSKYB BT Bull Chello Cisco CMG Computer Associates Convergys CSC Financial Services Deutsche Telekom Diamond Cluster EDS Ericsson Eyretel France Telecom Gemplus Genesys Hewlett Packard IBM Infogrames Intel Intervoice KPN Mobile Manugistics Microsoft Mitel Telecom NCR Nice Systems Oberthur Philips S1 Corporation Samsung SAP Sega Setec Siemens AG Sonera Sony Staffware Sun Microsystems Sungard Telefonica Moviles Teleperformance Thales Thus Unisys Vivendi...89% of our clients use Datamonitor research to develop competitive intelligence... Source: Datamonitor Customer Research

7 Interested in this topic? The contact center market is being rejuvenated by the promise of IP, multimedia, networked call centers and advances in underlying applications. This portfolio provides analysis of the growth areas and buying patterns affecting global call center markets. In addition, the service focuses on call center infrastructure technology markets, providing revenue sizing and forecasts by vertical market and call center size-band for all major call center technologies, from the ACDs to quality monitoring. Other reports available in this series 2009 Trends to Watch: Contact Center Markets and Technologies Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. Published: Dec-08 Product Code: BFTC Trends to Watch: Voice and Video Business Technology markets are changing fast. This brief is essential reading for you to identify and track the key forces shaping the prospects for your business. Published: Dec-08 Product Code: BFTC2212 Hosted Speech and Outbound IVR Services (Strategic Focus) This report looks at the current trends and market opportunities for hosted IVR and outbound IVR services. It provides market sizing and forecasts for hosted and premise-based managed speech and DTMF. Published: Jun-08 Product Code: DMTC2239 The Global IVR Market Model to 2012 (Interactive Model) The Global IVR Market Model is a comprehensive interactive model that provides regional and global spending data for traditional IVR and Voice-XML platforms from 2006 to It provides spending by vertical market and segments speech vs. DTMF, IP vs. TDM, and enterprise vs. service provider. The regions covered in the model include North America, EMEA, CALA and APAC. Published: Feb-08 Product Code: IMTC0264 For more information about our products visit Subscribe to Monitor A monthly update of Datamonitor's new products, delivered to you by . [email protected]

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