The Open Approach to Hosted and Managed Speech Services (Technology Focus)

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