2008 Trends to Watch: Voice and Video Business Networks

Table of Contents

• DATAMONITOR VIEW
  • CATALYST
  • SUMMARY
• ANALYSIS
  • Voice-XML will displace proprietary IVR solutions in the enterprise and service provider markets
  • Outbound IVR will become a key enabler of proactive communications
    • Increasing the value proposition of outbound IVR offerings through verticalization
  • Voice verification will make the transition from cool technology to business solution
    • Aligning vertical market needs with voice biometric capabilities
  • Disruption will occur in the traditional directory assistance space
• ACTIONS
• APPENDIX
  • Definitions
    • Contact centers
    • Dual tone multi-frequency (DTMF)
    • Interactive voice response (IVR)
    • Open standards
    • Voice-XML
  • Methodology
  • Further reading
  • Ask the analyst
  • Datamonitor consulting
  • Disclaimer