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市場調查報告書
商品編碼
1511287
到 2030 年全球 IVR(互動式語音應答)市場預測:按部署模式、解決方案、組織規模、技術、最終用戶、地區Interactive Voice Response Market Forecasts to 2030 - Global Analysis By Deployment Mode (Cloud-Based IVR and On-Premise IVR), Solution, Organization Size, Technology, End User and By Geography |
根據Stratistics MRC預測,2024年全球IVR(互動式語音回應)市場規模將達到59億美元,預計到2030年將達到99億美元,預測期內複合年成長率為8.8%。
IVR 是一種電話通訊技術,可透過小鍵盤的語音輸入或 DTMF(雙頻)音實現呼叫者與電腦系統之間的自動互動。 IVR 系統允許呼叫者導航選單系統、存取資訊並執行交易,而無需人工干預。 IVR 系統廣泛應用於客戶服務、銀行和通訊等領域,透過處理大量呼叫並提供 24/7 服務來提高效率。
網路服務和行動電話的使用增加
網路服務和行動電話使用量的增加正在推動行動友善全通路客戶服務解決方案的可近性和需求,從而對 IVR 市場產生重大影響。隨著越來越多的用戶使用智慧型手機,企業正在將 IVR 系統與行動應用程式和網路服務整合,以無縫過渡語音和數位互動。連接性的增強和智慧型手機的普及正在推動靈活且擴充性的先進的雲端基礎的IVR 系統的採用。這一趨勢將推動先進 IVR 技術的發展,例如人工智慧語音辨識,以改善以行動為中心的世界中的客戶體驗和業務效率。
複雜性和整合挑戰
將 IVR 系統與現有基礎設施(例如 CRM 和 ERP 平台)集中需要技術投入和資源密集度,從而增加了實施成本和時間。此外,複雜的 IVR 選單以及與其他客戶服務管道的整合不佳可能會導致使用者不滿意,從而導致負面的客戶體驗和較低的滿意度。這些挑戰阻礙了市場的採用和升級,阻礙了市場的成長和創新。
自助服務選項的需求不斷成長
隨著客戶越來越希望獨立解決問題,公司正在投資先進的 IVR 系統,以提供高效且方便用戶使用的自助服務功能。這一趨勢將推動先進 IVR 功能的發展,例如人工智慧驅動的自然語言處理和個人化交互,以提高客戶滿意度並降低營運成本。重視自助服務加速IVR市場創新
缺乏個性化
當 IVR 系統無法識別個別客戶的需求或提供量身定做的回應時,使用者會變得不滿意和不滿意,從而導致高放棄率和對人際互動的偏好增加。缺乏個人化互動會降低 IVR 解決方案的效率和感知價值,從而降低公司投資或升級 IVR 系統的意願。因此,由於需要更複雜和個人化的客戶服務來滿足用戶期望並改善整體客戶經驗,市場成長正在放緩。
COVID-19 的影響
由於企業面臨通話量增加和遠距工作挑戰,COVID-19 的爆發加速了互動語音回覆系統(IVR) 系統的採用。 IVR 系統無需現場工作人員即可實現高效的客戶服務,回應激增的查詢並保持服務的連續性。向數位轉型的轉變凸顯了對先進的雲端基礎的IVR 解決方案的需求,這些解決方案整合了人工智慧和自動化,以增強用戶體驗和業務效率。此次疫情凸顯了 IVR 系統的重要性,這些系統具有擴充性和靈活性,可應對需求的快速變化,從而推動 IVR 市場的成長和創新。
雲端基礎的IVR 細分市場預計將在預測期內成為最大的細分市場
雲端基礎的IVR 預計將在該領域出現顯著成長,因為它與其他雲端基礎的服務和 CRM 系統無縫整合,以提供一致且靈活的客戶服務平台。這種整合可實現個人化的客戶互動和更有效率的服務流程。企業可以遠端管理雲端基礎的IVR 系統,提高便利性和靈活性。這對於位置偏遠或勞動力分散的公司來說尤其有利。
基於按鍵式的 IVR 產業預計在預測期內複合年成長率最高
預計基於按鍵的 IVR 領域在預測期內將以最高複合年成長率成長。此類系統透過自動化傳統上需要人工操作的日常任務(例如檢查餘額和安排預約)來顯著降低營運成本。按鍵式 IVR 讓客戶可以獨立執行任務,提高便利性和滿意度。這種自助服務模式已成為一種標準期望,並影響了更先進的 IVR 系統的開發。
預計亞太地區在預測期內將佔據最大的市場佔有率。這是因為銀行、醫療保健、零售和通訊等行業是 IVR 系統的主要部署產業。這些行業使用 IVR 進行客戶支援、預訂安排、付款處理、資訊傳播等。 IVR 系統還透過自動化日常查詢和交易、最大限度地減少人為干預的需要並實現 24/7 服務交付來降低營運成本。
語音辨識和人工智慧 (AI) 功能的增強使 IVR 系統更加直覺和方便用戶使用。這些技術可實現更自然的交互,減少客戶的挫折感並提高服務效率。此外,IVR 系統的改進可以實現更快、更準確的回應,從而提高客戶滿意度。與 CRM 整合的個人化互動也有助於改善使用者體驗。
According to Stratistics MRC, the Global Interactive Voice Response Market is accounted for $5.9 billion in 2024 and is expected to reach $9.9 billion by 2030 growing at a CAGR of 8.8% during the forecast period. Interactive Voice Response (IVR) is a telephony technology that enables automated interactions between callers and a computer system through voice and DTMF (dual-tone multi-frequency) tones input via a keypad. IVR systems allow callers to navigate a menu system, access information, and perform transactions without human intervention. Widely used in customer service, banking, and telecommunications, IVR systems improve efficiency by handling high call volumes and providing 24/7 service availability.
Rising usage of internet services and cell phones
The rising usage of internet services and cell phones has significantly impacted the Interactive Voice Response (IVR) market by increasing accessibility and demand for mobile-friendly, omnichannel customer service solutions. As more users rely on smartphones, businesses are integrating IVR systems with mobile apps and web services, enabling seamless transitions between voice and digital interactions. Enhanced connectivity and smartphone penetration facilitate the adoption of advanced, cloud-based IVR systems, which offer greater flexibility and scalability. This trend drives the development of sophisticated IVR technologies, such as AI-driven speech recognition, improving customer experience and operational efficiency in a mobile-centric world.
Complexity and integration challenges
Integrating IVR systems with existing infrastructure, such as CRM and ERP platforms, can be technically demanding and resource-intensive, leading to increased implementation costs and time. Additionally, complex IVR menus and poor integration with other customer service channels can frustrate users, resulting in negative customer experiences and reduced satisfaction. These challenges can deter businesses from adopting or upgrading IVR solutions, slowing market growth and innovation.
Growing demand for customer self-service options
As customers increasingly prefer to resolve issues independently, businesses are investing in advanced IVR systems that provide efficient, user-friendly self-service features. This trend promotes the development of sophisticated IVR capabilities, such as AI-driven natural language processing and personalized interactions, improving customer satisfaction and reducing operational costs. The emphasis on self-service accelerates innovation in the IVR market
Lack of personalization
When IVR systems fail to recognize individual customer needs or provide tailored responses, users often experience frustration and dissatisfaction, leading to higher abandonment rates and a preference for human assistance. This lack of personalized interaction undermines the efficiency and perceived value of IVR solutions, discouraging businesses from investing in or upgrading their IVR systems. Consequently, the market growth slows as organizations seek more advanced, personalized customer service alternatives that better meet user expectations and enhance the overall customer experience.
Covid-19 Impact
The COVID-19 pandemic accelerated the adoption of Interactive Voice Response (IVR) systems as businesses faced increased call volumes and remote work challenges. IVR systems enabled efficient customer service without requiring on-site staff, addressing the surge in inquiries and maintaining service continuity. The shift towards digital transformation highlighted the need for advanced, cloud-based IVR solutions, integrating AI and automation to enhance user experience and operational efficiency. The pandemic underscored the importance of scalable, flexible IVR systems in adapting to sudden changes in demand, ultimately driving growth and innovation in the IVR market.
The cloud-based IVR segment is expected to be the largest during the forecast period
The cloud-based IVR segment is estimated to have a lucrative growth, as these systems integrate seamlessly with other cloud-based services and CRM systems, providing a cohesive and flexible customer service platform. This integration facilitates personalized customer interactions and more efficient service processes. Businesses can manage cloud-based IVR systems remotely, offering convenience and flexibility. This is particularly advantageous for organizations with remote or distributed workforces.
The touch-tone based IVR segment is expected to have the highest CAGR during the forecast period
The touch-tone based IVR segment is anticipated to witness the highest CAGR growth during the forecast period, as these systems significantly reduced operational costs by automating routine tasks, such as balance inquiries and appointment scheduling, which previously required human operators. Touch-tone IVR empowered customers to perform tasks independently, enhancing convenience and satisfaction. This self-service model has become a standard expectation, influencing the development of more advanced IVR systems.
Asia Pacific is projected to hold the largest market share during the forecast period owing to the sectors such as banking, healthcare, retail, and telecommunications are major adopters of IVR systems. These industries leverage IVR for customer support, appointment scheduling, payment processing, and information dissemination. In addition IVR systems help organizations reduce operational costs by automating routine inquiries and transactions, thereby minimizing the need for human intervention and enabling 24/7 service availability.
North America is projected to have the highest CAGR over the forecast period, owing to enhanced speech recognition and artificial intelligence (AI) capabilities are making IVR systems more intuitive and user-friendly. These technologies allow for more natural interactions, reducing customer frustration and improving service efficiency. Moreover improved IVR systems enhance customer satisfaction by providing quick and accurate responses. Personalized interactions through CRM integration also contribute to a better user experience.
Key players in the market
Some of the key players in the Interactive Voice Response Market include 8x8, Inc, ATandT Intellectual Property, Avaya Inc, Cisco Systems, Dialogic Corporation, Five9 Inc., Genesys, Intrado, IVR Lab, Nortex Communications, Nuance Communications, Inc., paragon semvox GmbH, Raytheon Technologies Corporation, True Image Interactive Inc, Vector Capital, Verizon Communications, Voicent Communication Inc and VoiceVault.
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