IVR（自動音声応答）の世界市場、2030年までの予測：展開モード別、ソリューション別、組織規模別、技術別、エンドユーザー別、地域別

Stratistics MRCによると、世界のIVR（自動音声応答）市場は2024年に59億米ドルを占め、予測期間中のCAGRは8.8%で、2030年には99億米ドルに達すると予測されています。

IVRとは、キーパッドから入力される音声やDTMF（2周波）トーンを通じて、発信者とコンピュータシステム間の自動対話を可能にする電話通信技術です。IVRシステムを利用することで、通話者は人間の介入なしにメニューシステムを操作し、情報にアクセスし、取引を実行することができます。IVRシステムは、カスタマーサービス、銀行、通信などの分野で広く利用されており、大量の通話に対応し、24時間365日サービスを提供することで、効率性を高めています。

インターネットサービスと携帯電話の利用増加

インターネットサービスや携帯電話の利用率の高まりは、モバイルフレンドリーなオムニチャネル顧客サービスソリューションへのアクセシビリティと需要を高め、IVR市場に大きな影響を与えています。スマートフォンを利用するユーザーが増加する中、企業はIVRシステムをモバイルアプリやウェブサービスと統合し、音声とデジタルのやり取りをシームレスに移行できるようにしています。接続性の向上とスマートフォンの普及により、柔軟性と拡張性に優れた先進的なクラウドベースIVRシステムの導入が促進されています。この動向は、AIを活用した音声認識など高度なIVRテクノロジーの開発を促進し、モバイル中心の世界における顧客体験と業務効率の向上を実現します。

複雑性と統合の課題

IVRシステムをCRMやERPプラットフォームなどの既存インフラと統合するには、技術的な負荷とリソースの集約が必要となり、導入コストと時間の増加につながります。また、複雑なIVRメニューや他のカスタマーサービスチャネルとの連携が不十分な場合、利用者の不満が募り、ネガティブな顧客体験や満足度の低下を招く可能性があります。このような課題は、IVRソリューションの導入やアップグレードを躊躇させ、市場の成長やイノベーションの妨げとなります。

セルフサービスオプションに対する需要の高まり

顧客が自主的に問題を解決することを望む傾向が強まる中、企業は効率的でユーザーフレンドリーなセルフサービス機能を提供する高度なIVRシステムへの投資を進めています。この動向は、AIを活用した自然言語処理やパーソナライズされた対話など、高度なIVR機能の開発を促進し、顧客満足度の向上と運用コストの削減を実現します。セルフサービスの重視がIVR市場のイノベーションを加速する

パーソナライゼーションの欠如

IVRシステムが個々の顧客のニーズを認識できなかったり、ニーズに合った応答を提供できなかったりすると、ユーザーは不満や不満を感じ、離脱率が高くなったり、人の手による対応を好むようになったりします。このようなパーソナライズされたインタラクションの欠如は、IVRソリューションの効率性や認知価値を損ない、企業のIVRシステムへの投資やアップグレード意欲を低下させます。その結果、ユーザーの期待に応え、カスタマーエクスペリエンス全体を向上させる、より高度でパーソナライズされたカスタマーサービスが求められるようになり、市場の成長は鈍化しています。

COVID-19の影響

COVID-19の流行は、企業が通話量の増加やリモートワークの課題に直面したため、音声自動応答（IVR）システムの採用を加速させました。IVRシステムは、現場スタッフを必要としない効率的な顧客サービスを可能にし、問い合わせの急増に対応し、サービスの継続性を維持しました。デジタルトランスフォーメーションへのシフトは、ユーザーエクスペリエンスと業務効率を高めるためにAIと自動化を統合した先進的なクラウドベースIVRソリューションの必要性を浮き彫りにしました。パンデミック（世界的大流行）は、需要の急激な変化に対応するための拡張性と柔軟性を備えたIVRシステムの重要性を浮き彫りにし、IVR市場の成長と技術革新の原動力となりました。

クラウドベースIVR分野が予測期間中最大となる見込み

クラウドベースIVRは、他のクラウドベースサービスやCRMシステムとシームレスに統合され、一貫性のある柔軟なカスタマーサービスプラットフォームを提供するため、同分野の成長は大きいと推定されます。この統合により、パーソナライズされた顧客対応とより効率的なサービスプロセスが実現します。企業はクラウドベースIVRシステムをリモートで管理できるため、利便性と柔軟性が向上します。これは、遠隔地や分散した従業員を抱える企業にとって特に有利です。

予測期間中、タッチトーンベースIVR分野が最も高いCAGRが見込まれる

タッチトーンベースIVR分野は、予測期間中にCAGRが最も高く成長すると予測されています。このようなシステムは、残高照会やアポイントメントのスケジューリングなど、従来は人間のオペレーターが必要であったルーチン作業を自動化することで、運用コストを大幅に削減するからです。タッチトーンIVRにより、顧客は独自にタスクを実行できるようになり、利便性と満足度が向上しました。このセルフサービスモデルは標準的な期待となっており、より高度なIVRシステムの開発に影響を与えています。

最大のシェアを占める地域

予測期間中、アジア太平洋地域が最大の市場シェアを占めると予測されています。これは、銀行、ヘルスケア、小売、通信などの業界がIVRシステムの主要な導入先であるためです。これらの業界では、顧客サポート、予約スケジューリング、決済処理、情報発信などにIVRが活用されています。また、IVRシステムは定型的な問い合わせやトランザクションを自動化することで運用コストを削減し、人的介入の必要性を最小限に抑えて24時間365日のサービス提供を可能にします。

CAGRが最も高い地域：

音声認識と人工知能（AI）機能の強化により、IVRシステムはより直感的でユーザーフレンドリーなものとなっています。これらの技術により、より自然な対話が可能になり、顧客のフラストレーションが軽減され、サービス効率が向上します。さらに、IVRシステムの向上により、迅速かつ正確な応答が可能になり、顧客満足度が向上しています。CRMとの統合によりパーソナライズされたインタラクションも、ユーザーエクスペリエンスの向上に貢献します。

無料のカスタマイズサービス

本レポートをご購読のお客様には、以下の無料カスタマイズオプションのいずれかをご利用いただけます：

• 企業プロファイル
  • 追加市場プレーヤーの包括的プロファイリング（3社まで）
  • 主要企業のSWOT分析（3社まで）
• 地域セグメンテーション
  • 顧客の関心に応じた主要国の市場推計・予測・CAGR（注：フィージビリティチェックによる）
• 競合ベンチマーキング
  • 製品ポートフォリオ、地理的プレゼンス、戦略的提携に基づく主要企業のベンチマーキング

目次

第1章 エグゼクティブサマリー

第2章 序文

• 概要
• ステークホルダー
• 調査範囲
• 調査手法
  • データマイニング
  • データ分析
  • データ検証
  • 調査アプローチ
• 調査情報源
  • 1次調査情報源
  • 2次調査情報源
  • 前提条件

第3章 市場動向分析

• 促進要因
• 抑制要因
• 機会
• 脅威
• 技術分析
• エンドユーザー分析
• 新興市場
• COVID-19の影響

第4章 ポーターのファイブフォース分析

• 供給企業の交渉力
• 買い手の交渉力
• 代替品の脅威
• 新規参入業者の脅威
• 競争企業間の敵対関係

第5章 世界のIVR市場：展開モード別

• クラウドベースIVR
• オンプレミスIVR

第6章 世界のIVR市場：ソリューション別

• コールルーティング
• アウトバウンド

第7章 世界のIVR市場：組織規模別

• 中小企業
• 大企業

第8章 世界のIVR市場：技術別

• 音声ベースIVR
• タッチトーンベースIVR
• TTS IVR

第9章 世界のIVR市場：エンドユーザー別

• 旅行・ホスピタリティ
• 製薬・ヘルスケア
• 通信
• 輸送・物流
• メディア、小売、eコマース
• 銀行・金融サービス・保険（BFSI）
• その他

第10章 世界のIVR市場：地域別

• 北米
  • 米国
  • カナダ
  • メキシコ
• 欧州
  • ドイツ
  • 英国
  • イタリア
  • フランス
  • スペイン
  • その他欧州
• アジア太平洋地域
  • 日本
  • 中国
  • インド
  • オーストラリア
  • ニュージーランド
  • 韓国
  • その他アジア太平洋地域
• 南米
  • アルゼンチン
  • ブラジル
  • チリ
  • その他南米
• 中東・アフリカ
  • サウジアラビア
  • アラブ首長国連邦
  • カタール
  • 南アフリカ
  • その他中東・アフリカ

第11章 主な発展

• 契約、パートナーシップ、コラボレーション、合弁事業
• 買収と合併
• 新製品発売
• 事業拡大
• その他の主要戦略

第12章 企業プロファイリング

• 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
• VoiceVault

List of Tables

• Table 1 Global Interactive Voice Response Market Outlook, By Region (2022-2030) ($MN)
• Table 2 Global Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 3 Global Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 4 Global Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 5 Global Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 6 Global Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 7 Global Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 8 Global Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 9 Global Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 10 Global Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 11 Global Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 12 Global Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 13 Global Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 14 Global Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 15 Global Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 16 Global Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 17 Global Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 18 Global Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 19 Global Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 20 Global Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 21 Global Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 22 Global Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)
• Table 23 North America Interactive Voice Response Market Outlook, By Country (2022-2030) ($MN)
• Table 24 North America Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 25 North America Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 26 North America Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 27 North America Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 28 North America Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 29 North America Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 30 North America Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 31 North America Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 32 North America Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 33 North America Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 34 North America Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 35 North America Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 36 North America Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 37 North America Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 38 North America Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 39 North America Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 40 North America Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 41 North America Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 42 North America Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 43 North America Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 44 North America Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)
• Table 45 Europe Interactive Voice Response Market Outlook, By Country (2022-2030) ($MN)
• Table 46 Europe Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 47 Europe Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 48 Europe Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 49 Europe Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 50 Europe Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 51 Europe Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 52 Europe Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 53 Europe Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 54 Europe Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 55 Europe Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 56 Europe Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 57 Europe Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 58 Europe Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 59 Europe Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 60 Europe Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 61 Europe Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 62 Europe Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 63 Europe Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 64 Europe Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 65 Europe Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 66 Europe Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)
• Table 67 Asia Pacific Interactive Voice Response Market Outlook, By Country (2022-2030) ($MN)
• Table 68 Asia Pacific Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 69 Asia Pacific Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 70 Asia Pacific Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 71 Asia Pacific Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 72 Asia Pacific Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 73 Asia Pacific Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 74 Asia Pacific Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 75 Asia Pacific Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 76 Asia Pacific Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 77 Asia Pacific Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 78 Asia Pacific Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 79 Asia Pacific Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 80 Asia Pacific Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 81 Asia Pacific Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 82 Asia Pacific Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 83 Asia Pacific Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 84 Asia Pacific Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 85 Asia Pacific Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 86 Asia Pacific Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 87 Asia Pacific Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 88 Asia Pacific Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)
• Table 89 South America Interactive Voice Response Market Outlook, By Country (2022-2030) ($MN)
• Table 90 South America Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 91 South America Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 92 South America Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 93 South America Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 94 South America Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 95 South America Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 96 South America Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 97 South America Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 98 South America Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 99 South America Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 100 South America Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 101 South America Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 102 South America Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 103 South America Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 104 South America Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 105 South America Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 106 South America Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 107 South America Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 108 South America Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 109 South America Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 110 South America Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)
• Table 111 Middle East & Africa Interactive Voice Response Market Outlook, By Country (2022-2030) ($MN)
• Table 112 Middle East & Africa Interactive Voice Response Market Outlook, By Deployment Mode (2022-2030) ($MN)
• Table 113 Middle East & Africa Interactive Voice Response Market Outlook, By Cloud-Based IVR (2022-2030) ($MN)
• Table 114 Middle East & Africa Interactive Voice Response Market Outlook, By On-Premise IVR (2022-2030) ($MN)
• Table 115 Middle East & Africa Interactive Voice Response Market Outlook, By Solution (2022-2030) ($MN)
• Table 116 Middle East & Africa Interactive Voice Response Market Outlook, By Call Routing (2022-2030) ($MN)
• Table 117 Middle East & Africa Interactive Voice Response Market Outlook, By Outbound (2022-2030) ($MN)
• Table 118 Middle East & Africa Interactive Voice Response Market Outlook, By Organization Size (2022-2030) ($MN)
• Table 119 Middle East & Africa Interactive Voice Response Market Outlook, By Small & Medium Enterprises (SMEs) (2022-2030) ($MN)
• Table 120 Middle East & Africa Interactive Voice Response Market Outlook, By Large Scale Enterprises (2022-2030) ($MN)
• Table 121 Middle East & Africa Interactive Voice Response Market Outlook, By Technology (2022-2030) ($MN)
• Table 122 Middle East & Africa Interactive Voice Response Market Outlook, By Speech-Based IVR (2022-2030) ($MN)
• Table 123 Middle East & Africa Interactive Voice Response Market Outlook, By Touch-Tone Based IVR (2022-2030) ($MN)
• Table 124 Middle East & Africa Interactive Voice Response Market Outlook, By Text-to-Speech IVR (2022-2030) ($MN)
• Table 125 Middle East & Africa Interactive Voice Response Market Outlook, By End User (2022-2030) ($MN)
• Table 126 Middle East & Africa Interactive Voice Response Market Outlook, By Travel & Hospitality (2022-2030) ($MN)
• Table 127 Middle East & Africa Interactive Voice Response Market Outlook, By Pharma & Healthcare (2022-2030) ($MN)
• Table 128 Middle East & Africa Interactive Voice Response Market Outlook, By Telecommunications (2022-2030) ($MN)
• Table 129 Middle East & Africa Interactive Voice Response Market Outlook, By Transportation & Logistics (2022-2030) ($MN)
• Table 130 Middle East & Africa Interactive Voice Response Market Outlook, By Media, Retail, & E-commerce (2022-2030) ($MN)
• Table 131 Middle East & Africa Interactive Voice Response Market Outlook, By Banking, Financial Services & Insurance (BFSI) (2022-2030) ($MN)
• Table 132 Middle East & Africa Interactive Voice Response Market Outlook, By Other End Users (2022-2030) ($MN)

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.

Market Dynamics:

Driver:

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.

Restraint:

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.

Opportunity:

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

Threat:

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.

Region with largest share:

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.

Region with highest CAGR:

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.

Key Developments:

In May 2024, 8x8 Partners with Military Makeover to Honor and Support Veterans. The stories of the company's military veterans and showcase the positive qualities and contributions veterans bring to the workplace.

In April 2024, 8x8 Launches Operator Connect for Microsoft Teams to Streamline Reliable Telephony Deployment and Adoption for Organizations Using Teams. The launch of Operator Connect provides customers with greater flexibility and opportunities to augment their investment in the platform.

In April 2024, Cisco Hypershield offers an AI-powered, integrated security solution for comprehensive protection across networks and clouds, moving beyond isolated defenses.

Deployment Modes Covered:

• Cloud-Based IVR
• On-Premise IVR

Solutions Covered:

• Call Routing
• Outbound

Organization Sizes Covered:

• Small & Medium Enterprises (SMEs)
• Large Scale Enterprises

Technologies Covered:

• Speech-based IVR
• Touch-tone based IVR
• Text-to-speech IVR

End Users Covered:

• Travel and Hospitality
• Pharma and Healthcare
• Telecommunications
• Transportation and Logistics
• Media, Retail, and E-commerce
• Banking, Financial Services and Insurance (BFSI)
• Other End Users

Regions Covered:

• North America
  • US
  • Canada
  • Mexico
• Europe
  • Germany
  • UK
  • Italy
  • France
  • Spain
  • Rest of Europe
• Asia Pacific
  • Japan
  • China
  • India
  • Australia
  • New Zealand
  • South Korea
  • Rest of Asia Pacific
• South America
  • Argentina
  • Brazil
  • Chile
  • Rest of South America
• Middle East & Africa
  • Saudi Arabia
  • UAE
  • Qatar
  • South Africa
  • Rest of Middle East & Africa

What our report offers:

• Market share assessments for the regional and country-level segments
• Strategic recommendations for the new entrants
• Covers Market data for the years 2022, 2023, 2024, 2026, and 2030
• Market Trends (Drivers, Constraints, Opportunities, Threats, Challenges, Investment Opportunities, and recommendations)
• Strategic recommendations in key business segments based on the market estimations
• Competitive landscaping mapping the key common trends
• Company profiling with detailed strategies, financials, and recent developments
• Supply chain trends mapping the latest technological advancements

Free Customization Offerings:

All the customers of this report will be entitled to receive one of the following free customization options:

• Company Profiling
  • Comprehensive profiling of additional market players (up to 3)
  • SWOT Analysis of key players (up to 3)
• Regional Segmentation
  • Market estimations, Forecasts and CAGR of any prominent country as per the client's interest (Note: Depends on feasibility check)
• Competitive Benchmarking
  • Benchmarking of key players based on product portfolio, geographical presence, and strategic alliances

Table of Contents

1 Executive Summary

2 Preface

• 2.1 Abstract
• 2.2 Stake Holders
• 2.3 Research Scope
• 2.4 Research Methodology
  • 2.4.1 Data Mining
  • 2.4.2 Data Analysis
  • 2.4.3 Data Validation
  • 2.4.4 Research Approach
• 2.5 Research Sources
  • 2.5.1 Primary Research Sources
  • 2.5.2 Secondary Research Sources
  • 2.5.3 Assumptions

3 Market Trend Analysis

• 3.1 Introduction
• 3.2 Drivers
• 3.3 Restraints
• 3.4 Opportunities
• 3.5 Threats
• 3.6 Technology Analysis
• 3.7 End User Analysis
• 3.8 Emerging Markets
• 3.9 Impact of Covid-19

4 Porters Five Force Analysis

• 4.1 Bargaining power of suppliers
• 4.2 Bargaining power of buyers
• 4.3 Threat of substitutes
• 4.4 Threat of new entrants
• 4.5 Competitive rivalry

5 Global Interactive Voice Response Market, By Deployment Mode

• 5.1 Introduction
• 5.2 Cloud-Based IVR
• 5.3 On-Premise IVR

6 Global Interactive Voice Response Market, By Solution

• 6.1 Introduction
• 6.2 Call Routing
• 6.3 Outbound

7 Global Interactive Voice Response Market, By Organization Size

• 7.1 Introduction
• 7.2 Small & Medium Enterprises (SMEs)
• 7.3 Large Scale Enterprises

8 Global Interactive Voice Response Market, By Technology

• 8.1 Introduction
• 8.2 Speech-based IVR
• 8.3 Touch-tone based IVR
• 8.4 Text-to-speech IVR

9 Global Interactive Voice Response Market, By End User

• 9.1 Introduction
• 9.2 Travel and Hospitality
• 9.3 Pharma and Healthcare
• 9.4 Telecommunications
• 9.5 Transportation and Logistics
• 9.6 Media, Retail, and E-commerce
• 9.7 Banking, Financial Services and Insurance (BFSI)
• 9.8 Other End Users

10 Global Interactive Voice Response Market, By Geography

• 10.1 Introduction
• 10.2 North America
  • 10.2.1 US
  • 10.2.2 Canada
  • 10.2.3 Mexico
• 10.3 Europe
  • 10.3.1 Germany
  • 10.3.2 UK
  • 10.3.3 Italy
  • 10.3.4 France
  • 10.3.5 Spain
  • 10.3.6 Rest of Europe
• 10.4 Asia Pacific
  • 10.4.1 Japan
  • 10.4.2 China
  • 10.4.3 India
  • 10.4.4 Australia
  • 10.4.5 New Zealand
  • 10.4.6 South Korea
  • 10.4.7 Rest of Asia Pacific
• 10.5 South America
  • 10.5.1 Argentina
  • 10.5.2 Brazil
  • 10.5.3 Chile
  • 10.5.4 Rest of South America
• 10.6 Middle East & Africa
  • 10.6.1 Saudi Arabia
  • 10.6.2 UAE
  • 10.6.3 Qatar
  • 10.6.4 South Africa
  • 10.6.5 Rest of Middle East & Africa

11 Key Developments

• 11.1 Agreements, Partnerships, Collaborations and Joint Ventures
• 11.2 Acquisitions & Mergers
• 11.3 New Product Launch
• 11.4 Expansions
• 11.5 Other Key Strategies

12 Company Profiling

• 12.1 8x8, Inc
• 12.2 ATandT Intellectual Property
• 12.3 Avaya Inc
• 12.4 Cisco Systems
• 12.5 Dialogic Corporation
• 12.6 Five9 Inc.
• 12.7 Genesys
• 12.8 Intrado
• 12.9 IVR Lab
• 12.10 Nortex Communications
• 12.11 Nuance Communications, Inc.
• 12.12 paragon semvox GmbH
• 12.13 Raytheon Technologies Corporation
• 12.14 True Image Interactive Inc
• 12.15 Vector Capital
• 12.16 Verizon Communications
• 12.17 Voicent Communication Inc
• 12.18 VoiceVault