IVR systems have long been utilized by companies in an effort to reduce costs and burden on their customer support personnel. Further monetary savings have been achieved by outsourcing some or all of the infrastructure required to operate an IVR system to a hosted contact center. It should come as no surprise that in this recent economic downturn, while many companies have tried to find ways to remain profitable, companies specializing in hosted contact services have seen tremendous growth.
A recent study by DMG Consultants indicates that growth in the hosted contact center infrastructure market has exceeded expectations through the first half of 2009. Forecasts suggest that the market will grow by 30 percent in 2009 and again by 35 percent in 2010 before settling to 20 percent growth in 2011. The reasoning behind the massive growth arises from the fact that many companies see the benefit of IVR technology but don't have the capital to invest in the costly equipment. The downstream effects of this growth bodes well for the future of the IVR industry as whole through these tough economic times.
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