1.     Executive Summary
2.     Introduction
3.     DMG Consulting Research Methodology
        3.1    Report Participation Criteria
4.     IVR Market Overview
        4.1    Dynamic and Evolving Market
        4.2    Sizing the Market and Competitors
        4.3    IVR Market Segmentation
5.     Competitive Landscape
        5.1    IVR Vendor Categories
        5.2    Mergers and Acquisitions
        5.3    Expansion into Enterprises
        5.4    Packaged Applications
        5.5    Non-Traditional Partnerships
        5.6    Vendor Synopsis
6.     Service Delivery Models
        6.1    Vendor Definitions of Hosting and Managed Service
        6.2    DMG Consulting Service Delivery Definitions
7.     Vendor Offerings
8.     State of the Hosted/Managed Service IVR Market
        8.1     2009 Hosted/Managed Service IVR Trends and Challenges
9.     Future of the IVR Market
10.   High-Level IVR Technology/Capabilities
        10.1   High-Level Functional Comparison
11.   IVR Detailed Capabilities
12.   Outbound Proactive Customer Care
        12.1   Outbound Legislation Helps Create the Outbound IVR Market
        12.2   High-Value Uses and Benefits of Outbound Notification
        12.3   Outbound IVR Value Proposition
        12.4   The Outlook for Outbound Notification
13.   IVR Revenue and Market Share Analysis
        13.1   2007 Total IVR Revenue and Market Share
        13.2   2007 Premise-Based Inbound IVR Revenue and Market Share
        13.3   2007 Hosted/Managed Service IVR Revenue and Market Share
        13.4   Total 2007 Inbound IVR (Premise-Based and Hosted/Managed Service)
                  Revenue and Market Share
        13.5   2007 Hosted/Managed Service Outbound IVR Revenue and Market Share
        13.6   Hosted/Managed Service Market Activity Analysis
14.   Market Projections
15.   Benefits and Return on Investment of Hosted/Managed Service IVR Solutions
        15.1   Hosted/Managed Service Value Proposition
        15.2   Return on Investment
16.   Deciding if Hosted/Managed Service IVR is Right for Your Company
17.   Vendor Snapshot
18.   Vendor Strategy and Positioning
19.   Products
20.   Go-to-Market Strategy
21.   Hosted/Managed Services Implementation and Support Analysis
22.   Getting the Most Out of Hosted/Managed Service IVR
        22.1   IVR Optimization Services
23.   Pricing
        23.1   Hosted/Managed Service IVR Pricing Ranges
        23.2   Pricing Models
        23.3   Gain Sharing
        23.4   Service Guarantee Programs
24.   Service Level Agreements
25.   Hosted/Managed Service IVR Technology
        25.1   Multi-Tenancy
        25.2   Virtualization
        25.3   Internet Protocol
26.   Security
27.   Data Back-Up and Contingency
28.   Professional Services
29.   Technology Innovation and Enhancements
        29.1   Planned Innovation
30.   Company Reports
        30.1   Contact Solutions Inc
        30.2   Nuance
        30.3   Prairie Interactive Messaging (A CSG Company)
        30.4   Tellme Networks, Inc. (A Microsoft Subsidiary)
        30.5   TuVox
        30.6   Voxify
        30.7   West Interactive
Appendix: Hosted IVR Vendor Directory

Table of Figures

Figure 1:   Customer Experience Analytics
Figure 2:   Hosted/Managed Service IVR Vendor Landscape
Figure 3:   Vendor Definitions of Hosting and Managed Service
Figure 4:   Service Delivery Models
Figure 5:   Hosted/Managed Service Offerings
Figure 6:   Hosted/Managed Service IVR Trends
Figure 7:   Hosted/Managed Service IVR Market Challenges
Figure 8:   Future of the IVR Market
Figure 9:   Hosted/Managed Service IVR Platforms
Figure 10: High-Level Functional Comparison
Figure 11: Detailed IVR Capabilities
Figure 12: Hosted Outbound IVR Vendors
Figure 13: Proactive Customer Care Applications
Figure 14: 2007 Total IVR Revenue and Share
Figure 15: 2007 Total IVR Market Share
Figure 16: 2007 Premise-Based Inbound IVR Revenue and Market Share
Figure 17: 2007 Premise-Based Inbound IVR Revenue and Market Share
Figure 18: 2007 Hosted/Managed Service IVR Revenue and Market Share
Figure 19: 2007 Hosted/Managed Service IVR Revenue and Market Share
Figure 20: Total 2007 Inbound IVR (Premise-Based and Hosted/Managed
                 Service) Revenue and Market Share
Figure 21: Total 2007 Inbound IVR (Premise-Based and Hosted/Managed
                 Service) Market Share
Figure 22: 2007 Hosted/Managed Service Outbound IVR Revenue and Market Share
Figure 23: 2007 Hosted/Managed Service Outbound IVR Revenue and Market Share
Figure 24: Hosted/Managed Service Market Activity Analysis
Figure 25: IVR Market Growth Projections, 2008 to 2011
Figure 26: IVR Market Growth Projections, 2008 – 2011
Figure 27: IVR Market Revenue Projections, 2008 – 2011
Figure 28: Hosted/Managed Service ROI by Vendor
Figure 29: Hosted/Managed Service IVR Company Snapshot
Figure 30: Hosted/Managed Service IVR Vendor Strategy
Figure 31: Hosted IVR Vendor Products
Figure 32: Hosted/Managed Service IVR Product Modules and Functionality
Figure 33: Go-to Market Strategy
Figure 34: Hosted/Managed Service IVR Implementation and Support Analysis
Figure 35: IVR Optimization Offerings
Figure 36: Pricing Ranges
Figure 37: Service Level Agreements and Service Guarantees
Figure 38: Multi-Tenancy
Figure 39: Virtualization
Figure 40: Internet Protocol
Figure 41: Security
Figure 42: Data Center, Back-Up and Contingency
Figure 43: Professional Services

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

Order Information
To order a copy of the 2009 Hosted/Managed Service IVR Market Report, contact Deborah Navarra at 516-628-1098 or deborah.navarra@dmgconsult.com. You may also purchase the Report online.