A report by independent market analyst Datamonitor is predicting a seven-fold rise in global enterprise expenditure on transactional-enabling voice solutions. Voice-automated self-service interfaces allow end-users to conduct commercial transactions. They have the potential to help companies reduce variable overhead costs and are also ideal for expanding self-service revenue generation. The report, “Emerging voice applications: towards voice transactions,” predicts global voice-enabled transactional solutions will earn technology vendors revenues of $377m by year end 2008 compared to $56m today. “Not so long ago, e-Commerce was heralded by many as a ‘flash in the pan’ technology. Many of those sceptics are also predicting short life for transactional voice solutions too. But should vendors continue to produce solid offerings that customers enjoy using, the sceptics will be proven wrong once again,” says Peter Ryan, Datamonitor technology analyst and author of the report. The most popular transactional voice solutions currently in use include account management, order processing, pay-as-you-go top-up and reservations. From the standpoint of account management, the main provisions being deployed by enterprises include bill payment provisions, which are proving popular with both telcos and utilities.
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