Global demand for outsourced enterprise voice services will rise considerably in the next two years, according to research.
The market will be worth $76.5m by 2005, representing 80 per cent growth on 2003 revenues, according to Datamonitor.
The analyst suggested that the traditional benefits associated with outsourcing technology and applications, such as the elimination of capital costs and opportunity for continuous upgrading, are pertinent to voice outsourcing.
However, Datamonitor said that "unique advantages" exist that will help drive the market for voice services forward, such as systems using voice recognition.
Outsourced voice applications are gaining recognition because they represent "a perfect fit" for customer services which are costly and time inefficient for in-house contact centre agents to handle, but are unsuitable for touch-tone systems.
The analyst predicted that outsourced voice will be used most widely in financial services, telecoms, technology and government, all of which will account for 58 per cent of total outsourced voice revenues.
Voice interactions are more natural than traditional touch-tone voice response systems and offer broader access to information without the frustration associated with the long option lists of touch-tone menus.
Datamonitor technology analyst Tom Pringle said in a statement: "Voice business technologies are still relatively new, and as a result there are few businesses out there with the necessary expertise to develop and deploy voice solutions.
"There can be little doubt that over time this intelligence will be dispersed as the market is continually pushed from niche to commodity."
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