IVR

Further to the continuous demand for a better understanding of the competitive landscape in the interactive voice response, or “IVR,” market, Datamonitor, an independent, premium business information and market analysis company, has developed the IVR Decision Matrix report titled, “Decision Matrix Selecting an IVR Vendor in the Enterprise Competitor Focus.”

 

According to company officials, the report explores the competitive dynamics within the IVR market and helps businesses select a vendor based on its technology strength, reputation among customers and impact in the market. Datamonitor provides a complete view of vendor capabilities and advises on those one should explore, consider and, most importantly, shortlist.

 

IVR interacts with key systems, PBXs and automatic call distributors, or “ACDs,” through analog ports, digital ports and LAN or WAN connectivity. IVR generally comes in two forms: traditional IVR and open-standards-based platforms.

 

The report provides an overview of the most important trends affecting the IVR market and influencing its competitive dynamics; delivers a comparison of IVR vendors in terms of their technology, user sentiment and market impact; presents a detailed view of each vendor's IVR portfolio, as well as providing advice on the suitability of these offerings.

 

Vendors covered in the report include: Aspect (News - Alert), Avaya, Cisco, Convergys / Intervoice, Genesys, Holly Connects, Nortel, Syntellect / Envox and Voxeo.

 

According to the report, the advent of VoiceXML (News - Alert), the open standard for IVR and next-generation IVR platforms, is said to be helping businesses to re-evaluate the strategic value of IVR in the enterprise. VoiceXML enables IVR to work in a web services environment through a software-based solution rather than an all-in-one hardware platform.

 

The report also mentioned about IVR platforms becoming commoditized and increasingly being sold bundled with larger contact center suites. Furthermore, vendors are said to be providing more areas of the IVR solution stack from open-standards-based platforms, development tools, applications, services and hosting.

 

There is also a mention in the report about the huge number of mergers and acquisitions happening in the recent times.

 

Moving forward, vendors are likely to be focusing on providing adaptable deployment options, supporting a wide range of applications and offering greater pricing flexibility. There is likely to be an increase in the uptake of hosted and hybrid IVR solutions as enterprises assess CAPEX and OPEX (News - Alert) in the current economic downturn.

 

Key analysis of this report enables an purchaser to understand the key trends in the IVR market and assess the competitive dynamics; Gain detailed knowledge of the leading IVR vendors' strengths with regards to technology, user sentiment and market impact.