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SUMMARY
Overview
Introduction
This brief will provide vendors with strategies to develop an optimal solution
to gain more share in the IVR market in a changing infrastructure environment.
Scope
A discussion on the dynamics of the IVR in the changing infrastructure
environment. An overview of the growth of Voice-XML based IVR solutions and
the principal reasons for this expansion. A description of the ways in which
vendors can align their IVR solutions to help customers increase quality of
customer care.
Report Highlights
- How vendors can help customers leverage the IVR platform for the entire
enterprise and create channels for revenue generation.
- Strategies for vendors to build a migration plan for customers to move
towards a more open-standards based platform and to implement it by developing
a healthy partner ecosystem.
Reasons to Purchase
- Learn about the market dynamics and the actions vendors should take to be
successful in the market.
- Comprehend how open-standards - Voice-XML based IVR can help lower overall
costs for enterprises and create new revenue channels for service providers
TABLE OF CONTENTS
- DATAMONITOR VIEW
- ANALYSIS
- Implement a flexible migration plan that meets the unique needs of
companies
- Showcase the advantages of moving to a Voice-XML platform
- Tackle inhibitions on a case-by-case basis
- Protect customer installed base with strategic pricing strategies
- Focus on the core features and functions of IVR platforms
- Develop an effective and unique partner ecosystem
- Partnering with application developers
- Partnering with system integrators (SI's)
- Partner with strategy and management consulting firms
- Position IVR as an enabling platform across the entire enterprise
- Unified Communications
- Field services
- Align IVR with new revenue channels
- Multimedia benefits all stakeholders
- Preempt customer interaction requirement
- ACTIONS
- Give customers a roadmap to upgrade to the new technology
- Allow businesses to design and manage their own applications
- Sell IVR to the enterprise
- Provide more channels to generate revenues
- APPENDIX
- Definitions
- Contact centers
- Dual tone multi-frequency (DTMF)
- Interactive voice response (IVR)
- Open standards
- Voice-XML
- Methodology
- Further reading
- Ask the analyst
- Datamonitor consulting
- Disclaimer
- List of Tables
- Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012
- Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by
proportion
- List of Figures
- Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012
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