Another insider singled out
SPEECH SELF-SERVICE SUITE
Spurred by growing pressure on companies to increase their use of self-service automation as a way to curtail contact center costs, investment in interactive voice response systems has remained strong, even during the worst of the recent recession. Now companies that were initially attracted to hosted and managed IVR solutions will continue to demand cloud-based solutions. "It is clear that companies that offer a hosting option, either exclusively or as a hybrid, are growing more rapidly than vendors that primarily sell on-premises IVR solutions," says
Additionally, "the fastest-growing companies are broadening their market reach by using the cloud to move down market, by reducing initial costs and speeding implementation, and by developing function-specific modules that can be sold as turnkey installations," he mentions.
In general, Bucci expects IVR vendors to take great pains to broaden their market potential beyond just the larger contact centers. "Today there are less than 4,000 contact centers in the world with 1,000 or more agents, and all of them have some form of IVR installed," he says.
Contact Solutions, which won the category in 2009, reprises its role on the leaderboard this year after solid performances in depth of functionality (4.3), ability to customize (4.2), ability to integrate (4.0), and cost (3.9). Its risky guarantee of results is paying off for the company, which this year launched
Last year's category winner,
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