If there's one undeniable trend in IVR, it's that enterprises, government agencies and other organizations are migrating to hosted solutions. In 2012, Ovum estimates that hosted and managed speech services will account for 60 percent of the total spending on IVR speech solutions in North America...
Posted to
Customer Experience Experts Blog
by
Dena Skrbina
on 12-13-2012
Filed under: customer experience, Voice XML, self-service, IVR optimization, customer service, hosted IVR, cloud computing, IVR hosting, customer care, customer satisfaction, IVR, hosted, cloud
Interactive Voice Response (IVR) has come a long way over the years. What started out as simple systems for banks and airlines to provide after-hours touchtone access to routine requests is expected to grow into a nearly $3 billion market by 2017 , handling billions of calls across various channels and...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on 05-25-2012
Filed under: CTI, customer experience, contact center, customer service, hosted IVR, Nuance On Demand, IVR hosting, customer care, IVR, natural language, hosted, cloud
In this business it's not uncommon to encounter customer care professionals that question the intelligence of making large improvements to their IVR applications. Many view themselves as visionaries, so investing in a twenty year old technology is not high on their priority list. Their attention...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on 04-27-2012
Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud
