New research reveals the North American market for hosted outbound integrated voice response (IVR) services is set to more than double from an estimated $213 million in 2008 to $524 million by 2013. Outbound IVR is the next generation contact center technology used for automated, phone-based outbound communications. The report, “Hosted Speech and Outbound IVR Services”, explains that the global market is shifting towards a more personalized, directed method of enterprise communication with customers. At the same time, enterprises are looking for ways to maintain an increased level of communication with customers while controlling costs. Continue reading “Outbound IVR services to more than double by 2013″ »

BT has a strong presence in the SMB market and has just expanded its portfolio with a new unified communications (UC) service aimed at these customers. It hopes to utilize its “Communications Complete” solution to build long-term partnerships. BT has chosen to work with Cisco and is using its UC500 platform for this new service. The UC500 system offers functionality for up to 50 users, so is an ideal platform for BT to use to target SMBs. BT is already a technology partner and reseller for Cisco and it is set to further leverage Cisco’s strength in UC by this move.

Continue reading “BT and Cisco Team up to Launch “Communications Complete”” »

A new report analyses five important developments that will be impacting this market over the next twelve months. Whilst concerns over green IT, employee productivity and the economy may inhibit investments in some emerging technologies, Datamonitor believes that these issues will make unified communications a compelling business proposition for enterprises.

The continued media focus on green IT is also likely to affect the unified communications market positively. Vendors will continue to market solutions from this perspective, helping to reduce businesses’ carbon footprints. Continue reading “Unified Communications are the Way Forward for Eco-Friendly Businesses” »