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Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus)
Technology

  • Publication Date:January 2009
  • Publisher:Datamonitor
  • Product Type: Report
  • Pages:49

Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus) Technology

Introduction

Datamonitor's IVR Decision Matrix 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 you should explore, consider and, most importantly, shortlist.

Scope

  • 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 include: Aspect, Avaya, Cisco, Convergys / Intervoice, Genesys, Holly Connects, Nortel, Syntellect / Envox and Voxeo.


  • Highlights

    The advent of VoiceXML, the open standard for IVR and next-generation IVR platforms, is 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.

    IVR platforms are becoming commoditized and are increasingly being sold bundled with larger contact center suites. Furthermore, vendors are providing more areas of the IVR solution stack from open-standards-based platforms, development tools, applications, services and hosting. The last few years have witnessed a number of mergers and acquisitions.

    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 in the current economic downturn.

    Reasons to Purchase

  • Understand the key trends in the IVR market and and assess the competitive dynamics.
  • Gain detailed knowledge of the leading IVR vendors' strengths with regards to technology, user sentiment and market impact.
  • IT managers will gain valuable insight to improve their IVR strategy and purchasing decisions.
    • Overview
    • Catalyst
    • Summary
      • Market Developments
      • Definitions
      • Ivr
      • Traditional Ivr
      • Open Standards-Based Platforms (Voice Portals And Voice Platforms)
      • Market Trends
      • Ivr Is Moving From A Hardware- To A Software-Based Technology With Voicexml And Web Services
      • The Changing Contact Center And Evolving Ivr Platform
      • The Sluggish Economy Has Led To An Increased Focus On Customer Service And Retention
      • Deployment Flexibility Is Increasingly Important
      • Growing Adoption Of Speech Self Service And Routing
      • Diversifying Offerings To Target Multichannel Campaigns
      • The Ivr Market Continues To Consolidate
      • The Ivr Decision Matrix
      • Core Ivr Decision Matrix
      • Extended Ivr Decision Matrix
      • Market Leaders: Genesys, Voxeo
      • The Challengers: Avaya, Cisco, Convergys / Intervoice, Nortel
      • The Prospects: Aspect, Holly Connects, Syntellect / Envox
      • Market Leaders
      • Market Leaders: Technology Assessment
      • Market Leaders: End-User Sentiment
      • Market Leaders: Market Impact
      • Vendor Analysis
      • Aspect: Ivr Radars
      • Recommendation: Explore
      • Customer Rankings
      • Avaya: Ivr Radars
      • Recommendation: Consider
      • Customer Rankings
      • Cisco: Ivr Radars
      • Recommendation: Consider
      • Customer Rankings
      • Convergys / Intervoice: Ivr Radars
      • Recommendation: Consider
      • Genesys: Ivr Radars
      • Recommendation: Shortlist
      • Customer Rankings
      • Holly Connects: Ivr Radars
      • Recommendation: Explore
      • Customer Rankings
      • Nortel: Ivr Radars
      • Recommendation: Consider
      • Customer Rankings
      • Syntellect / Envox: Ivr Radars
      • Recommendation: Explore
      • Customer Rankings
      • Voxeo: Ivr Radars
      • Recommendation: Shortlist
      • Customer Rankings
    • Summary
      • Customer Service And Technical Messaging Are Increasingly Important
    • Appendix
      • Summary Scores
      • Datamonitor Ratings
      • Definitions
      • Extended Methodology
      • Technology Assessment
      • End-User Sentiment
      • Market Impact
      • Sources
      • Further Reading
      • Ask The Analyst
      • Datamonitor Consulting
      • Disclaimer
    • List Of Tables
      • Table 1: The Leading Ivr Platform Vendors (In Alphabetical Order)
      • Table 2: The Ivr Decision Matrix
      • Table 3: Ivr Decision Matrix - Vendor Scores Summary
    • List Of Figures
      • Figure 1: The Changing Contact Center
      • Figure 2: The Ivr Decision Matrix
      • Figure 3: Extended Ivr Decision Matrix: Technology Assessment And Market Impact Scores Only
      • Figure 4: Market Leaders Analysis: Technology Assessment
      • Figure 5: Market Leaders: End-User Sentiment
      • Figure 6: Market Leaders: Market Impact
      • Figure 7: The Aspect Ivr Radars
      • Figure 8: The Avaya Ivr Radars
      • Figure 9: The Cisco Ivr Radars
      • Figure 10: The Convergys / Intervoice Ivr Radars
      • Figure 11: The Genesys Ivr Radars
      • Figure 12: The Holly Connects Ivr Radars
      • Figure 13: The Nortel Ivr Radars
      • Figure 14: The Syntellect Ivr Radars
      • Figure 15: The Voxeo Ivr Radars
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