New Standards and Features to Expand IVR Boundaries

Introduction

Integration of communication channels is the key to optimizing customer service and improving customer retention rates.Over the next several years IP will be the fundamental base where other enterprise and service provider applications and back-end systems must work fluidly with to leverage the benefits of a converged network.

Scope

• New standards and features to increase the horizon of IVR capabilities, reduce complexity and create more revenue generating opportunities.
• By leveraging IP, companies to expand traditional channels of customer interactions and improve customer service effectiveness through multimodality.

Highlights

New functions and features such speaker identification and verification, video interactive services and modality to greatly enhance Voice-XML performance and facilitate interoperability with external applications and media components.

New standards for multimedia capabilities should lead to the development of richer and less complex Video IVR applications allowing organizations to fully capitalize on the potential in their contact center service offerings and open up a new revenue stream.

Reasons to Purchase

• The report highlights the challenges vendors face and looks at the new functionalities and features that can be added to overcome the same.
• Vendors need to address the data security and system maintenance concerns of customers in a multitenant IVR environment.