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Intelligent Automation: The Rise Of Personalized IVR In Customer Self-Service Outlines The Products And Services That Typically Constitute Personalized IVR(M2 PressWIRE Via Acquire Media NewsEdge) Dublin - Research and Markets (http://www.researchandmarkets.com/research/cda37f/intelligent_automa) has announced the addition of the "Intelligent automation: the rise of personalized IVR in customer self-service" report to their offering. Since 2008 there has been an upturn in the adoption of personalized interactive voice response (IVR)-related services and solutions. Nonetheless, many enterprises that could reap benefits from personalized IVR havent deployed it. A large part of the problem is definitional: many enterprises simply dont know what IVR is. This paper outlines the products and services that typically constitute personalized IVR, presents the business benefits of deploying such a solution, and offers some case studies in a range of verticals that underscore its advantages. Key Topics Covered: Executive summary In a nutshell Ovum view Key messages Market opportunity What is personalized IVR? Types of personalization Personalization by caller behavior (complexity = basic) Personalization using outbound IVR (complexity = basic-intermediate) Personalization by caller type (complexity = intermediate) Personalization by caller relationship (complexity = advanced) The technologies and services that constitute personalized IVR Computer telephony integration (CTI) IVR platforms Customizable applications Business analytics CRM solutions Reporting tools Professional services Commonly personalized applications Market trends and drivers Realizing the potential of personalized IVR Customer trends Customer willingness to leave an enterprise Shifting customer demographics Uptake of mobile phones and services Enterprise trends Emergence of flexible deployment models in a recession Premise-based managed services Emergence of creative pricing models Maturing of speech self-service solutions Market drivers Enterprises have new products and services to support Enterprises want to integrate siloed data Optimizing agent resources; decreasing call handling time Barriers to adoption Growth projections of personalized IVR products and services Customer impact Vertical and regional breakdowns Customer impact by region North America Western Europe Vertical breakdown: communications Customer retention Handling multiple products and services: deployment case studies - MultiChoice in South Africa; Belgacom in Belgium Managing consistent policies in the care channel: deployment case study - major carrier in North America Vertical breakdown: travel & tourism Mergers and acquisitions Airlines have invested in personalization solutions Collapsing multiple IVR entrances: deployment case study - American Airlines in North America Using interactive outbound to handle multiple customer touchpoints: deployment case study - Continental Airlines in North America Vertical breakdown: financial services Deployment case study - major investment and insurance company in North America Vertical breakdown: retail and entertainment & leisure Consistency between different interaction channels: deployment case study - DSW in North America Consumers show channel preference: deployment case study - Dominos Pizza in North America Vertical breakdown: public sector and healthcare Intelligent routing to quickly resolve complex issues: deployment case study - Contact Solutions Competitive landscape Vendor profiles Avaya Cisco Contact Solutions Convergys Genesys Nuance SpeechCycle Tellme TuVox VoltDelta Voxeo Voxify Go-to-market Substantial growth in personalized IVR-related solutions market Dont over-productize services Offer personalized IVR as a hosted or managed service Show RoI with each iteration Availability of data determines interface Respect the callers personal space Appendix Definitions Applications Computer Telephony Integration (CTI) IVR platforms Customizable applications Business analytics Customer relationship management (CRM) solutions Reporting tools Professional services Contact center Dual-tone multi-frequency (DTMF) Interactive voice response (IVR) Voice-XML List of Tables Table 1: Growth of personalized IVR products and services Table 2: Growth of personalized IVR products and services by vertical List of Figures Figure 1: Levels of personalization Figure 2: Commonly personalized applications Figure 3: Changes in consumer population Figure 4: Growth of personalized IVR products and services Figure 5: Growth of personalized IVR products and services by vertical Figure 6: Speech applications breakdown Figure 7: Providers of personalized IVR solutions For more information visit http://www.researchandmarkets.com/research/cda37f/intelligent_automa Source: Ovum ((Comments on this story may be sent to [email protected])) (c) 2010 M2 COMMUNICATIONS [ Back To TMCnet.com's Homepage ] |