Global Intelligent Virtual Agent Product and Market Report 2017
DUBLIN, September 27, 2017 /PRNewswire/ --
The "2017 Intelligent Virtual Agent Product and Market Report" report has been added to Research and Markets' offering.
The 2017 Intelligent Virtual Agent Product and Market Report is the only in-depth analysis of these emerging solutions. It provides a timely and thorough analysis of the overall market and 7 innovative vendors who offer a broad range of solutions that address customer service, contact centers and other enterprise uses. The 6 vendors covered in detail in this Report are: [24]7, Astute Solutions, Creative Virtual, Interactions, Next IT and SmartAction. Artificial Solutions is covered at a higher level.
The market is ready for IVAs. These solutions, also known as bots, chatbots, virtual assistants, virtual agents, and a wide variety of other synonyms, use artificial intelligence (AI), machine learning and other technologies to build advanced speech and digital-enabled self-service solutions that are cost effective and appealing to customers, who actually prefer to help themselves in this channel, as long as it works. Designed to emulate human conversations and interactions, IVAs can provide assistance for many activities that previously required the attention of live agents, including customer service, help desk, product information, marketing, sales, placing orders and reservations, and more.
The new AI-based solutions address a wide variety of enterprise and contact center needs. And what we are seeing today is just the beginning, as companies are investing billions of dollars in these solutions. Next-gen IVAs with more self-learning capabilities are on the horizon. In the future, IVAs will use an increasing amount of self-learning technology that allows them to get smarter over time and adapt to customers' individual preferences as they learn from past interactions to improve their understanding of what customers want and need.
Key Elements of this Report
- Definition of IVAs: what they are, how they work, and an examination of the functional components that compise these solutions
- Service deployment options for IVA solutions
- Evolution of self-service, from interactive voice response (IVR) to IVA and beyond
- The state of AI: what's real and what to expect in the future
- Review of the market trends and challenges that are driving investments
- Discussion of IVA market innovation, including what is planned to be delivered in the next 12 - 18 months
- Insights into the current uses, benefits and verticalized applications of IVAs for contact centers and enterprises
- Examination of the role of IVAs in delivering a personalized and effortless self-service experience to enhance the customer journey
- A look at how IVAs are improving the agent experience with real-time guidance, next-best-action recommendations and self-service functions to help agents manage their work/life balance
- Review and assessment of the IVA competitive landscape
- IVA 5-year market growth projections
- Overview of the 7 leading and contending IVA vendors, including company snapshots, go-to-market strategies and product offerings
- High-level technical analysis, including accuracy/tuning and integration features
- High-level functional summary, including administration, security and compliance, and reporting, dashboards and analytics
- Best practices for transitioning to an IVA solution
- Implementation analysis, including vendor methodology, best practices, training and professional services, and maintenance and support
- Return on investment (ROI) analysis
- Vendor pricing models for on-premise, cloud-based and managed service IVA solutions
- Detailed company reports for the 7 IVA vendors, analyzing their products, functionality and future product development plans
- IVA Glossary of Terms
- Comprehensive IVA Vendor Directory
Key Topics Covered:
1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology 3.1 Report Participation Criteria
4. What are Intelligent Virtual Agents? 4.1 DMG Definition of IVAs 4.2 Vendor Definitions
5. Service Delivery Models 5.1 DMG Service Delivery Definitions 5.2 Vendor Service Delivery Options
6. The Self-Service Revolution 6.1 From IVR to IVA 6.2 From Knowledge Management to IVA 6.3 Stand-Alone IVA Solutions 6.4 What's Next
7. AI: What's Real and What's Not
8. 2017 Intelligent Virtual Agent Trends and Challenges 8.1 Intelligent Virtual Agent Trends for 2017 8.2 IVA Challenges for 2017
9. IVA Market Innovation 9.1 New Product Features 9.2 Emerging Capabilities
10. IVAs at Your Service 10.1 Verticalized Applications
11. Digital Concierges Enhance the Customer Journey
12. Virtual Assistance: Improving the Agent Experience
13. IVA Competitive Landscape 13.1 Technology Sectors Delivering IVA Solutions 13.2 IVA Vendor Executive Summaries
14. IVA Market Projections
15. IVA Vendors and Solutions 15.1 Company Snapshots 15.2 IVA Go-To-Market Strategy 15.3 Vendor Offerings and Products
16. High-Level Technical Summary 16.1 Accuracy/Tuning 16.2 Integration
17. High-Level Functional Summary 17.1 Administration 17.2 Security and Compliance 17.3 Dashboards, Reporting and Analytics
18. IVA Best Practices
19. Implementation Analysis 19.1 Implementation Process 19.2 Implementation Best Practices 19.3 Training and Professional Services 19.4 Maintenance and Support
20. Pricing 20.1 Premise-Based 20.2 Cloud-Based 20.3 Managed Service
21. Company Reports 21.1 [24]7, Inc 21.2 Artificial Solutions 21.3 Astute Solutions 21.4 Creative Virtual Ltd. 21.5 Interactions LLC 21.6 Next IT 21.7 SmartAction
For more information about this report visit https://www.researchandmarkets.com/research/9gbghp/2017_intelligent
Media Contact:
Laura Wood, Senior Manager [email protected]
For E.S.T Office Hours Call +1-917-300-0470 For U.S./CAN Toll Free Call +1-800-526-8630 For GMT Office Hours Call +353-1-416-8900
U.S. Fax: 646-607-1907 Fax (outside U.S.): +353-1-481-1716
[ Back To TMCnet.com's Homepage ]
|