Contact center solutions provider Genesys (News - Alert) has reason to celebrate this week. Analyst group Gartner has lauded the former’s interactive voice response (IVR) and customer interaction solutions product, giving it a “Strong Positive” rating in a recent report entitled, “MarketScope for IVR Systems and Enterprise Voice Portals.” The report was published on August 12, 2013, and the formal announcement by Genesys was made at the SpeechTEK (News - Alert) show.
Contact centers use IVR solutions for a number of reasons: to route calls to the correct department, or to provide self-service help to customers who navigate the system in order to find answers to frequently asked questions, such as account balances or due dates. A properly designed IVR solution can take the pressure off agents and reduce the number of calls going to live agents, which saves money.
“Interactive voice response (IVR) and voice portal platforms are valuable technologies for improving the return on contact center investments,” wrote Gartner (News - Alert) analysts in the report. “These systems enable enterprises to reduce their reliance on contact center agents to resolve customer service issues. Leading companies require their customer service operations to increase their use of automation and offer greater levels of personalization in customer self-service, and continuously increase self-service utilization and call completion rates.”
In recent years, Genesys has taken positive steps to strengthen its IVR and voice portfolio. The company acquired a number of players in this space, including LM Sistemas, UTOPY (News - Alert), Angel and SoundBite Communications. This has positioned Genesys as a leader in the voice self-service, proactive communication and speech analytics solutions marketplace. The company sells its solutions to customers of all sizes through either cloud-based, premise-based or hybrid delivery models.
According to Genesys, it was the only company to receive the “Strong Positive” rating in the space from Gartner.
“In our view, being the only vendor to receive a ‘Strong Positive’ rating in Gartner’s MarketScope report validates both our strategy and the completeness of our voice self-service solutions,” said Paul Segre (News - Alert), CEO and president of Genesys, in a statement. “Personalized self-service is a key element to delivering engaging customer experiences. Our solution now offers enterprises the most complete and flexible platform to meet their rapidly evolving requirements.”
The SpeechTEK event is taking place this week at New York’s Marriott Marquis Hotel.
Edited by Alisen Downey