1 May 2008
Open standard Interactive Voice Response (IVR) software solutions are proliferating enterprise contact centres at a rapid rate, due to the greater flexibility, agility, affordability, scalability and innovation that they provide to business, it has been claimed.
According to research from market analyst Datamonitor, 2008 will see the number of enterprises integrating Voice-XML-based IVR software into their contact centres exceed those integrating traditional IVR.
It explained that automated IR systems save businesses money and employee resources, while making routine customer services and inquiries available to customers around the clock.
Datamonitor predicted that global investment in IVR will increase from $475 million (£240 million) in 2006 to $845 million (£426 million) by 2012, as businesses become more responsive. It estimated that 69 per cent of IVR shipments will be Voice-XML-based solutions by 2009.
"Customer service has become a key differentiator among companies that experience high volumes of regular customer interactions," explained Saurabh Virmani, customer interactions technology analyst at Datamonitor.
"In an increasingly competitive market where improved customer satisfaction and resource management are vital to success, the constraints of today’s legacy IVR systems cannot meet the growing needs of enterprises."
At a recent conference hosted by enterprise content management association AIIM, attendees were told that the future of customer relationship management rests upon implementing web 2.0 techniques to open the way for user-generated content.
Storm botnet dissipates as malware grows
The Storm botnet fell to just five per cent of its original size in .....
IT managers 'too preoccupied by maintenance'
Senior level IT managers are being prohibited from taking on a larger role in .....
Technology consolidation 'key to business success'
A new study of 175 companies by research company Aberdeen has revealed that consolidation .....
Virtual offices 'provide business value'
With some 41.4 million employees expected to spend at least on day a week .....
Enterprise social networking growing 'faster than expected'
Social networking for enterprises established itself in 2007, enjoying much faster growth than many .....
Personal IP communications to reach 500m users by 2012
There will be nearly half a billion worldwide personal IP communications subscribers by 2012, .....
SAP to bring business software to BlackBerry
BlackBerry manufacturer Research in Motion (RIM) has teamed with software giant SAP to bring .....
Thomson Reuters Signs Up for BT WAN
Telecoms company and networked IT services provider BT has announced a new agreement with .....
Mobile network connections 'to expand massively in next few years'
The number of mobile network connections used by devices for machine-to-machine communication will grow .....
Mobile operators to begin femtocell deployments in 2008
More than 100,000 femtocell units will ship in 2008, but the market won't get .....
Customer satisfaction key to determining outsourcing decision
Although outsourcing help desk services can reduce costs by as much as 30 to .....
Future of Virtualisation 'Lies in Mobility'
With the rapid uptake of virtualisation having lowered capital costs and reduced operational costs .....
Workforce performance management market 'growing'
The market for workforce performance management (WPM) software and services will grow to $2.55 .....
IT directors 'delaying Windows Vista rollout'
Only a few UK IT directors are planning to install Windows Vista in their .....
Companies 'must deliver on flexible working'
Now that they have the technological means to deliver remote and mobile working solutions, .....
Hackers 'turning towards hardware'
A number of computer hackers have begun creating malicious hardware which is much more .....
IT Emissions to Quadruple by 2020
Carbon emissions from datacentre operations will quadruple over the next 12 years, with the .....
Lazy programming 'leads to hacker attacks'
Poor programming practices by web developers have been blamed for the recent string of .....
Aim technology unveils on-demand applications
Analytical performance management software solutions provider Aim Technology has announced that it is to .....
Enterprise mobility a 'top investment priority'
In 2008, enterprise mobility will remain one of the top investment priorities among most .....
Firms 'cannot afford to ignore social networks'
With the increased consumer traffic being generated by social networks, retailers must develop a .....
SMEs using mobiles to secure added business
Small and medium enterprises (SMEs) are using mobile technology to keep up to date .....
Vendors announce 'virtualised firewalls'
IT security vendor Secure Computing has announced a new partnership with VMware to provide .....
IT crucial to delivery of globalised business services
Enterprises will need to utilise software-as-a-service (SaaS) and distributed computing if they are to .....
Organisations integrating automated software into contact centres
Open standard Interactive Voice Response (IVR) software solutions are proliferating enterprise contact centres at .....
RFID readers 'becoming more innovative'
Radio Frequency Identification (RFID) readers are becoming more integrated and more innovative, a new .....
Consumers predominantly email and search on internet
Although consumers are becoming increasingly interested in internet video and web 2.0 technologies such .....
Simple steps to protect from online ID fraud
Simple tasks, such as ensuring that sensitive documents are properly disposed of, and making .....