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INDUSTRY NEWS


1 May 2008

Organisations integrating automated software into contact centres


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.

© 2006 Adfero Ltd.

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