Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus)
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1 Brochure More information from Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus) Description: The IVR Decision Matrix report explores the competitive dynamics within the IVR market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market. Datamonitor provides a complete view of vendor capabilities and advises on those you should explore, consider and, most importantly, shortlist. Scope - Provides an overview of the most important trends affecting the IVR market and influencing its competitive dynamics. - Delivers a comparison of IVR vendors in terms of their technology, user sentiment and market impact. - Presents a detailed view of each vendors IVR portfolio, as well as providing advice on the suitability of these offerings. - Vendors covered include: Aspect, Avaya, Cisco, Convergys / Intervoice, Genesys, Holly Connects, Nortel, Syntellect / Envox and Voxeo. Highlights of this title The advent of VoiceXML, the open standard for IVR and next-generation IVR platforms, is helping businesses to re-evaluate the strategic value of IVR in the enterprise. VoiceXML enables IVR to work in a web services environment through a software-based solution rather than an all-in-one hardware platform. IVR platforms are becoming commoditized and are increasingly being sold bundled with larger contact center suites. Furthermore, vendors are providing more areas of the IVR solution stack from open-standards -based platforms, development tools, applications, services and hosting. The last few years have witnessed a number of mergers and acquisitions. Moving forward, vendors are likely to be focusing on providing adaptable deployment options, supporting a wide range of applications and offering greater pricing flexibility. There is likely to be an increase in the uptake of hosted and hybrid IVR solutions as enterprises assess CAPEX and OPEX in the current economic downturn. Key reasons to purchase this title - Understand the key trends in the IVR market and and assess the competitive dynamics. - Gain detailed knowledge of the leading IVR vendors strengths with regards to technology, user sentiment and market impact. - IT managers will gain valuable insight to improve their IVR strategy and purchasing decisions. Contents: Overview 1 Catalyst 1 Summary 1 Market Developments 5 Definitions 5 IVR 5 Traditional IVR 5
2 Open standards-based platforms (voice portals and voice platforms) 5 Market trends 6 IVR is moving from a hardware- to a software-based technology with VoiceXML and web services 6 The changing contact center and evolving IVR platform 7 The sluggish economy has led to an increased focus on customer service and retention 8 Deployment flexibility is increasingly important 8 Growing adoption of speech self service and routing 8 Diversifying offerings to target multichannel campaigns 9 The IVR market continues to consolidate 9 The IVR Decision Matrix 10 Core IVR Decision Matrix 10 Extended IVR Decision Matrix 12 Market leaders: Genesys, Voxeo 13 The challengers: Avaya, Cisco, Convergys / Intervoice, Nortel 14 The prospects: Aspect, Holly Connects, Syntellect / Envox 15 Market Leaders 16 Market leaders: technology assessment 16 Market leaders: end-user sentiment 17 Market leaders: market impact 18 Vendor Analysis 20 Aspect: IVR radars 20 Recommendation: explore 21 Customer rankings 21 Avaya: IVR radars 22 Recommendation: consider 23 Customer rankings 24 Cisco: IVR radars 25 Recommendation: consider 26 Customer rankings 26 Convergys / Intervoice: IVR radars 27 Recommendation: consider 28 Genesys: IVR radars 29 Recommendation: shortlist 30 Customer rankings 31 Holly Connects: IVR radars 32 Recommendation: explore 33 Customer rankings 34 Nortel: IVR radars 35 Recommendation: consider 36 Customer rankings 36 Syntellect / Envox: IVR radars 37 Recommendation: explore 38 Customer rankings 38 Voxeo: IVR radars 39 Recommendation: shortlist 40 Customer rankings 41 Summary 42 Customer service and technical messaging are increasingly important 42 APPENDIX 43 Summary scores 43 Datamonitor ratings 43 Definitions 43 Extended methodology 44 Technology assessment 45 End-user sentiment 45 Market impact 46 Sources 47 Further reading 47 Ask the analyst 47 Datamonitor consulting 47 Disclaimer 47
3 List of Tables Table 1: The leading IVR platform vendors (in alphabetical order) 10 Table 2: The IVR Decision Matrix 13 Table 3: IVR Decision Matrix - vendor scores summary 43 List of Figures Figure 1: The changing contact center 6 Figure 2: The IVR Decision Matrix 11 Figure 3: Extended IVR Decision Matrix: technology assessment and market impact scores only 12 Figure 4: Market leaders analysis: technology assessment 16 Figure 5: Market leaders: end-user sentiment 18 Figure 6: Market leaders: market impact 19 Figure 7: The Aspect IVR radars 20 Figure 8: The Avaya IVR radars 22 Figure 9: The Cisco IVR radars 25 Figure 10: The Convergys / Intervoice IVR radars 27 Figure 11: The Genesys IVR radars 29 Figure 12: The Holly Connects IVR radars 32 Figure 13: The Nortel IVR radars 35 Figure 14: The Syntellect IVR radars 37 Figure 15: The Voxeo IVR radars 39 Ordering: Order Online - Order by Fax - using the form below Order by Post - print the order form below and send to Research and Markets, Guinness Centre, Taylors Lane, Dublin 8,
4 Page 1 of 2 Fax Order Form To place an order via fax simply print this form, fill in the information below and fax the completed form to (from USA) or (from Rest of World). If you have any questions please visit Order Information Please verify that the product information is correct and select the format(s) you require. Product Name: Web Address: Office Code: Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus) SC Product Formats Please select the product formats and quantity you require: Quantity Hard Copy: Electronic (PDF) - Single User: Electronic - Enterprisewide: USD USD 57 Shipping/Handling USD 3395 USD 8488 * Shipping/Handling is only charged once per order. Contact Information Please enter all the information below in BLOCK CAPITALS Title: Mr Mrs Dr Miss Ms Prof First Name: Last Name: Address: * Job Title: Organisation: Address: City: Postal / Zip Code: Country: Phone Number: Fax Number: * Please refrain from using free accounts when ordering (e.g. Yahoo, Hotmail, AOL)
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