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Identifying opportunities for network IVR in a changing global landscape
Ovum, Oct 2010, Pages: 10
The dividing lines between telecommunications providers, cable operators, and Internet companies are blurring as converged networks and multimedia communications emerge. As a result, competition is intensifying and service providers must differentiate on service and application delivery. In the realm of prepaid and value-added services, network interactive voice response (IVR) is still heavily used for automation and service enablement by service providers. However, with the growing adoption of smartphones, service providers now need to carefully craft strategies that maintain the value within value-add services while continuing to capitalize on their existing network IVR investments.
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