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Profiting from IVR in a Rapidly Shifting Marketplace (Strategy Focus)


Description: This brief will provide vendors with strategies to develop an optimal solution to gain more share in the IVR market in a changing infrastructure environment.

Scope


- A discussion on the dynamics of the IVR in the changing infrastructure environment.

- An overview of the growth of Voice-XML based IVR solutions and the principal reasons for this expansion.

- A description of the ways in which vendors can align their IVR solutions to help customers increase quality of customer care.


Highlights of this title

How vendors can help customers leverage the IVR platform for the entire enterprise and create channels for revenue generation.

Strategies for vendors to build a migration plan for customers to move towards a more open-standards based platform and to implement it by developing a healthy partner ecosystem.

Key reasons to purchase this title


- Learn about the market dynamics and the actions vendors should take to be successful in the market.

- Comprehend how open-standards - Voice-XML based IVR can help lower overall costs for enterprises and create new revenue channels for service providers


Contents: OUR VIEW 1
CATALYST 1
SUMMARY 1
ANALYSIS 2
Implement a flexible migration plan that meets the unique needs of companies 2
Showcase the advantages of moving to a Voice-XML platform 3
Tackle inhibitions on a case-by-case basis 4
Protect customer installed base with strategic pricing strategies 5
Focus on the core features and functions of IVR platforms 5
Develop an effective and unique partner ecosystem 6
Partnering with application developers 6
Partnering with system integrators (SIs) 6
Partner with strategy and management consulting firms 6
Position IVR as an enabling platform across the entire enterprise 7
Unified Communications 7
Field services 7
Align IVR with new revenue channels 8
Multimedia benefits all stakeholders 8
Preempt customer interaction requirement 8
ACTIONS 9
Give customers a roadmap to upgrade to the new technology 9
Allow businesses to design and manage their own applications 9
Sell IVR to the enterprise 9
Provide more channels to generate revenues 9
APPENDIX 10
Definitions 10
Contact centers 10
Dual tone multi-frequency (DTMF) 10
Interactive voice response (IVR) 10
Open standards 10
Voice-XML 11
Methodology 11
Further reading 11
Ask the analyst 11
Our consulting 11
Disclaimer 11
List of Tables
Table 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 3
Table 2: Voice-XML vs. Traditional IVR revenue, 2006- 2012 by proportion 3
List of Figures
Figure 1: Voice-XML vs. Traditional IVR revenue, 2006- 2012 2


Companies Mentioned FPIC Insurance Group, Inc Rudolph Technologies, Inc.


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Profiting from IVR in a Rapidly Shifting Marketplace (Strategy Focus)
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