For IT Infrastructure & Operations Professionals (Length: 21 pages)

Executive Summary (This is a document excerpt)

Forrester evaluated vendors of leading speech self-service platforms, also referred to as voice portals, across 54 criteria and found that Nortel Networks gained the top position, joined by Genesys Telecommunications Laboratories, Intervoice, and Avaya, for premise-based solutions — thanks to their speech platform services and application support. Tellme Networks achieved top honors, accompanied by West and Convergys, for leadership in the hosted speech self-service platform category — with comprehensive service and support capabilities and extensive turnkey services. Market changes since the last Forrester Wave™ of this topic are reflected in this updated evaluation. New entries in the hosted solution category include West, Voxify, and Voxeo. After several acquisitions in the market, some companies now reappear under new names. Speech self-service continues to be a dynamic market due to its ability to provide quality solutions for automating voice services and by reducing costs compared with on human assistances across multiple business applications.