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For Infrastructure & Operations Professionals

The Forrester Wave™: Network-Based IVR/Voice Portals, Q2 2009

Tellme And Nuance Are Leaders, With Verizon And Voxeo Close Behind As Strong Performers

Latest Update: June 19, 2009

By Elizabeth Herrell with Simon Yates, Alexander Crumb

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Why Read This Report

In Forrester's 53-criteria evaluation of network services providers for IVR/voice portal (VP) vendors, we found that Tellme and Nuance lead the pack with their all-inclusive platform support for advanced capabilities and innovative solutions. Verizon is the market share leader for deploying solutions on its IVR/VP platform. West and AT&T are also strong performers in supporting customers on their extensive networks. Cost-effective solutions from TuVox and Voxeo are built on open-standards platforms and provide an effective solution for companies that want to take advantage of their pre-built applications and extensive tools for managing voice solutions. With a strong value proposition for minimizing capital expense, network services providers allow companies to scale up and back quickly with services sold on a subscription basis.
Tags: Communications Infrastructure, Contact Center Technologies & Processes, Convergence Services, Enterprise Voice Over IP (VoiP), Interactive Voice Response, Networking, Speech Technologies, Telecommunication Services, Unified Communications, Voice Services
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TABLE OF CONTENTS

  • Network-Based IVR/Voice Portals Offer A Strong Value Proposition
  • Network-Based IVR/Voice Portals Evaluation Overview
  • Wave Analysis Reveals Key Differences Among Vendors' Offerings
  • Vendor And Product Profiles
  • Supplemental Material
  • Related Research Documents
 
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