For Infrastructure & Operations Professionals

Primary Analyst Photo	Document Information	Rate this Document
	June 9, 2006 Enterprise IVR/Speech Platform Plans In 2006 Enterprises Indicate High Interest In Upgrading To Speech Platforms by Elizabeth Herrell with Benjamin Gray, Ellen Daley, Christine E. Atwood

This is an excerpt

Executive Summary

In March 2006, Forrester surveyed 347 contact center decision-makers at North American and European enterprises about their plans for interactive voice response (IVR)/speech platforms. Of the 153 enterprises (or 44%) using IVR technology in their contact centers, exactly half continue to use touch-tone systems. A growing population of customers, however, has deployed or is deploying partially speech-enabled or fully speech-enabled systems, at 44% and 28%, respectively. Adoption rates of speech-enabled systems will continue to increase in the coming years, with more than half of the enterprises surveyed that have fully deployed speech-enabled systems expecting to have all IVR applications using speech technology within five years. Forrester's survey indicates that standards-based speech solutions are becoming more familiar and acceptable with customer service executives and IT operations executives as an upgrade strategy for legacy IVRs in the next few years.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.