Wave Report

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

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

June 15th, 2009
EH
Elizabeth Herrell
With contributors:
Simon Yates , Alexander Crumb

Summary

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.

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