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For Infrastructure & Operations Professionals

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

Genesys Leads, With Avaya And Cisco Systems Closely Following

June 17, 2009

Authors

  • By Elizabeth Herrell
  • with Simon Yates,
  • Alexander Crumb

Why Read This Report

In Forrester's 52-criteria evaluation of IVR/voice portal premise-based offerings, we found that Genesys, Avaya, Cisco Systems, and Nortel Networks lead the pack. These vendors deliver innovative solutions with advanced capabilities on their end-to-end SIP software solution. Genesys and Avaya also lead the way in the delivery of interactive video solutions. Intervoice/Convergys provides robust speech solutions on its scalable and reliable platform. Aspect Software has expanded its offerings through its partnership with Tellme, Syntellect increased market share through its acquisition of Envox, and Holly Connects increased its coverage in North America. All the vendors that we evaluated now offer support for both inbound and outbound services and the delivery of information by voice, email, text, or SMS.

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Table of Contents

  • Voice Portals Reflect The Changing Business Climate
  • IVR/VP Evaluation Overview
  • This Is A Market Driven To Expand How Business Communicates
  • Vendor And Product Profiles
  • Supplemental Material
  • Related Research Documents