Trends Report

Vendor Landscape: Interactive Voice Response Solutions

Make IVRs A Strategic Component, Not Just A Necessary Evil

November 10th, 2015
Art Schoeller, null
Art Schoeller
With contributors:
Stephen Powers , Danielle Jessee , Tyler Thurston


Are interactive voice response (IVR) solutions a necessary evil, old technology on its way out, or a strategic component of enterprise self-service? How is IVR evolving and what role can it play in the mix of mobile and web-based self-serve applications? IVR generates mixed emotions among consumers and the enterprises that deploy the technology to serve them. Elements of IVR technology like VoiceXML are mature and well proven in the marketplace. But IVR solutions and the ecosystem that supports them are not standing still. Comprehensive hosted services, advances in speech technology, and omnichannel integration are examples of what is available today to application development and delivery (AD&D) professionals to provide improved voice self-service experiences for customers.

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