Trends Report

Vendor Landscape: Interactive Voice Response Solutions

Make IVRs A Strategic Component, Not Just A Necessary Evil

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

Summary

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.

Want to read the full report?

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.