The fifth edition of DMG Consulting’s annual Interactive Voice Response (IVR) Report focuses on IVR analytics, an offshoot of the broader customer experience analytics (CEA) sector and an essential and growing segment of the IVR market.
At the Forefront with Coverage of Emerging Markets
The world of IVR has changed dramatically in the last five years, as have business requirements and how end users interact with IVRs. IVR analytics systemically captures, tracks and analyzes customer calls from cradle-to-grave in order to provide insight into how companies can increase containment rates and deliver a better customer experience. ROI from these solutions is fast, and by using them, companies can expect to reduce costs, increase self-service options, reduce wait times, improve first call resolution (FCR), and enhance customer and agent satisfaction. IVR analytics is a highly effective end-to-end call analytics solution that should be part of every organization’s customer experience strategy.
The Only Comprehensive Guide to the IVR Analytics Market and Vendors
The 2012 IVR Analytics Product and Market Report gives enterprises and business owners the information they need to choose the right solution and vendor partner for their organization. The Report defines IVR analytics and explains its value proposition, benefits and uses. It covers all known IVR analytics vendors who offer an application that can integrate with any IVR solution or platform. The leading vendors covered in the 2012 IVR Analytics Product and Market Report are BBN Technologies, ClickFox and Nuance.
As the only comprehensive guide to the IVR analytics market, this 124-page Report looks at products and services, underlying technology, pricing, return on investment (ROI), go-to-market strategies, trends and challenges, and planned innovations, to help users purchase and implement the IVR analytics solution that best meets their existing and future needs.
You can benefit from DMG’s 20+ years of hands-on experience in selecting, building and implementing IVR solutions. If it has been more than three years since you last optimized your IVR, we can perform an IVR assessment to identify how you can improve your existing environment by leveraging technology advancements and new best practices. We can also assist you in increasing your call containment rates and identifying new automation opportunities.
To learn more about DMG Consulting LLC's 2012 IVR Analytics Product and Market Report and our consulting services, contact Deborah Navarra at 516-628-1098, or firstname.lastname@example.org.