IVR to the Rescue! A Benchmarking Study of 2010 Enterprise, Contact Center and IT Priorities and the Critical Role of IVRs in Achieving These Goals
By Donna Fluss
DMG’s survey of 107 contact center and IT VPs, managers, directors, leaders and decision makers around the world found that a strong majority (76.6%) of responding enterprises are using interactive voice response systems (IVRs). Surprisingly, a large percentage of organizations not using IVRs today plan to invest in the next two years, 37.8% within the next 12 months and another 23.2% within 24 months. Although today only 17.1% of enterprises are using a hosted IVR and 23.2% a managed service offering, these alternative acquisition models are primary drivers motivating initial investments in IVR and encouraging existing IVR users to upgrade their environments. Of the over USD 2 billion spent on IVR in 2008, more than 55% went to hosted/managed service providers.
While the proportion of enterprises using IVR is slightly larger than expected, automation rates are very disappointing and present great opportunity for improvement. 26.8% of enterprises are automating less than 10% of their call volume with IVR, and only 4.9% of users are automating 95+% of their calls. Enterprises see the value and benefits of IVR, but need to optimize the performance of their voice self‐ service solutions in order to improve the customer experience and reduce operating expenses, the top two enterprise and contact center goals for 2010. Voice self‐service solutions have long been essential for the success of contact centers, but senior management is increasingly viewing these applications as critical for helping cut operating expenses.