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Interactive Voice Responce Systems

2012 IVR Analytics Product and Market Report

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.

Learn More:
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 deborah.navarra@dmgconsult.com.

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Contact Center Analytics
4.1 Internal and External-Oriented Applications
4.2 The Emergence of Voice of the Customer Solutions
5. What is IVR Analytics?
5.1 Understanding Caller Behavior and Intent
5.2 Improving the Customer Experience
5.3 Improving Containment Rates
6. IVR Analytics Trends and Challenges
6.1 IVR Analytics Trends
6.2 IVR Analytics Challenges
7. Uses, Benefits and ROI
7.1 Uses
7.2 Benefits
7.3 ROI
8. Making Results Actionable
9. Real-Time Capabilities
10. Market Activity Analysis
11. Market Projections
12. Market Adoption
13. Market Innovation
13.1 New Product Features
13.2 Future Enhancements
14. Implementation Analysis
14.1 Implementation Process
14.2 Training and Documentation
14.3 Service and Maintenance
15. IVR Optimization Best Practices
16. Pricing
16.1 Premise-Based Pricing
16.2 Hosted/Cloud-Based Pricing
16.3 Managed Service Pricing
17. IVR Analytics Vendors and Solutions
17.1 High-Level Company and Financial Overview
17.2 Vendor Strategy
17.3 Vendor Offerings and Products
17.4 Packaged Offerings
17.5 Service Delivery Models
18. High-Level Capabilities
19. High-Level Technical Summary
20. Detailed Functional Analysis
20.1 Product Analysis
20.2 Integration
20.3 Reporting
20.4 Administration
20.5 Security
21. Company Reports
21.1 ClickFox
21.2 Nuance
21.3 Raytheon BBN Technologies
Appendix: IVR Vendor Directory

Table of Figures

Figure 1: Contact Center Analytics
Figure 2: Customer Experience Analytics
Figure 3: High-Value Analytics Applications for Improving the Customer Experience
Figure 4: The New Voice of the Customer Paradigm
Figure 5: Understanding Caller Behavior and Intent
Figure 6: Top Ten Ways IVR Analytics Improves the Customer Experience
Figure 7: Improving Containment Rates
Figure 8: 2012 IVR Analytics Trends
Figure 9: 2012 IVR Analytics Challenges
Figure 10: IVR Analytics Uses
Figure 11: Benefits of IVR Analytics
Figure 12: ROI Analysis
Figure 13: Making Results Actionable
Figure 14: Real-Time Capabilities
Figure 15: IVR Analytics Market Activity, as of April 31,2012
Figure 16: New Product Features
Figure 17: Future Application Enhancements
Figure 18: Implementation Analysis (Premise-Based)
Figure 19: Implementation Analysis (Cloud-Based)
Figure 20: Implementation Analysis (Managed Service)
Figure 21: Implementation and Support (Premise)
Figure 22: Implementation and Support (Cloud)
Figure 23: Implementation and Support (Managed Service)
Figure 24: Training and Documentation
Figure 25: Implementation and Support (Premise)
Figure 26: Implementation and Support (Cloud)
Figure 27: Implementation and Support (Managed Service)
Figure 28: IVR Optimization and Best Practices
Figure 29: Premise-Based Pricing, 250K to 500K Transactions per Day
Figure 30: Hosted/Cloud-Based Pricing, 250K to 500K Transactions per Day
Figure 31: Managed Service Pricing: 250K to 500K Transactions per Day
Figure 32: Company Information
Figure 33: Company Strategy
Figure 34: Products and Modules
Figure 35: Packaged Solutions
Figure 36: Service Delivery Table
Figure 37: High-Level Capabilities
Figure 38: High-Level Technical Summary
Figure 39: Product Analysis
Figure 40: Integration
Figure 41: Reporting
Figure 42: Administration
Figure 43: Security

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

+ Custom Consulting

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.

Learn More:
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 deborah.navarra@dmgconsult.com.

+ Table of Contents

1. Executive Summary
2. Introduction
3. DMG Consulting Research Methodology
3.1 Report Participation Criteria
4. Contact Center Analytics
4.1 Internal and External-Oriented Applications
4.2 The Emergence of Voice of the Customer Solutions
5. What is IVR Analytics?
5.1 Understanding Caller Behavior and Intent
5.2 Improving the Customer Experience
5.3 Improving Containment Rates
6. IVR Analytics Trends and Challenges
6.1 IVR Analytics Trends
6.2 IVR Analytics Challenges
7. Uses, Benefits and ROI
7.1 Uses
7.2 Benefits
7.3 ROI
8. Making Results Actionable
9. Real-Time Capabilities
10. Market Activity Analysis
11. Market Projections
12. Market Adoption
13. Market Innovation
13.1 New Product Features
13.2 Future Enhancements
14. Implementation Analysis
14.1 Implementation Process
14.2 Training and Documentation
14.3 Service and Maintenance
15. IVR Optimization Best Practices
16. Pricing
16.1 Premise-Based Pricing
16.2 Hosted/Cloud-Based Pricing
16.3 Managed Service Pricing
17. IVR Analytics Vendors and Solutions
17.1 High-Level Company and Financial Overview
17.2 Vendor Strategy
17.3 Vendor Offerings and Products
17.4 Packaged Offerings
17.5 Service Delivery Models
18. High-Level Capabilities
19. High-Level Technical Summary
20. Detailed Functional Analysis
20.1 Product Analysis
20.2 Integration
20.3 Reporting
20.4 Administration
20.5 Security
21. Company Reports
21.1 ClickFox
21.2 Nuance
21.3 Raytheon BBN Technologies
Appendix: IVR Vendor Directory

Table of Figures

Figure 1: Contact Center Analytics
Figure 2: Customer Experience Analytics
Figure 3: High-Value Analytics Applications for Improving the Customer Experience
Figure 4: The New Voice of the Customer Paradigm
Figure 5: Understanding Caller Behavior and Intent
Figure 6: Top Ten Ways IVR Analytics Improves the Customer Experience
Figure 7: Improving Containment Rates
Figure 8: 2012 IVR Analytics Trends
Figure 9: 2012 IVR Analytics Challenges
Figure 10: IVR Analytics Uses
Figure 11: Benefits of IVR Analytics
Figure 12: ROI Analysis
Figure 13: Making Results Actionable
Figure 14: Real-Time Capabilities
Figure 15: IVR Analytics Market Activity, as of April 31,2012
Figure 16: New Product Features
Figure 17: Future Application Enhancements
Figure 18: Implementation Analysis (Premise-Based)
Figure 19: Implementation Analysis (Cloud-Based)
Figure 20: Implementation Analysis (Managed Service)
Figure 21: Implementation and Support (Premise)
Figure 22: Implementation and Support (Cloud)
Figure 23: Implementation and Support (Managed Service)
Figure 24: Training and Documentation
Figure 25: Implementation and Support (Premise)
Figure 26: Implementation and Support (Cloud)
Figure 27: Implementation and Support (Managed Service)
Figure 28: IVR Optimization and Best Practices
Figure 29: Premise-Based Pricing, 250K to 500K Transactions per Day
Figure 30: Hosted/Cloud-Based Pricing, 250K to 500K Transactions per Day
Figure 31: Managed Service Pricing: 250K to 500K Transactions per Day
Figure 32: Company Information
Figure 33: Company Strategy
Figure 34: Products and Modules
Figure 35: Packaged Solutions
Figure 36: Service Delivery Table
Figure 37: High-Level Capabilities
Figure 38: High-Level Technical Summary
Figure 39: Product Analysis
Figure 40: Integration
Figure 41: Reporting
Figure 42: Administration
Figure 43: Security

Additional Formats for this Table of Contents
The Abstract and Table of Contents are also available in PDF format.

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