Enterprise IVR beyond customer service

Date: April 22, 2010
Pages: 8
Price:
US$ 395.00
Publisher: Ovum
Report type: Strategic Report
Delivery: E-mail Delivery (PDF)
ID: EFFCE851B14EN
Leaflet:

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Enterprise IVR beyond customer service
Interactive voice response (IVR) platforms and their associated applications are predominately contact center technologies. But the fundamental value of IVR – its ability to route calls and manage the inbound and outbound flow of data – makes it a valuable tool beyond a purely customer service-related capacity. Notably, IVR has long been a tool for providers of local search such as 411 services.

However, IVR is not widely thought of as an internal tool for enterprises. As such, enterprises and even vendors often overlook the benefits of IVR as an employee-facing deployment. But as enterprises place a premium on streamlining internal communications, IVR has become a vital component for powering unified communications (UC) and for enabling enterprises to manage their employees and their assets. This report will provide an overview of enterprise uses for IVR beyond a customer service capacity in UC and field force automation. This theme excludes the substantial market for IVR as a search tool (for 411 or for finding music and ringtones) and customer-facing deployments of outbound IVR.
Executive summary
In a nutshell
Unified communications
Lowering costs and accommodating mobile workforce
Pockets of demand
Recommendations for players
Recommendations for enterprises
Recommendations for vendors
Field force automation
A niche IVR area
Moving through the supply chain
Disruptive technologies
Recommendations for players
Recommendations for enterprises
Recommendations for vendors

LIST OF FIGURES

Figure 1: Field force automation value chain
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