The Ascent Group announced the upcoming release of their report on “IVR Improvement Strategies for 2010,” due for release this month, January 2010.
The purpose of the study was “to better understand how different companies and industries are utilizing IVR technology to improve service delivery and customer satisfaction and reduce operating costs.”
The process included asking companies to reflect on their current IVR best practices in generating top customer satisfaction, as well as their future implementation plans.
The research presentation expands upon the following description:
This report will profile research participants in a case study format, sharing current IVR practices, lessons learned, challenges overcome, plans for the future, and business practices that have led to improved IVR performance. In addition, the publisher provides detailed results and analysis from the survey itself and detail ‘best practices’ demonstrated by the publisher’s participants.
The report will also profile the IVR technology in place within these companies, provides an analysis of IVR strategies and approaches, including deployment drivers, IVR objectives, IVR measurement techniques, system features, and promotional campaigns. Finally, the report explores the successes achieved as a result of IVR deployment.
Check out the table of contents for a more complete list of Report Analysis and Graph Exhibits.
Even if you are not planning to purchase the actual report, the following excerpt from the summary is quite insightful:
Making voice applications easily web-compatible allows for voice applications to be delivered more easily through a hosted model and through the Internet, through VoIP (Voice over Internet Protocol)…
In fact, new standards have enabled a standardized approach to deploying speech-enabled applications throughout a corporation, including: voice-driven IVRs, speech-enabled voice mail and email, voice-activated dialing, and text to speech. Now the corporation can automate internal and external business processes more efficiently through voice interaction.
The new standards and open platforms are creating a shift from hardware to applications and services…
This shift in IVR from PBX boxes to web-based platforms, applications and services makes the analysis of 2010 particularly interesting. In a year so characterized by a movement to the “clouds,” the implications for IVR and its development warrant this thorough analysis.
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