Decision Matrix: Selecting an IVR Vendor in the Enterprise (Competitor Focus)

Datamonitor's IVR Decision Matrix report explores the competitive dynamics within the IVR market and helps businesses select a vendor based on its technology strength, reputation among customers, and impact in the market. Datamonitor provides a complete view of vendor capabilities and advises on those you should explore, consider and, most importantly, shortlist.

Report Highlights
The advent of VoiceXML, the open standard for IVR and next-generation IVR platforms, is helping businesses to re-evaluate the strategic value of IVR in the enterprise. VoiceXML enables IVR to work in a web services environment through a software-based solution rather than an all-in-one hardware platform.

IVR platforms are becoming commoditized and are increasingly being sold bundled with larger contact center suites. Furthermore, vendors are providing more areas of the IVR solution stack from open-standards-based platforms, development tools, applications, services and hosting. The last few years have witnessed a number of mergers and acquisitions.

Moving forward, vendors are likely to be focusing on providing adaptable deployment options, supporting a wide range of applications and offering greater pricing flexibility. There is likely to be an increase in the uptake of hosted and hybrid IVR solutions as enterprises assess CAPEX and OPEX in the current economic downturn.
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Overview 1
Catalyst 1
Summary 1
TABLE OF CONTENTS 2
Table of figures 3
Table of tables 4
Market Developments 5
Definitions 5
IVR 5
Traditional IVR 5
Open standards-based platforms (voice portals and voice platforms) 5
Market trends 6
IVR is moving from a hardware- to a software-based technology with VoiceXML and web services 6
The changing contact center and evolving IVR platform 7
The sluggish economy has led to an increased focus on customer service and retention 8
Deployment flexibility is increasingly important 8
Growing adoption of speech self service and routing 8
Diversifying offerings to target multichannel campaigns 9
The IVR market continues to consolidate 9
The IVR Decision Matrix 10
Core IVR Decision Matrix 10
Extended IVR Decision Matrix 12
Market leaders: Genesys, Voxeo 13
The challengers: Avaya, Cisco, Convergys / Intervoice, Nortel 14
The prospects: Aspect, Holly Connects, Syntellect / Envox 15
Market Leaders 16
Market leaders: technology assessment 16
Market leaders: end-user sentiment 17
Market leaders: market impact 18
Vendor Analysis 20
Aspect: IVR radars 20
Recommendation: explore 21
Customer rankings 21
Avaya: IVR radars 22
Recommendation: consider 23
Customer rankings 24
Cisco: IVR radars 25
Recommendation: consider 26
Customer rankings 26
Convergys / Intervoice: IVR radars 27
Recommendation: consider 28
Genesys: IVR radars 29
Recommendation: shortlist 30
Customer rankings 31
Holly Connects: IVR radars 32
Recommendation: explore 33
Customer rankings 34
Nortel: IVR radars 35
Recommendation: consider 36
Customer rankings 36
Syntellect / Envox: IVR radars 37
Recommendation: explore 38
Customer rankings 38
Voxeo: IVR radars 39
Recommendation: shortlist 40
Customer rankings 41
Summary 42
Customer service and technical messaging are increasingly important 42
APPENDIX 43
Summary scores 43
Datamonitor ratings 43
Definitions 43
Extended methodology 44
Technology assessment 45
End-user sentiment 45
Market impact 46
Sources 47
Further reading 47
Ask the analyst 47
Datamonitor consulting 47
Disclaimer 47
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Table 1: The leading IVR platform vendors (in alphabetical order) 10
Table 2: The IVR Decision Matrix 13
Table 3: IVR Decision Matrix - vendor scores summary 43
Figure 1: The changing contact center 6
Figure 2: The IVR Decision Matrix 11
Figure 3: Extended IVR Decision Matrix: technology assessment and market impact scores only 12
Figure 4: Market leaders analysis: technology assessment 16
Figure 5: Market leaders: end-user sentiment 18
Figure 6: Market leaders: market impact 19
Figure 7: The Aspect IVR radars 20
Figure 8: The Avaya IVR radars 22
Figure 9: The Cisco IVR radars 25
Figure 10: The Convergys / Intervoice IVR radars 27
Figure 11: The Genesys IVR radars 29
Figure 12: The Holly Connects IVR radars 32
Figure 13: The Nortel IVR radars 35
Figure 14: The Syntellect IVR radars 37
Figure 15: The Voxeo IVR radars 39
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