Gartner Research

MarketScope for IVR Systems and Enterprise Voice Portals

Published: 13 June 2014

ID: G00261395

Analyst(s): Jay Lassman, Bern Elliot


Cloud, omni-channel and mobility are revitalizing the interactive voice response market. Leading vendors are focused on these trends by enhancing voice portals and the customer self-service experience, as well as providing analytics that help IT leaders optimize IVR investments.

Table Of Contents

What You Need to Know


  • Market/Market Segment Description
  • Inclusion and Exclusion Criteria
  • Rating for Overall Market/Market Segment
  • Evaluation Criteria
  • Vendor Product/Service Analysis
    • Aspect
    • Avaya
    • Cisco
    • Convergys
    • Enghouse Interactive
    • Genesys
    • Prosodie-Capgemini
    • West

Gartner Recommended Reading

  • MarketScope Rating Framework

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