Gartner Research

Market Guide for IVR Systems and Enterprise Voice Portals, 2015

Published: 28 April 2015

ID: G00273348

Analyst(s): Bern Elliot, Drew Kraus

Summary

Cloud-based solutions, omnichannel interactions, natural-language speech and the use of mobile devices are forcing enterprises to re-evaluate their approaches to self-service and interactive voice response. IT planners should examine how IVR technology can increase revenue and customer satisfaction.

Table Of Contents

Market Definition

Market Direction

Market Analysis

Representative Vendors

  • Aspect Software
  • Avaya
  • Cisco
  • Convergys
  • Genesys
  • Nuance Communications
  • Prosodie-Capgemini
  • West

Market Recommendations

Gartner Recommended Reading

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