Research and analysis highlights
This report will focus on the application component of outbound IVR solutions for both hosted and premise-based deployments. It aims to uncover the maturity of the market and predict the expected evolution of outbound IVR applications over the next few years as more enterprises adopt the technology to reduce costs and improve customer service.
* There are increasing investments in outbound IVR, although the market at the application level is small.
* Value in outbound IVR applications is in their integration into an overall solution.
* In the future, outbound IVR will not be segregated from inbound IVR.
* Multi-channel integration increases outbound IVR flexibility, which is a key differentiator.
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