Leveraging the IVR Self-service Phenomenon in Contact Center Outsourcing (Strategy

Leveraging the IVR Self-service Phenomenon in Contact Center Outsourcing (Strategy Focus)

Published Date: September 2007

Published By: Datamonitor

Page Count: 11

Order Code: R313-25977

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Description

Table of Contents

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Introduction

A strategic discussion of how contact center outsourcers can use IVR self-service technologies as a means of increasing profitability.

Scope

An overview of the growth of IVR voice business solutions and the principal reasons for this expansion
A description of the ways in which contact center outsourcers can use IVR solutions as a means of ensuring quality in their customer care initiatives
How contact center outsourcers can save on overheads over the long term by using IVR solutions
The limitations of IVR in the context of today's outsourced contact center

Highlights

Market size of the global and regional IVR speech self service market

Strategies for gaining new clients through the promotion of IVR self service

A description of what IVR self service solutions can do for contact center outsourcers and what its limitations may currently lie

Reasons to Purchase

Learn about the use of IVR self services in an outsourced contact center facility
Understand the main areas of customer satisfaction that can be enhanced using IVR deployments in an outsourced contact center
Comprehend how IVR self service tools can help lower overall costs for outsourcers and their clients

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