New Standards and Features to Expand IVR Boundaries (Technology Focus): Industry

New Standards and Features to Expand IVR Boundaries (Technology Focus)

Product Type: Market Research Report
Published by: Datamonitor
Published: December 2007
Product Code: R313-29392

Description

Introduction

Integration of communication channels is the key to optimizing customer service and improving customer retention rates.Over the next several years IP will be the fundamental base where other enterprise and service provider applications and back-end systems must work fluidly with to leverage the benefits of a converged network.

Scope

New standards and features to increase the horizon of IVR capabilities, reduce complexity and create more revenue generating opportunities. By leveraging IP, companies to expand traditional channels of customer interactions and improve customer service effectiveness through multimodality.

Highlights

New functions and features such speaker identification and verification, video interactive services and modality to greatly enhance Voice-XML performance and facilitate interoperability with external applications and media components. New standards for multimedia capabilities should lead to the development of richer and less complex Video IVR applications allowing organizations to fully capitalize on the potential in their contact center service offerings and open up a new revenue stream.

Reasons to Purchase

The report highlights the challenges vendors face and looks at the new functionalities and features that can be added to overcome the same. Vendors need to address the data security and system maintenance concerns of customers in a multitenant IVR environment.

Table of Contents

DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS: Voice-XML 3.0 can be used to enhance media control; Speaker identification and verification; Video interactive services with Voice-XML; Multimodality; New standards will help bring video IVR applications to market; Leveraging IP to optimize customer service; Multiple channels into the contact center; SIP is helping drive investment in IP; Utilizing network-based technologies through multi-tenancy; The case for multi-tenancy; Vendors should solve the security puzzle; Technology behind hosted multi-tenancy; Complementing Voice-XML with CCXML; A look at call control in Voice-XML; Call control in CCXML; The benefits of CCXML
ACTIONS: Understand issues faced by customers
APPENDIX: Definitions; Contact centers; Dual tone multi-frequency (DTMF); Interactive voice response (IVR); Open standards; Voice-XML; Methodology; Further reading; Ask the analyst; Datamonitor consulting; Disclaimer
List of Figures: Figure 1: CCXML provides the following capabilities

Ordering and More Information

Price and Delivery Options

MindBranch has been the leading provider of industry and investment research from more than 550 independent research firms since 1992. With over 90,000 market research reports, MindBranch is your trusted source of competitive business intelligence.