Growing Use of IVR Systems by Small, Medium, and Large Companies
July 09, 2010
By Anshu Shrivastava, TMCnet Contributor
Today, IVR systems are increasingly being used by small, medium and large companies to re-direct calls to relevant customer service agents, according to "Interactive Voice Response Systems: An International Market Report."
IVR allows a computer to detect voice and dual-tone multi-frequency signaling keypad inputs. The report published by CompaniesandMarkets says that with IVR systems, companies can better serve their customers, which is a necessity in the intensely competitive business scenario.
The report finds that some of the common end-use applications of IVR systems are polls and surveys, office call routing, selective information lookup, call center forwarding, order entry transactions and account balances and transfers.
The mature IVR markets are currently represented by North America, Europe, and Africa. According to the report, here the future growth will stem largely from product replacements.
Additionally, the report observes that these markets are witnessing a rise in the number of IVR upgrades and replacements, especially among large companies with first-generation systems. The report also forecasts migration of these companies onto second-generation systems in order to generate market opportunities in the upcoming years.
The emerging markets for IVR systems are Asia Pacific, Latin America and the Caribbean, according to the findings of the report.
Anshu Shrivastava is a contributing editor for TMCnet. To read more of Anshu's articles, please visit her columnist page.
Edited by Juliana Kenny