January 21, 2013
TMCnet Hosted IVR Week in Review
By Carlos Olivera
TMCnet Content Producer
This week in Hosted IVR news, we saw the completion of a full migration from Integrated Voice Solutions, as well as Voxeo (News - Alert). In addition, a new report came out about how IVR is driving up contact call centers overseas, and SpeechStorm finally got its validation for its Payment Capture application. So let’s get right into it.
Both Integrated Voice Solutions (IVS) and Voxeo have finished the implementation of Zenith American Solutions IVR system to an open standards-based platform. IVS, which specializes in voice solutions for clients; and Voxeo, which provides development platforms for a UC customer experience, both decided to make the switch to provide a higher level of service while reducing operating costs.
“This is a perfect example of a company that was looking for a great solution that was not only cost effective and quick, but would also serve them well in the future with the addition of more ports and more channels of communication,” said Clayton Reed, executive vice president of sales and operations at Voxeo. “We’re thrilled that we could quickly, easily and cost-effectively use Arca (News - Alert)+ to migrate Zenith American Solutions to Voxeo’s open standards solution.”
According to a new report, IVR continues to drive up contact center systems overseas specifically in Europe, the Middle East and Africa. Contact Center Systems hauled in over $850 million in revenue in 2011, with that number expected to surpass the $1 billion mark by 2017 according to Frost & Sullivan’s (News - Alert) latest report.
“The most important factor for purchases of new contact center systems or upgrades to existing systems continues to be either the acquisition of new functionality or the replacement of systems that are fully depreciated and no longer deliver sufficient value,” said Frost & Sullivan ICT Senior Industry Analyst Suvradeep Bhattacharjee.
In other IVR news, SpeechStorm (News - Alert) released a statement saying that its Payment Capture application has been validated. Companies that use its IVR applications will therefore receive the highest level of security when making payments over the phone.
Sometimes it can be tough receiving the validation with solutions that are already in operation, but SpeechStorm was able to do so and give its customers and partner’s peace of mind when making a payment.
"As customers, we all trust that organizations will use and store our data in a responsible way," said SpeechStorm CEO and cofounder, Oliver Lennon. "Merchants must comply with industry regulations or face being fined. An off-the-shelf solution that is already validated is the fastest and most effective way for an organization to meet security standards compliance, and is especially important at a time when the level of card fraud demands we do all in our power to prevent it."
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