Re:Tooling -- Interactive Voice Response (IVR): Dial-Up Innovation
Summary
One of the central ideas behind speech-enabled interactive voice response (IVR) systems is that, instead of having to narrow your inquiry down to a button—”Press ‘3’ for your tangentially related issue”—you could speak a word or phrase that more succinctly captures whatever you’re trying to accomplish. As far as the leaders in this space, Datamonitor Lead Analyst Daniel Hong says it’s important to break up the three parts of what he deems the voice business chain: the IVR platform, the enabling software, and speech-enabled applications. Hong says leaders in IVR platforms include Avaya, Cisco Systems, Genesys Telecommunications Laboratories, Holly Connects, Intervoice (now owned by Convergys), Nortel Networks, Syntellect, and Voxeo. Hong explains that beyond simply moving capital expenses to operational ones that are easier to pass through the executive suite, this puts the onus on the provider to manage and tune the application. “By doing that, it frees up resources internally to work on other projects.” Steve Cramoysan, research director at Gartner, also believes that speech will soon no longer be an island, but rather incorporated into other common customer touchpoints, namely the Web.
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