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Interactive voice response (IVR) is a technology that allows a computer to interact with humans through the use of voice and DTMF tones input via a keypad. In telecommunications, IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which services can be inquired about through the IVR dialogue. IVR systems can respond with pre-recorded or dynamically generated audio to further direct users on how to proceed. IVR systems deployed in the network are sized to handle large call volumes and also used for outbound calling, as IVR systems are more intelligent than many predictive dialer systems.
IVR systems can be used for mobile purchases, banking payments and services, retail orders, utilities, travel information and weather conditions. A common misconception refers to an automated attendant as an IVR. The terms are distinct and mean different things to traditional telecommunications professionals—the purpose of an IVR is to take input, process it, and return a result, whereas that of an automated attendant is to route calls.
The growth of the interactive voice response (IVR) market is attributed the increasing integration of advanced technologies and rise in cloud-based services that meet the industry standards for the IVR systems. VRs are implemented in multiple enterprises due to its ability to help improve the productivity and effectiveness of the organization. A scalable architecture is achievable using the latest IVRs. The ability of IVRs to route callers to the appropriate department is one of the major reasons for their increased adoption in small and medium enterprises (SMEs) and large enterprises. The IVRs help in routing calls to the concerned agent to save the caller's time. This results in higher customer satisfaction along with effective customer services. A higher level of customer satisfaction further increases the probability of selling to a new as well as an existing prospect. On the other hand, the complexity of the IVRs due to the presence of multiple irrelevant options is one of the restraining factors in the market.
Table of Content:
Global Interactive Voice Response Sales Market Report 2018
1 Interactive Voice Response Market Overview
2 Global Interactive Voice Response Competition by Players/Suppliers, Type and Application
3 United States Interactive Voice Response (Volume, Value and Sales Price)
4 China Interactive Voice Response (Volume, Value and Sales Price)
5 Europe Interactive Voice Response (Volume, Value and Sales Price)
6 Japan Interactive Voice Response (Volume, Value and Sales Price)
7 Southeast Asia Interactive Voice Response (Volume, Value and Sales Price)
8 India Interactive Voice Response (Volume, Value and Sales Price)
9 Global Interactive Voice Response Players/Suppliers Profiles and Sales Data
9.1 inContact Inc.
9.1.1 Company Basic Information, Manufacturing Base and Competitors
9.1.2 Interactive Voice Response Product Category, Application and Specification
9.1.2.1 Product A
9.1.2.2 Product B
9.1.3 inContact Inc. Interactive Voice Response Sales, Revenue, Price and Gross Margin (2013-2018)
9.1.4 Main Business/Business Overview
9.2 Nuance Communications, Inc.
9.2.1 Company Basic Information, Manufacturing Base and Competitors
9.2.2 Interactive Voice Response Product Category, Application and Specification
9.2.2.1 Product A
9.2.2.2 Product B
9.2.3 Nuance Communications, Inc. Interactive Voice Response Sales, Revenue, Price and Gross Margin (2013-2018)
9.2.4 Main Business/Business Overview
9.3 Genesys Telecommunication Laboratories, Inc.
9.3.1 Company Basic Information, Manufacturing Base and Competitors
9.3.2 Interactive Voice Response Product Category, Application and Specification
9.3.2.1 Product A
9.3.2.2 Product B
9.3.3 Genesys Telecommunication Laboratories, Inc. Interactive Voice Response Sales, Revenue, Price and Gross Margin (2013-2018)
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