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Best Interactive Voice Response (IVR): The 2019 CRM Service Leaders Awards

, Best Interactive Voice Response (IVR): The 2019 CRM Service Leaders Awards, TornCRM


The interactive voice response (IVR) market is anticipated to achieve $5.5 billion by 2023, in keeping with a report from MarketsandMarkets. One purpose for this development, in keeping with the report, is rising integration of superior applied sciences, together with pure language processing (NLP), which the report notes has enabled IVR to generate pure language response and, in so doing, make conversational methods doable. The report goes on to say that IVRs outfitted with NLP know-how can scale back time spent by a person in getting a specific question resolved, which, in flip, helps organizations obtain increased value optimization.

The report asserts that IVR analytics have additionally performed an essential position, as they support corporations in bettering the client expertise by capturing, monitoring, and evaluating all the name course of. Based on the report, IVR analytics can determine points comparable to causes of widespread drop-off factors and misunderstood menus and prompts, enabling organizations to reinforce their IVR options accordingly.


Facet Software program posted a category-leading 4.3 in depth of performance and had robust scores within the different three areas as properly, with a 3.8 in each firm course and price and a 3.9 in buyer satisfaction. The corporate is redefining self-service with its market-leading foray into conversational bots in not solely the contact heart however different self-service functions in numerous vertical markets, says Paul Stockford, president and chief analyst at Saddletree Analysis. Facet, he provides, has additionally been residence to some very revolutionary pondering.

Cisco Techniques earned 4 stable scores, with a 3.8 in firm course, a 3.7 in depth of performance, and a 3.6 in each buyer satisfaction and price. Based on Stockford, the corporate continues to innovate in self-service and represents a stable alternative for contact facilities of all sizes. Rebecca Wettemann, vp at Nucleus Analysis, provides a considerably completely different perspective, saying that the corporate is aggressive when clients have a giant Cisco footprint, however not likely an innovator on this area.

Final years winner, Genesys, fell a bit this time round. Final yr, the corporate scored above 4.0 throughout the board. This time, it didn’t have a single rating above that mark: it earned a 3.8 in value and a 3.7 within the different three areas. However, Wettemann maintains that the companys investments in synthetic intelligence and machine studying and its potential to quickly iterate with the cloud are preserving it forward on this area.

Verint Techniques earned a category-leading 4.2 in buyer satisfaction and turned in robust performances within the different three areas as properly, with scores of 4.0 in each depth of performance and firm course and a 3.8 in value. As a part of an general CX suite technique, Verint self-service is a stable funding in an organization that reveals no signal of slowing down in terms of self-service innovation, Stockford says.


NICE inContact claims the winners spot this yr, largely by advantage of a category-leading 4.3 in value. The corporate additionally posted scores of 4.0 in depth of performance and buyer satisfaction and a 3.8 in firm course. This exhibiting is in keeping with its efficiency final yr, when it earned scores of 4.2 in firm course and price, a 3.8 in buyer satisfaction, and a 3.5 in depth of performance. Nevertheless, analysts expressed concern concerning the dip in firm course.


Nuance Communications is that this years One to Watch. Though it earned a good 3.5 in depth of performance, its different scores have been missing: It had scores of three.3 in firm course and price and a lowly 3.0 in buyer satisfaction, suggesting that it at the moment has a best-of-the-rest standing. Wettemann notes that the corporate is struggling to ship a contemporary cloud enterprise mannequin and worth for patrons. 

, Best Interactive Voice Response (IVR): The 2019 CRM Service Leaders Awards, TornCRM

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