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Leveraging the IVR Self-service Phenomenon in Contact Center Outsourcing (Strategy Focus)

Published by: Datamonitor

Published: Sep. 20, 2007 - 11 Pages


Table of Contents


DATAMONITOR VIEW
CATALYST
SUMMARY
ANALYSIS
Speech automation continues to grow as a means of customer care
Global analysis
Regional analysis
Reasons for growth
Reduced costs
Reduced complexity
Better functionality
Pervasiveness
IVR can help outsourcers increase quality interaction
Effective routing
Shorter call times
Alternative to offshoring
Brand re-enforcement
IVR can reduce outsourcing costs and improve efficiencies
Reduced AP count
Fewer agents
Check against rising agent costs
Automation of basic tasks
Outsourcers need to be conscious of IVR's limitations
Client push-back
End-user resistance
Commercial opportunities
Simple tasks
ACTIONS
Gain IVR development capabilities
Partnering
In-house
Emphasize customer satisfaction potential to prospects and existing clients
Tailor straightforward solutions to the client's needs
Examine relevant geographic and vertical market for self-service emphasis
APPENDIX
Methodology
Further reading
Ask the analyst
Datamonitor consulting
Disclaimer
List of Tables
Table 1: Global voice business value chain revenues, 2005 - 2010
Table 2: Global voice business value chain revenues: regional analysis, 2005 - 2010
List of Figures
Figure 1: Global voice business value chain revenues, 2005 - 2010
Figure 2: Global voice business value chain revenues: regional analysis, 2005 - 2010
Figure 3: What are your major headaches with regard to your call centre? (1 - Smallest Headache; 4 - Biggest Headache)

Abstract

Introduction

A strategic discussion of how contact center outsourcers can use IVR self-service technologies as a means of increasing profitability.

Scope
  • An overview of the growth of IVR voice business solutions and the principal reasons for this expansion
  • A description of the ways in which contact center outsourcers can use IVR solutions as a means of ensuring quality in their customer care initiatives
  • How contact center outsourcers can save on overheads over the long term by using IVR solutions
  • The limitations of IVR in the context of today's outsourced contact center
Highlights

Market size of the global and regional IVR speech self service market

Strategies for gaining new clients through the promotion of IVR self service

A description of what IVR self service solutions can do for contact center outsourcers and what its limitations may currently lie

Reasons to Purchase
  • Learn about the use of IVR self services in an outsourced contact center facility
  • Understand the main areas of customer satisfaction that can be enhanced using IVR deployments in an outsourced contact center
  • Comprehend how IVR self service tools can help lower overall costs for outsourcers and their clients


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