IVR in 2010 and Beyond

Aspect recently sponsored a benchmarking survey to study IVR and voice self-service usage as well as future implementations of the technology and it's good news for the industry. The survey suggests that both large and small companies see the benefit and need for voice self-service applications. Of the more than one hundred global contact centers surveyed, more than three-quarters already employ IVR systems as part of their business. Among the companies that do not yet use the technology, almost 40% plan to adopt it in the next year and nearly one-quarter more are planning to do so in the next two years.

The survey also indicates that the top three goals for 2010 are to improve customer experience, improve productivity while controlling expenses and preserve existing revenue streams. As IVR has become accepted by companies and consumers alike, there have been moves to improve overall customer experience and functionality of the systems. Awareness of this and other important goals should help drive the industry forward over the course of the next year and beyond. Self-service appears to be the future of the industry and continued customer acceptance will help the industry continue to grow in 2010.