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Market Research Report

From IVR to Automated Customer Interaction

Published by Frost & Sullivan Product code 293347
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From IVR to Automated Customer Interaction
Published: January 8, 2014 Content info:

This publication has been discontinued on January 8, 2020.


Automated Interactive Customer Contact (Chat, SMS/Text, and Virtual Agent) Solutions have a Strong Future if they are Deployed Wisely

Automated interactive self-service solutions have evolved from interactive voice response (IVR) to include automated chat, SMS/text, and virtual agents (VA). Frost & Sullivan categorizes them as "automated interactive customer contact" (AICC) solutions. But AICC solutions will demonstrate returns on investment to companies only if consumers can easily interact with companies through these applications. The key question facing companies is not whether to deploy AICC solutions, but how best to implement them.

Table of Contents
Product Code: 9857-00-49-00-00

Table of Contents

  • Introduction
  • Market Growth Commentary
  • AICC Trends
  • AICC Issues
  • Summary and Recommendations
  • Representative Vendor Profiles
    • [24]7
    • 3Cinteractive
    • Aspect
    • Avaya
    • Contact Solutions
    • Genesys
    • Nuance
    • SmartAction
    • THECallR
    • Verizon
    • VoltDelta
    • West
  • Legal Disclaimer
  • The Frost & Sullivan Story
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