The global interactive voice response IVR market is estimated to grow at a significant CAGR during the forecast period. Incoming callers can obtain information through a voice response system of pre-recorded instructions without speaking to an agent, as well as use menu options via touch-tone keypad selection or speech recognition to have their call routed to specified departments or specialists. A well-designed IVR software solution can assist enhance contact centre operations and KPIs while also increasing customer happiness. An efficient interactive voice response system can assist customers to locate answers and doing simple activities on their own, especially during times of heavy call volume. When a customer requires or requests to speak with a person, IVR technology can help route calls to the right call centre agent to handle their inquiry promptly and efficiently.
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It lets you record customised greetings and messages so that customers who call your company get a more personalised experience. Pre-recorded IVR messages, caller information, customer support automation, and other capabilities are available with interactive voice response. For Instance, Cisco Systems, Inc. has developed an IP interactive voice response product that provides greater flexibility, reduces the complexity of business process integration, and improves network hosting efficiency. Speech integration, call control, platform management, and reporting services are all improved with IVR.
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Market Coverage
- The market number available for – 2020-2027
- Base year- 2020
- Forecast period- 2021-2027
- Segment Covered-
o By Deployment Type
o By technology
o By Enterprise Size
o By Component
o By Vertical
- Competitive Landscape: Nuance Communications, Inc., Avaya Inc., Verizon Communications Inc., 24/7 Customer, Inc., Genesys Telecommunication Laboratories, Inc. among others.
Key questions addressed by the report
- What is the market growth rate?
- Which segment and region dominates the market in base year?
- Which segment and region will project fastest growth in the market?
- How COVID-19 impacted the market?
o Recovery Timeline
o Deviation from pre-COVID forecast
o Most affected region and segment
- Who is the leader in the market?
- How players are addressing challenges to sustain growth?
- Where is the investment opportunity?
Global Interactive Voice Response IVR Market by Segments,
By Deployment
- Cloud
- On-Premise
By Technology
- Touch-tone
- Voice
By Enterprise Size
- Small and Medium Enterprises
- Large Enterprises
By Component
- Solutions
o Call Routing
o Outbound
o Self-Service
- Services
o Installation
o Training & Education
o Maintenance & Support
By Vertical
- BFSI
- Hospitality and Tourism
- Telecommunication and IT
- Retail and E-commerce
- Healthcare
- Transportation
- Education
- Others
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