West has been included as a representative vendor in Gartner, Inc.’s “Market Guide for IVR Systems and Enterprise Voice Portals, 2015.”
The Gartner Market Guide addresses ways that communication technology is being used to achieve business objectives, and recognizes vendors that support key standards and functionalities. According to this recent report from Gartner: “Increasingly, enterprises’ IVR plans are being subsumed within a broader self-service and assisted-service strategy. As a result, the integration of IVR with the broader customer service suite is increasingly critical for many enterprises. …”
“The key drivers of the IVR market include: Cost and quality control; Speech technology acceptance; Speech technology advances for natural language and mobility; Human-assisted speech recognition; Omnichannel self-service; Integrated self-service and assisted service; Analytics and business intelligence (BI).”*
“We are honored to be included in Gartner’s Market Guide, amongst seven other representative vendors worldwide,” West Interactive Services President Skip Hanson said. “It is clear that phone-based services remain an important component of companies’ customer care and customer experience strategies. West is proud to deliver a scalable voice platform and deep expertise in speech, cognitive science, data analytics and multi-channel cloud-based communications to help our clients optimize the user-experience and realize meaningful business results.”
West specializes in cloud-based communication solutions that drive a smart, personalized and convenient customer experience, including IVR and self-service, proactive notifications and mobility, cloud contact center and comprehensive professional services. West’s high-capacity and high-availability voice platform can be deployed in a number of ways and integrate with other inbound and outbound communication channels to offer the agility, security and cost savings diverse enterprises demand.
The Gartner Market Guide notes: “The distinction between the traditional, vertically integrated IVR architecture and the disaggregated Voice XML (VXML) portal architecture has disappeared, because nearly all solutions have moved to voice portal architectures. However, the generic term for this type of service remains IVR, even though the solutions themselves have moved well beyond the basic IVR capabilities.”
About the Gartner Market Guide
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A leading provider of cloud-based customer experience and communication solutions, West Interactive Services empowers enterprises to strategically attract, engage and serve customers on their own terms. Headquartered in Omaha, Nebraska, we have 29 years of experience integrating technology to improve interaction, enhance productivity, increase profitability and exceed customer expectations, with clients in healthcare, education, utilities and commercial industries.
*Gartner, Inc., Market Guide for IVR Systems and Enterprise Voice Portals, 2015, Bern Elliot and Drew Kraus, 28 April 2015.