DMG Consulting Releases 2012 IVR Analytics Product and Market Report

9/20/2012

Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services

What: Releases 2012 Interactive Voice Response (IVR) Analytics Product and Market Report

When: Today, 20 September 2012

Where: Available at the DMG Consulting online store: www.dmgconsult.com/store/store.asp

Background:

DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services, today released its 2012 IVR Analytics Product and Market Report. DMG’s fifth annual IVR Report concentrates on IVR analytics, as it is a breakout segment of the broader customer experience analytics (CEA) market and an essential application for all organizations that use IVRs.

This detailed Report is the only comprehensive guide to the IVR analytics market. It explores products and services, underlying technology, pricing, return on investment (ROI), go-to-market strategies, trends and challenges, and planned innovations to help enterprises and business owners make the right technology acquisition decisions.

IVR systems handle between 10% and more than 90% of incoming calls in the contact centers that use them. While IVRs help reduce agent time and costs, most of them are neither utilized effectively nor optimally designed to deliver the best possible customer experience. IVR analytics is a first step in the optimization process. By systemically evaluating the “whole call”, companies can improve the overall customer experience across all channels, automated and live, and increase containment rates.

“The IVR market has changed and advanced tremendously in recent years, due to improvements in technology and best practices,” said Donna Fluss, President of DMG Consulting. “Any organization that has not enhanced or optimized their IVR in the past three years should invest in an IVR optimization initiative. This is one of the simplest and most effective ways to reduce costs and improve the customer experience.”

The 2012 IVR Analytics Product and Market Report, covers all aspects of this emerging market. It features a detailed analysis of the three leading IVR analytics vendors who can integrate with any third-party or home-grown IVR application – BBN Technologies, ClickFox and Nuance. It also has an appendix with a detailed list of competitors.

To learn more about the 2012 IVR Analytics Product and Market Report, read the abstract , and the table of contents. To order your copy, visit www.dmgconsult.com, or email Deborah Navarra at deborah.navarra@dmgconsult.com or 516-628-1098.

About DMG Consulting LLC

DMG Consulting LLC is an advisory and consulting firm specializing in contact centers, back-office and real-time analytics. We are a strategic advisor to end users and vendors, large and small, and the financial community. Our mission is to help our clients build world-class contact centers by leveraging technology, process and people. We assist management in optimizing the performance of their contact centers by increasing operational efficiency, providing an outstanding customer experience, enhancing loyalty and increasing sales and profits. We also help vendors develop products and services that deliver differentiated innovation and benefits that meet end users’ current and future needs.

DMG Consulting is the leading provider of industry research for many contact center and analytics IT markets, including: Workforce Optimization (WFO,Quality Management/Liability Recording), Speech Analytics, Desktop Analytics, Performance Management, Surveying/Voice of the Customer, Workforce Management, Hosted Contact Center Infrastructure Solutions, Interactive Voice Response Systems, Unified Communications and Outbound Dialing Solutions. For more information, visit www.dmgconsult.com.