Demand for interactive voice response (IVR), both DTMF (dual-tone multi-frequency, or "touch tone") and speech recognition, continues to grow. IVR comprises the largest single market for hosted contact center solutions, and according to Frost & Sullivan research, this dominance should continue to 2017.
Entitled "Enabling Technology Assessment: Hosted Interactive Voice response," this free report from Frost & Sullivan not only benchmarks the state of IVR but reveals 3 reasons why the form of call center technology will improve and three obstacles that could prevent organizations from unlocking IVR's truest potential.
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