|By Business Wire||
|January 16, 2014 04:15 AM EST||
Research and Markets (http://www.researchandmarkets.com/research/tqrhp7/from_ivr_to) has announced the addition of the "From IVR to Automated Customer Interaction" report to their offering.
Automated interactive self-service solutions have evolved from interactive voice response (IVR) to include automated chat, SMS/text, and virtual agents (VA). The authors categorize them as automated interactive customer contact (AICC) solutions.
AICC solutions are popular with companies principally because such applications lower costs by shrinking the volume and/or the duration of interactions handled by live agents. AICC applications also enhance the Customer Experience by eliminating agent queues. And by both supplying vital information to customers and allowing customers to conduct transactions if agents are not available, AICC applications provide business continuity/disaster recovery (BC/DR).
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.
Key Topics Covered:
Market Growth Commentary
Summary and Recommendations
Representative Vendor Profiles
For more information visit http://www.researchandmarkets.com/research/tqrhp7/from_ivr_to
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