Gartner has evaluated Genesys Telecommunications’ GVP 8.0 solution and gave Genesys a ‘Strong Positive’ rating in its new report, "MarketScope for IVR Systems and Enterprise Voice Portals," published June 15, 2009, and authored by Jay Lassman and Bern Elliot.
The report evaluated nine vendors and Genesys received the highest possible rating a vendor could achieve in this report: a Strong Positive rating. A vendor with a Strong Positive rating is viewed by Gartner as “a provider of strategic products, services or solutions.”
MarketScope reports provide specific guidance for users who are deploying, or have deployed, products or services. A Gartner MarketScope rating does not imply that the vendor meets all, few or none of the evaluation criteria.
The IVR Systems and Enterprise Voice MarketScope evaluation is based on a weighted evaluation of a vendor's products in comparison with the evaluation criteria in seven key areas: Market Understanding; Marketing Strategy; Sales Strategy; Offering (Product) Strategy; Business Model; Innovation; Overall Viability (Business Unit, Financial, Strategy, Organisation).
The IVR Systems and Enterprise Voice MarketScope determined that organisations continue to prefer voice response solutions that use Internet standards and voice portal architecture. The report also states that market consolidation is driving improved integration among voice self-service, Web self-service, live-agent functions and business process management.
According to the report: “Providing self-service functionality is an important option for call and contact centres; it allows managers to balance costs and quality of service. Leading companies require their customer service operations to provide increased automation and smooth integration from automated selfservice to live-agent-handled tasks. Firms also need tighter integration among customer contact channels, and the ability to respond to the fast-changing application needs of the contact centre business.
"These business drivers, in turn, are leading to greater use of speech recognition, and a shift to standards-based platforms and Web-based architectures for voice portals. They are also increasing the need for improved administration and analytic tools to enable contact centre staff to reconfigure applications more easily, better understand the dynamics of customer demand, and more closely tie self-service and agent-assisted service by providing consistent administration, management and reporting tools across both environments.”
Gartner summed up the drivers for the market in this way: “The primary driver for enterprise investment in voice response platforms is the strong business case for contact centre self-service applications. These solutions enable customers to perform tasks via the telephone that would otherwise require a contact centre agent, and, as a result, they can deliver a provable and often-sizable return on investment. Solutions can be applied to customers, employees and others requiring assistance."
“Leading organisations are critically evaluating the experiences their customers are having and are actively rejecting self-service environments that lead to customer frustration. Genesys continues to earn high marks for delivering a software solution that integrates and leverages Web, CRM and Database information to provide a streamlined, contextual, and personalised interaction for the customer,” says Brian Bischoff, vice-president: strategic solutions at Genesys.
“In an time when earning and etaining customers is critical, organisations that are not pro-actively improving the customer experience across channels will find it increasingly lonely as customers defect for a more valued commercial relationship.”