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The global IVR (Interactive Voice Response) market will experience a compound annual growth rate estimated at 12.63% over the next few years, as concludes the latest report by the firm market analysis Research and Markets. This report describes the future of the IVR market in Contact Centers.
The study “Global IVR System Market 2017-2021” is a valuable source of knowledge that brings us closer to the current state and prospects for growth in the coming years in terms of adoption and implementation of IVR technology is increasingly extended, as well as to the reasons that justify its expansion.
The future of the IVR market in Contact Centers
In this sense, one of the main drivers of the global market for IVR systems is the increase in the volume of calls made by customers. Research and Markets concludes that the number of calls has skyrocketed because agents are not able to receive calls. As a result, companies make use of IVR technologies to more efficiently and efficiently manage the largest number of calls, while providing greater customer interaction.
On the other hand, the use of dual tone and voice technology reduces the waiting time for each call, especially when there is a seasonal demand for certain products, which in turn has facilitated an increase in outgoing calls simultaneously to the automation of the more routine tasks, which has helped to improve the efficiency of the agents.
In addition, the report notes that one of the major challenges in the future of the IVR market in Contact Centers remains the privacy of data and security risks. IVR systems used in contact centers should be able to ensure the privacy and security of customer data. For this, the implemented IT solutions must observe the strict compliance with the norms and guidelines established in each region or country. And in the same vein, IT solution providers must ensure advanced authentication and security features that are in line with the latest regulatory guidelines.
In conclusion, the report on the IVR market in Contact Centers, “Global IVR System Market 2017-2021”, is a valuable source of information and consultation about the current and future situation of the sector, its growth prospects during the next five years, the main protagonists and the most important reasons and trends.
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