This article by University of Geneva – Switzerland (by Caroline Kähr and Martin Steinert) talk about the (non) adoption of IVR self-service technologies and use of interactive voice response (IVR) among small and medium-sized enterprises. It also explores why advancements in IVR technology are leading to a growing number of self-service options and opportunities for big corporations to boost productivity. To our opinion, IVR vendors have focused their market in large deployments for long time and now it’s time to improve SME business processes too with flexible and low cost IVR systems like VXI*/Asterisk platforms. Executive Summary: Typically, the penetration of interactive voice response systems (IVRs) is described as being very high especially among large companies. The paper at hand discusses the use and adoption rate of such systems among companies, especially among small and medium-sized enterprises (SME). The study […]
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