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Article: Explaining the (non) adoption and use of interactive voice response (IVR) among small and medium-sized enterprises

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 conducted shows that the penetration of IVRs is far lower (about 12%) than initially thought. The main reason stated for this low penetration level seems to be the incompatibility of the company’s business model with an automated telephone answering system. However, the evaluation of results gave evidence that this reason serves as a pretext only and that the real reason(s) for not adopting an interactive voice response system might be far more complicated and profound. It is supposed that the negative historic perception of automated speech system still prevails and that IVR providers and sellers have failed to communicate the system’s progress as well as its benefits and its numerous areas of application.

Download (from the source):

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