Voxeo Corporation, the leader in Unlocked Communications, today announced it received the highest possible rating, "Strong Positive", in Gartner's 2011 report entitled "MarketScope for IVR Systems and Enterprise Voice Portals." The MarketScope report analyzes eight vendors who provide platforms for building interactive voice response (IVR) systems and enterprise voice portals.
Voxeo helps companies communicate more effectively and efficiently with their customers by providing a consistent communications solution across all of todays interaction channels including voice, video, text messaging, IM, social networks and mobile web.
For over 11 years, Voxeo's focus has been on making the creation of communications applications as simple as building web applications. We've done that - and now are helping our customers move beyond traditional voice self-service into adding SMS, IM and social channels like Twitter," said Jonathan Taylor, CEO of Voxeo. In our view, Gartner's 'Strong Positive' rating reflects our success in the marketplace and the widespread interest in communications solutions that do not lock you in to a specific vendor or product. Half of the Fortune 100 and over 200,000 developers are now using Voxeo products to create better customer experiences and increase customer loyalty."
In the report, Gartner states, "The primary driver for an enterprise investment in voice response platforms is the strong business case for contact center self-service applications that reduce costs and improve customer satisfaction. These solutions enable users to perform tasks via automation at a significantly lower cost per transaction, compared with a live agent."
Voxeo's products evaluated for the report include:
Prophecy Unified Self-Service Platform - Voxeo's on-premises voice portal and self-service platform. Prophecy includes a VoiceXML browser, CCXML browser, call recording, audioconferencing, bundled English automatic speech recognition (ASR) and text-to-speech (TTS), VoiceObjects Designer and support for third-party ASR and TTS. Natively based on the SIP protocol, Prophecy is easily able to integrate with today's VoIP and IP communications-based contact centers. Prophecy is also available in a hosted configuration running on Voxeo's cloud that is optimized for real-time communication or in hybrid configurations involving both premises and cloud platforms.
VoiceObjects Application LifeCycle Management Suite - Voxeo's development environment for creating communications applications. VoiceObjects provides an easy-to-use graphical way to develop applications through either a web-based interface or a plugin for Eclipse. VoiceObjects allows the simple creation of rich multi-channel applications that communicate with customers over voice, SMS, IM, video, mobile web and social channels. The tool suite also includes deep analytics, comprehensive reporting and integration with the industry's leading business intelligence platforms. Voxeo also offers the VoiceObjects Suite for deployment with non-Voxeo voice portal platforms, such as those from Avaya, Cisco and Genesys.
The Gartner MarketScope report outlines the state of the overall market, the criteria for inclusion in the report, the evaluation criteria and then provides individual company-specific descriptions. To download the Gartner Marketscope 2011 for IVR Systems and Enterprise Voice Portals, please visit http://www.voxeo.com/marketscope2011.
Gartner "MarketScope for IVR Systems and Enterprise Voice Portals" by Jay Lassman and Bern Elliot, published August 2011.
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