NORTHERN IRELAND: Ovum has highlighted leading phone-based and mobile customer service solution player, SpeechStorm, in its ‘On the Radar’ research series, recognising the company for its innovative interactive voice response (IVR) solutions for enterprise contact centres.
Whether in the utility, financial services, government, retail, or telecoms service provider sectors, there is an increasing, if not critical, need to improve the IVR experiences of customers interacting with enterprise contact centres. Ovum sees SpeechStorm’s approach as supporting Ovum’s own ‘smart connected interaction’ concept to deliver joined-up customer experience, as well as being able to overcome the failings of other IVR offerings to deliver a more personalized user experience.
In the report, Ovum highlights the SpeechStorm Customer Journeys module, which automatically tracks the path taken by customers using the IVR, its ‘Mobile Experience’ self-service applications for smartphones, and the ability for organisations to make near real-time changes to the IVR in order to improve customer experience.
Ovum’s ‘On the Radar: SpeechStorm’, suggests that any enterprise wanting to personalize its customers’ experience should ‘assess’ the company’s solution.
Oliver Lennon, CEO, SpeechStorm, said: “The feedback we get from the customers using our solutions is, as you would expect, of most importance to us. That’s what tells us we are delivering value and it helps drive our roadmap. We know already that our customers really like what we’re doing with Customer Journeys and enabling personalised IVR, but it’s nice to be recognised by a leading analyst and research company like Ovum, whose views are highly regarded across the industry.”