TMCNet:  Ovum puts SpeechStorm 'On the Radar' for Personalized IVR

[March 27, 2013]

Ovum puts SpeechStorm ‘On the Radar’ for Personalized IVR

Mar 27, 2013 (M2 PRESSWIRE via COMTEX) — 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." Ovum's 'On the Radar: SpeechStorm' can be downloaded at: About SpeechStorm — SpeechStorm® helps organisations of all sizes make everyday tasks easier for their customers. We provide pre-built IVR, speech self-service and mobile apps that reduce waiting times for customers and reduce call handling times in the contact centre. Our solutions are quick to implement and easy to manage, putting the business in control of the customer experience.

For more information, please contact: Damian Kelly, VP Sales & Marketing, SpeechStorm Limited, Elmwood Exchange, 90, Lisburn Road, Belfast.

BT9 6AG Tel: +44 28 9094 3100 E: [email protected] For SpeechStorm media and analyst enquiries, please contact: Tim Guest, Managing Partner, ATROPOS Communications Tel: +44 (0)7956 257069 E: [email protected] ((M2 Communications disclaims all liability for information provided within M2 PressWIRE. Data supplied by named party/parties. Further information on M2 PressWIRE can be obtained at on the world wide web. Inquiries to [email protected].

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