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Rethinking the Case for Hosted IVR

Voice over Internet Protocol’s (VoIP) impact on transfer cost changes the equation for hosted IVR and unlocks significant new opportunities for voice application outsourcing.

Hosted Interactive Voice Response (IVR) advantages are being unlocked for many enterprise scenarios by new VoIP-based solutions. These remove traditional transfer cost barriers, causing many in the industry to rethink hosted IVR. Despite the many advantages of a hosted IVR solution, many companies have traditionally not considered this option for higher volume applications due to the financial impact of transferring calls to the hosting location, and, in many cases, back to a call center agent. In this paper, First Data explores the drivers of growth for hosted IVR, including a game-changing VoIP-based model that radically improves hosting economics and makes a case for a fresh and careful look at the compelling advantages of hosted IVR services.