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Posts Tagged ‘ivr providers’
Choosing The IVR Service Model That Is Best For Your Business
Written by Barnard Crespi
Sunday, 25 October 2009 22:56
1 Comment

You will probably agree that the best model for any business, regardless of size, industry, budget, or application, is the model that will get the closest to guaranteeing a successful execution. Let’s face it most IT projects, seldom are on time, and exceed budget. However it doesn’t need to be that way.

You do have some decisions to make: Do you do-it-yourself, or outsource it

* If you feel confident, that you have the expertise and resources to plan, develop, maintain, manage, support and refine an IVR strategy, on your own, you may want to look at Self-Service models.

* If you want to focus on your business and leave the IVR to the experts, people who have done it time after time, 100′s of times if not 1000′s, and where your applications are hosted, monitored, maintained, and supported to ensure the best performance, then you want to look at a Full Service Managed model.

IVR Outsourcing can take many shapes, which one is right for your business? Which model you choose depends on the level of expertise and support responsibilities you would like to shift to your IVR service provider. Here are the three most common models you will encounter:

* Hosted Self-Service * Full Service Managed * Application Service Provider

1) Do-it-yourself: This is the do-it-yourself model of the IVR space, where the service provider offers you a reliable IVR platform and development tools, and you are accountable for the rest. You will have complete responsibility over planning, managing, developing and maintaining the IVR application and simply use the hosting provider to provide you with the development tools, IVR infrastructure and manage the communication lines. This approach will require you to have in-house expertise to develop and support the Application at all times – 24/7/365. In this model your service provider does not have an understanding of your application, so it is up to you to make the right strategy decisions to support and manage the process.

2)Full Service Managed: From this model you will gain the most amount of value if you do not wish to worry about developing and maintaining your own IVR applications. These are the functions you can expect from a Full Service Managed Hosting provider:

* To manage all aspects of the IVR project including planning, development, testing, and deployment of the application.

* To work with your business and IT team, to achieve the desired data integration objectives.

* To take care of vendor relationships, maintain and update telecom infrastructure, plus software and hardware as required.

* To act as a single point of contact for IVR implementation and maintenance, that can bring the necessary resources and experts to you in time to meet your objectives.

* To provide you with dedicated support, and have an in-depth understanding of your application.

3) Application Service Provider: Another business model, which you may consider, is the Application Service Provider model, also known as “software as a service.” You will find Full Service Hosted Managed providers that can offer you off-the-shelf solutions to meet specific business/operational needs. This is quite common for applications such as Sales Lead Generation, Credit Card Payment, and Surveys.

In today’s IVR marketplace you have options, choices that can best fit your business objectives. What option best fits your business depends on how much energy, effort and time, you can afford to divert from your core business to your IVR project. The good news is that there is a model out there for almost everyone.

To make an IVR service provider selection , download this free guide on IVR and IVR Providers service provider evaluation .

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IVR: Great ROI Time of Economic Uncertainty
Written by Barnard Crespi
Tuesday, 01 September 2009 06:54
No Comments

In a time of economic uncertainty, when managers are being asked to do more with less, and when cost cutting has become the norm, the ability for IVR (Interactive Voice Response) to assist in accomplishing these objectives has never been more obvious.

Read more ...
 
IVR As A Service: How To Select An IVR Vendor
Written by Barnard Crespi
Wednesday, 05 August 2009 07:30
No Comments
by Barnard Crespi

Selecting a vendor is no easy task, especially if you want to get it right the first time. The more information you have, the better your chances of success.

The following outline is an introduction to IVR vendor selection from a down-to-earth business perspective. It will help you identify the outsourcing model that is best for your business.

In todays IVR marketplace, IVR service providers deliver their services in different ways; from a complete self service model where you need to do all the legwork to a white glove service model where your projects are planned, developed, and implemented for you. Which one is best for your business will depend on how much energy, effort, and time you can afford to divert from your core business, to your IVR project. The good news is that theres a model out there for almost every business.

Whether your project involves a survey, payment system, sales lead generation, order and fulfillment, credit card transactions, or field employee reporting, there is a vendor model thats right for you.

It is important to understand three key factors which will help you make the right decision. The three (3) main reasons why an organization might decide to outsource its IVR operations versus taking it on in-house are as follows:

(a) Lower Cost (b) Flexible Technology (c) Higher Levels of Expertise

(a) – Cost: An outsourced IVR application can be far less expensive to implement than IVR done in-house. An IVR System will probably take less time to implement if you choose the hosted model and you will typically only pay for what you use or commit to using. Service providers usually adjust to your requirements, rather than you having to plan for growth.

(b) – Flexible Technology: In todays environment of rapidly changing business demands, technology must be flexible enough to adjust quickly and cost effectively. The outsourced IVR approach protects you from having to continuously adapt to these changes, as the responsibility is shifted to the service provider, protecting you from technological obsolescence.

(c) – Higher Levels of Expertise: If you dont have the time and /or resources to keep your IVR application running current and glitch-free, a provider who offers Managed IVR outsourcing is worth looking into. There are various levels of IVR services available ” some provide higher levels of expertise and support than others. Hosted service providers have an expertise that is difficult or almost impossible to maintain in-house, that is, having the experience of deploying 100s, if not 1000s, of applications, and knowing what works, what doesnt work, and what works best.

Which IVR Service model is best for your business? You will probably agree that the best model for any business, regardless of size, industry, budget, or application, is the model that will get the closest to guaranteeing a successful execution. Lets face it, IT projects are seldom completed on time, and most often exceed budget. However it doesnt need to be that way.

You have some decisions to make: Do-it-yourself, or delegate the responsibility to an expert?

* If you feel confident that you have the expertise and resources to plan, develop, maintain, manage, support, and refine an IVR strategy on your own, you may want to look at Self-Service SaaS models.

* If you want to focus on your business and leave the IVR solution to the experts (those who have done it repeatedly – hundreds, if not thousands of times), and want to ensure that your applications are hosted, monitored, maintained, and supported to ensure the best performance, then you want to look at a Full Service Managed SaaS model.

The model you choose depends on the level of expertise and support you would like to shift to your IVR service provider.

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To makean IVR vendor selection , make sure to review this free report on IVR and IVR Survey vendor evaluation .