Outsourcing

According to a recent review, 44% of organisations are already using or are likely to use hosted IVR services, with a further 13% considering its use. This is due to three key market trends:

1. Technical: The growing adoption of IP in the enterprise and service provider markets
2. Financial: The ability to reduce CAPEX through on-demand Software-as-a-Service (SaaS) solutions
3. Operational: A greater focus on customer service differentiation and innovation

Numerous surveys confirm that call volume has dramatically increased, even in the last two years with the increased adoption of web self-service. Call volume is rising both for those customers who reach for the phone as a first point of contact, and those customers who use the phone as a supplement when web self-service has failed them. This creates a set of conditions in which IVR solutions can thrive.

Financial benefit without the loss of operational control

Using an outsourced service provider is rightly seen as offering enterprises the opportunity to add new functionality quickly and easily. The biggest negative issue around hosted solutions is the loss of control, and the perceived inability to alter or fix issues as quickly as necessary.

As a white-label SaaS solution, HTK Horizon™ can provide end-customers with on-demand access to configure their outsourced services and gain up to the minute reports and data.

HTK Horizon™ provides access to the latest network capabilities, including hosted IVR with advanced Speech Recognition and biometric speaker verification for caller authentication, mobile messaging and multi-channel communication, to enable the delivery of market leading services in a highly competitive but growing market.

For close operational control over the creation of advanced network services, HTK provides a comprehensive Service Development Kit.

Customer interaction can be enhanced through technology, rapidly and without capital expenditure, for tactical and long-term benefit. For those wishing to learn more, HTK invites entry to the Concept Lab where innovative ideas can become a reality.