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The World Cup, Piano Movers, and IVR

As I write this, it’s World Cup time, reminding me of an old saying that in football (or soccer, as we Americans call it) there are two types of players: piano players and piano movers. Piano players perform magic with the ball. They score most of the goals … and get the big endorsement deals. Piano movers, on the other hand, toil in relative anonymity. They don’t win many style points, but they get the job done.

In some ways, Interactive Voice Response (IVR) is a lot like being a piano mover. IVR is a mature, reliable, technology that’s often used to provide automated self-service to callers as a front-end to a contact center. IVR has minimal “wow” factor, and in fact it’s occasionally derided (typically due to bad application design). Yet more businesses are using it now than ever, because IVR is still one of the most cost effective ways to provide customer service.

People are often surprised when I tell them that Cisco is the world’s #1 IVR vendor--by a wide margin. Some of the world’s largest, most mission-critical IVR systems are built on Cisco. Moreover, Cisco was recently honored to receive a “Strong Positive” rating (the highest level) from Gartner in their annual IVR Marketscope report. In particular, Gartner noted Read More »

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Cisco Ships Millionth IVR Port

Cisco achieved a major milestone in the interactive voice response (IVR) industry in December, 2013 as we shipped our one millionth IVR port.  This includes cumulative shipments of new ports of the award-winning Cisco Unified Customer Voice Portal, Cisco Unified IP-IVR, and IVR ports shipped with Cisco Unified Contact Center Express.  This achievement is all the more remarkable given that we’ve been in the IVR market for just ten years.  In that time we’ve also become (and remain) the world’s top IVR vendor--by a wide margin.

In addition to our success in the IVR market, Cisco continues to grow and lead in the contact center industry.  To date, we have shipped nearly 3 million contact center agent seats, providing front line business personnel with the resources needed to maintain relationships with customers.  Cisco shipped 900,000 seats in just the past two years, and over the last three years, Cisco has closed the market share gap with Avaya by nearly 10 points worldwide and by over 22 points in North America.

On average more than 2,600 businesses purchase Cisco Contact Center products each year, from small and medium-sized companies to very large enterprises in markets ranging from healthcare, finance, and education to communications, travel, entertainment, and retail.  Cisco Unified Contact Center solutions remain key components to managing multiple, simultaneous customer interactions over the phone, via real-time chat, web collaboration, social media, and email.

Our sustained success in IVR and contact center is a testament to our differentiated architecture, award-winning customer care solutions, a rich partner ecosystem, and a knowledgeable, energized sales force.

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Cisco is the World’s #1 Interactive Voice Response (IVR) Vendor

As we announced at the recent Customer Collaboration Partner Sales Summit, the latest independent industry report from market analyst Tern shows that Cisco is the #1 interactive voice response (IVR) vendor by a wide margin, with over 41% market share compared to just 16% for #2 Genesys and less than 13% for #3 Avaya/Nortel.  Cisco enjoyed over 30% growth in our IVR business from CY2010 to CY2011, compared to just 4% for Genesys and 3% for Avaya.

These fantastic results are a testament to Read More »

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