San Francisco, CA, USA, June, 2020 -- Intelligent Virtual Agent (IVA) platform provider Inference Solutions is recognized as the global market share leader, based on number of customers, in the 2020-2021 Intelligent Virtual Agent Product and Market Report by DMG Consulting LLC.
The report, published June 1 and now in its fourth edition, provides in-depth analysis on the IVA market and competitive landscape. It also explores the trends driving adoption, including Covid-19, which DMG expects will increase the need for omni-channel self-service solutions among government entities and enterprises.
"The adoption of IVAs has sped up, but the need to improve productivity and maintain a consistently outstanding customer experience has been and will always be an important goal for enterprises and contact centers," said Donna Fluss, President of DMG Consulting LLC. "We expect the IVA market to hold its own during these troubling times and to see increased adoption once the economies around the world have had time to recover."
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"DMG provides one of the most comprehensive annual analyses of the IVA market, and we are pleased to be recognized as the global market share leader for the second consecutive year," said Inference Solutions CEO Callan Schebella. "Our IVAs are now integrated into many of the leading UC and contact center platforms and deployed around the world through a vast network of service providers. Customer acquisition continues to grow significantly as more partners use the Inference Studio platform to build, package and sell IVA solutions to their end-customers."
"Our partnership with Inference has reduced the complexity of launching new IVA and Voice Bot solutions, which creates tremendous value for our business and customers," said Anand Chandrasekaran, Executive Vice President, Product Management at Five9. "Five9's commitment to customers is to play well with the ecosystem. Our best-in-breed joint solution has been well received in a post Covid-19 world where customers are anxious to access information without long wait times."
Posted by Veronica Silva Cusi, news correspondent
About Inference Solutions:
Inference is a global leader in the design and development of sophisticated cloud-based call automation and IVR solutions. From an easy to use, browser-driven interface, Inference is able to deliver solutions from simple inbound IVR services to complex pre-routing and outbound services using speech recognition and text-to-speech to service providers and their customers. The result is self-service, cost-effective applications that complement and enhance the Unified Communications and Call Centre offering.
About DMG Consulting LLC:
DMG Consulting LLC is a strategic advisor to companies large and small. The company mission is to leverage technology, process and people to optimize operational efficiency, sales and profits for its clients. The actionable strategies and tactics effect change in internal process and technology to maximize the return from all customer-facing activities - sales, marketing and customer service. The company methodology includes in-depth analysis of all processes, systems and staff that touch customers.
Published: Monday, June 8, 2020
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