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Interactive voice response (IVR) vendors can dig further into vertical markets by supporting customers with service bureaus.
IVR Service Bureaus are an additional way for IVR vendors to generate revenue since they already sell the IVR systems. The two key advantages in IVR service bureaus are to help a company construct a better economic model and improve customer service.
The terms "IVR service bureau" and "call center" at times are used interchangeably, but service bureaus distinguish themselves by offering services in addition to call answering. Some of those services are fax-back, transcription and surveying. In addition, most service bureaus focus on 100 percent automated services. Occasionally some of the bureaus work with live agents. An Added Opportunity Although IVR service bureaus and call centers are similar, service bureaus make valuable contributions to companies.
"You'll see both," says Nancee Berger, president of the interactive division at Omaha, Neb.-based West TeleServices. "I see just as large the opportunity to front-end call centers and provide a solution to businesses in our environment that can help the economic model of call centers."
Atlanta-based Syntellect Inc. {SYNL} is an example of an IVR vendor that has ventured into the service...