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BenchmarkPortal One-Minute Surveytm # 465 Survey Category: Speech Enabled IVR Survey Date: 4/05/05 Sponsored By: BenchmarkPortal Principal Investigator: Dr. Jon Anton Purdue University Center for Customer-Driven Quality Industry Sectors Represented: All Industries Document Tracking Number: SRV465-041205 Find More Surveys At: BenchmarkPortal.com

Question 1 Does your call center currently utilize a speech-enabled IVR system? (Select one response.)

Respondents Description Of Answer

No 68.28

Yes 31.72

Question 2 Why did you decide to speech enable your IVR? (Select as many responses as apply.)

Respondents Description Of Answer

To increase customer usage of IVR and minim 43.75

To increase customer satisfaction 26.97

To decrease call duration 20.07

Other. Please specify: 9.21

Question 3 Is your speech solution a packaged, off-the-shelf application or a customized application? (Select one response.)

Respondents Description Of Answer

A customized application 71.15

A packaged, off-the-shelf application 28.85

Question 4 From which vendor did your call center purchase its speech-enabled IVR solution? (Select your primary vendor.)

Respondents Description Of Answer

Other. Please specify: 38.31

I don’t know. 12.99

Avaya 11.69

Intervoice 7.79

Genesys 5.84

Edify 5.19

Aspect 5.19

Nortel 4.55

IBM 3.25

Interactive Intelligence 2.60

Cisco 2.60

Question 5 Are you interested in participating in a more in-depth study on the best practices in selecting speech-enabled and non-speech-enabled IVR solutions? The study will be conducted in April 2005.

Respondents Description Of Answer

Yes 69.05

No 30.95