Intelligent Virtual Agents (IVA) – Technology Vendor Compendium 2020

20 May 2020
by Anil Vijayan, Skand Bhargava, Sharang Sharma, Samikshya Meher

Intelligent Virtual Agent (IVA) solutions are a key enabler of automation in the front office, with their popularity driven by increasing technological sophistication and successful pilots. Enterprises across industries and geographies are leveraging or planning to leverage IVA solutions for different purposes to reduce human involvement and improve customer experience. Additionally, these solutions are being leveraged to assist human agents, thereby enhancing the overall efficiency of contact centers. As the benefits of this technology become evident, enterprises are considering integrating it into their wider automation initiatives to further enhance its impact.

IVA adoption is still at a nascent stage, though, and the technology’s implementation and uses remain unclear to many potential buyers. As the technology’s capabilities improve, it becomes crucial to pick the right deployment partner that can meet the desired objectives and accommodate any future demands.

In this report, we feature detailed profiles of 16 leading IVA technology vendors and evaluate their offerings and capabilities, which will help existing and potential IVA buyers assess them on the capabilities they desire.

Scope

All geographies and industries

IVA technology vendors studied: Aivo, Alterra, Avaamo, Creative Virtual, CX Company, EdgeVerve, Enterprise Bot, HCL DRYiCE, idAvatars, IPsoft, Jacada, Konverso, Kore.ai, Nuance, Omilia, and Uniphore

Contents

This report provides key stakeholders a snapshot of 16 leading IDP technology vendors’ offerings and capabilities. It will also enable technology vendors to compare their offerings, capabilities, and areas of strength & improvement with other vendors in the marketplace.

Each technology vendor profile includes the following details:

  • Company overview
  • Market adoption and delivery capability overview
  • Partnerships
  • Product overview
  • Recent deals and announcements
  • Portfolio mix
  • Product features & functionalities and key enhancements
  • Measure of capabilities across PEAK Matrix® dimensions
  • Key strengths & areas of improvement for technology vendors

Membership(s)

Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Service Optimization Technologies (SOT)

 

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