Intelligent Virtual Agent (IVA) solutions are a key enabler of automation in the front-office, with their popularity driven by increasing sophistication of technology 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 also being leveraged to assist human agents, thereby enhancing the overall efficiency of contact centers. As the benefits of this technology become evident, enterprises are looking at IVA solutions through a broader automation lens and considering to integrate it into their wider automation initiatives to further enhance its impact. However, despite these developments, IVA adoption is still at a nascent stage and the technology’s implementation and uses remain unclear to many potential buyers. As the capabilities of IVA technology improve, it becomes crucial to pick a right partner for deployment that can meet current objectives and accommodate any future demands.
In this research, we assess 16 IVA technology vendors featured on the IVA PEAK Matrix®. The assessment is based on Everest Group’s annual RFI process for the calendar year 2019, interactions with leading IVA technology vendors, client reference checks, and an ongoing analysis of the IVA market.
Scope
This research covers the following IVA technology vendors: Aivo, Alterra, Avaamo, Creative Virtual, CX Company, EdgeVerve, HCL DRYiCE Lucy, idAvatars, IPSoft, Jacada, Konverso, Kore, Nuance, Omilia, and Uniphore.
Industry: all
Geography: global
Contents
The report assesses the IVA technology vendor landscape across various dimensions:
- Everest Group’s PEAK Matrix® evaluation, a comparative assessment of 16 IVA technology vendors
- Competitive landscape of the IVA technology vendor market
- Key IVA technology trends
- Key strengths and areas of improvement for all 16 IVA technology vendors
Membership(s)
Customer Experience Management (CXM) Services, including Contact Center Outsourcing
Service Optimization Technologies (SOT)
