International Journal of Speech Technology

, Volume 14, Issue 1, pp 11–18

Explaining the (non) adoption and use of interactive voice response (IVR) among small and medium-sized enterprises

Article

DOI: 10.1007/s10772-010-9083-z

Cite this article as:
Kähr, C. & Steinert, M. Int J Speech Technol (2011) 14: 11. doi:10.1007/s10772-010-9083-z

Abstract

Typically, the penetration of interactive voice response systems (IVRs) is described as being very high especially among large companies. The paper at hand discusses the use and adoption rate of such systems among companies, especially among small and medium-sized enterprises (SME). The study conducted shows that the penetration of IVRs is far lower (about 12%) than initially thought. The main reason stated for this low penetration level seems to be the incompatibility of the company’s business model with an automated telephone answering system. However, the evaluation of results gave evidence that this reason serves as a pretext only and that the real reason(s) for not adopting an interactive voice response system might be far more complicated and profound. It is supposed that the negative historic perception of automated speech system still prevails and that IVR providers and sellers have failed to communicate the system’s progress as well as its benefits and its numerous areas of application.

Keywords

Interactive voice response (IVR)Adoption of information systems (IS)Small and medium-sized enterprises (SME)Customer service

Copyright information

© Springer Science+Business Media, LLC 2010

Authors and Affiliations

  1. 1.Chair of Organization and ManagementUniversity of GenevaGenevaSwitzerland
  2. 2.International Institute of Management in TechnologyUniversity of FribourgFribourgSwitzerland