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Smarter Spending: A framework for evaluating the True Cost of Ownership of an IVR solution

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Executive Summary

Want to deliver a superior caller experience while lowering costs? Businesses looking to upgrade their Interactive Voice Response (IVR) system face investments in a number of areas. When evaluating financial benefits of a proposed IVR solution, it is critical to account for all costs and benefits. This includes costs incurred with the IVR provider, the business benefits that can be hard to quantify yet deliver significant value, and auxiliary costs incurred outside the IVR provider. Auxiliary costs, often overlooked, add up to a significant portion of the Total Cost of Ownership (TCO). This paper presents a framework for capturing a full view of costs incurred in purchasing, installing, deploying, and maintaining an IVR solution that consistently delivers a superior caller experience - with a focus on how Tellme delivers cost savings while providing significant business value.

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