In the report, Gartner classified systems into two distinct platforms -- Interactive Voice Response (IVR) and Voice Portal -- and rated vendors based on evaluation criteria such as Market Understanding, Marketing Strategy, Sales Strategy and Overall Visibility. A Gartner MarketScope report provides specific guidance for users who are deploying or have deployed products or services. The report's evaluation is based on a weighted evaluation of a vendor's products in comparison with the evaluation criteria.

According to Gartner's MarketScope for IVR Systems and Enterprise Voice Portals, "IVR and Voice Portal solutions enable customers to perform tasks via the telephone that would otherwise require a contact center agent and, as a result, they can deliver a provable and often sizeable return on investment." The report also stated that "the primary driver for enterprise investment in voice response platforms is the strong business case for contact center self-service applications."

The rating applied to Avaya -- "Strong Positive" -- is applied to a vendor that is "viewed as a provider of strategic products, services or solutions." If using or considering a "Strong Positive" vendor, Gartner recommends customers "continue with planned investments," while potential customers should "consider this vendor a strong choice for strategic investments." Gartner's overall market rating for the IVR Systems and Enterprise Voice Portals market was "Positive".

In order to be included in this MarketScope, vendors had to have an "established market presence in terms of market share and mind share for voice response solutions," among other inclusion criteria.