IVRS can be directly compared with a website! So many people aptly say IVRS to be a Voice Portal. It does not compete with website, rather it complements the website. The way any organization has an website, it must have one IVRS too.
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Thursday, August 21, 2008
Wednesday, August 20, 2008
USABILITY GUIDELINES OF IVR SYSTEMS
Fact is, an IVR is a technical interface to humans, just like a web site is. And just like many web sites, it was probably built and programmed by some engineers without a lot of direction from Marketing or Customer Service. There’s really no reason at all why the folks optimizing the web site should not also optimize the phone system too - especially if they do a good job with the web site in terms of usability! Here are the guidelines for optimizing usability:
Tuesday, August 19, 2008
FREQUENTLY OVERLOOKED PROBLEMS IN IVR APPLICATIONS
These are many small, but important design problems one often tends to overlook. I have tried to list them all. Kindly send me feedback if you have encountered any such problems. In a DTMF Based Menu Following are the frequently overlooked problems :-
Monday, August 18, 2008
REQUIREMENT OF USABILITY IN IVRS
So, you thought IVRS is some Computer Telephony Integration Hardware and a piece of Software, installed and running 24 hours a day on a Personal Computer to play recorded voice as soon as a caller calls the IVRS Number?
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