I have many experiences with my clients or people whom I had interacted during their commissioning of IVR system, that they give least importance to the scripting as well as voice prompt. Most of the times, they discuss and emphasis on number of simultaneous calls, integration of the IVR with some CRM ( customer resource management) system or some other interesting IVR feature as well as its future expansion as well as maintenance. Nothing wrong for emphasizing on these aspects of IVR system, but after commissioning of the IVR, they have started changing the script as well as voice prompts many times over!
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Saturday, January 8, 2011
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