From the category archives:

Usability

Benefit of IVRS Call Flow

by Uttam Pegu on May 30, 2009

Recently I met a client who was in a hurry to get an IVR Software developed for his business. But while discussing specification of his IVR Software, he was very keen on documenting and finalising the IVRS call flow as he thought it will waste precious time and will delay the IVRS development, but I [...]

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Top 5 Tips for effective use of IVRS in Call Center

by Uttam Pegu on March 22, 2009

IVRS is supposed to be force multiplier in the filed of customer service in a call center. But is your IVRS increasing customer satisfaction or has become an irritant to your caller ? Here are five Tips to make your IVRS a force multiplier in your call center.
1. CRM Integration
You must integrate your CRM with [...]

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STEPS FOR DEPLOYING IVRS

by Uttam Pegu on February 19, 2009

I keep getting requirement from many customers to deploy IVR in 2 days time after they have bought the CTI card.
Is it possible to deploy IVR in 2 days ? According to me, Impossible unless you have the following assets in place:
1. Voice Artist both male and female and for at least three language if [...]

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THE BIG QUESTION? VOICE ENABLED MENU OR DTMF PRESSED MENU ?

by Uttam Pegu on August 30, 2008

The menus that IVRS can provide are either voice enabled or DTMF enabled. Now what does that mean?

In a voice enabled IVRS, caller will have to choose his required menu option by speaking out a word or a phrase as if he is talking to a human! IVR is supposed to recognize his speech [...]

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USABILITY GUIDELINES OF IVR SYSTEMS

by Uttam Pegu on August 24, 2008

Fact is, an IVRS 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 [...]

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REQUIREMENT OF USABILITY IN IVRS

by Uttam Pegu on August 24, 2008

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?
You have completely under-estimated IVRS. But then don’t loose your heart, you belong to the majority! And [...]

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