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Interactive Voice Response Best Practices & Design Tips

by Uttam Pegu on March 17, 2010

We’ve all been stuck on the phone trying to get information from an automated telephone system in a battle against the machine that sometimes seems to be designed specifically to prevent us from finding what we’re looking for. While that almost certainly wasn’t the intent of the automated phone system, poor execution can leave a [...]

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FREQUENTLY OVERLOOKED PROBLEMS IN IVR APPLICATIONS

by Uttam Pegu on August 24, 2008

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 :-> 1. Long Menu Be it DTMF Driven menu or Voice driven menu, [...]

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