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Comparing IVR Industry to Fashion Industry!

by Uttam Pegu on August 3, 2011

Yes, you have seen the title of this post right!, No typo mistake or any other mistake! I was wondering if IVR industry can be compared with any other industry and for some reason fashion industry came to my mind, pretty quickly before any other industry! Here are few reasons why I felt IVR industry [...]

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Importance of script writing in IVR system

by Uttam Pegu on October 15, 2010

IVR system is not just a clubbing together of state of the art CTI boards, high end servers, very easy to drag and drop tool design IVR call flow for flexibility. One of the saddest part about IVR development is, the users may not appreciate about these technological break-through like SS7, ISUP, CPA ( Call [...]

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Successful IVR System and Change in Call Flow

by Uttam Pegu on July 23, 2010

It may not be easy to define a successful IVR ( Interactive voice response) System. In single line, one IVR system could be termed successful when it has lowest abandon rate by both genuine new and old callers. When an IVR system is designed to perform some specific task for a caller, if the caller [...]

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What is CCXML

by Uttam Pegu on May 20, 2010

CCXML (Call Control eXtensible Markup Language) is telephone call flow language in line with VoiceXML which provides telephony control to the voice application written in VoiceXML. CCXML is completely separate from VoiceXML and work independently from VoiceXML, though they can work together. CCXML can be thought as an interface between telephony API and voice user [...]

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Top 5 things people hate about IVR

by Uttam Pegu on March 9, 2010

Everyone involved in IVR industry may have heard reasons why normal users, customers ‘hate’ using IVR ( Interactive Voice Response) Systems. There are many reasons why people hate using IVR and how IVR could be made more user-friendly with good VUI design practices. I thought I would update top five things about IVR that people [...]

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Voice User Interface (VUI) Design Tips

by Uttam Pegu on July 11, 2009

VUI ( Voice User Interface) is the call flow of IVR system. Usability of IVR is dependent on the VUI. So it is desirable that considerable amount of time be devoted in designing, testing and documenting VUI of IVR system before actually developing IVR system. Here are few simple VUI design guidelines of tips I [...]

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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! [...]

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