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Large IVR Design Consideration

There are some IVR application which can be really large, catering to millions of daily callers. For example, any utility service like Gas Cylinder Booking System, Customer Care for nationalised banks etc. Normally, these services are controlled by one large organization centrally via huge network of branch offices, distributor/dealer network across length and breadth of a country.

So, designing and implementing a self service IVR for booking of gas cylinder may pose a big challenge while deciding a solution architecture.

For a large country like India, self service Gas Booking IVR is quite a challenge.

For example :-

It might be difficult to decide upon either using centralised IVR system catering to whole country or distributed or separate IVR system at different zones ( North, South East or West) might itself be quite difficult. While both architecture have advantages or disadvantages. Centralised IVR system will offer better utilisation of resources as well as maintenance, but distributed IVR systems may offer more uptime. Maintaining IVR systems in large geographical area may require big human resources.

Another challenge would be to route calls from different part of country to the centralised location and providing a locally accessible number to every nook and corner or the country. It may poe quite a challenge, specially when in India, whole country is divided into 22 telecom Circles.

Few things to be considered while designing a large IVR system would be:-

1. Cost of IVR hardware in terms of E1 lines, CTI Hardware, Computer Servers.
2. Cost of recurring call forwarding/routing to centralised IVR system
3. Cost of voice calls to be born by either IVR Service provider using toll free number or by callers.
4. Maintenance and guarantying reasonable up-time.
5. Availability of Live reporting

While building of IVR application/ Call flow for gas booking may be easy, but maintaining the IVR system is more important and challenging for such IVR System.

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