Provider Checklist

IVR SET UPS

It is unfortunate that a lot of good IVR programs are doomed from the start because they are well executed IVR programs!  Make sure your program passes the…

ITG 7 Keys to a Successful IVR Set Up:
  • Be sure you have a lean prompt structure
  • Word prompts succinctly and in proper order or use
  • Wherever possible, provide an option to speak to a live agent
  • Be sure time has been taken to engineer a good hand-off to live agents
  • Use high quality and consistent voice talent/recordings
  • Be sure to include options to navigate quickly for frequent users
  • Test, test and more testing!

 

 

 

 

 

 

IMPORTANT questions to ask before selecting any IVR Hosted solution:
  • How long have you been in the business of hosted solutions?
  • How many applications have you built?
  • Can you integrate with existing applications or data bases?
  • What type of analytics or reporting do you provide?
  • Where are my applications actually hosted?
  • Are there any hidden costs such as licensing renewals?
  • What support do you offer for my programs?
  • How much do you know about IVR best practices?

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