Provider Check List

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 lien 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, be sure to ask the following questions:

• 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?