- Analyses of current IVR menu structure and customer utilization;
- Provide a Cost/Benefit-Risk analysis for this Technology and all Call Center Technologies;
- Evaluation for an on-premise, networked, or Hosted or combination of these for IVR
- Design of menus for new IVR systems;
- Analyzing customer contact types for automated applications;
- Redesign of menus for existing IVR systems:
- Testing of IVR menu structures for ease of use and navigation functionality;
- Benchmarking like industry data for customer utilization and completion;
- Selection of IVR technology, from traditional prompt systems through natural language speech recognition systems.