Interactive Voice Response System IVRS Deployment
IVRS Interactive Voice Response System deployment strategy can be effectively divided into ten important stages:
- Define the IVRS deployment objective.
- Determine the applications and their specifications.
- Evaluate the combination of options you will be offering to the caller.
- Decide which type of IVRS will suit you (Touch Tone, Speech Recognition or Speech Enabled).
- Chalk out the development plan.
- Develop the system.
- Pilot testing before final implementation.
- Find out the bugs and fix them up.
- Deploy the IVR System finally.
- Monitor the performance.
It is very important to clearly understand and define the need of an IVRS /IVR system before implementing it. It will help in choosing most appropriate IVRS for your business. After defining the objective of Interactive Voice Response System determine which application needs IVRS system. For example, for a banking IVRS, you want to use it only for informing customers about their account details or you are also allowing them to order cheque book or draft, etc. Then you need to decide on the combination of different options that your caller will be getting and responding to.
Once you have all the above information, it will be much easier for you to zero in on the type of IVRS/IVR application you need to deploy. Plan the development stages of the IVRS development along with all the time lines. Then the Interactive Voice Response System is designed and developed as per the specifications provided to the development team (or the changes made according to the client's requirement). After development of the system, a test is conducted before its installation. Few untrained users make the calls, hear the options, respond to them and the results are monitored for different input-output combinations. If any bugs are found, they need to be fixed and again tested. Make sure to fix all the bugs before final installation. Once the system is successfully installed, it is regularly monitored and all call statistics are recorded in order to reach maximum efficiency. Also customer feedbacks should be taken at regular intervals to know the difficulties that customers are facing and solve them. After all Interactive Voice Response System (IVRS) is a virtual customer care center.
