| Contact Center IVR Overhaul |
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In an IVR Overhaul, SimpliCTI evaluates the existing IVR scripts for effectiveness and usability, quantifies the benefit provided by the existing IVR, makes recommendations for changes, then quantifies the benefits of those recommended changes. SimpliCTI’s approach includes expert analysis on the IVR user interface, as well as facilitating and analyzing customer usability testing sessions. SimpliCTI will take a collaborative consulting approach on the development of the new scripts and ultimately the prototype voice application so that Client can provide its team input at the appropriate points in the process. The goal is to develop an improved IVR user interface that provides a better customer experience.
SimpliCTI's IVR Overhal project typically follows the following workstreams:
SimpliCTI’s project team typically consists of an expert voice user interface designer, a contact center subject matter expert, and a project manager. The deliverables for the project are diagrams and documentation document detailing the recommended script and voice user interface. Follow-up phases to the IVR Overhaul include:
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