Guide To Ivr Services

IVR solutions, as they grow more complex inVoiceXML IVR systems should support outside
their capabilities, are assuming a more prominentresources such as speech recognition engines or
role in enterprises. Once merely a front line for calltext-to-speech engines in a modular manner. This
centers, IVR has now evolved into a tool thatis important, because as these technologies are
facilitates not only customer service, but alsoupgraded, application functionality can be improved
other processes that are ripe for automation suchwithout modifying VoiceXML code.  
as workforce management, payment solutions or4. Clear project management framework to guide
service order fulfillment. The vast potential ofeach phase of the design, development and
IVR-enabled automation is now prompting moredeployment process.
and more enterprises to seek feature-rich IVRStages of a custom application development
solutions that are best delivered via custom IVRproject should include:  
application development.  -Design Phase: Expect complete design
When selecting a professional services team tospecification to be written by your IVR vendor to
build your custom IVR application, there are adefine the application's functionality, behavior, caller
number of things look for to ensure the quality,user interface, and XML-based application
reliability and performance of your IVR solution.  programming interface (API) for the database
1. Vertically integrated. When choosing an IVRinterface.
vendor, look for a company that develops and-Implementation Phase: Expect high-quality voice
owns the IVR technology .  IVR vendors thatapplication development by our experienced IVR
build, own and support their technology, (the coresoftware engineers freeing you to focus on
of which is the VoiceXML IVR platform), willbusiness data while your IVR vendor focuses on
provide superior technical expertise in all phases ofthe call flow.
your application development and deployment.-QA and Deployment: Expect a thorough and
Engineers who designed and built their ownwell-managed application test process that
VoiceXML platform from the ground up will beexercises your application end-to-end to ensure a
better qualified to create custom IVR applicationssmooth transition to production.  
that exhibit faster performance, greater5. Support, maintenance and management
functionality and superior call quality.  Although often underestimated, support and
2. VoiceXML platform certification. VoiceXMLmaintenance will strongly affect the performance
platform certification ensures interoperability ofand reliability of your IVR application. Look for a
VoiceXML platforms, tools, service providers, andvertically integrated IVR vendor that has a
applicationslengthy track record of proven customer
As VoiceXML adoption continues to grow insatisfaction in the industry.  
enterprises and carriers, certification assists6. Deployment options: Seek a vendor that offers
customers in choosing from a wide variety ofboth on-site IVR and hosted  IVR deployments.
vendors and deployment options to solve theirThis will allow you choice in terms of equipment
particular business needs The certification programmanagement. For those that prefer to manage
is managed and developed by VoiceXML Forumtheir own telco connection or their own IVR
members and provides impartiality through theservers, an on-site solution will be a better fit. For
use of independent third-party test laboratories.  those that want to outsource all aspects of the
3. Support for multiple speech technologies. Looktheir IVR solution, including telco connectivity,
for a vendor whose VoiceXML platform supportsinfrastructure and the IVR application, hosted IVR
as many speech technologies as possible.will be the right choice.