Executive Q&A: IVR User Experience Reviews

May 19th, 2010

Adele Sage

With contributors:

Moira Dorsey , Rachel Zinser

Summary

Forrester's IVR User Experience Review uncovers flaws that prevent users from accomplishing key goals in interactive voice response (IVR) systems. This document provides answers to some of the common questions we've been asked about Forrester's IVR User Experience Reviews. To get the most out of the review methodology, phone self-service channel owners should identify user goals that drive business metrics, review their systems using the tools available on Forrester's Web site, and fix usability problems identified by the review.

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