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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