Ten Considerations For Voice Portal Upgrades

Infrastructure decision-makers who plan to upgrade their interactive voice response (IVR) system should consider changes in customers' expectations, technology improvements, and cost models before launching vendor evaluations for voice portal (VP) upgrades. VPs improve legacy IVRs and offer applications that extend well beyond basic call steering and transaction handling. Well-designed VPs support professionally developed applications that enable customers to complete full transactions through self-service. Moreover, engaging VP applications deliver superior services, offer easy navigational tools, and deliver a logical call flow. These apps encourage rather than discourage callers to stay engaged within the VP application. To upgrade your IVR to a VP you must apply due diligence not only in selecting a technically sound VP platform but also in understanding how to proactively engage your customers through speech. To be successful, follow these 10 pragmatic steps prior to calling vendors for quotes.