Designing an IVR Script
When a customer wants to integrate an IVR into their contact center
solution, normally an IVR is either over- or under-engineered. To help
minimize the amount of time spent on IVR configuration, you need to
identify the customer requirements, understand how the calls flow
through the network, and put a flow chart in place that describes the
solution. Once this is done, it will then give you the ability to quickly and
efficiently deploy IVR scripts. Also, the IVR is normally the customers’ initial
access into the network, so it needs to be set up in a manner that is
simple and effective, providing customers with an easy-to-navigate,
easy-to-listen-to initial contact with your company.