Join us at AVAYA Engage 2018

January 28 – 31, 2018
New Orleans! … More Join us at AVAYA Engage 2018

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Testing! Testing! When and How… (IVR Scripting Series)

Developing a Prototype for usability testing of an IVR script and application is a good idea when you’re looking to check out the way callers may experience the system—speech prompting, navigation and its efficiency.  Feedback from users, before the application development begins, allows for menu rearrangements and verbiage adjustments to be implemented, and changes to … More Testing! Testing! When and How… (IVR Scripting Series)

Wordplay is No Game in IVR Scripting.

When building an IVR Script, you must consider carefully the precise words to be used at each step, while also considering the customer experience throughout the call. More importantly, dialogues should be designed to be spoken to the caller in phrases, rather than pieced together from individual words.  Otherwise, single word dialogues will sound mechanical … More Wordplay is No Game in IVR Scripting.

Error Messages, without Errors! (IVR Scripting Series)

When designing an IVR Script, it is important to think about what things might go wrong during a call, either from the system OR the caller. Several error conditions can occur in an IVR session, and all such possibilities must be identified and dealt with during the script design phase to produce a quality result. … More Error Messages, without Errors! (IVR Scripting Series)

How To Develop An IVR Script That Works

What an interactive voice responses system says—and how it says it—can make or break and application. Since the IVR script is so critically important to “end user acceptance” and overall system success, careful attention needs to be given to how the dialogue is designed, structured and recorded.  Your goal—a script that is clear, concise and yet … More How To Develop An IVR Script That Works