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Fixing IVR Problems - Research Insight

  • ID: 470550
  • March 2007
  • 68 Pages
  • Frost & Sullivan

This Frost & Sullivan research service titled Fixing IVR Problems: Research Insights provides information on practices that focus on how and when to use IVRs, as well as user-focused practices to create a better design framework for voice-based applications. In this study, Frost & Sullivan's expert analysts thoroughly examine IVR systems using both dual tone multi-frequency (DTMF) and voice-based interfaces.

Altering the Design of Voice Applications is Likely to Boost Support for Interactive Voice Response Systems

In the last decade, as part of the movement to reduce customer support costs, companies began to outsource their customer support centers. Due to a slew of complaints, companies turned to customer self-service technologies; interactive voice response (IVR) systems have been the most prominent of these self-service technologies. "However, the widespread adoption of IVRs has left customers frustrated and angry at what they perceive to be a callous disregard for customer service standards," according to the analyst of the study. "One of the main reasons is the poor design of voice-based user interfaces that makes customers feel like the companies just do READ MORE >

Note: Product cover images may vary from those shown

1. Fixing IVR Problems: It's the UI Not the Technology
-1. Fixing IVR Problems: It's the UI Not The Technology
--1. Introduction
--2. Enterprise Response to Rising Customer Service Costs
--3. Visual Application Design Rules
--4. Vocal Tics
--5. Adapting Visual Practices
--6. Best Practices
--7. Avenues for IVR Design Improvements
--8. End User-Focused Best Practices
--9. gethuman

Note: Product cover images may vary from those shown
Note: Product cover images may vary from those shown


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