Your company’s IVR is a gateway to your service experience, yet many systems are painfully outdated and neglected. At best, the IVR is disconnected from branding and marketing objectives. At its worst, IVR functionality is plagued with a patchwork of options and experiences that makes even the most patient users cringe. If customers get lost in your IVR, they may be gone for good.
To address these real concerns, Digital DataVoice has developed an IVR Application Assessment. This tailored assessment focuses on the performance and usability of your customer self-service experience. We analyze the existing portfolio of voice self-service functionality, application usage and performance metrics. We appraise the system’s effectiveness and usability to determine which applications and functionality should be extended, which should be re-written and which should be retired.