For Infrastructure & Operations Professionals

Primary Analyst Photo	Document Information	Rate this Document
	September 1, 2010 Ten Considerations For Voice Portal Upgrades Develop Your Priorities Before Making An IVR Vendor Selection by Elizabeth Herrell with Robert Whiteley, Lauren E Nelson

This is an excerpt

Executive Summary

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.

This is an excerpt

Buy Risk-Free

Price: US $499

Our Service Guarantee: If you are not completely satisfied with this document, notify Forrester within 24 hours of purchase for a full refund.

Already a Forrester Client?
Log in to read this document.