www.getdesign.in - My periodic blog exploring the world of business, experience design and interaction, with a smattering of gadgetry and social media. A world where business, people and technology meet.

Let's Fix Things: For over two decades I've been consulting in Communications Design: Everything from business strategy and processes, through to technology, interaction and customer experience. The thoughts here are my own, not necessarily that of my employer.

I have a penchant for spotting patterns and fixing broken user and customer experiences. Even my Bumblebee project hasn't escaped - I've been using Six Sigma techniques to study and predict their behaviour patterns. ☺

December 22, 2007

How to Reap the Benefits of Speech-Enabled IVR

December 22, 2007/ Nik Sargent

Interactive voice response (IVR) systems can cause a strong improvement in customer experience and contact center operating costs like few other customer-care technologies can. Speech-enabled IVRs have the ability to pick up where their dual-tone or touch-tone multifrequency counterparts leave off. But this doesn't necessarily make it an all-purpose cure-all. Rather, when speech technologies come into play, the design of the system is that much more important. Voice user interface design is a top obstacle to higher rates of satisfaction.
Designing a speech-enabled IVR can be complicated. The following are seven proven strategies to aid in the transition to speech-recognition IVR technology. [click heading for more]

Nik Sargent

Nik Sargent

GetDesign | Nik Sargent | design interaction blog

Nik Sargent

Nik Sargent