Implementing successful IVR systems

Setting up an IVR application involves a combination of technical expertise, customer focus, and knowledge of your business processes. It's not always easy – a fact demonstrated by the unwieldy and hard-to-use IVR systems we've all encountered. But with the right help, your IVR system will benefit both customers and your bottom line.

Ask about the consulting services available to help you design the IVR application, and about the employees who will work on your project. You'll want to work with consultants who balance technical expertise with user interface skills and customer focus.

An often-overlooked aspect of IVR systems is the quality of the voices that callers will hear. Ask dealers if they can connect you to professional voice talent to record your greetings and static messages: high-quality voice talent can make your system seem much more professional.

An installation project should include thorough testing of your system and extra support for the first few days of launch. Find out in advance what kind of assistance you'll get to make sure the IVR works as it should from day one.

Integration
If you're using IVR systems to deliver dynamic information pulled from back-end databases, your IVR vendor will work with you to determine the best integration method. Standards like ODBC (open database connectivity) and web services make integration easier – but still require careful planning. Connecting to backend systems that only support proprietary APIs (application program interfaces) will increase both the complexity of the project and your total costs.

The IVR system will have to work smoothly with your existing telecommunications equipment, separate from any database integration issues. Make sure you get a comprehensive outline of how the integration will proceed and how much it will cost.

Ongoing management
Once your system is up and running, the installation team will move on. What happens when you want to update your messages, add a new option, or change a menu? Take the time to learn what types of tools and interfaces are available with each IVR system you investigate.

Companies with limited technical expertise should look for graphical interfaces that use flow charting and other user-friendly tools to make changes. With the right tools and a little practice, you should be able to create entirely new applications for your IVR.

If you have programmers or IT experts on staff, you may be more interested in management tools that match their skills. For example, some systems offer programming environments designed for C developers.

Whichever route you choose, make sure the dealer provides enough training and documentation for your team to manage the day-to-day operation of the system.