What You Should Know When Choosing a Professional Service Team for Custom IVR Applications The
IVR solution is playing an increasingly important role in the business as its functions become increasingly complex.
IVR was once just the first line of the call center, but now it has become a tool that not only facilitates customer service, but also facilitates other mature automated processes such as workforce management, payment or fulfillment of service orders. The great potential of IVR-supported automation is now driving more and more companies to seek feature-rich IVR solutions, best delivered through custom IVR application development.
When choosing a professional service team to build your custom IVR application, many factors must be considered to ensure the quality, reliability, and performance of your IVR solution.
Vertical integration. When choosing an IVR provider, look for a company that develops and owns IVR technology. IVR vendors who create, own, and support your technology (the core of which is the VoiceXML IVR platform) will provide superior technical expertise at all stages of your application development and deployment. Engineers who design and build their own VoiceXML platform from the ground up will be more qualified to create customized IVR applications with faster performance, more powerful features, and superior call quality.
VoiceXML platform certification. The VoiceXML platform certification ensures the interoperability of the VoiceXML
platform, tools, service providers, and applications. With the growing adoption of VoiceXML among enterprises and operators, certification can help customers choose from a variety of vendors and implementation options To meet your specific business needs. The program is managed and developed by members of the VoiceXML Forum, and impartiality is provided through the use of an independent third-party testing laboratory.
Support multiple voice technologies. Look for a provider whose VoiceXML platform supports as many voice technologies as possible.The
VoiceXML IVR system must support external resources in a modular way, such as a speech recognition engine or a text-to-speech engine. This is important because as these technologies are updated, the functionality of the application can be improved without modifying the VoiceXML code.
A clear project management framework to guide each stage of the design, development and deployment process.
The stages of a custom application development project should include:
Design stage: Your IVR provider is expected to write a complete design specification to define application functions, behaviors, caller / user interfaces, and user interfaces. XML-based database application programming (API) interface.
Implementation stage-Expect our experienced IVR software engineers to develop high-quality voice applications, allowing you to focus on business data, and your IVR provider to focus on call flow.
QA and deployment-Looking forward to a well-managed and comprehensive application testing process, practicing your application from start to finish to ensure a smooth transition to production.
Support, maintenance and management Although often underestimated, support and maintenance will greatly affect the performance and reliability of your IVR applications. Look for a vertically integrated IVR supplier that has proven customer satisfaction in the industry.
Deployment Options – Look for vendors that provide on-site IVR and hosted IVR deployment. This will allow you to choose in terms of device management. For those who like to manage their own telecommunications connection or their own IVR server, the on-site solution will be a more suitable option. For those who want to outsource all aspects of their IVR solution, including telecom connections, IVR infrastructure and applications, the Hosted IVR will be the right choice.