Interactive Voice Response (IVR) uses voice input and touchtone keypad selection to provide 24-hour information availability, responding via callback, voice, email, and other means depending on what the system is programmed to do. With IVR’s uncomplicated set up and wide availability, it is a cost-effective frontend application for many businesses.
The success of IVR systems depends on the usability of the interface and ease of interaction for callers. There has been a debate on adopting principles and guidelines for the development of usable IVR system. Unfortunately, there is limited research on the subject, and with inconsistencies in existing systems, agreeing on standards is not likely to occur.
This white paper will explore the following: