IVR Application Development

During this phase, our team work with you to define the purpose of IVR system, all your business problems which you're trying to solve by implementing IVR. Identifying the User Base, Demographics, Personalization required, Backend Systems, Technical feasibility etc. along with defining KPIs. 

Here we'll focus on drafting the actual System User Interface aka VUI,  Detailed Design Documentation , Visio like Call-Flows including Menu Structuring, use of NLU, demarking User Input modes like Speech or DTMF, overview of Prompt Lengths and playback speed, designated places for TTS or Pre-defined Audios. Design will always be provisioned with Multi-lingual support. Defining Milestones and tasks for Reporting, SLAs. Design session will log all the testing methodologies applicable on different part of the call-flow. Data contract with external web services etc. Finalizing Voice Talent etc.

It's time to go through the tools and programming languages available for coding the call flow, We'll work closely with your IT team and discuss the clear pros and cons of using Platform specific Development Tool or using Opensource like VXML/JAVA etc. and Integrating with your Platform. 

Our team prefer Framework based approach of the Application Development which'll be built on top of your platform specific IVR tool, if required. Our development practice and experience on IVR like tools helped us delivering a easy to maintain code, which can be worked among multiple developers even by your resources later on with proper knowledge transfer. All the processing during flow will be logged for the troubleshooting and reporting purpose. we understand the limitations of various proprietary tools hence we take care of all nitty-gritty of any coding like proper comments, notes, clean-up activities, unused Audios, syncing with Design Docs etc.

One of our main focus is on Testing and Quality Assurance of the IVR application. We ensure its functionality, usability, and reliability. Test different  scenarios, including various inputs, error handling, system failures, and integration with backend systems. Perform load testing to assess the  application's performance under heavy call volume.

Before handing over for deployment, We Involve all stakeholders and end-users in User Acceptance Testing to validate the IVR application against their expectations. Gather feedback, address any issues or concerns, and make necessary adjustments based on user feedback. We prefer to assign one of our analyst with your UAT team to streamline the process by avoiding any disconnect from Design discussions to Delivery.

At this stage our team will help you out setting up your production environments to prep. for Go-live, getting ready with Disaster Recovery and Business continuity plans. We extend all our support to assist you during  Application Deployment and cut over traffic. We've our own process and tools to measure post Go-Live Evaluation and Monitor the application closely during the initial period to address any unforeseen issues, gather performance data, and make necessary  adjustments. 

We assure you absolutely no confusion in our team's involvement and support agreement, We'll not hesitate to go an extra mile to address the issues. Needless to say that you'll be provided with all Training  and Documentations of the work delivered to facilitate DEV OPS teams. If required, our team will help you setup Monitoring and Maintenance tools.

Apart from that, We'll share you our Internal Reporting Structure which can be utilized to create customized reports like Customer Journey, Task Success/Failure rates, Containment etc.