We were asked to assist a large financial institution recover from a new IVR implementation that created an extremely poor customer experience, thereby driving customers away. Portions of the work product are represented here in the call flow analysis, greeting benchmarks, high level testing analysis and our recommendations.

We have designed voice architectures for very large deployments, as represented here by the Healthcare Client Architecture. And we have extensive product and vendor selection experience; the Automotive Client RFP Analysis is just one example of an on premise IVR acquisition process.

  • Timeline of Welcome Call Flow
    Timeline of Welcome Call Flow
  • Welcome Greeting Benchmarks
    Welcome Greeting Benchmarks
  • Analysis of High Level Testing
    Analysis of High Level Testing
  • Recommendations
  • Healthcare Client Architecture
    Healthcare Client Architecture
  • Automotive Client RFP Analysis
    Automotive Client RFP Analysis