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SpeechTEK 2010 - Thursday, August 5, 2010
STKU-5 – Your IVR When the Vendor Leaves
9:00 a.m - 12:00 p.m
Jenni McKienzie, Voice Interaction Designer - SpeechUsability
Susan L. Hura PhD, Principal - SpeechUsability

You’ve done everything right in designing and deploying your IVR. Now what? Gone are the days — if they ever really existed — of putting an IVR in a closet and letting it run for years without thinking about it. An IVR needs to be constantly monitored for several reasons: to make sure it’s doing what it’s supposed to; to ensure the customer experience is staying where you want it; to increase self-service with time; and to change as the business changes. We’ll look at several concrete examples of how we’ve done exactly these things at Travelocity. The specific examples coupled with general good practices for ongoing IVR maintenance and monitoring should leave you with lots of ideas of what to look at in your own systems. We’ll look at reporting, A/B testing, and communication between the IVR team and the call center.

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