Are You Maximizing Your IVR System Potential?

For each question, please select the answer that best reflects the situation of your IVR.

1.
Does your IVR system offer total stand-alone self-service?

No, the IVR routes callers to agents for all transactions and services.
Yes, callers may use the IVR system for simple self-service functions, such as account inquiries, bill payment, and store hours.
Yes, callers may use the IVR system for complex self-service functions, such as placing orders and inquiring about specific data.

2.
Does your IVR script adapt to different callers and call scenarios?

Yes, the IVR script adapts to each caller's profile data and service history across all service channels.
Yes, the IVR script is partially adapted to different callers, and integrates small details such as caller name and location into the IVR script.
No, the IVR script is identical for all callers.

3.
Does your IVR system employ speech recognition or just touchtone menu options?

The IVR system is touchtone-based.
The IVR system asks open-ended questions and adapts the script so that the call flows naturally.
There is speech recognition integrated in the IVR that allows for spoken menu selections.

4.
How do you verify the identity of callers, where necessary?

Caller identity is verified using voice biometric technology.
Caller identity is verified using a sequence of questions from an agent.
Caller identity is verified using a sequence of questions from the IVR.

5.
Is your IVR system integrated with data from other support channels, such as online chat and email?

The IVR system is only partially integrated with other support channels and shares only basic user data.
Yes, the IVR is fully integrated with all other service channels, drawing on and contributing data to a central data and service history repository.
No, the IVR system stands alone and functions independently of all other channels.


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About Crimsonet's IVR System Assessment

As a one-stop shop for interactive voice response (IVR) systems, Crimsonet is experienced in appraising IVR systems and identifying areas of improvement. Our self-assessment tool for interactive voice response (IVR) systems is designed as an initial guide in the process of IVR application development. There are many factors that contribute to the effectiveness of an IVR system. Many interactive voice response systems can be improved in areas such as script development, agent access, hold function, and more.

 

We created this self-assessment to guide companies and call center executives in the process of IVR application development. Before initiating your IVR application development, see where your interactive voice response system can be improved. Please note that while Crimsonet's self-assessment tool does not stand in for a professional assessment of your IVR system, it can serve as a starting point to identify such areas of improvement.

 

For inquiries and further information on how to maximize the potential of your IVR system, or for an in-depth professional assessment, contact us today.

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