IVR Voice Recognition Systems Development

Call Center IVR Consulting with Crimsonet: One-Stop Solutions for

Better IVR Systems

Usually, the life cycle of call center IVR projects focus on system development and deployment. At Crimsonet, we devote extra attention to the planning and optimization phases of voice recognition projects. Whether for a new or improved IVR system, our planning approach to developing call center IVR is geared towards increasing ROI. Thus, instead of emphasizing only the development and deployment phases, we create a tailored strategy to cultivate better returns on voice recognition systems while addressing business goals. To us, improving an IVR system is akin to renovating a building—you need a blueprint to know where you’re going and a plan to know how you’ll get there. With a well-planned map of your IVR project, you can launch the perfect renovation of your call center IVR.

Voice recognition systems consulting with Crimsonet offers many benefits:

• Simple IVR Vendor Management: there’s no headache—we handle and coordinate all the vendors and subcontractors of your voice recognition system for you

• Smooth, Worry-Free IVR Systems Development: we carefully plan your call center IVR project with a solid ROI projection. Put your mind at ease—we’ll ensure the profitability of your voice recognition system.

• One-Stop Call Center IVR Integration: IVR consulting ensures that the right technology and the best professionals are enlisted for the job. From that first blueprint to post-deployment tuning, Crimsonet is here to supervise and manage your call center IVR project through all phases.

Stage 1: Planning your IVR Voice Recognition System Project

Planning a voice recognition project involves assessing project requirements and scoping the IVR project. This requires an implementation plan to make sure the call center IVR corresponds with business goals. Imagine constructing a new residential building, or adding a floor to an existing home—you’d never just start building without a lot of preliminary assessment. Before you started building a new house, you’d have to decide on a location and make sure there was a final blueprint. If you were adding another floor to an existing home, you would have to ensure that the pipe system and foundation would not be disturbed by the construction work. It’s no different with a new voice recognition system—before project delivery, you have to make sure you are taking on the right project approach and plan accordingly. Quality IVR consulting does just this. Good planning will maximize the profitability of your new call center IVR system.

Voice recognition system planning has a few elements:

• Gap Analysis
• Project Scoping
• ROI Analysis

IVR system projects can be very risky without proper planning. That’s why at Crimsonet, we emphasize this phase of call center IVR consulting to remove unnecessary risks and make sure new voice recognition systems are properly implemented. Otherwise, something might go wrong down the road. It may turn out that the voice recognition system is not particularly well-suited to caller behaviour. If so, the company may have to change the IVR system script. Some new voice recognition systems projects may work perfectly, but fail to satisfy business goals. Or, as is often the case, the company sorely misjudges the project outcome and ends up with minimal or no improvement to the overall call center operations from the IVR system.

Gap analysis for an IVR system identifies the gap between the current and desired system state. Project scoping establishes system requirements and determines what needs to be accomplished.

Finally, ROI analysis ensures that the right IVR project is undertaken to maximize returns. In analyzing multiple scenarios and performing ROI analysis on different project models, Crimsonet increases investment returns. The process of ROI analysis for a voice recognition system includes: auditing your current business infrastructure and modeling its operations, evaluating the IVR system change and its impact on that operational model, modeling the new state, and then calculating the operational cost of that new state. The ROI is calculated from the cost of the two operational models (before and after the change), also taking into account the cost of implementing the new IVR system.

If planning for a voice recognition project is not done properly, the returns on the IVR system will certainly suffer, as well as the effectiveness of the call center IVR. Read more about the complexity of calculating ROI in our IVR white paper.

Stage 2: Delivery of the Call Center IVR System/Project

IVR system delivery is a complex process, and usually the most time-heavy stage of voice recognition consulting and development. This phase is the actual building and launching of the call center IVR system. To continue with the commercial building analogy, IVR system project delivery is like the construction stage, requiring coordination and constant supervision of contractors. A foreman guides the action and ensures that development runs smoothly between workers.

Similarly, the voice recognition system delivery phase is conceptually similar to the foreman guiding the action. In the IVR system/project delivery phase, we focus on three tasks:

• Vendor Selection
• Project Management
• System Deployment

The IVR development process also calls for usability testing and IVR system piloting. Developing call center IVR systems is optimized by having one entity in charge. Crimsonet guarantees project conformity and a smooth progression between the different phases of call center IVR system development. Vendor research, RFP preparation, and vendor selection are all major services offered by Crimsonet in launching new or improved call center IVR systems.

As part of Crimsonet’s role in project management, good voice recognition systems require extensive usability testing to ensure a user-friendly interface. Testing is critical to verify the efficiency and productivity of a given IVR script. Furthermore, it is important to run a voice recognition system pilot prior to full deployment. Close monitoring measures pilot performance against pre-determined goals, while tuning serves to fix weak areas where improvement is necessary. Crimsonet leads the testing process as part of voice recognition system development.

This phase of IVR system development culminates in the full production launch of the voice recognition system.

Stage 3: On-Going Call Center IVR Monitoring and Tuning

For the returns on a call center IVR system to be consistent with original goals, there must be continual performance monitoring. However, while the optimization of a new or improved IVR voice recognition system is an important part of call center IVR development, over the long-term it is sometimes neglected following IVR launch. Crimsonet emphasizes ongoing post-deployment monitoring as a crucial phase in call center IVR consulting. Without it, companies risk compromising the return on investment. Think of it as the little tweaks and changes after a building has been erected: fixing a minor leak, correcting a door that won’t close, putting in a new outlet, and being available to correct any outstanding problems. The same tweaks and changes are necessary for voice recognition systems to improve the real-world experience of callers.

This stage deals with:

• Performance Monitoring
• System Tuning
• Improvement Discovery

Monitoring and tuning are necessary to ensure optimum IVR system operation. Crimsonet establishes continual monitoring tools, data collection, and analysis services for your call center IVR after full production. Tuning of the voice recognition system is necessary from time to time in collaboration with the vendors, and is an important part of ensuring the continued profitability of your call center IVR system.

Even at this phase, the process of IVR system consulting and development is never over. There is always room for improving an IVR voice recognition system as a company grows and evolves. The management and supervision of post-development software functioning will discover new potential improvements, ensuring that a call center IVR system brings the greatest returns with the highest efficiency. In this way, Crimsonet works to make sure your call center IVR continues to bring high returns, and that your company has the best possible IVR voice recognition system.