What you should know when selecting a professional services team for custom IVR applications
Below is a MRR and PLR article in category Computers Technology -> subcategory Communications.
Choosing the Right Professional Services Team for Custom IVR Applications
Introduction
As Interactive Voice Response (IVR) solutions become more advanced, they are playing increasingly vital roles in businesses. Beyond handling customer service, IVR systems now automate tasks like workforce management, payment processes, and service order fulfillment. With their expanded capabilities, many enterprises are seeking feature-rich, custom IVR applications. Here’s what you should consider when selecting a professional services team for your IVR needs.
Key Considerations
1. Vertically Integrated Vendor
Choose an IVR provider that develops, owns, and supports their technology, particularly focusing on the VoiceXML IVR platform. Such vendors have engineers with deep technical expertise, enabling them to create custom applications with superior performance, functionality, and call quality.
2. VoiceXML Platform Certification
Certification ensures your IVR solutions are compatible and can interoperate with various platforms, tools, and services. Managed by the VoiceXML Forum, this certification involves independent third-party testing, allowing you to confidently choose from a variety of vendors to meet your business needs.
3. Support for Multiple Speech Technologies
Opt for a vendor whose VoiceXML platform supports various speech technologies like speech recognition and text-to-speech engines. This modular approach allows your application to benefit from technology upgrades without altering the VoiceXML code.
4. Robust Project Management Framework
A clear framework should guide the design, development, and deployment of your IVR application, including:
- Design Phase: Expect a comprehensive design specification outlining the application's functionality, user interface, and API for database interactions.
- Implementation Phase: Skilled IVR software engineers should handle voice application development, allowing you to focus on business data.
- QA and Deployment: A thorough testing process should ensure a seamless transition to production.
5. Strong Support and Maintenance
Reliable support and maintenance are crucial for the ongoing performance and reliability of your IVR application. Look for a vendor with a proven track record of customer satisfaction and industry experience.
6. Flexible Deployment Options
Choose a vendor offering both on-site and hosted IVR deployments. On-site solutions suit those who prefer managing their own telecom connections and servers. In contrast, hosted IVR solutions are ideal if you wish to outsource all aspects, including telecom connectivity and infrastructure.
Conclusion
Selecting the right professional services team for your custom IVR applications can greatly enhance your business operations. By focusing on these key considerations, you can ensure that your IVR solutions are reliable, high-performing, and tailored to your specific needs.
You can find the original non-AI version of this article here: What you should know when selecting a professional services team for custom IVR applications.
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