| IVR User Experience Evaluation
Have an IVR solution already in place? A User Experience Evaluation will help you understand how well your IVR is meeting your organizational needs. Objective measures like IVR usage statistics and recognition performance tell only part of the story on IVR performance. A UX Evaluation goes beyond dry statistics to reveal what really matters: what do customers think of your IVR? By taking a deep dive into the experience users have when they call your organization, a UX Evaluation provides a vital subjective view to balance typical performance metrics.
We have multiple methods in our UX toolbox and can customize an evaluation plan to meet your schedule and budgets.
Expert Review:
Need to get feedback on your system now? Not sure what you need? An Expert Review is the best place to start. We approach your IVR system from the perspective of a customer—we follow the paths that customers do, listen to the same prompts, and make the same mistakes to give us a deep appreciation for the experience your customers have with your IVR. We take these observations and use our years of experience in voice user interface design to identify problems and spot hindrances to successful call automation.
Recorded Call Analysis:
What do callers really do when they call? Listening to real callers trying to solve real problems uncovers opportunities and issues that are not obvious from any other testing method. Analyzing recorded calls lets us hear what callers want, how they react, and what trips them up. SpeechUsability will turn several hundred calls into a manageable set of issues and recommendations for improvement.
Call Statistics Review:
Are you drowning in data? Many organizations collect a great deal of usage data on their IVRs but are unable to turn that data into a plan for improving the system. Let SpeechUsability help you make sense of the statistics by finding data to support other usability findings and identify new issues. A Call Statistics Review is best paired with a Heuristic Evaluation.
Usability Testing:
The gold standard for understanding how people use your IVR. The controlled environment of a usability test provides an unparalleled ability to observe customers interacting with your IVR and hear their reactions and opinions to specific aspects of the call. SpeechUsability is a pioneer in finding the most effective usability methods specifically to speech and IVR to deliver targeted, actionable data to improve the experience and drive self-service usage.
How a UX Evaluation Benefits You:
A UX Evaluation from SpeechUsability is a quick, low cost method for collecting data to answer questions about the effectiveness of your IVR solution. A User Experience Evaluation lets you ask strategic questions about modifying or adding to your self-service offerings and delivers supporting evidence for making big decisions with confidence.
What You Get:
User Experience Evaluations from SpeechUsability are highly flexible. Depending on the nature of your questions, the data you have available, your budget and timeframe, we will create a custom evaluation plan to get the answers you need. The result of a user experience evaluation include full methodological details about what we did and why, a categorized and prioritized list of issues, and specific, actionable recommendations for improvements to your IVR application and overall self-service strategy.
Prices for UX Evaluation start as low as $6500, with turnaround times of as little as 2 weeks.
Contact SpeechUsability about IVR user experience evaluation
Voice User Interface Design
Launching a new IVR offering? Let SpeechUsability show you the value of discovering what your users want and delivering an application that gives it to them. We take the time to understand who calls your organization, what problems they’re trying to solve, and their state of mind when they call. Our User Centered Design methodology ensures that you get feedback from users, not only after your new IVR is deployed, but iteratively throughout the design and development process. VUI design by SpeechUsability is not just writing prompts! We gather targeted, actionable data to allow us to make smart design decisions from conception to implementation.
How VUI Design Services Benefit You:
Professionally designed IVR applications are more efficient, more effective, and more satisfying for callers, so more of your customers will choose to user self-service automation. This means fewer calls requiring agent intervention, reduced call durations, and less frustrated callers complaining to call center agents. VUI Design Services from SpeechUsability let you deploy an IVR system callers will want to use.
What You Get:
SpeechUsability will deliver complete VUI design specification, including detailed callflow and fully scripted prompts. You may also choose to allow SpeechUsability to recommend professional voice talents to record your prompts and coach recording sessions to ensure superior quality.
VUI Design Services may be priced fixed bid or hourly. Engagements typically last 4 weeks or more.
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Speech and Self-Service Strategy
Considering adopting a new speech technology in the call center? Not sure which technology will best help you meet your organizational goals? Let SpeechUsability light the way and help you make smart decisions. Every vendor will tell you that their widget will solve all your problems—because we’re not associated with any vendor, SpeechUsability can sort through the marketing hype and let you choose technology that will serve you and your customers. We can assist in technology and vendor selection, help you formulate RFPs that clearly communicate your needs, and help make sense of vendor responses. We will work with you to create long and short term plans for successful use of speech technologies in the call center.
How a Speech and Self-Service Strategy Benefits You:
Speech and self-Service Strategy from SpeechUsability provides vendor-agnostic, but highly experienced, advice on appropriate use of speech and IVR technologies. We help you understand speech technology offerings and select the most appropriate technology for your organization today, and plan for continued success with speech self-service.
What You Get:
The deliverable for Speech and Self-Service Strategy may be a plan for evaluating vendor bids, a plan for soliciting RFP responses, or a blueprint for speech technology adoption. This service is fully customizable for your specific needs, budget, and timeframe.
Speech and self-service strategy consulting can be priced as 1-3 day onsite sessions, or as remote engagements priced hourly or as a fixed bid. Durations vary greatly depending on your needs.
Contact SpeechUsability about speech and self-service strategy
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