ivr repp

1. Urmil Gohil
Interactive Voice Response (IVR)
Newrouz Support Line
Date: 4th September2007
Reviewed and Revised 3rd September 2007-09-04
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2. Urmil Gohil IVR Project
1. Introduction
Interactive Voice Response (IVR) is an important element that is required in any
Telecom operator. Interactive Voice Response (IVR) support line happens to be one of
the key factors in improving customer service and support. Other companies even utilize
the IVR as a powerful tool in marketing and advertising for their products and services.
Therefore, management has requested us to come with an IVR that is supportive,
informative, and user friendly.
2. Objectives
To develop a new Interactive Voice Response (IVR) system with clear structure, scripts,
loops, and functionalities. Such objectives have to be defined, designed , and
implemented in different phases to suit the current and future market needs
How should we develop our IVR?
To achieve the objectives put for developing the IVR, the system should be both
informative and supportive.
How Informative? The IVR should provide all the information customers may need.
Information related to billing, support, and general sales inquires should be available in a
brief and handy way.
How Supportive? Despite the technical limitations we may encounter, the system should
be able to solve/answer whatever technical and support issues customers may face
without the need to talk to a Customer Service Representative(CSR).
3. Standard IVR
In other Telecom operators , the numbers to call for support should help customers in the
following issues:
• Billing
• Technical Support
• General Inquires & Sales
• Customers’ suggestions and feedback
Document: August 2005
Page 2 of 6 © Kanar Tel – 2005