7 Tips to Deploy a Successful IVR System

To achieve success the first time out with your IVR solution, heedthese pieces of advice.

1.Don'tskimp on the platform. Choose industrial-grade PC platforms that are robustenough for network servers. Anything less can result in crashes, prematurefailures, or worse. Before you shop, do your homework because IVR systems have awide range of platform needs. For example, a 4-line IVR system can get by with a486-based platform, while a 24-line system requires a Pentium.

2. Be aware of PBX integrationrequirements. You cannot just hook up an IVR behind a PBX and expect it toproperly transfer calls. In many cases, IVRs must be trained to the target PBXenvironment.

3. Provide paths to a live companyrepresentative. Be sure rotary phone callers are quickly connected to a liveperson. Avoid trapping callers in "IVR jail" without opportunities toget to a representative quickly.

4. Do load testing. Beforeplacing your system online, generate call traffic on multiple lines and verifycorrect operation. Make sure that other server modules in the same box are notnegatively affecting performance.

5. Don'trecord the prompts yourself. If you build your IVR, don't record your ownspeech prompts. Use a company that offers this service--your IVR will sound muchmore professional.

6. Analyze call logs weekly.Be prepared to modify the call flow of your IVR as you discover which menuscallers are frequently and infrequently using. Be on the lookout for earlyhang-ups because they indicate caller frustration.

7. Be ready to scale up quickly.Your IVR needs to be scalable and allow quick upgrading to handle morelines. Be prepared for a flood of calls that exceed your best estimates.