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EIG is uniquely positioned to deliver high-quality consulting services for your contact center. Our consultants are widely recognized as thought leaders with expertise that includes linguistics, speech science, user interface design, software development, and usability testing. We maintain our reputation for best practice IVR design through a continual process of testing, collaborating, and engaging with world-class contact centers.
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Voice User Interface Design |
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Voice User Interface (VUI) design directly affects the success of your contact center. A well-designed application can increase self service levels (containment), reduce misrouted calls, and leverage identification/authentication for personalized service and reduced agent handle time. Design quality is equally important in touch tone (DTMF) or mixed speech and touch tone applications.
EIG delivers each VUI design as a set of documents that can include:
- use cases, ready for stakeholder review;
- detailed call flow diagrams, ready for application development;
- recording scripts ready for the voice talent and recording studio.
Each design results from a consistent process of requirement discovery, composition, review, and usability testing. |
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Multi Factor Authentication |
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Contact centers face increasing challenges in 2009. These include conflicting goals for:
- Creating an exceptional, differentiated, and personalized customer experience;
- Slashing operating costs;
- Reducing fraud; and
- Ensuring regulatory compliance.
Fundamental improvements in how contact centers authenticate callers address all of these goals, but require an authentication strategy that is robust and flexible.
EIG will work with you to understand and exploit the next generation of:
- Identification and verification (ID&V) dialogues;
- Alternatives for multi-factor authentication within the telephone channel;
- Specific application and integration considerations for voice biometrics technology;
- Concerns about security and privacy in the 21st-century contact center; and,
- Personalization of IVR behaviors according to caller identity.
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Video usability, or "Wizard of Oz," testing calibrates important design features with real callers - without the expense and delay of developing and deploying the real application. Video usability uses an IVR simulator that allows callers to interact with a design "in the lab" where it's easy to see what works (and what doesn't ) and to quickly try out alternative scripts and navigation.
EIG addresses each project with a consistent process, honed across hundreds of usability tests. We'll develop and review a detailed test plan; manage the logistics of recruiting and testing at your site or elsewhere in the world; conduct testing using our unique, high-fidelity wizard IVR simulator; and deliver a concise, multi-media report of findings and recommendations. |
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Live Wizard Usability Testing |
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Live wizard usability tests enable you to test a new design directly on hundreds of live calls in the call center without any need for development or integration. Live wizard tests can go live within days of the original concept. You get immediate statistics on the performance of your new dialog - be it speech or touch-tone.
Specially developed test equipment is brought to your call center and simply plugged into your phone headset jacks. EIG experimenters collaborate with your own call center agents, and together a perfect simulation of your new dialog, including identification, validation, and personalised readback of account data is delivered to your callers. The agent then answers the call as per usual. Instant feedback on the performance of the dialog is available. Different variants of your dialogs can also be compared with statistical accuracy. You can ever gather customer satisfaction data at the end of the call.
As part of this work package we'll develop and review a detailed test plan; manage the logistics of the test to any call center in the world; build the simulation; conduct testing using our unique, high-fidelity wizard IVR simulator; and deliver a concise, multi-media report of findings and recommendations.
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Self-Service Optimization |
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EIG work with you to develop a Strategic Plan using a multi-step planning process that guides the analysis of your existing IVR and agent services The result is a detailed, step-by-step plan to improve service for your customers.
This disciplined process evaluates the business case, prioritizes functionality, explores of success, and quickly creates an high-level model the target system behavior. It reduces project risk and maximizes the return on investment.
The deliverable is a strategic planning document that draws on data analysis, stakeholder interviews, and one- or two-day on-site working sessions. |
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The Speech Migration Plan guides the extension of your IVR from DTMF to include speech recognition. Using a rigorous 3-step process, we analyze the existing DTMF IVR to identify key functions and to investigate speech dialog alternatives. The plan also includes a two- or three-day on-site meeting. Here, we work with key stakeholders to explore the many factors that make up the the business case for speech n order to reach consensus on a low-risk, high-payback strategy for the IVR. |
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IVR Metrics and Reporting Audit |
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Establishing and maintaining success metrics and other indices of measurement are especially important to IVR operation. An audit examines the existing measures, metrics and reporting to determine how well they meet the needs of managing your contact center.
This EIG service consists of an on-site facilitated joint application design session to assess IVR measures, metrics and reporting. These are typically manifest in IVR reports, some of which are "canned" by the vendor and some of which must be customized in order to gather more meaningful information. This on-site sessions involves key stakeholders and includes:
- Mapping business objectives to reporting requirements;
- Identifying potential gaps regarding measures, metrics and reporting; and
- Identifying implementation issues, challenges, and next steps.
The IVR Reporting audit also includes the drafting of an initial design for optimal measures, metrics and reporting. EIG will review this draft with key stakeholders. Based on feedback from this review, EIG will finalize the reporting design. |
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IVR Audit services compare your existing IVR with proven best practices and successful real-world implementations by market segment. We provide quantified measures so you can make effective design decisions. Apply this report for quick-hit user interface improvements to quickly deliver higher user acceptance rates.
There are two versions of the audit:
- Paper Evaluation and Call-In Audit;
- Call-In Audit with video Clips.
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