siliconindia | | June 20198Having completed his BE degree from the Pune University, Achal has over two decades of corporate experience working with companies such as Escorts, Raymond Karsan, Flextronics Software Systems, Tech Mahindra and Genpact.nteractive Voice Response (IVR) system is a frontline in-terface to many organizations for customer service interac-tions, hence plays a crucial role in design and implemen-tation approach organizations take-in implementing the IVR systems.IVR ApproachIVRs have to be designed keeping in mind customer centricity and ex-perience. Customer service is made simpler with increased satisfaction score and enhanced brand equation for enterprises. Customers form their impression about services through interactions with IVR systems. Such interactions are rated by customer based on their experience. So, design-ing a front office interaction platform is very crucial for any enterprise in the services industry, and this creates this a lot of perception about an organiza-tion and how serious they are for en-hancing customer service and delight. This only displays that such enterprises want to keep customers at the top while designing the organization structure. IVR for a successful program requires the right mix of technology and hu-man assistance to enhance CX com-bined together with embedded analyt-ics for actionable insights leading to continuous improvementIVR Design ConsiderationsOrganizations have the opportunity to avoid trade-off between cost and customer satisfaction, as the problem with most of IVR implementations are design and approach. Agile approach in my opinionIBy Achal Kataria, Vice President & Global Head ­ Technology, EXLINTERACTIVE VOICE RESPONSE
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