About Us

User Interface: Caller Experience, Human Factors

We know that contact automation will increase and customer satisfaction will uplift if the caller experience is exemplary. When contact automation percentages increase, we can see that callers are getting what they need from the IVR. This means that the call flow is well-thought out, crisp, and smart. It also means that callers can achieve what they need from the IVR without having to opt-out to a live agent. Their account information is correct, their most likely to choose options are available, and system navigation is optimized.

Since we are constantly monitoring the IVR and have implemented hundreds of applications, we understand caller behavior and can work with our clients to ensure that the IVR helps them achieve their business goals. By doing this, we’re helping our clients improve customer satisfaction by helping their customers get what they need quickly and efficiently. Over time we can see how people interface with the IVR and know that if the caller can complete what needs to be done in the IVR quickly and correctly, customer satisfaction will increase.

Our human factors experts and application designers work with clients to produce a customer experience that promotes self-service while improving customer satisfaction.  The way the application interacts with callers is a prime source of automation improvement opportunities.  The design experts work with a statistically relevant sample of potential IVR users and study their interaction with the application to ensure optimum usability.  We focus on likely IVR scenarios to ensure the users can complete the expected task.