[Freeswitch-users] IVR UI/UX design

[Prashant Lamba]

++ Vote for Frederic Jean.

One more: Make sure you always use the standard '0' or '9' as the xfer to
operator agent, if you have one.

Prashant

On Fri, Oct 9, 2020 at 7:49 PM Frederic Jean <makafre at gmail.com> wrote:

>
> Generally speaking:
>
> - The more options in a menu the more chance your caller will need to have
> a menu repeated;
> - Always tell most used options first so that the caller doesn't stay long
> in the IVR;
> - Use 3x3 or 4x4 matrix - e.g. 3 levels deep w/3 options each at a maximum;
> - Always provide a key to repeat the menu and optimize the waiting time
> for key input so that callers have enough time;
> - Use the same voice across the menu options;
> - Optimize each sentence - they must be short but very informative;
> - Be consistent; e.g. same way of telling the options across the menus;
> - Hang up after 3 wrong options - this also avoids lingering calls
>
> On 2020-10-09 09:22:22, "Bote Man" <botelist at gmail.com> wrote:
>
> I don’t know the answer, but there’s a good possibility that a fine lady
> who records professional IVR prompts knows where to point you:
>
>
>
> Allison at theivrvoice.com
>
>
>
>
>
> ---
>
> John Boteler
>
> BnC Group U.S.A.
>
>
>
>
>
>
>
>
>
> *From:* Sam van Herwaarden
> *Sent:* Friday, 9 October, 2020 03:44
> *To:* FreeSWITCH Users Help <freeswitch-users at lists.freeswitch.org>
> *Subject:* [Freeswitch-users] IVR UI/UX design
>
>
>
> Hi all,
>
>
>
> My organization runs a number of IVR systems for information delivery, and
> one issue we often run into is that users find the interface a bit awkward
> or hard to navigate. We have experimented quite a bit internally with
> adjusting the structures of menus, ordering, phrasing etc. But we feel like
> there must be some knowledge/experience out there and that it shouldn't be
> necessary to rediscover most of this ourselves.
>
>
>
> Does anyone have recommendations for resources with info on best practices
> for IVR design? Or contacts in organizations/companies that have a lot of
> experience with this?
>
>
>
> Kind regards,
>
> Sam
>
>
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