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.quote { margin-left: 1em; margin-right: 1em; border-left: 5px #ebebeb solid; padding-left: 0.3em; }--></style></head><body><div><br /></div><div>Generally speaking:<br /><br />- The more options in a menu the more chance your caller will need to have a menu repeated;<br />- Always tell most used options first so that the caller doesn't stay long in the IVR;<br />- Use 3x3 or 4x4 matrix - e.g. 3 levels deep w/3 options each at a maximum;<br />- Always provide a key to repeat the menu and optimize the waiting time for key input so that callers have enough time;<br />- Use the same voice across the menu options;<br />- Optimize each sentence - they must be short but very informative;<br />- Be consistent; e.g. same way of telling the options across the menus;<br />- Hang up after 3 wrong options - this also avoids lingering calls<br /></div>
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<div>On 2020-10-09 09:22:22, "Bote Man" <<a href="mailto:botelist@gmail.com">botelist@gmail.com</a>> wrote:</div><div><br /></div>
<div id="xecf19c68676c47b"><div class="WordSection1"><p class="MsoNormal">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:<o:p xmlns:o="#unknown"></o:p></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><p class="MsoNormal"><a href="mailto:Allison@theivrvoice.com">Allison@theivrvoice.com</a><o:p xmlns:o="#unknown"></o:p></p><p class="MsoNormal"><b><o:p xmlns:o="#unknown"> </o:p></b></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F"> --- <o:p xmlns:o="#unknown"></o:p></span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F">John Boteler <o:p xmlns:o="#unknown"></o:p></span></p><p class="MsoNormal"><span style="font-size:10.0pt;color:#7F7F7F">BnC Group U.S.A. <o:p xmlns:o="#unknown"></o:p></span></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><p class="MsoNormal"><b><o:p xmlns:o="#unknown"> </o:p></b></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><p class="MsoNormal"><b>From:</b> Sam van Herwaarden<br /><b>Sent:</b> Friday, 9 October, 2020 03:44<br /><b>To:</b> FreeSWITCH Users Help <<a href="mailto:freeswitch-users@lists.freeswitch.org">freeswitch-users@lists.freeswitch.org</a>><br /><b>Subject:</b> [Freeswitch-users] IVR UI/UX design<o:p xmlns:o="#unknown"></o:p></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p><div><div><p class="MsoNormal">Hi all,<o:p xmlns:o="#unknown"></o:p></p></div><div><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p></div><div><p class="MsoNormal">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.<o:p xmlns:o="#unknown"></o:p></p></div><div><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p></div><div><p class="MsoNormal">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?<o:p xmlns:o="#unknown"></o:p></p></div><div><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p></div><div><p class="MsoNormal">Kind regards,<o:p xmlns:o="#unknown"></o:p></p></div><div><p class="MsoNormal">Sam<o:p xmlns:o="#unknown"></o:p></p><p class="MsoNormal"><o:p xmlns:o="#unknown"> </o:p></p></div></div></div></div></body></html>