Friday, May 25, 2007

IVR must deliver better user experiences

Forrester has just rolled out a report authored by Moira Dorsey, entitled Best And Worst Of Phone Self-Service Design, 2007. Forrester applied its Interactive Voice Response (IVR) Review methodology. The report examined the phone self-service experiences at 16 firms — four of the largest credit card issuers, consumer electronics retailers, PC manufacturers, and wireless providers. None of the companies passed the Forrester evaluation but a number are now beginning to adopt best practices. JPMorgan Chase received the highest overall score. Best Buy, Wal-Mart, Dell and Cingular all received honorable mentions. The key message in the report is that effective IVR solutions will only be developed by looking at the user experience and ensuring the systems meet users’ needs.

1 comment:

mahita said...

Everyone acknowledges that the fastest-growing sector on the Internet is the mobile Web .IVR only be developed by looking at the user experience and ensuring the systems meet users’ needs.