“An interactive workshop about Interactive Voice Response (IVR) applications
(both touchtone – and speech-based) and most issues involved that make them
work, or not ... The workshop is all about Customer Service, providing its
attendees with straightforward information about Interactive Voice Response
(IVR)-applications within the Call Center (both touchtone – and speech
recognition-based) and the conditions involved to make or break them.“

Part I – Getting focused

• Introduction: IVRs and what they’re all about
• Practice today: A look at some applications out there, considering
  the reason they were meant to be and what they actually achieve.

Part II – Into Details

• What makes the IVR work: The symbiosis between the Voice User
  Interface (VUI) and the technique with one goal only: Serving the customer!

Part III – The Outcome

Two IVR Case Studies:

The development of restructuring the touchtone-based IVR solution
of FedEx Europe and its migration unto a new platform

• Pro‘s & cons
• Different European countries bring different cultures and functionalities
  to deal with. At the same time FedEx strives for a consistent and
  a „one-for-all“ approach.

• Its open-ended prompting requiring special attention on both VUI -and
  Grammar Design results in one of today‘s most interesting voice-portals.
  

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