The Plum team sometimes requests that customers assemble a ‘typical use case’ outline so that we can properly evaluate enterprise requirements. This document should focus on the experience that a caller will have when interacting with the automated telephony system. The outline should include a description of any data collected from or provided to the caller.
Here are some questions to contemplate as you assemble your IVR requirements:
1. What will be the user prompts?
2. What menu options will be provided? Think through all necessary options, not just the primary options.
3. What data will need to be collected from the caller? What will be the preferred input format?
4. If information is to be provided to the caller, where is it stored? Is there a preferred access method to this data (XML via HTTP, OBDC, etc.)?
5. How should the system handle mistakes that the user makes?
6. What are the language requirements (e.g., English, Spanish, French)?
7. Will speech recognition be necessary or helpful, or would touch-tone input offer the most efficient and reliable solution?
8. What PBX or telecom integration will be required? Is transfer to a live representative necessary?
9. What administrative interfaces will you need? Will you need to upload audio files for new prompts or greetings?
10. What logging and reporting interfaces are required?
For more information about how to create a use case, or to request samples use cases, please contact Plum at http://www.plumvoice.com/free-consultation
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