interactIVResponse
Trends in IVR Development
By Steve Brown, VP of Sales, Pronexus
The uptake by the market of Pronexus’ no-charge IVR software development kit has given us greater visibility into how organizations are viewing their IVR solutions.
Increasingly we are seeing the evaluation of the IVR development platform as a formal project, with dedicated resources allocated to installing, prototyping and reporting their findings to a Project Manager.
Part of the evaluation process is understanding how the IVR solution integrates within existing systems (e.g. API capabilities). Having been in this business for more than 15 years, Pronexus has legacy customers in banking and healthcare. We are now seeing more extensions into customer relationship management (CRM) and enterprise resource planning (ERP) systems, hence the integration points become critical to the project.
It is reasonable to assume that because the IVR is viewed as a means to improve customer experiences and reduce costs, it becomes part of the strategic plan for both marketing and IT. Undoubtedly, better managed projects lead to better solutions. The evolution of IVR development through disciplined projects will improve quality and deliver a greater ROI.
Trends in IVR Development
In the past, IVR system development has been, for the most part, left up to the programmer who would design and create and may even be responsible for ultimately deploying a completed IVR solution. Today, Project Managers play a key part in bringing together the tools and resources needed for an effective IVR solution. More and more, the importance of having a well planned map of how to reach a successful end is being realized. The IVR truly is becoming a formal component of today’s organizations, worthy of implementing a formal plan.