Recognize that IVRs are essentially generic hardware and

“custom software.” This means that someone is going to have

to write the software for your applications. To write the

application, programmers are going to need a clear “road map”

that identifies how it is to work.

The key to a successful IVR application is in the clarity and

completeness of this “roadmap.” No one can develop a better

roadmap than the people within the organization. So the

development of this roadmap must be a collaborative effort

between the various stake holders, i.e. agents, supervisors,

managers, technicians, etc.

The physical process is same as that outlined in our “Auto-

Attendant” tutorial, except that IVRs can be substantially more

complex.

It is a great help to have someone to act as a catalyst in

merging the thought and ideas from the participants, and to

work with them to analyze and criticize the work in progress

until everyone is satisfied that it is complete.