VXML Do’s and Don’ts
The biggest mistake large organizations continue to make when designing their IVR applications is relying on Business IVR Flow Charts as the foundation of writing their application code.
Voice User Interface design is, and will continue to be, a vital component to defining the user interface to the customer. It can essentially make or break the much needed containment and self service rates that every contact centre strives to achieve. By doing so, they will reduce costs per call and be better equipped to handle complex self-service functions while increasing customer retention and loyalty.
There are many design formats used in today’s industry such as Microsoft Visio, Spreadsheet applications and Dialog Design Documents. Not only does every organization have their own preferred design tools, but each individual in that organization also has their own preferences. If there’s any form of standardization required, at a minimum, should be achieved at the department level. Design processes should be clearly defined so that documents can be well maintained and managed. In the absence of these processes, far often is the case when an IVR application design goes missing and the applications left undocumented.
While these very important business documents serve a great purpose, they should not be relied upon as the foundation of the application code to be written. VUI design and Business Call Flows defines your user interface, but it does NOT define your application code interfaces.