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Maximizing IVR Value

Executive Summary............................................................................................................................ 3

  • 1.

    Set clear goals for your IVR investment ......................................................................... 4 The unmet potential of IVR ........................................................................................... 4 Successful IVR strategies ................................................................................................. 4

  • 2.

    Measure performance with task completion rate...................................................... 4 Task completion rate: The one metric that matters ............................................. 4 Every point counts............................................................................................................. 5 How to increase task completion rates: A formula for performance............. 6

  • 3.

    Choose IVR investments based on performance........................................................ 6 Performance-based IVR selection criteria ................................................................ 6 Pick platforms optimized for performance.............................................................. 7

Conclusion............................................................................................................................................. 7 Related Resources .............................................................................................................................. 8 About Tellme........................................................................................................................................ 8

The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication.

This White Paper is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT.

Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation.

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PAGE 2 | APRIL 2009

© 2009 Microsoft Corporation. All rights reserved.

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