Example Call Flow
At DialogCONNECTION, we conceptualise and design together
with the people in your organisation voice-activated or speech-enabled
services or improvements to your existing CRM processes and services. We do
this always taking into consideration your individual budget and
logistics requirements, your marketing and branding strategy, but also the needs, goals, expectations and profiles of your target
customers. We carry out the corresponding requirements analysis and specification and also do project timeline and resource planning for you. All this can be kicked off in one or more Discovery Workshops.
We design dialogue call flows
using Microsoft VISIO, OpenOffice Draw or
proprietary Voice development GUIs and tools that you may already be using in
your organisation. For instance, we have extensive
experience with the Intervoice InVision GUI (Classic IQtalk and Studio), the Vicorp xMP toolkit, and the Omilia DiaManT speech platform.
We pay particular attention to the persona projected
by the IVR so that your marketing strategy is augmented by it and the message delivered is consistent with your other communication channels.
To this effect, we also carefully select and coach voice talents
who will record all the messages for your organisation. Again this is to make sure the recordings convey the optimal communication style
and tone of voice.
We design and carefully craft IVR prompts
for the effective but also friendly "guidance" of your callers through
the dialogue and out of communication problems. This is where
our dialogue scripting experience comes in.
We can also develop robust speech recognition grammars in your selected language and format (Nuance GSL, JSGF, jrXML). English, German, French and Greek are the languages we currently cater for.
We also carry out Wizard-of-Oz (WoZ) and Usability Tests, evaluations and targeted tuning of
specific modules of the IVR for optimised functionality and
robustness (incl. grammar, lexicon, pronunciation, prompt and ASR parameter tuning).