Outbound
Tuning
Benefits
Tuning is a critical phase in any IVR, web-based or high-transaction environment. In many of these applications, the User Interface serves as the customer’s primary channel into your organization. Therefore, in order to maximize customer satisfaction and the outside image of your organization, you must ensure you are getting the most out of your applications. In addition to increased customer satisfaction, PTP’s Tuning service helps maximize your ROI by increasing automation rates and driving down operational costs.
Description
PTP provides a full suite of Tuning services including:
- Analysis – Through 3rd party reporting tools like OSI and MSS Log Analysis, PTP will analyze the performance of your applications.
- Tuning Report – The output from the analysis activities is a detailed report documenting the findings and recommendations for improving automation rates and customer satisfaction. Typical recommendations in an IVR application include: prompting changes, grammar coverage, threshold changes, language models and call flow changes.
- Implementation Assistance – Our full suite of User Interface Design and Application Development services can be used to help implement the recommendations found in the tuning report.
Expertise
PTP takes a pragmatic approach to Tuning, using your key business objectives as the drivers for our analysis and recommendations. Our proven methodology and team of user interface, speech science and application development experts consistently exceed expectations by increasing customer satisfaction and automation rates for our clients.