subject: Using A Voicexml Editor To Create Applications, Or Hiring A Software Development Company To Do It [print this page] If you are the manager of an institution looking to install speech recognition software, or if you already have an IVR system installed but you are looking to upgrade it, then what you want to do is follow several steps, to make sure that everything is handled perfectly and that there are no surprises. First of all you need to find the right company to not only handle the installation process, but also the creation process if you want to have new applications developed and you are not sure who to turn to. It is always better to allow the same company that created the application to install it, as this also saves a lot of time. If you do not want to do that, you can create your own applications using a special VoiceXML editor. Different companies sell different editors, so it is always good to do a little searching to find the best one, preferably one that also has a graphical interface, to make things easier. A VoiceXML server can be used to test the applications to see how they work.
Regardless of what you choose, you need to decide exactly what you need the application to do, and that is the second step. Carefully analyse your requirements and decide on what calls need to be automated, and where the system can do the most good and free up the most people. Properly identifying your needs is mandatory, because finding out later that you made the wrong decision here can be quite costly.
Even if you already have a system installed and you are just looking to upgrade it, you should still take the time to analyse your current situation, because the system you already have is clearly no longer up to the task, and you want to make sure that you are upgrading it to the right system.
This brings us to the third step, and that is the migration step. This is when you get rid of the old IVR system you have installed, which is certainly out of date by now, and quite probably out of support as well. Not being offered any support is a huge issue, so you want that replaced as soon as possible, so that if there is an error or if there is anything not functioning properly, you know who to call.
Even if your system is not yet obsolete, and you still have support, it may still be time to replace it with a more modern and effective version. The accuracy and security provided by the latest applications is something that older applications and systems cannot achieve, so it is best to replace them now that you have the chance.
The next step is to provide a clear and detailed report of what options you want the application to provide. You can either pass this report on to your own developers, or to the company creating the application. Mention if you want it to be simple phone automation, or if you want a complete customer solution that also offers voice self service and other options. Keep the needs of your clients in mind, and try to come up with a solution that encompasses everything, yet is not so complicated to require an extended development time. If you need help with this, some software development companies can help you by analysing your business and identifying the spots in which you need help with, and offer suggestions on how to improve your infrastructure.
Finally, when all of the above steps are complete, move on to the actual development process, either by using the VoiceXML editor, or by giving permission to the software development company to proceed. Stay constantly informed and make sure you know at all times how the development process is going and what issues arise. Test the application using the VoiceXML server to make sure that it is proceeding as requested, and start thinking of new ways to improve the IVR system you just had installed, because you will certainly need to improve it again and again, as the need arises. Clients are constantly changing their requirements and needs, and you need to come up with solutions at all times to make sure they are happy and pleased with the options you are offering them.
