IVR design principles

Effective IVR design consists of two major principles:

• To focus on your business drivers and organization's goals

• To create a streamlined architecture that can accommodate these objectives and scale for future growth and iterations

This section expands on these principles across three key action areas, which help break down your IVR planning and map initiatives to a logical sequence:

• Identify your organization's goals

• Map the customer contact journey

• Create the foundational architecture