Usability Testing
Usability testing is a piece of the process used when tuning your application. Intervoice's Center for User Experience (CUE) is a state-of-the-art facility designed to allow you to test and measure your voice automation solution before going live. Staffed by Intervoice Professional Services experts, the CUE uses specialized tests and evaluations to provide valuable, reliable previews of how customers will respond to your automated voice solution.
The CUE's Usability Assessment gathers detailed diagnostic information to identify how speech-enabled applications can be refined to better satisfy your customers and meet corporate objectives. Basic usability testing is simple to understand: real people, representative of the caller population, make calls into an application prototype to complete typical tasks. Careful observation of test calls allows Intervoice usability specialists to collect data on how easily callers complete those tasks. This process ensures that your speech-enabled applications deliver a convenient, consistent, excellent customer experience.
Intervoice's CUE incorporates additional pivotal processes to provide you with unbiased data on what works - and what does not work - in your automated voice system:
- Analyzing the experience of demographically appropriate participants, many of whom have limited exposure to speech-enabled applications
- Collecting clear, concise and quantifiable data on caller experiences using a prototype of your proposed application
- Addressing problems before the public release of an application, reducing the time and cost of any refinements
- Customizing speech-enabled applications to better meet customer and enterprise needs and expectations
- Maximizing caller satisfaction and automation rates