Telecom Paper --

An approach to de-risk your large scale IVR Application migration initiatives

Abstract

Contemporary IVR‟s are leveraging enormous advancements in contact center technologies and built on modern self service paradigms. These are truly representative of the brand of a company by seamlessly offering complex self-service features to their customer. In order to stay „ahead of the curve‟, companies need to continuously innovate new ways to meet dynamic business demands, improve operational efficiencies & enhance customer experience. In their constant pursuit to achieve these objectives, companies often face tough choices to migrate their existing IVR applications to a new platform.

Investments involved in such large scale platform migrations are huge (~ multi-million dollars) & bear a significant high amount of risk. In order to mitigate the risks, organizations should consider undertaking proof of concept (PoC) approach to uncover unknowns, identify migration strategies and estimate level efforts; before attempting a full blown migration exercises. This White paper outlines end to end process of conducting Proof of Concept to enable organizations make “GO” or ”NO GO” decision for critical IVR platform migrations for open source applications.

>> Click here to download this paper.

Study done by :

Rajeev Sharma & Aman Kakkar,
IVR Practice,
Communication, Media & Entertainment Division,
Infosys Technologies Limited

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