{"id":1272,"date":"2016-03-23T16:11:22","date_gmt":"2016-03-23T16:11:22","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?p=1272"},"modified":"2020-11-19T10:14:37","modified_gmt":"2020-11-19T18:14:37","slug":"ivr-analytics","status":"publish","type":"post","link":"https:\/\/ptpinc.com\/staging\/cx-strategy\/ivr-analytics\/","title":{"rendered":"The Cost of Not Having IVR Analytics"},"content":{"rendered":"

Many companies seek out an IVR solution<\/a> provider to buy and build an IVR for them.  This is typically quite expensive. The expenses are due to the software and deployment costs as well as the complexity of designing and developing a quality experience<\/a> for the end consumer.<\/p>\n

The solution provider in most cases will also pitch “reporting” or IVR Analytics.  The costs for this additional functionality can easily add $50k or more to the cost of the overall solution.  All companies are cost conscious, so this is usually one of the first things to be eliminated. Ironically it is one of the first things that the customer wishes they had after deployment.  Why?  They immediately need to see how the IVR is being used and ultimately whether the IVR is providing the ROI that their solution provider promised or that they pitched to their management team.<\/p>\n

\"iStock_000054244356_Medium\"Analytics<\/a> is crucial to answering questions about the IVR’s performance. For example, it enables an organization to see how many people are calling, how many are hanging up and how many are successfully completing self-service tasks.   It can answer questions about which DNIS\u2019 are most heavily used and which menus need to be tuned in order to improve the caller\u2019s experience.  Without them you are flying blind.  There is no practical way to measure success at almost any level.<\/p>\n

When budget is a challenge or analytics isn\u2019t prioritized, some companies will try to build their own systems.  This seems fairly trivial at the onset.  They will say, “Let’s just parse some log files.” This is a path that is long and arduous and may cost your company a significant amount of money. I will give you an example of what your journey to build a home grown analytics solution might look like based on personal experience.<\/p>\n

Take One<\/h3>\n

You know that your log files have most of the information that you need to build the required reports.  Here is a partial list of the things that one needs to consider to get started.<\/p>\n