When seeking the perfect interactive voice response (IVR) system, something that should be especially important is visual application mapping. Visual analysis and reporting have become increasingly vital to preserving and strengthening your IVR’s efficiency. By implementing visually intuitive mapping, you will be able to improve the customer experience by improving service delivery and gaining better insight into productions.
A recent Plum Voice blog explains the very foundation of what visual application mapping is. Essentially, the company writes, it “means you don’t have to write lines of code to create or move around prompts in a call – you can just drag and drop them, and see how they connect to all the other prompts while you’re doing it.”
The blog further elaborates on the importance of visual application mapping, explaining how it can take complex relationships in an IVR call flow that may be difficult to understand with words alone and make them “clear as day.”
The company’s QuickFuse application editor, for example, stands as a perfect example of an innovative visual application mapping tool, essentially eliminating the need for users to write a single line of code to build whatever app he or she needs.
Plum then lists three simply steps to creating a working prototype of said app, beginning with a blank canvas and choosing from a list of modules (or what the company examples as “options and prompts like ‘start,’ ‘single prompt,’ ‘multipart prompt,’ ‘digits input,’ and ‘hang up’). You then drag the modules onto your blank canvas to build, and lastly, after dragging and dropping the modules, you wire them together – nodes to receptors, the blog details.
The best part about QuickFuse is that when you’re done or even as you go, you can test-run your app to see how it works. Even better, QuickFuse will call you up and run through your app right along with you. “As it does, it will follow you onscreen, highlighting where you are in the call flow, in real-time. You can see clearly the paths you’ve taken and any errors in your call-flow logic,” Plum concludes.
It’s Plum’s commitment to customer satisfaction and detail to attention that shine through solutions such as those offered by its QuickFuse application editor.
To explore more about Plum Voice’s QuickFuse application editor as well as all of the company’s offerings, visit www.plumvoice.com.
Edited by Jamie Epstein