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
