1. FACTSHEET
OPTUS IVR MAPPING AND TESTING
KNOW
YOUR IVR
Dynamically map your Contact Centre call script flows, providing valuable insights on how your client’s calls
are currently managed.
SERVICE HIGHIGHTS
•• Maps existing call flows, scripts and IVRs
•• Helps you understand potential design issues with existing
scripts
•• Enables you to enhance customer experience by managing
your client engagements correctly
•• Optional load testing highlights issues in-queue before your
clients do
•• Technology agnostic and non-intrusive
MAPPING YOUR IVRThe aim of this Optus IVR (Interactive Voice Response) service is
to help highlight potential design issues with existing scripts which
may affect the customer experience of the service you provide.
Optionally, Optus can also load test your existing IVR platform.
Testing will verify existing implementations and validate the
performance against specified criteria. Essentially Optus will review
the capacity of the Contact Centre and the logic of the flows and
provide valuable insights on where improvements can be made.
The Optus solution is not limited to a single vendor; our solution can
validate and test regardless of the deployed technology stack. Our
service is fully delivered by Optus who have many years delivering
consultancy led Contact Centre services.
The foundational mapping service provides a range of valuable
insights into the existing state of current IVRs servicing your
clients. We will run the service over a pre-determined period of time
and return a range of outputs including current IVR maps, result
summaries, conclusions and recommendations from our experts.
The outputs will be documented within a full custom report, with
actionable insights. The report and its findings will be presented
on-site by Optus consultants so the findings can be clearly
communicated and understood. This report will be yours to keep.
•• Easy to read, graphical reports of existing IVR platforms
•• Extensive report including executive summary
•• On-site consultant led presentation of findings
•• Baseline existing call flows, scripts and IVRs validating known
design principle
Deliverables of mapping service

2. OPTUS IVR MAPPING AND TESTING
OPTIONAL LOAD TEST SERVICE
The optional Optus load test service component enables performance
testing of your IVR platforms. It will help verify IVR implementations
and associated performance against known criteria.
This service is delivered by Optus via our consultants within our
Contact Centre of Excellence. We will run the service over a pre-
determined period of time returning a range of actionable insights
including campaign reviews, result summaries, conclusions and
recommendations from our experts.
You will be requested to provide Optus with a range of direct-Inward-
dial numbers which will be used for testing. The outcomes of these
tests will be fully captured and built into custom reports for your
review.
The outputs will be documented within a full custom report, with
valuable insights. The report and its findings will be presented on-site
by Optus consultants so the findings can be clearly communicated and
understood. This report will be yours to keep.
OUR APPROACH
We take end-to-end ownership which includes configuration,
management and reporting of outcomes captured as part of our
service to you. Following our review the intellectual capital is yours to
use as required.
In summary our consultant led service can provide invaluable insights
helping you improve customer experience and gain competitive
advantage by knowing you are delivering the best service to your
clients. For more information or for a no obligation call to discuss
further then please reach out to the team at Optus.
© 2016 SingTel Optus Pty Limited GMO_0315_0516_KIT
•• Load test existing IVRs confirming capacity and ability to
support call volumes
•• Extensive report including executive summary
•• On-site consultant led presentation of findings
Deliverables of load test service
GIVE US
A CALLTo discuss how Optus can help you through
innovative communications solutions;
contact your Optus Account Manager or call
the Optus Business hotline on 1800 555 937
Join the conversation
Web optus.com.au/business
Twitter @optusbusiness
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