Interactive Voice Response

Process

We help you develop processes to ensure your contact center runs smoothly.

• Design and optimize IVR journeys by defining the optimal call path from the opening prompt to escalation rules, while also redesigning flows to improve containment by reducing transfers to agents and customer drop-offs
• Establish a continuous improvement framework including training and enhancement of virtual agents
• Develop a robust KPI scorecard to measure IVR performance (e.g., containment rates, transfer rates, FCR etc.)
• Drive efficiency by establishing centers of excellence (CoEs) for IVR design and governance
• Establish a scalable project management framework to drive initiatives

Technology

We partner with leading technology providers to design, test, and implement IVR and other emerging technology solutions that enhance customer self-service and integrate seamlessly into broader CX ecosystems

• Ensure Omnichannel integration by extending IVR beyond voice with SMS, web links, and digital channels for seamless customer access to information
• Conduct a comprehensive technology assessment with a focus on IVR — evaluating call flows, routing logic, and integrations with telephony, workforce management, chatbots, and CRM platforms
• Implement technologies to streamline operations and encourage customer self-service including:
  – Interactive voice response (IVR) to intelligent virtual assistants (IVA) powered by conversational AI
  – Intelligent call routing
  – Predictive AI, Generative AI, and speech analytics
  – Agent-Assist (real-time AI-powered employee guidance)
• Share best practices for using and maintaining IVR for long-term scalability

Performance and Governance

We help you establish a framework to measure, manage, and continuously improve IVR effectiveness while ensuring alignment with broader contact center goals.

• Track success, identify gaps, and drive continuous improvement by defining and monitoring the right key performance indicators (KPIs) including those specific to IVR/IVA efficiency (e.g., containment, routing accuracy, call deflection, CSAT impact)
• Obtain actionable insights to enhance IVR containment through a customized benchmarking study against industry peers and global best practices
• Establish a governance process for journey design updates, ensuring consistent customer experience across channels
• Enhance accountability and boost efficiency by implementing strong performance management/ reporting systems

Change management: We leverage our change management framework to develop a comprehensive and structured plan to help manage your people through transformation, ensuring adoption of new technologies like IVR and AI while minimizing disruption.

We collaborate with leaders to ensure that employees the desire to change and the supporting mechanism they need to implement and maintain the change.

We tailor each engagement to your unique needs, using a proven, phased methodology that quickly surfaces challenges, uncovers root causes, and translates them into actionable solutions. While every project is customized, most follow a structured set of phases from diagnosis through execution:

1. 1. Current State Assessment
   We collaborate with your team to evaluate the current state, identifying key challenges and opportunities for improvement. This includes analyzing your business model, documenting pain points, and aligning on priorities through interviews and workshops.

1. 2. Solution Design
   We design the future state by refining processes, organizational structures, and technology frameworks. This phase also includes designing IVR journeys, establishing performance scorecards and governance guidelines.

1. 3. Roadmap
   We create a clear roadmap with defined milestones, workstreams, and potential risks, ensuring smooth progress through tracking systems and regular project cadences.

1. 4. Implementation
   We provide end-to-end implementation support, including project management, change management, and training, ensuring a seamless transition from strategy to execution.

• Burnie Group brings extensive experience in designing and implementing IVR systems through projects across banking, insurance, and telecommunications industries leveraging technologies like automation, machine learning, and AI (e.g., Agent-Assist, sentiment analysis, QA, etc.)

• We bring senior leaders directly into every engagement, ensuring clients benefit from both deep expertise and practical experience

• We focus on doing what’s right, not what’s easy—helping leaders make bold, sometimes difficult, choices that create sustainable value

• Our global IVR benchmark provides unique insights into best practices from around the globe and enables us to assess your IVR strategy against leading organizations

• We have deep expertise with leading contact center technology platforms, including Genesys, NICE, IEX, Avaya, Verint, AWS, Interactions, Cogito, and Intradiem

• We possess deep IVR and Routing expertise covering all aspects, including functional capabilities, optimization, design, testing, and implementation. We collaborate with leading technology partners to ensure seamless execution