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  Underutilised Tool To Enhance Efficiency ! Airlines - Interactive Voice Response (IVR) Marketing System  Kaytek IT Software Experiences |
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Underutilised Tool To Enhance Efficiency ! Airlines - Interactive Voice Response (IVR) Marketing System Kaytek IT Software Experiences |
 Project Details Overview
 Background
Project Features And Challenges
Looking Ahead
Lessons n Learnings OverviewKaytek has successfully designed and developed an IVR (Interactive Voice Response ) System for a Multi-National Airline. It allows their Customers - Travel Agents and Corporate Executives to take part in Marketing Promotion Schemes. They can call up the respective office in 10 different Asia Pacific countries,select the appropriate language (out of 7 languages), enter their identification number, scheme number and store their ticket numbers in the system. |
Background For this project, starting from a one paragraph email requirement, Kaytek had the complete responsibility of delivering a complete turnkey solution to a foreign customer located outside India. Except for a couple of face to face meetings (one pre-project and one during project software demonstration meeting), all other project communications, interactions and deliverable exchanges have been via email,phone and fax. Kaytek also was responsible for choosing the third party hardware and software technology components for this project. Both of these were successfully evaluated from different US Companies, again using the Internet. The software's IVR functionality was tested directly by the customer personnel telephonically from their offices in 6 different countries. Project Features & Challenges The multiple-language (English, French, Japanese, Korean, Mandarin, Thai, Cantonese ) system capabilities and cultural differences between the users in 10 different Asia Pacific countries and multiple device interactions (Both telephone and computer ) led to certain User Interface design challenges. These were as follows : System - Telephone Interactions - User Interface Issues Designing simple and easy to understand voice prompts in English. Ensuring that the voice prompts and time gaps were designed keeping
in mind the needs of the busy telephone caller - customer's business
environment in these countries. Helping the customer correctly translate these prompts into the
respective six different languages . Kaytek provided detailed prompt-
translation document templates for each language. Checking these different language voice prompts received from the
customer for correct sound, minimal noise and professional quality. |
System - Computer Interactions - User Interface Issues Standard Color Coding Conventions used consistently for all Screens,
User and Technical Documentation. Graphical Icons selected carefully keeping in mind universality of the
same and easy communication ability across all cultures. Message prompts kept as simple as possible , keeping in mind end-
users limited knowledge of English. System Operations kept as intuitive as possible based on our
understanding of their business needs. So far, both the telephone interfaces and screen interfaces have been found to be very easy to use and understand by the customer as per the personal and email feedback received from them. However, we appreciate that as the user's knowledge of the system increases, they would be in an enhanced position to provide much better qualitative feedback on system usage and interface issues. These are proposed to be incorporated in the next version of the software. Lessons n Learnings The above project's learnings also published as a Case Study titled " How to Manage A Large Scale Outsourcing Project " on a Hong Kong Based Website for Asian Entrepreneurs is here. Email us for more details. |
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