What is special about the EIG design methodology?
First of all, EIG does not start a pre-fabricated solution that we “force fit” to a client. We use a comprehensive and disciplined process that maps business goals to design requirements. Second, EIG is not tied to any technology or vendor. That allows us to objectively apply the right technology to solve business needs, whether or not that technology is the one receiving the most industry “hype.” The methodology starts by assessing business needs and priorities without regard to what is currently in place. That is, we want to create a design plan that “future proofs” the IVR. Once the ideal state is determined, we then map the current IVR design to the future state and prioritize phased improvements that minimize disruption to the callers and the enterprise. We then develop the detailed design using a modular, table-driven approach. The goal is to make the most efficient design possible, not only for the users, but also for ongoing system administration. We use a number of custom tool
