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Caller Experience and IVR Reviews

These services examine how callers navigate selected IVR pathways and reach intended services or information. IWS documents observed routing, messages, transfers, access points, and caller-experience concerns, then provides practical findings and prioritized recommendations. The work focuses on the caller’s interaction with the system—not individual employee performance—and does not represent a comprehensive technical audit, certification, cybersecurity assessment, or regulatory-compliance determination.

Caller Experience and Limited IVR Review — Tier 1

An independent review of selected IVR pathways and the caller experience they create.

Often a fit when

Leaders seeking an independent review of selected caller pathways
Organizations whose phone menus or routing may no longer reflect current services

Typical timeline: Within 15 business days of the scheduled project start date.

Introductory price: $1,395 (taxes additional)

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Caller Experience and IVR Reviews

Expanded Caller Experience and IVR Review — Tier 2

An expanded, authorized review of up to four caller reasons and the IVR pathways used to address them.

Often a fit when

Leaders need a broader review of several caller reasons and routes
Documented call flows may differ from what callers experience

Typical timeline: Within 6 weeks of the scheduled project start date.

Introductory price: $2,595 (taxes additional)

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