Telephony and IVR Design Experience

Vocal Branding Australia has extensive experience with designing, developing, and refining automated telephone services (commonly termed IVRs).

For Vision Australia, Tim Noonan (Vocal Branding Australia’s Principal) developed three advanced information-rich automated telephone services from inception and design through to support, marketing and deployment across multiple sites. Built using principles of user-centred design, these services reflect best practice in using the telephone to access full-text information through voice output.

Tim has been engaged by several banks and other organisations to develop and improve their IVR services, and to ensure that they are standards-compliant, through re-scripting, voice coaching, and fine-tuning the processes for user interaction. St.George Bank, Metway Bank, and the NSW Department of Health are examples of past and present telephony-based Vocal Branding clients.

Tim is a member on the Standards Australia IT/22 Committee for user interface requirements for IVRs. This Committee has published two standards, dealing with the usability of DTMF-based IVRS and Speech Recognition Input, respectively.