Telephony and IVR Design Experience

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

“Tim Noonan is the pre-eminent Australian (if not world) authority on the applications of IVR to a range of processes and voice-based information services, and probably has the greatest expertise on telephone and internet voting throughout Australia.” - Graeme Innes, Disability Discrimination Commissioner

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.