Behavioral Science Associates (BSA)

IVR Services
Behavioral Science Associates has significant experience in IVR construction. Our professional teams have been engaged in all aspects of analysis, planning, designing, and provisioning of IVR solutions for both DTMF and natural language speech recognition applications. The research, design, and development skills we bring to an IVR project are listed below.

Technical analysis of client systems that interface with the IVR solution
Business analysis of the processes to be provisioned by the IVR
Detailed customer experience call flow diagrams
Development of application and reporting code from IVR scripts to system interfaces
Development of databases necessary to support the IVR
Technical administration of supporting systems and databases
Development of supporting configuration management and system test installations
Creation of business, system, and user technical documentation
Production Support of IVR systems
Production of dialog scripts, selection and management of voice talents in a variety of languages
Digitize and format voice files
On-going support and maintenance including 24 by 7 technical and business support

Consolidated IVR and Web Designs
Behavioral Science Associates strives for consistency, reusability and reliability in all systems that support your customers. We make every effort to design and build platform-neutral interfaces. Our applications include logging, reporting, auditing, and analysis sub-systems development and we apply them to both IVR and web-based systems. In this way, we can offer a unique level of component reusability between IVR and web-based systems. By being uniquely experienced in both IVR and Web deployment, we can insure that the customer has the same experience, follows the same processes, and uses the same vocabulary whether they are interacting with your website or IVR. This synergy between Web and IVR customer experiences will reduce the need for customer learning, reduce the time customers will spend in the application, produce a positive customer experience, and reduce operating expense. We offer logging and reporting that provides a consistent view of your customer's activity, regardless of whether it is through an IVR or a web-based service.