Enterprise Integration Group Launches Voice User Interface Quality Monitoring Service

SAN RAMON, CA - Enterprise Integration Group Inc. (EIG) announced its launch of a new subscription service for Speech and IVR (Interactive Voice Response) systems called Voice User Interface (VUI) Quality Monitoring. EIG is an independent consulting firm specializing in improvement of speech and IVR self-service solutions. VUI Quality Monitoring is designed to provide timely data on the quality and efficiency of automated customer service systems. Customer service managers are provided with objective advice on customer service and automation efficiencies. VUI Quality Monitoring Service has both monthly and quarterly components, and is billed as an annual subscription. Costs vary, but begin at (U.S.) $12,000 per year. "Customers who implement EIG's speech and IVR best practices recommendations enjoy significant uplift in efficiency and customer service satisfaction, some with operational savings in the millions of dollars," says Edwin Margulies, president of EIGamericas. "This new VUI Quality Monitoring service means constant diligence, so automated customer service systems can operate at peak efficiency." Customer service managers are encouraged to consider use of this service to avoid "design drift." This is the slow erosion of best practices over time. Without attention to established best practices and human factors design elements, small, albeit well-meaning changes can seriously erode the overall efficiency of any Speech or IVR system. Design drift is often compared to leaky faucet that gets increasingly worse over time. VUI Quality Monitoring Service claims to eliminate design drift so established best practices are protected.