Getting a voice processing system to do exactly what you want can be frustrating. That’s why call center managers with computer expertise sometimes create their own systems using a PC, voice processing boards and application development software (also called an application development generator, or app gen.
These software packages make putting together a system easier by protecting you from the lower level computer languages (read: “harder to use”) through graphical user interfaces and object-oriented programming.
Sometimes a voice processing system will come bundled with an application development software component, to help you tweak the system to fit your exact needs.
When should you look into using application development software? If you are frequently going to modify your voice processing application — say for each campaign — then you could easily benefit from software that will let you do this yourself instead of waiting for your vendor.
But beware: this is not for the faint of heart. Even the most user-friendly app gen can be a beast. Quite frankly, creating the workflow logic of a voice processing application is very different from knowing how to schedule agents, or manipulate service levels. It’s not always going to work out the way you planned it, and it’s always going to take longer than you think.
Most voice processing systems come with preconstructed apps in their toolkits. If it’s at all possible, try to use those. App gens are wonderful tools, but the closer you get to off-the-shelf, the better off you’ll be.
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