VXML IVR Migration process

VXML IVR is the de-facto standard for flexible, cost-effective IVR solutions; migration initiatives with the purpose of moving away from legacy systems to VXML IVR solutions generally have a number of key phases:

  • Ensuring stability of the current platform and application set, and readiness for migration. This includes establishing that the current applications and interfaces are fully understood and that code backups and documentation are in place.
  • Design of the new VXML IVR solution, including a comprehensive understanding of the existing infrastructure, identification of components which are mandatory in the new world and those that can be efficiently re-used; defining a future proof application strategy which reduces platform lock-in and simplifies integration; design, development and testing of the new applications.
  • Hardware installation.
  • A transitory period – new business requirements will continue to arise even during the migration. It will often be possible to deploy new, standards-based applications on the existing platform, or have parallel running of the two. This will minimise risks, enable business continuity and smooth-out the expenditure curve.
  • Planning and delivering the roll out phase, including provisions for business continuity, contingency and roll-back as appropriate.