Summary

IVR Orchestrator provides bulk orchestration of IVR prompt media across multiple IVR’s in your RingCentral® account. The IVR prompt is the media that callers hear when calling an IVR before any key presses are performed.

This single page application (SPA) was initially developed in partnership with Krispy Kreme. The application primarily address their concerns with bulk operations on IVR media across multiple contact points, and coordination of events to change that media.

Use case study:

Google Slides presentation and walkthrough:

https://docs.google.com/presentation/d/1qAUR6Ki9Dzl4D6IfTVj6Pp9gEkb1xHceiOemzkm67Qw/edit?usp=sharing

The Problem

Account admins and managers have difficulty managing the IVR Prompts in their account quickly and in bulk operation. This is a problem when changes need to be made fast, and to specific groups of IVRs, usually based on geographical location.

Team Setup

Dev Team

• Senior Project Sponsor

• Senior Architect 

• UX Design/Project Lead (me)

• Junior Designer 

• Senior Engineer

• DevOps Engineer

• Project Manager (coordination)

• Outsourced dev team in India

Stakeholders

• Enterprise customer

• Sales Engineer

My Role

Facilitated and coordinated research, designed the solution, and lead the development of the project from end-to-end. 

• Collaborated with team members to identify constraints and trade-offs. (peel back the onion)

• Expand use for other customers in retail vertical.

Key Insights

1. Bulk operations

   1. Create interface that exposes IVRs in an account and allow for bulk editing of IVR prompt media.

      1. As a user, I want to edit the prompt media for many IVRs in my account quickly.

2. Custom values

   1. Further identification of custom values to filter by internal business criteria.

      1. As a user, I want to filter by business specific logic so it’s easier to group IVRs for bulk editing.

3. Granularity

   1. Expose the default media and prompt media and allow each to be changed.

      1. As a user, I want to edit the default media and prompt media in bulk so I have more control of IVR media.

The Pivot

Drawing from my previous video editing experience, I proposed a solution: a combined media file.

• Pre-compose multiple files into one. 

• Deliver this file to platform for IVR prompts.

• Allows for bulk management of the pre-composed scheduled media files.

This solved the customer’s pain point of granular control of prompt media across many IVRs.

Delivered Solution

Success metrics hit

• MVP in 4 months (3m 3w)

• Under budget

Further enhancements

• Expanded for white label use

• Documentation 

• Inclusion in RC App Gallery

Links

• See IVR Orchestrator in the RingCentral App Gallery

• Play around in the prototype!

• Google Slides presentation and walkthrough