Design and evaluation of dialogues for interactive voice response services

British Telecom technology journal

Volumn 17, Issue 1, 1999, Pages 142-148

  Stentiford, Fred W M ^a   Popay, Pam A ^a  

^a NONE

Author keywords

[No Author keywords available]

Indexed keywords

INTERACTIVE COMPUTER SYSTEMS; RISK MANAGEMENT; SYSTEMS ANALYSIS; TELECOMMUNICATION SERVICES; VALUE ENGINEERING;

INTERACTIVE VOICE RESPONSE SERVICES;

HUMAN COMPUTER INTERACTION;

EID: 0032676606     PISSN: 02650193     EISSN: None     Source Type: Journal    
DOI: None     Document Type: Article

References (7)

1. Cooper M: 'Human factors in telecommunications engineering', British Telecommunications Eng J, 13, Part 2, pp 98-102 (July 1994).
2. Rubin J: 'Handbook of usability testing', p 93, John Wiley & Sons, Inc (1994).
3. Beacham K and Barrington S: 'CallMinder - the development of BT's new telephone answering service', BT Technol J, 14, No 2, pp 52-59 (April 1996).
4. Page J H and Breen A P: 'The Laureate text-to-speech system - architecture and applications', BT Technol J, 14, No 1, pp 57-67 (January 1996).
5. Schmidt M: 'Dialogues 2000: Towards the introduction of best practices in the design of IVR services', Voice '95 (1995).
6. Dialogue Engineering at CCIR, Edinburgh University - http:// www.ccir.ed.ac.uk/
7. Dutton R T, Foster J C and Jack M A: 'Please mind the doors - do interface metaphors improve the usability of voice response services', BT Technol J, 17, No 1, pp 172-177 (January 1999).