Systems, methods and computer program products for designing, deploying and managing interactive voice response (ivr) systems

Abstract

An IVR system may be designed by accepting designer inputs to generate, on a display screen, a flowchart of interconnected flowchart processing blocks and flowchart decision blocks that represent a process flow of processing steps and branches, respectively, in the IVR system. By allowing the designer to generate a flowchart of interconnected flowchart processing blocks and flowchart decision blocks on a single display screen, a potentially simplified graphical user interface may be provided for designing an IVR system. The flowchart of interconnected flowchart processing blocks and flowchart decision blocks may be executed, based on at least one designer input on a keypad image, to simulate or test the IVR system. A self-documenting audit trail may be provided during the design of the IVR system. These audit trails may be associated with a version of the IVR system, so that multiple versions of the system may be managed. When deploying the IVR system, caller inputs may be sequentially stored in an order in which they were provided by the caller, to provide call logging. Regulatory compliance thereby may be facilitated.