defining a telephony - self service strategy
TRANSCRIPT
Defining a Telephony Self-service StrategyTony LorentzenAugust 9, 2006
Who is Viecore?• Two Decades of Developing Contact Center
Application Solutions– Breadth of Technologies
• IVR, Speech, Routing, Desktop, Reporting, and Web– Proven Delivery System
• Project Framework• Over 500 Customers and 350+ Employees
• Full Lifecycle of Services– Major Enterprise Customer Deployments and References– Many Customers with 10+ Years of Viecore Consulting,
Design, Development and Support Services
Utility Healthcare Insurance Financial Services Retail
DTMF IVRs
Basic Applications
• Simple Informational and Transactional Applications
SpeechEnabled IVRs
Improved Self-Service Capabilities
• More Complex Transactional Applications
• Linguistics and Cognitive Science Improved Usability
Customer Interaction Solutions
Integrating Routing and Desktop Solutions with Speech-Enabled IVRs
• Focuses on the Caller Experience
• Agent Efficiency and Effectiveness
19801995
2005
Telephony Self-Service Market Evolution
Speech
Routing CRM
Desktop
Reporting
Its not about choosing the Right Technology…Its about tightly Integrating TechnologiesTo meet Customer Needs
IVR
Justifying Self-Service…A New Paradigm
Speech Enabled IVRs Integrated Solutions
Speech-Enabled IVR Minimized Number of Agents Gatew ay to Call Center
ROI IVR Conta inment Agent Efficiency
Customer Satisfaction Improved IVR Usability Personalized Experience
Cost Reduction Ca ll Deflection First Call Resolution
Cost Savings
Justifying Self-Service…A New Paradigm
Speech Enabled IVRs Integrated Solutions
Speech-Enabled IVR Minimized Number of Agents Gatew ay to Call Center
ROI IVR Conta inment Agent Efficiency
Customer Satisfaction Improved IVR Usability Personalized Experience
Cost Reduction Ca ll Deflection First Call Resolution
Revenue PotentialCost Savings
ConsumerBusiness Technical
Considerations in Determining your Telephony Self-Service Strategy
• Business Intelligence - Understand Your Customer– How have they viewed your IVR? Your CSRs?– Why do they call?– What is their relationship?
• Caller Segmentation– Do you want to treat your callers differently?
• Focus on Improving the Caller Experience and Agent Efficiency– First Call Resolution, AWT, Queue Time, etc…– IVR Containment will be a by Product
Telephony Self-Service StrategiesBusiness Considerations
• Compel Callers to use IVR• Don’t frustrate your callers• Identification and Authentication is a Critical
Success Factor– Enables Personalization
• Define Success and Know How to Measure It
Telephony Self-Service StrategiesConsumer Considerations
• Self-Service Depends on Other Systems– Availability of Data/Information – Distributed Architecture– Response Time is Critical
• Proprietary vs. Open Standards • The “Cooler” the VUI the More Complex the
Implementation
Telephony Self-Service StrategiesTechnical Considerations
• 85% stated that they would stop doing business with a company based on a poor call center experience.
Findings of a Global Survey
• 76% of consumers will use a company’s product or service again based on a positive call center experience.
STOP
Customer
Frustration
START
Customer
Satisfaction
Source: Genesys Labs
• Reduces Costs By:– Increasing First Call Resolution
– Reducing Agent Handle Time by Presenting Agents with Context Driven Information
• Improves Agent Utilization & Customer Satisfaction By:– Matching of the Most Appropriate Channel (Self-Service and/or
Agent) Based on Customers Needs and Relationship
– Providing Agents with Critical Customer Information to Better Service their Needs
Value Proposition
• Take a Holistic Approach • Strive for a Dynamic and Personalized Experience• Build a Plan and Identify Roles and Responsibilities
– You Can’t Do It Alone!– Cross Functional Impact – Partners
Key Take Aways…
• Marketing the New Services/Applications• Is Your Infrastructure Ready?
– People, Process, & Technology
Key Take Aways…
Defining a Telephony Self-Service Strategy
Tony LorentzenAugust 9, 2006