IVR Solutionsat the Enterprise Level

by Bill Hughes, Sr. IVR Designer

AGENDAI. Welcome and Introductions

II. IVR & Cloud Overview – Why CallFire?

III. Four Real-World Examples1. DNC/RNC – Massive Scalability2. An Investment Company – Interaction, Trust, Security,

Personalization3. IPSOS Loyalty – Instant Adaptability4. United Road Service – Real-Time Accountability

IV. The Enterprise IVR: How-to

Hello, I’m BillMy name is Bill Hughes

and I am a Sr. IVR Designer at CallFire.

I wear several hats here at CallFire – I’m available to answer questions on all of

CallFire’s Enterprise Solutions, and will be part of the Professional Services

Team helping to design the perfect IVR solution for your needs.

You can reach me or any other of the members of the CallFire Solutions Team

anytime by contacting sales@callfire.com.

Or call 877.897.FIRE

ABOUT CALLFIRE•36,000+ US Customers

•Enterprise-Level Professional Services Team

•Enterprise-Level Service Commitments & Agreements

•Established History of Growth & Reliability

What Exactly is an IVR?What can it actually do?

• Greet the customer

• Ask questions

• Get back responses and keep track of them

• Play information based on those responses

• Send customer input to your servers, get back new information in response

• Record voice input and save it

• Transfer and route calls intelligently

The Cloud Overview

Cloud Solutions for the EnterpriseEconomies

• No Software or Hardware Investments

• No Capital Expenditure for Hardware

• No Maintenance Costs

• No Software Upgrade Costs

• Works with Current Infrastructure

• Offsite Data Archive – Cloud Vendor Maintains Backups

• Instantly Scalable with No Capital Investment

Cloud Solutions for the Enterprise• According to CIO.com, cloud-based SaaS companies

offer scale and automation, agility and self-service, at an unbeatable price point (CIO.com December 2010).

• Unisys study (Cloud Computing, January 2011) states “cloud computing has shot up to the top of the agenda in most corporates, as the number one investment priority in the IT stakes for the year ahead.”

• David Zeiler (MoneyMorning April 2011) states that cloud computing has completely revived corporate IT spending, and that research firm Gartner, Inc. “projects that the market for cloud related-services will double from $58.6 billion in 2009 to $148 billion in 2014.”

IVR Solutions for the Enterprise

• Interactive, automated calls, whether inbound or outbound, are becoming more and more common. Global Industry Analysts predicts IVR market growth to $2.7 Billion by 2011.

• Faster interaction – you are not limited by the number of live agents available. Hosted IVR solutions are scalable to thousands of calls at once.

• Flexible – create IVRs for surveys, opinion polls, information-routing, call-routing, advanced call-forwarding, customer management. Free your live agents for the important tasks while the IVR handles the repetitive tasks.

CallFire-Specific Advantages

CallFire vs. In-House Solution

Scale (Large) vs. Small (24-Channel)

Inexpensive vs. Very Costly, High Capital Costs

Reliable vs. In-house Team Required

Fastvs. Slow

Four Real-World Examples

DNC/RNC – Massive Scalability

Political Campaigns“We need Homer Simpson for President!”

Political Campaigns“Let’s spread the Word! Ramp up! Millions of Calls!”

An Investment CompanyInteraction, Trust, Security, Personalization

Mutual Funds VotingMany Different Funds, Many Different Shareholders

Major Investment Firm

Mutual Funds VotingCallFire IVR Asks Shareholder for Reference Number

Mutual Funds VotingCallFire IVR sends Reference Number to Customer Server

and Gets Back Detailed Voting Information

Mutual Funds VotingCallFire IVR Assembles Dialplan for That Shareholder

IPSOS LoyaltyInstant Adaptability

Major National Retailer IPSOS Loyalty

Customer Satisfaction Survey

Customer visits various departments in store…

Receives receipt with survey phone number…

Major National Retailer - IPSOS

Customer Satisfaction Survey

CallFire randomizes order of questions and

answers

Interaction with CallFire creates content

of survey.

United Road ServiceInstant Accountability

United Road ServiceAuto Delivery Services – The Problem:

Driver Arrives at Dealership

Driver Delivers Cars

Driver Forgets to Lower Ramp

United Road ServiceAuto Delivery Services – The Solution:

Driver Arrives at Dealership

Driver Delivers Cars

Driver, United, Insurance Company All Covered

Driver Calls United IVR – Affirms Ramp Lowered

CALLFIREEnterprise IVR

1. Highly scalable to thousands of simultaneous calls, millions per day

2. End-user personalization backed by enterprise security

3. Highly adaptable to customer responses

4. Automatic real-time reporting, instant accountability

Enterprise IVR: HOW-TO

•Step 1: Meet with our Professional Services Team to discuss customer requirements, enterprise needs.

•Together, we will build your IVR.

CALLFIRE ENTERPRISEWEBINAR

•Thank you for attending this webinar – We would be happy to schedule an individual webinar for your developers on using the IVR Designer.

•Email sales@callfire.com

•Or call 877.897.FIRE

QUESTIONS?Additional video resources:Setting up an IVR DialPlan:

http://www.callfire.com//media/tutorial/ivr/Recorded IVR Instructional Tutorial:

http://www.callfire.com/dialer/cm/info/webinar.html

Thanks for taking part in today’s webinar. You will receive an email from us – we’d like to

extend our appreciation by offering you your choice from two of our favorite books on

business practices and survey design.