APPA Business & Financial Conference Interactive Voice Response Systems:
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Transcript of APPA Business & Financial Conference Interactive Voice Response Systems:
APPA Business & Financial Conference
Interactive Voice Response Systems: Inbound & Outbound Capabilities
Presented by Larry WallaceDirector of Sales, Centurion, Inc.
Austin, TXSeptember 25, 2007
About Centurion
• Facilities in– Clearwater, FL– New Berlin, WI
• Privately Owned• 1,000+ Systems• 50+ Employees• IVR & ACD S/W• Sys. Integration• 7 x 24 NOC
IVR Integration
• Telephony Integration• Caller Treatment• IT Integration• Measuring Results
Telephony Integration• Usually Behind the PBX
– Standard interfaces• T1 or PRI ISDN Ports• Analog ports or SIP VoIP
• DTMF Touch Tone• Speech Recognition
– Whole word– Directed speech– Free form speech
• Recording Services
PBX
IVR
PSTNJPSTN
PRIISDN
T1 orAnalog
SIPVoIP
Caller TreatmentInbound Caller Treatment• Auto Attendant
– Agent assistance– Caller recognition
– Self service • Overflow
– IVR active during high call volume– Callers in queue
• After Hours– Customer self service– Voice messages
Caller TreatmentOutbound Calls• Who to call?• When to call?• How often to call?• What to play?• Option to Pay?
Customer Survey• Satisfaction• New Products / Services• Polling Feedback
IT IntegrationCIS or Custom Billing System• Billing Inquiry & Payment• Payment Extension Permission• Phone Number Update• Outbound Notification Files
Outage Management System• Outage Reporting & Voice Msg.• Caller Verification• Customer Call Back?• Repeat Caller / Known Outage
Messages
PBX
IVR
PSTNJPSTN
SIPVoIP
CIS OMS
LAN
CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&SOMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL
Measuring Results
IVR Reports, Incoming Calls• Total Calls• Abandoned Calls• Answered Calls• # Calls by Time Interval
• #Calls per Menu• # Calls Transferred• Average and Total Time
Statistics
Call Distribution Event Summary
Call Distribution Event Summary
EVENT COUNT % TOTALInquiries: Billing 668 68.30*************************************>
Outage 51 5.21CCPayment 2 0.20Svc Chng 3 0.31
Transfers from Billing 20 2.04Outage 50 5.11
Transfers to Outage 62 6.34Cust Svc 6 0.61Supervisor 1 0.10Mgmt 1 0.10
Rate Inquiries 9 0.92Help 7 0.72Personal Assistance 24 2.45Abandoned Calls 68 6.95
Measuring Results
IVR Reports, Out Going Calls• Total Calls• Calls per Time Interval• Abandoned Calls• Answered Calls
• Busy Calls• Answer Phones• Number Retries• Survey Response Reports
Measuring Results
Predictive Dialer, Out Going Calls• Call List by Agent
• Call Time
• Name & Number of Customer
• Collection Resolved?
IVR on Steroids• Automated Call Distribution• Computer Telephony
Integration• Predictive Dialing for
Collections, other Services• Call Center and Agent
Statistics Reports• Any Telephone System
IVR on SteroidsAutomated Call Distribution• IVR Access While in Queue• Skills Based Call Routing
– Language– Work responsibility
• Multimedia Contact Queuing– Email, Fax, Web Chat, Vx. Msg.
• Unlimited # of Queues– Queue position announcements– Marketing messages and music while in
queue– Voice message left in queue
IVR on SteroidsComputer Telephony Integration• Billing Record Screen Pop• Call Monitoring & Recording
– Voice and display screens– Multimedia contacts– Score card
• Customer Contact Records– Customer ID– Call and solution types– Agent notes– Reports
IVR on SteroidsPredictive Dialing for Customer
Service Center Efficiency
• Call Target List– Called party on line– Play message– Transfer to agent – Call Blending
• Vary agent routine• Select agent based on # of
calls or % of calls
IVR on SteroidsCall Center Statistics• Total Calls
– Center & Split– IVR handled calls
• Caller Statistics– Speed of answer– Average time in queue– # calls transferred – # Calls abandoned– Average time for abandonment– Average length of call
IVR on Steroids
Agent Statistics• Total Calls
– Avg. speed of answer– Avg. call length– # calls placed on hold– # calls transferred– # of outbound calls– # multimedia contacts
• Idle Station Tools– Abandoned position– Idle position reasons– Idle position time breakdown
Self Service3%
Email14%
Vmail7%
Fax3%
Web Chat3%
Voice Calls70%
Voice Calls
Self Service
Vmail
Fax
Web Chat
IVR on Steroids
Call Center CRM Statistics• Same Statistics as Agent but by Split
Agent CRM Statistics• Agent Name
• Call Type
• Call Closed
• Call Open
• Calls Scheduled for Call Back
• Account ID & Contact
• Time of Call
IVR on SteroidsAny Telephone System• Centrex
– ILEC Central Office Based
• PBX– Traditional TDM Circuit Switch
• VoIP IP PBX– SIP VoIP– T1 or analog gateways
• Key System – Hook / Flash support
PBX
IVR&
ACD w/CTI
PSTNJPSTN
PRIISDN
T1 orAnalog
SIPVoIP
Questions
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