Benchmarking IVR Software Performance
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Transcript of Benchmarking IVR Software Performance
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Benchmarking IVR Performance
Aleshia Bailey
http://www.milsoft.com/http://www.milsoft.com/http://www.milsoft.com/ -
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About MCEC:
Electric distribution cooperative serv
the midlands of SC (5 counties)
Headquartered in Lexington, SC
Just over 40,000 members
Approximately 50,000 active metereservices
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Porche:
Installed Fall 2000
MCECs first IVR
Initially interfaced with Gentrys OutaManagement System (OMS), GenT
Currently interfaced with Oracle UtilNetwork Management System
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Porche:
Our script allows customers to leave mes
Management wants to know how many ccome in for an outage, how many leavemessages, and how quickly the message
handled. Currently use Microsoft Access and ODBthe Porche SQLServer database to expo
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Porche:
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Porche:
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Telelink Account Inquiry:
Previously used Western Union Spe
for IVR payments Customer charged $4.95 transaction fe
Payments posted in batch nightly
Transaction fee caused MCEC not to bto receive Visa Utility Rate
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Telelink Account Inquiry:
Telelink Account Inquiry
(MCECs Easy Pay)
went live December 2008
Customer not charged a
transaction fee Real time posting to A/R
MCEC now qualifies for
Visa Utility Rate
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Telelink Account Inquiry:
November 2008 # $ % of #NIGHT DEPOSIT 2,184 $292,487.29
WINDOW 7,812 $1,122,346.15
PAYMENTS THROUGH MAIL 18,962 $3,370,087.68 4
SPEEDPAY ACH 539 $96,009.94
SPEEDPAY CREDIT CARDS 996 $167,707.88
SPEEDPAY ATM 492 $71,742.37
ELECTRONIC ACH 5,787 $780,876.36
ELECTRONIC CREDIT 2,339 $310,807.22
BAD DEBT TRANSACTIONS 36 $4,216.85 BANK DRAFT 3,427 $414,728.33
Total: 42,574 $6,631,010.07
Speedpay Total: 2,027 $335,460.19
2,027 x $4.95 = $10,033.65 cost to the customers
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Telelink Account Inquiry:
April 2009 # $ % of #NIGHT DEPOSIT 2,069 $335,078.46 4
WINDOW 7,932 $1,284,271.90 17
PAYMENTS THROUGH MAIL 20,650 $3,547,906.49 44
EASY PAY ACH 738 $139,278.46 2
EASY PAY CREDIT CARD 2,763 $460,415.40 6
ELECTRONIC ACH 6,791 $986,283.46 14
ELECTRONIC CREDIT 2,715 $561,790.18 6
BAD DEBT TRANSACTIONS 49 $6,882.81 0
BANK DRAFT 3,208 $426,924.54 7
Total: 46,915 $7,748,831.70
Easy Pay Total: 3,501 $599,693.86
http://www.milsoft.com/contact-us -
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Questions/Contact:
Questions
Contact [email protected]
http://www.milsoft.com/contact-ushttp://www.milsoft.com/contact-ushttp://www.milsoft.com/contact-ushttp://www.milsoft.com/contact-us
