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