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IVR Solutions at the Enterprise Level
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Transcript of IVR Solutions at the Enterprise Level
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 [email protected].
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 [email protected]
•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.