paul regis ivr system programme manager t-mobile uk paul.regis@t-mobile.co.uk

Paul Regis

IVR System Programme Manager

T-Mobile UK

paul.regis@t-mobile.co.uk

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Operational Reality

Do your IVRs work? Addressing business needs

What are your business needs? Are your customers happy?

Who are your customers? Integration with customer admin systems?

Why integrate?

“Lies, damn lies and statistics”Mark

Twain Without doing any work, I can…

make your IVR work

or

make it not work

What is a self-serve rate? How much can I save? Can I trust my customers to know the

answers?

Quantifiable Indices of Quality for IVR Applications

Objectively measure your IVR Analyses depth, breadth, functionality Benchmark any IVR against another Judge scores to make decisions

The New Paradigm

Quantifiable indices study will help identify whether your IVR should be speech enabled

Touch tone is not dead but should be used with care

A high index suggests opportunity for improving customer delight

Multi-slot recognition crucial for NLU

How?

Do not underestimate the importance of the development environment

Time to market is critical Style and substance

Do you ever feel like you are talking to a robot?Offered endless choice by a monotonous IVR?Endless levels of menu, none of which can be easily found?An endless maze of doorways, none of which make sense?A new kind of interaction with one portal is coming soon…Old generation IVRs have served us well…

It’s time for something new.

Welcome to the next generation IVR.