is your ivr holding you back from world class cx?

Is Your IVR Holding you Back from World Class CX?

© 2015, Genesys. All rights reserved.

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Agenda

•  Your IVR Today • Why Your IVR Ma>ers to Your Complete CX • Why Your IVR is Challenging to Manage •  Top 5 IVR Best Prac+ces •  Success Stories •  Q&A

Your IVR Today


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Your CX: Only as Good as Your Weakest Channel

OR

Is your IVR a chain link or a twist +e?


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The Whole CX – A Customer’s Journey

Website search

Click to Call Hotline

Make purchase in

Store Download

App

Receive Mobile Coupon

Click To Call Help

Make Purchase

Deliver the OpNmal Low-‐Effort Experience and Shape Customer Behavior

Website

Mobile App

IVR

Store

Contact Center


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Poll quesNon #1

• What priority does the IVR have in your CX strategy compared to other customer communica+on channels? Other channels including social, chat, email, and SMS.

Why Your IVR MaYers to Your CX


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Why Your IVR MaYers

Source: Frost & Sullivan

In 2016

30% of customers will pick up the phone to ask for help 2016 2014

47% 63%

Fully Automated Customer InteracNons

will Increase


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Plus…Customer State of Mind When Calling

Google search Click to Call Hotline

Make purchase in

Store Download

App

Receive Mobile Coupon

Click To Call Help

Make Purchase

Customer interac+ng with the IVR either: 1) Needs to quickly self-‐serve 2)  Requires assisted service –

that the IVR can assist IF informa+on is not repeated

Website

Mobile App

IVR

Store

Contact Center

Why IVR Can Be Challenging to Manage


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Why IVR is Challenging to Manage

TradiNonally IT Owns IVR applicaNons

IT manages many systems

Limited Management of Customer-‐facing

systems

IVR not a priority for most IT teams


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ReporNng Challenges

•  Number of calls •  Length of calls •  Containment rate •  Average hold +me

Standard IVR Reports

•  Successful transac+on % vs. failed transac+on %

•  Drillable repor+ng enabling insight into where in IVR failures occur

•  % calls transferred more than one +me

Business-‐centric IVR Reports

Top 5 IVR Best PracNces


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Best PracNce #1: Find the Right Fit

PaaS On-‐Prem Cloud

What does your company need?


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Best PracNce #2: Determine the Tool User

Business User Technical User

ü  Point & Click / Drag & Drop UI ü  No technical coding required

ü  Pre-‐provisioned phone numbers

ü  Prefer coding environment

ü  VXML required

ü  Complete customiza+on


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Best PracNce #3: Maximize PersonalizaNon & Predictability

CRM Database

Backend Databases

Rou+ng ACD

Capabili+es


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Best PracNce #4: AcNonable AnalyNcs

•  Seamlessly Integrated to IVR

•  Business-‐centric

•  Customizable Reports & Dashboards

•  Drillable Capabili+es


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Best PracNce #5: Never Stop Improving


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Poll quesNon #2

• Of the five best prac+ces shared, which is most important to your company for your IVR plakorm solu+on?

Success Stories


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Over 20 IVR Apps – Controlled by the Business

Challenges •  IVR plakorm was end-‐of-‐life •  Needed ability to easily & quickly make updates to the IVR

•  Required scalability

SoluNon Designer allows business-‐users make updates to the IVR.

Results •  20+ dis+nct applica+ons being deployed •  Fast & easy migra+on to the cloud •  Provides founda+on for addi+onal Genesys products

Industry Hi-‐tech Region Global

“We felt like the tools were better, more responsive, and less complicated than the other vendors. It's more configuration and less coding. We thought the reporting looked good. Those capabilities looked strong.“ Sr. Business Program Manager, IVR


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“We were saving a minimal amount a couple of years ago. Now we’re well into a million dollars of annual savings per brand.“ John Dibrango Channel Management and Governance Director AstraZeneca

Customer Success Story: AstraZeneca

Finding a Remedy for IVR Growing Pains

Challenges •  Streamline numerous, disparate IVRs from mul+ple vendors.

•  Improve self-‐service capabili+es as majority of calls went to agents

•  Reduce cost and +me to make frequent changes required by industry regula+on.

SoluNon Genesys business intelligence analy+cs capabili+es drove IVR streamlining, flexibility and cost reduc+ons.

Results •  Increased call containment. •  Saved millions of dollars per brand, per year. •  Gained holis+c view across programs, brands, and voice applica+ons.

Industry Pharmaceu+cal Region North America


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