jacada visual ivr

Download Jacada Visual IVR

Post on 20-Jan-2015

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See How Visual IVR can drive great cost savings to to your organization while reducing costs and driving profitability. In addition, customer satisfaction is highly increased with reduced AHT and improved FCR. Let your customers enjoy the benefits of the touch and see technologists by providing a visual menu to your existing IVR.

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  • 1. 2014 Jacada, Inc. All rights reserved. The Pain

2. 2014 Jacada, Inc. All rights reserved. ~25% 60% 75% Attempt Self-Service Self Service Successfully Abandons! Reverts to Voice Channel 40%Call Customer Service Directly No Continuity. Longer Call Handle Times ~85% Of your Customer Interactions End Up in the Call Center! Percentages based on Gartner and Forrester reports and industry analysts and represented as averages across verticals. Yours may be higher or lower. 3. 2014 Jacada, Inc. All rights reserved. A Typical Customer Service Call IVR Navigation Collecting Information Explaining the Problem Solution 2 Min 2 Min 1 Min 2 Min 7Minutes Call 4. 2014 Jacada, Inc. All rights reserved. Reducing Call Times by Asking 2-4 Questions Before the Call IVR Navigation Collecting Information Explaining the Problem Solution 2 Min 2 Min 1 Min 2 Min Verifying Information Explaining the Problem Solution 1 Min 1 Min 2 Min 3 minutes saved total, 1 minute AHT 4Minutes Call 5. 2014 Jacada, Inc. All rights reserved. Translates to Big Savings For a 100 agent call center with a loaded agent cost of $20, a 1 minute AHT reduction equates to savings of: $752, 000 http://www.jacada.com/solutions/calculate-your-roi 6. 2014 Jacada, Inc. All rights reserved. What is Visual IVR? 7. 2014 Jacada, Inc. All rights reserved. Creates a visual interaction instead of a voice interaction 8. 2014 Jacada, Inc. All rights reserved. Creates enhanced flows that reduces your AHT 9. 2014 Jacada, Inc. All rights reserved. Where Visual IVR fits in? 10. 2014 Jacada, Inc. All rights reserved. 25% 60% 75% Attempt Self-Service Self Service Succesfully Abandons! 40% VIVR with Context to Determine IntentVIVR to Collect and Provide Complex Data & Discovering Customer Intent Shorter Handling Time 11. 2014 Jacada, Inc. All rights reserved. The IVR Experience 12. 2014 Jacada, Inc. All rights reserved. Thank your for calling DCM Computers. Please press 1 for English, or press 2 for Spanish Please press 1 for New Sales, 2 for Replacement parts or 3 for support Please press 1 if this is a corporate account, 2 for personal accounts Please press 1 for part replacement under warranty, otherwise press 2 Before DCM Computers, How can I help you today? 13. 2014 Jacada, Inc. All rights reserved. After the VIVR Solution Hello Mr Doe, Thank you for calling DCM computers. I see you are ordering a replacement part under warranty 14. 2014 Jacada, Inc. All rights reserved. VIVR on your Website! 15. 2014 Jacada, Inc. All rights reserved. Are you phoning about: Support Sales Branch Locator Other Is the nature of your support call regarding: Troubleshooting an issue Ordering a replacement part In order to properly route your call, please provide your warranty service tag located on the bottom of your computer (eg. 5dy7x): Service Tag ID: [ ] Thank you. We have all the information you provided and are ready to connect you. Mr. John Doe Tel: 00449079079 16 Silverman Rd. UK Please select: Call Chat 7FGKLA 16. 2014 Jacada, Inc. All rights reserved. VXML Interactions Web Self Service Quick Implementation Rich Screen Pop Mobile App / Web TVs & Other Smart Devices How does it Work? 17. 2014 Jacada, Inc. All rights reserved. Features & Benefits 18. 2014 Jacada, Inc. All rights reserved. Works with your existing IVR Platform Quick and Seamless implementation, preserves your legacy IVR investment Supports Multiple platforms Call Intercept Reach all customers regardless of how they choose to interact with your organization Reduceinboundcallsandensure morecustomersadoptVIVR byprovidingconvenientaccess 19. 2014 Jacada, Inc. All rights reserved. Rich Screen-Pop Lower handle time and increased customer satisfaction Rich Designer Capture True Customer Intent Reduce call volume by allowing the business to build new self service flows Reduced call handle time and better routing (which means less transfers) 20. 2014 Jacada, Inc. All rights reserved. Easy to use Visual Tool No IT knowledge required Scripts and Rules built graphically Easy integration to 3rd party systems VIVR Interaction Designer 21. 2014 Jacada, Inc. All rights reserved. Most people followed this path A lot of people took a while to get past these points People are leaving this form blank most of the time VIVR Auditing & Reporting Sophisticated audit trail, maps & reporting Monitors interaction performance & bottlenecks Insights for optimized interactions points Ideal for Continuous Improvement 22. 2014 Jacada, Inc. All rights reserved. Dashboard 23. 2014 Jacada, Inc. All rights reserved. Use Cases 24. 2014 Jacada, Inc. All rights reserved. Customer Adoption Putting Visual IVR in front of your customers: Replace your phone number on your website with a Contact Us link to Visual IVR Provide an option in your Voice IVR to send a text link to a Visual IVR session Integrate to your existing mobile app or use call intercept. Make Visual IVR as easily accessible to your customers as possible 25. 2014 Jacada, Inc. All rights reserved. Mobile Phone Insurer in US Collect claim information before connecting to agent Israeli Cable TV Company Offers transactional self-service on their website Large Russian Telco Offers its subscribers to instantly sign-up for a roaming package 26. 2014 Jacada, Inc. All rights reserved. Time is Money Save a min of 60 seconds on every call Voice IVR Cost per transaction is 0.50c, Visual IVR transaction cost is 0.03c Dramatically improved Customer Satisfaction Unlike speech solutions, implementation in weeks, not months 27. 2014 Jacada, Inc. All rights reserved. Benefits Summary 28. 2014 Jacada, Inc. All rights reserved. For your Customer Easy visual navigation No listening to complete menu trees Quick access to desired selection No repeating of information Discover customer intent Less customer frustration Better customer service Reduced call times Reduced hold times For your Business Dramatically reduced costs Lower AHT based on better information Lower IVR and Telephony charges Reduced call times Rich screen pop means less repeating Asking complex or additional questions Easy implementation Reuses your existing IVR scripts Build new flows to reduce AHT 29. 2014 Jacada, Inc. All rights reserved. [ ]Demonstration