the changing role of ivr
TRANSCRIPT
The Changing Role of IVRExploring Different Self-Service Use Cases
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The Changing Role of IVR
Traditional Self-Service Roles The Evolving Customer
Experience Dynamic Alternatives to
Custom IVR Use Cases Solution: INI AudioMenus™
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Traditional Self-Service | Pros and Cons
Internal Helpdesk
Advantages Highly custom experience Integration to backend data sources Handling complex business logic Support for advanced speech
technologies
DisadvantagesX CostlyX Need constant design updatesX Increased time to deploymentX Less agileX Require skilled engineering resources
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The Evolving Customer Experience | Expectations
80% of customers feel
companies need to make big changes in how they
provide customer service*
* via Aspect Communications **Forrester
22% of companies state that Improving Phone/IVR
self-service is a business objective*
* via Infosys
80% of customers prefer to
use the phone to interact with customer service**
Yet…
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Configurable Self-Service Applications | Benefits
Agility
Time to Market
ValueAbility to Innovate
Shorter design and development intervals
Reduced engineering and support costs
Topical, seasonal, relevant information
A better, more dynamic customer experience
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Configurable Self-Service Applications | Use Cases
Troubleshooting Steps Technical Help Messages Network and System Outages
Tax Forms and Help Vehicle Registration Info Jury and Courts FAQs
Financial Aid Questions Class Schedules New Student Orientation Info
Post-Op Instructions Benefits Questions Clinic Locations
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Configurable Self-Service Applications | Use Cases
Troubleshooting Steps Technical Help Messages Network and System Outages
Tax Forms and Help Vehicle Registration Info Jury and Courts FAQs
Financial Aid Questions Class Schedules New Student Orientation Info
Post-Op Instructions Benefits Questions Clinic Locations
Please choose from one of the following frequently asked questions. • What are the qualifications for
assistance? Press or say 1. • How can I check the status of
my application? Press or say 2. • How can I make a payment?
Press or say 3.
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Our Solution | INI AudioMenus™
INI AudioMenus™Menu & Announcement Application
Key Benefits Increased Agility Create & Deploy Menus in 30 min. Greater Responsiveness Simpler Menu Administration Reduced External App Development
INI AudioMenus™ is an easy, web-based administration tool that creates full-featured IVR menus, announcements, alerts and FAQs for the Avaya Aura Experience Portal (AAEP) platform. The intuitive user interface enables administrators to easily create and deploy sophisticated routing applications, without the need for coding or external development and support.
