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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. Once Upon A Time…. Operational Reality. Do your IVRs work ? Addressing business needs What are your business needs? Are your customers happy? Who are your customers?

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Paul Regis IVR System Programme Manager T-Mobile UK paul.regis@t-mobile.co.uk

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  1. Paul Regis IVR System Programme Manager T-Mobile UK paul.regis@t-mobile.co.uk

  2. Once Upon A Time…

  3. 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?

  4. “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?

  5. 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

  6. 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

  7. How? • Do not underestimate the importance of the development environment • Time to market is critical • Style and substance

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

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