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Defining a Voice Channel Strategy

Defining a Voice Channel Strategy. August 20, 2007. Tony Lorentzen Vice President Consulting Services. Industry-leading delivery system – proven in enterprise-level deployments!. 2007. Who is Viecore?. 2005. 18+ years developing contact center application solutions

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Defining a Voice Channel Strategy

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  1. Defining a Voice Channel Strategy August 20, 2007 Tony Lorentzen Vice President Consulting Services

  2. Industry-leading delivery system – proven in enterprise-level deployments! 2007 Who is Viecore? 2005 • 18+ years developing contact center application solutions • Core competencies in IVR, Speech, Web, CTI, and Desktop • Some of the largest VXML deployments in the world • Trusted advisor to 500+ customers (many with 15+ years of Viecore consulting, design, development and support) • Fastest growing company in our space • Solid financial position • 350+ employees worldwide with critical mass and extensive technical competence • Strong corporate culture (low turn-over)…we keep our IP! • Strong vertical expertise • Major enterprise customer deployments and references 2000 1995 1990 1989

  3. The Market Evolution Customer Interaction Solutions 2007 2005 Speech-enabled IVRs DTMF IVRs 2000 Integrating Routing and Desktop Solutions with Speech-enabled IVRs • Focus on the Total Customer Experience (Beginning to End) – Improving Agent efficiency and effectiveness • Pervasiveness of VXML • Wide adoption and support by all major IVR and Speech vendors • Wider Adoption of Speech and Natural Language Basic Applications 1995 Improved Self-service Capabilities • Simple informational and transactional applications • More complex transactional applications • Linguistics and cognitive science improved usability 1990 1989

  4. Consistent Caller Experience

  5. Competitive Pressure • Cost containment • Market differentiation is critical Technology • Standards-based and open systems solutions Privacy • Challenges of dealing with data in the • new world of security Explosion of Data • Acquisitions and mergers driving applications • that unify data across the expanded • enterprise • SOA and Web Services becoming more • pervasive Dynamics of a Voice Strategy

  6. Customer Services • Callers need to speak to agents about complex issues • Agents need to navigate several systems to solve customer inquiries • Self-service plays a critical role in data collection and personalization External Factors and Opportunities • Companies re-inventing themselves • Federal mandates and regulations • Mulitmodal devices As the market climate changes, so should your business strategy to create new sales opportunities. Dynamics of a Voice Strategy

  7. Important Aspects to Consider • Identification and authentication • Critical to voice self-service strategy • Business intelligence • Understanding your customer’s needs • Continuous improvements • Enhancing the caller experience • Increasing agent efficiency

  8. “We’ve seen a huge increase in the number of people self-serving in the new system... the new authentication strategy allows patients and providers to access information which simplifies their transaction...our improved containment rate is proof of it’s success!” Vice President Call Center Technologies National Healthcare Provider Identification and AuthenticationCritical to Any Voice Strategy • The fundamentals - allows callers to self-serve • Tiered security allows flexibility • Sets caller’s expectation and creates caller confidence • Enables personalization and segmentation

  9. Business Intelligence Understanding Your Customer’s Needs Why do they contact you? • Don’t treat everyone the same- Personalization! • Caller segmentation and routing • Branding and Persona • Intelligent “pre-prompting” • Outbound solutions adds value while deflecting calls What channel do they typically use? Demographics? What is their relationship? How do they view your IVR? Your CSRs? Web?

  10. Implementing Best Practices • Put callers in control…don’t frustrate them • Don’t overwhelm them with information • Leverage technology where it makes sense • Make sure you have a marketing roll-out strategy • External and internal Improving the Caller Experience and Agent EfficiencyDynamic Duo • Callers will use automation if it helps them…provides an advantage • People now pay to use ATMs • Don’t focus on IVR containment! • Focus on first call resolution and other call center metrics (AWT, Queue Time, etc…) • Transaction completion is the right IVR metric

  11. Value PropositionStrive for a Dynamic and Personalized Experience • Reduces costs • Increases first call resolution • Reduces agent handle time by presenting agents with context-driven information • Improves agent utilization & customer satisfaction • Matches the most appropriate channel (self-service and/or agent) based on customers needs and relationship • Provides agents with critical customer information to better service their needs

  12. Strive for a consistent experience across all channels! The Integrated Contact CenterThe Best Strategy for Success A comprehensive customer experience via the telephone that is adaptive, efficient and cost-effective.

  13. Skills & Resources Needed…

  14. Tony Lorentzen Vice President of Consulting Services Tony.Lorentzen@viecore.com Viecore, Inc. 1111 Macarthur Blvd, Mahwah, NJ 07430 T 201-252-9100 www.viecore.com Questions…

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