1 / 19

APPA Business & Financial Conference Interactive Voice Response Systems:

APPA Business & Financial Conference Interactive Voice Response Systems: Inbound & Outbound Capabilities Presented by Larry Wallace Director of Sales, Centurion, Inc. Austin, TX September 25, 2007. About Centurion. Facilities in Clearwater, FL New Berlin, WI Privately Owned

taber
Download Presentation

APPA Business & Financial Conference Interactive Voice Response Systems:

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. APPA Business & Financial Conference Interactive Voice Response Systems: Inbound & Outbound Capabilities Presented by Larry Wallace Director of Sales, Centurion, Inc. Austin, TX September 25, 2007

  2. About Centurion • Facilities in • Clearwater, FL • New Berlin, WI • Privately Owned • 1,000+ Systems • 50+ Employees • IVR & ACD S/W • Sys. Integration • 7 x 24 NOC

  3. IVR Integration • Telephony Integration • Caller Treatment • IT Integration • Measuring Results

  4. Telephony Integration • Usually Behind the PBX • Standard interfaces • T1 or PRI ISDN Ports • Analog ports or SIP VoIP • DTMF Touch Tone • Speech Recognition • Whole word • Directed speech • Free form speech • Recording Services PSTNJ PSTN PRI ISDN PBX SIP VoIP T1 or Analog IVR

  5. Caller Treatment Inbound Caller Treatment • Auto Attendant • Agent assistance • Caller recognition • Self service • Overflow • IVR active during high call volume • Callers in queue • After Hours • Customer self service • Voice messages

  6. Caller Treatment Outbound Calls • Who to call? • When to call? • How often to call? • What to play? • Option to Pay? Customer Survey • Satisfaction • New Products / Services • Polling Feedback

  7. PSTNJ PSTN IT Integration CIS or Custom Billing System • Billing Inquiry & Payment • Payment Extension Permission • Phone Number Update • Outbound Notification Files Outage Management System • Outage Reporting & Voice Msg. • Caller Verification • Customer Call Back? • Repeat Caller / Known Outage Messages PBX SIP VoIP IVR LAN CIS OMS CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&S OMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL

  8. Call Distribution Event Summary Measuring Results Call Distribution Event Summary EVENT COUNT % TOTAL Inquiries: Billing 668 68.30 *************************************> Outage 51 5.21 CCPayment 2 0.20 Svc Chng 3 0.31 Transfers from Billing 20 2.04 Outage 50 5.11 Transfers to Outage 62 6.34 Cust Svc 6 0.61 Supervisor 1 0.10 Mgmt 1 0.10 Rate Inquiries 9 0.92 Help 7 0.72 Personal Assistance 24 2.45 Abandoned Calls 68 6.95 IVR Reports, Incoming Calls • Total Calls • Abandoned Calls • Answered Calls • # Calls by Time Interval • #Calls per Menu • # Calls Transferred • Average and Total Time Statistics

  9. Measuring Results IVR Reports, Out Going Calls • Total Calls • Calls per Time Interval • Abandoned Calls • Answered Calls • Busy Calls • Answer Phones • Number Retries • Survey Response Reports

  10. Measuring Results Predictive Dialer, Out Going Calls • Call List by Agent • Call Time • Name & Number of Customer • Collection Resolved?

  11. IVR on Steroids • Automated Call Distribution • Computer Telephony Integration • Predictive Dialing for Collections, other Services • Call Center and Agent Statistics Reports • Any Telephone System

  12. IVR on Steroids Automated Call Distribution • IVR Access While in Queue • Skills Based Call Routing • Language • Work responsibility • Multimedia Contact Queuing • Email, Fax, Web Chat, Vx. Msg. • Unlimited # of Queues • Queue position announcements • Marketing messages and music while in queue • Voice message left in queue

  13. IVR on Steroids Computer Telephony Integration • Billing Record Screen Pop • Call Monitoring & Recording • Voice and display screens • Multimedia contacts • Score card • Customer Contact Records • Customer ID • Call and solution types • Agent notes • Reports

  14. IVR on Steroids Predictive Dialing for Customer Service Center Efficiency • CallTarget List • Called party on line • Play message • Transfer to agent • Call Blending • Vary agent routine • Select agent based on # of calls or % of calls

  15. IVR on Steroids Call Center Statistics • Total Calls • Center & Split • IVR handled calls • Caller Statistics • Speed of answer • Average time in queue • # calls transferred • # Calls abandoned • Average time for abandonment • Average length of call

  16. IVR on Steroids Agent Statistics • Total Calls • Avg. speed of answer • Avg. call length • # calls placed on hold • # calls transferred • # of outbound calls • # multimedia contacts • Idle Station Tools • Abandoned position • Idle position reasons • Idle position time breakdown

  17. IVR on Steroids Agent CRM Statistics • Agent Name • Call Type • Call Closed • Call Open • Calls Scheduled for Call Back • Account ID & Contact • Time of Call • Call Center CRM Statistics • Same Statistics as Agent but by Split

  18. IVR on Steroids Any Telephone System • Centrex • ILEC Central Office Based • PBX • Traditional TDM Circuit Switch • VoIP IP PBX • SIP VoIP • T1 or analog gateways • Key System • Hook / Flash support PSTNJ PSTN PRI ISDN PBX SIP VoIP T1 or Analog IVR & ACD w/CTI

  19. Questions &

More Related