Customer Connection Track

1507B: VOICEMAIL LOVE IT OR LEAVE IT

Rich Quattrocchi, VP Business Development

Jeremy Parker, Director of Operations

Voicemail Love it or Leave it…

What’s In This Session For You!

• How to deal with your C level

management that heard about

Coke and Chase

• How to serve callers and

employees better

• Strategies to optimize voice

workflow in a text world

• Have some fun

After 20 Years, Voicemail is Making Headlines

- JPMorgan Kills Voicemail

-Coke and Chase Ditch Voicemail

-Businesses Are Hanging Up On Voicemail To Dial In Productivity

But Why?

Certainly Cost is a Factor…

Chase’s Chief Financial Officer was searching for budget cuts

that wouldn't hurt too much. Limo services was one.

Voicemail, it turned out, cost $10 per person per month and

intuitively, it seemed ripe for the chopping block.

But that is not the driving reason…

"People started raising their hands. They started volunteering, 'Please take my

voicemail away. It's annoying, it's redundant, I never use it anymore.”

-JP Morgan Chase PR Dept.

The Numbers from a Business Perspective

• 80% of calls go to voicemail1

• 90% of callers leave a voice message2

• 100% of millennials hate voicemail3

1. Source: AT&T2. Source: Mutare hosted voicemail study May 20163. Source: Made up by Rich but confirmed by both his millennial children

Why do people call?

The solution is in the workflow…

Workflow is Text Based• Voicemail transcription is now

table stakes• Lync integration• Voicemail to Email• Voicemail to SMS

What Customers Are Saying About Voicemail

“What Coke did was a harsh slap in the face to callers. We could

never do that especially to our customer facing users. We are in

the customer service business”

“I use voicemail to hide from vendors, that may have been a little

hard for the vendors in the room”

“While our users have reported they dislike dialing and listening to

messages, they still want to know who called…they hate the

message waiting light especially since they often not in the office

to see it and don’t even know they have a voice message…”

A Closer Look at the UC Market

Enterprises are falling into three categories

Enterprises

Eliminating Voicemail

Reducing Voicemail Users

(Cutting Costs)

Value Voicemail

Call Completion vs. Voicemail

• Employees don’t want to check

voice messages

• Email, IM and SMS are preferred

• Ring no answer is not an acceptable

business practice

• Companies need lower costs

• Call completion is born…

Meet SAM – Smart Assist by Mutare

Meet the SAM Call Completion IVR

• Answers business line and mobile calls

• Optionally records and transcribes the message

• Notifies the called party by text with the caller ID

and time

• Delvers text transcription and sound file to

email, IM and SMS

• Easy administration

• Active directory synchronization

Gives Users What they Want

• No dialing for messages

• No greetings to maintain

• No passwords to manage

• No message waiting light

• Delivery to email, SMS or IM channel(s) of choice

Gives the Enterprise What it Needs

• Happy Callers

• Easier Admin

• Lower Costs

Rapid ROI

Your 5 Point Strategy for the C Suite

1. We will serve all callers and be

responsive

2. We will serve our employees by

eliminating the need to manage

greetings and retrieve messages

3. We will notify employees of calls by

their choice of email, SMS or IM

4. We will convey the gist of the

message with a transcript and

eliminate false positives

5. We will lower service, maintenance

and admin costs

Discussion

• Did we help you prepare for the C level questions that may

arise ?

• Did we help you with strategies to better serve callers and

employees?

• Did we provide strategies to optimize workflow?

• Did you have fun?

Visit Booth 135 to Learn About SAM &

Other Workflow Solutions:

- Customer Engagement Solutions

- Secure Messaging

- SMS and Secure Chat

- Mass Notification

Thank You for Attending!

1507B: Voicemail Love it or Leave it

Please complete your evaluation of this

session in the Avaya ENGAGE mobile app.