customer experience – improving the look with visual ivr december 8, 2015 peter bernstein - senior...
TRANSCRIPT
Customer Experience – Improving the Look
with Visual IVRDecember 8, 2015
Peter Bernstein - Senior Editor, TMC Steve Leaden – President, Leaden Associates, Inc.Kent Winter - Vice President of Sales. EMEA-Asia, APEX Communications Alan Percy - Senior Director of Product Marketing, Dialogic
Visual IVR Baseline
Steve Leaden - President, Leaden Associates, Inc. (845) 496-6677 - [email protected] - www.leaden.com - @SteveLeadenFocus on mid-to-large enterprise UC, Contact Center, Converged Networks
Copyright Leaden Associates, Inc. - Use with permission only
Latest Contact Center Trends
• Multi-Channel, Omni-Channel• Social Media Integration• Speech Analytics• Cloud-Based Call Center Offerings• Remote CSR Workers• Integration of UC tools in the
Contact Center (IM/chat, presence, video conferencing, desktop video, document sharing)
• Enhanced IVR functionality
Copyright Leaden Associates, Inc. - Use with permission only
Feedback forms everywhere
Need better tools for a better customer experience
Need bettermeasurements
Millennials factor Customer Service, Customer ExperienceA huge driver for any organization in any B-to-C or B-to-B organization
The Underlying Theme
Copyright Leaden Associates, Inc. - Use with permission only
Customer Service Market Growth
Copyright Leaden Associates, Inc. - Use with permission only
The 2 Key Factors
Factor 2Millennials Rule!
Factor 1Consumer expectations trump every established SLA
Copyright Leaden Associates, Inc. - Use with permission only
The ‘Millennials Factor’• Percentage of workforce
• 25% today• By 2020 – 50% , millennials of global workforce
• A Craving for Knowledge • Millennials have an incredible appetite for knowledge, data,
and information
• Embrace Today’s Technology • Millennials have grown up in an age of the Internet,
PCs/laptops, Wi-Fi, 3G
• Mobility • Millennials now fully embrace a mobile world, working
anywhere via mobile devices, including smartphones and tablets.
• Immediacy • Millennials not only want access to information, they want it
immediately
• Millennials Are Technologically ‘Social’ and Collaborate
Copyright Leaden Associates, Inc. - Use with permission only
Copyright Leaden Associates, Inc. - Use with permission only
Contact Center Technology –Operations Improvement %Intelligent Routing (IVR and Skills Based)
20%
CTI20% 26 Seconds off Talk Time just authenticating caller
IVR-Self Service15-30%
Workforce Management4-20%
Dialer10-300%
9
Copyright Leaden Associates, Inc. - Use with permission only
Traditional IVR Characteristics
CUSTOMER/PROSPECT• “Painful” (a necessary
evil)• Frustrating• Time wasted• Impersonal• No ‘rhyme or reason’
why information repeated
THE ORGANIZATION• Automate basic
functions• Manage staffing• Provide customer
solutions 24x7• Provide ‘fast’ answers
to basic customer queries
Copyright Leaden Associates, Inc. - Use with permission only
IVR Now
From Basic …
To The More Complex …
Copyright Leaden Associates, Inc. - Use with permission only
WHAT - A visual representation of an Interactive Voice Response (IVR) call menu on a customer's smartphone or computer screen
GOAL - Improve customer service, quickly enable users complete desired actions Manage agent engagement (lowering costs)
EFFECT - Improve the customer experience by allowing users to see each menu and visually/easily ‘touch’ menu options
WHAT IS IT – EFFECT – GOAL
What Is Visual IVR?
Source: Wikipedia
Copyright Leaden Associates, Inc. - Use with permission only
Why Visual IVR? (aka Drivers)?
• Users are asking for more channels• Consumerization acceptance of
video, IM/chat, email, multiple channels• Mobility everywhere• Huge ROI opportunities
• Staff, call lengths, circuits, 800 costs
• Next-Gen Customer Service• Differentiate
Copyright Leaden Associates, Inc. - Use with permission only
Visual IVR - Example
Copyright Leaden Associates, Inc. - Use with permission only
CUSTOMERORGANIZATION
• Increase customer experience• Increase customer loyalty• Manage hold time• Manage 800 costs down• Divert more calls to self-service• Manage Contact Center staffing models• Less abandoned calls, more revenue• More data collected - for measuring
customer service
• Eye appealing technology, easier to use• Higher satisfaction self-service• Speed through IVR prompts• Less errors pressing wrong prompts• Get answers faster, reduced call time• Less hang ups, less “ZERO” outs
Visual IVR Benefits
Copyright Leaden Associates, Inc. - Use with permission only
ROI Can Be SIGNIFICANT• Call length - 20-25%• Calls in IVR - 20% total -> 30-40% • Operations Optimization – Add another 20%• Managed Costs
• Contact Center FTEs, PTEs• 800 costs • Network costs (trunks, ports required)• Abandoned calls = Less lost customers• Real Estate for FTEs• Eg., improve on a 100 Seat Contact Center
FTEs – as much as $800K/yr• UP - Customer Satisfaction and Customer
Experience
Page 17 www.apexcomm.com
Customer Experience
– improving the Look
with APEX Visual IVR Kent Winter
VP of Sales, EMEA-AsiaMobile: +1 [email protected]
Powered by
Page 18 www.apexcomm.com
APEX Provides a SDP built around the OmniVox3D SIP Application Server and Telephony Components with a primary focus on:
SIP Application Feature Servers Customer Self Care Solutions VAS Benefits include:
Reduced Time to Market with Award winning SCE and Many Service Ready Solutions
Reliable Service Execution with customer testimonials of APEX exceeding 99.999% uptime
Over 25 Years of Experience
APEX Communications
Page 19 www.apexcomm.com
SDP Manager OAM&P &
Service Creation
Session & Application
Control
SIP Multi-Media Processing (MRF)
Page 20 www.apexcomm.com
APEX Visual IVR
What is it?Why do I want it?How do I do it?
Page 21 www.apexcomm.com
APEX Visual IVR Architecture
Mobile Network
Audio Call
Audio Call
Content requests & Web Page Input via IP with HTML 5 Browser
MRF Farm
IVR
Internet
Call Data from IVR & Visual IVR Browser input to IVR via IP
VIVR Web Server
Requires concurrentAccess to Internet and Audio Phone Call withIntegration between
IVR & Web Site
Page 22 www.apexcomm.com
APEX Visual IVR Architecture
Audio Call
Content requests & Web Page Input via IP with HTML 5 Browser
MRF Farm
IVR
Call Data from IVR & Visual IVR Browser input to IVR via IP
VIVR Web Server
LTE Is the perfect Environment
For Visual IVR
Audio Call
Page 23 www.apexcomm.com
APEX Visual IVR Features & Benefits
Intuitive - Easier, faster & more accurate navigation
Multitasking – allow for interruptions & distractions Reduced need of expensive TTS & ASR Fewer Calls through to Contact Center Improved Contextual Communication
Use Cases Fraud check – see transactions in question Information Push – see information requested Call Center Queues VAS – Charge for Content Replace or Promote Mobile App
Page 24 www.apexcomm.com
Visual IVR or a $12 Agent Call Mobile Customer Self Care
“A Picture is Worth a 1000 Words”
Untaught Users – Repeat Callers
Ease of Use – non-Native Speakers
Promotion – Visually Sell VAS Services
Omni-Channel- Expanded Data Entry
Mobile App Feel with no need to download
Page 25 www.apexcomm.com
APEX Visual IVR Banking – Transaction Confirmation
Fraud Check – Automated Outbound Call with Automated Resolution
Better Retention – Clear information shown in High Stress Call – no need to repeat or listen carefully
Transactions shown as Buttons and/or with copies of actual documents
Clear Access to Customer Care – replace message to call back & sit in a queue
Page 26 www.apexcomm.com
The OmniView Service Creation enables Rapid Service Creation, Easy Modification and Complete Management of Applications
Fill Solution Gaps Get to Market Fast Adapt to Changes Quickly Utilize Standards Capitalize on Open
Architecture Turn Months into Days!
APEX Communications
Page 27 www.apexcomm.com
OmniView Commands Visual IVR Manager XSockets web socket service
Interacts with Javascript Javascript API for WEB Site HTML-5 Template
Mobile CSS Sheet Desktop CSS Sheet
APEX Visual IVR Components
Page 28 www.apexcomm.com
Visual IVR Command 5 different Modes
Start Visual Session End Visual Session Wait for connection Wait for data
Menu Option Data Option
Send Next Page
API to Visual IVR Manager sendMenuOption(‘X’) sendDataOption()
Collects data tags from form and sends them
OmniView Commands
Page 29 www.apexcomm.com
APEX offers a Proven SDP with a number of Service Ready Solutions for SIP Networks
The OmniVox3D Application Server is the core of the APEX SDP and is used for Voice, Video & Data Services together with Power Media XMS
Visual IVR is an Exciting OmniChannel Solution w for Customer Care & Value Added Services
The Award winning OmniView SCE:• Creates & Modifies Services Rapidly• Makes Visual IVR Easy to Understand & Implement• Enables a low cost of Ownership & Independence
Conclusion
Page 30 www.apexcomm.com
Show Colleagues visual IVR demo at http://www.apexcomm.com/index.php/apex-communications-inc/media/videos/videos-demonstrations
Email [email protected] for Visual IVR Demo or Literature
Call +1 818 379 8400 • Speak with APEX to Immediately Validate a
Fit• Arrange for Conference Calls, Demos &
Visits• Arrange for Local Channels and APEX Project
Management
Working with APEX
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.32
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
Dialogic PowerMedia™ XMS
A Foundation for Enhanced ApplicationsAlan D PercySenior Director, Product [email protected]
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.33
experience30Over years
Global presenceUS headquarters
over 20+ regional offices
450Over
employees
Dialogic Overview
globally
XO Communications Selects Dialogic for Virtual Platform Transformation
Dialogic's PowerMedia XMS 3.0 Achieves New Thresholds
ADG LDI (Pvt.) Ltd Chooses Dialogic to Upgrade its Core Voice Switching Infrastructure
Dialogic and OpenCloud Expand Partnership to Deliver Virtualized
VoLTE Services and Multi-media Communications Globally
Recent Customer News and Quotes
“Dialogic’s platform enables us to rapidly introduce next-generation
applications to our customers”
“..value is the new WebRTC codecs and scaling capabilities
that the PowerMedia Media Resource Broker (MRB) brings”
“Dialogic products and services will allow us to replace our legacy Cisco switching technology with minimal network disruption, and
seamless interworking”
“Dialogic’s virtualized software-based MRF addresses ‘mission critical’
requirements of our end customers to enable them to offer unique and
competitively differentiated services, in reduced time at reduced cost”
Dialogic’s PowerMedia XMS software media server will play an important role in the demonstration of Oracle Communications Evolved
Communications Application Server
Dialogic to Spotlight Network Virtualization at Oracle
OpenWorld
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.34
Changing Media Landscape
Existing Trends Move to Software-based Networks
Move away from ‘big iron’, desire to utilize COTS hardware Reduce CAPEX costs
Voice, Video and Codecs… Voice over LTE (IR.92) - HD Voice and AMR-WB WebRTC VP8 & VP9 - Video and dynamic adjustment
Emerging Trends Move to Virtualization
Media processing moving to the cloud Movement to Network Function Virtualization (NFV)
Need for WebRTC integration WebRTC codecs – VP8, OPUS, iLBC Interop with web browsers Service Evolution of customer products
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.35
Media Server as a Foundation
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.36
Multi-party mixing InterworkingTranscoding
Stream processing Person-to-machineRecording
RESTful
Java (JSR 309)
VXML
MSML
NETANN
WebRTC Javascript
Powerful Media APIs
PowerMedia™ XMS PlatformVirtualized rich media processing with WebRTC
Powerful Media Processing Features
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.37
ACCESSAPEX CloudCast Enterprise Services Suite
ACCESS provides Service Providers with a Cloud/Hosted offering of services for the enterprise including
Voice-Video Conferencing / Business Conferencing Toll Free / Intelligent Services (800, 900, Universal
Number, etc) Voice & Video Mail Network Auto Attendant Class 5 Services – Residential & SIP Trunking Contact Center / ACD services Outbound Telemarketing (Voice / Text) Interactive Message Response - Messaging &
Social Media
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.38
ACCESS - Architecture
SIP Network / SIP ProxyIMS/LTE/ Softswitch
SIP Call
Media Server Control: SIP /
MSML/MOML
SIP Call Control
RTP VIDEO
RTP AUDIO
SQL Server Database with Web
Provisioning & Management
Content requests via IP
MRF Farm
WebRTC to SIP Gateway
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.39
Results for APEX
Sped time-to-market for APEX
Removed the “Codec Burden” from
development cycle
Improved density and scaling
Enhanced WebRTC capabilities &
features
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.40
Further Reading
Watch for a Follow-up Email with: A link to the recording of this webinar Whitepaper on IVR Architectures More on WebRTC Landing Page Dialogic Media Server Product Overview Developers: Download and try XMS! Subscribe to the Dialogic Blog
http://blog.dialogic.com/blog
COMPANY CONFIDENTIAL © COPYRIGHT 2015 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.41
Dialogic is a registered trademark of Dialogic Corporation and all companies controlling, controlled by, or under common control with Dialogic Corporation. (“Dialogic”).
The names of actual companies and products mentioned herein are the trademarks of their respective owners.
10/15
dialogic.com