7 critical success factors for outbound ivr

7 Critical Success Factors For Outbound IVR"

Dan York, Director of Conversations"[email protected] twitter.com/danyork!+1-407-455-5859!January 27, 2011!

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation

About Voxeo!  Founded in 1999

  World’s largest hosted VoiceXML and CCXML platform – Over 82,000 hosted ports globally; thousands of premise deployments

  Over 200,000 developers and 45,000 companies using Voxeo platforms and services

  The Voxeo difference: Unlocked Communications, Customer Obsession Teams, Communications Passion


Outbound Examples!

  New customer welcome messages

  Personalized offers and promotions

  Product availability updates

  Problem reporting

  Fraud prevention

  Identify confirmation

  Invitations with RSVP

  Community meeting notices

  Transaction confirmations

  Appointment notifications

  Delivery confirmation

  Telephone surveys

  Emergency notifications

  Conferencing solutions

  Voice instant messaging

  Voice verification

  Bill collection

  Audio broadcasts

  Real estate information


Case Study: Pepsi Bottling Ventures!

  3rd largest Pepsi bottler in NA

  Needed better way to call out to distributors to determine inventory needs

  Solution involves integration of Voxeo Prophecy, Chrysalis Notification Service and SAP CRM software

•  Daily calls – with option to transfer to a live agent

•  CRM integration drives daily list of calls

•  Call Progress Analysis ensures message delivery

•  IP communications allows rich integration with no CTI middleware

  Faster transaction times, reduced error rates, improved customer and agent satisfaction, one-call resolution, increased revenue


Case Study: Clinical Trials!

  Old system made calls to one number and required tone/DTMF interaction

  New system: •  Include speech recognition option

•  Connect out to multiple numbers simultaneously

•  Use SMS as an additional channel to reach participants

•  Allow participants to choose to speak with someone if necessary

  Greater convenience for participants

  Increased accuracy/info in results


7 Critical Success Factors!


1. Call Progress Analysis!

Outbound Call Connects

Human confirmed

VoiceXML dialog continues

Machine detected

VoiceXML dialog restarts at beep or alternate dialog is fetched and played

CPA Initializes

Assume Human Logic - VoiceXML dialog plays instantly an eliminates “dead air”

CPA Returns “Human”

CPA Returns “Machine”


2. Standards And Interoperability!

  VoiceXML

  CCXML

  SSML

  SCXML

  MRCP

  SIP

  XMPP

  JSR-289, JSR-309


3. Security and Compliance!

  PCI, HIPAA, SOX, Gramm-Leach-Bliley, ISO 17799

  Encrypted call recording

  Voice biometrics


4. Capacity and Reliability!

  Service Level Agreements

  Burstability

  Simultaneous Delivery

  Worldwide Coverage

  Premise / Cloud / Hybrid


5. Multi-Channel Support!


5. Multi-Channel Outbound!


6. Analytics and Business Intelligence!


7. Customer Experience Focus!


7 Critical Success Factors!

  1. Call Progress Analysis

  2. Standards and Interoperability

  3. Security and Compliance

  4. Capacity and Reliability

  5. Multi-channel Communication

  6. Analytics and Business Intelligence

  7. Customer Experience Focus


Easy to Get Started, Easy to Use

  Learn about outbound IVR:

pages.voxeo.com/outbound-success

  Learn how you can create outbound campaigns across multiple communication channels

  Download our free whitepaper on Best Practices for Outbound IVR

  Sign up for a free developer account to try it out!

Dan York"[email protected] !+1-407-455-5859!twitter.com/danyork!skype: danyork!

7 critical success factors for outbound ivr

Technology

call progress analysis

customer experience focus

outbound ivr

business intelligence

dan york

case study

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