appa business & financial conference interactive voice response systems:
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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 - PowerPoint PPT PresentationTRANSCRIPT
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APPA Business & Financial Conference
Interactive Voice Response Systems: Inbound & Outbound Capabilities
Presented by Larry WallaceDirector of Sales, Centurion, Inc.
Austin, TXSeptember 25, 2007
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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
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IVR Integration
• Telephony Integration• Caller Treatment• IT Integration• Measuring Results
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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
PBX
IVR
PSTNJPSTN
PRIISDN
T1 orAnalog
SIPVoIP
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Caller TreatmentInbound 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
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Caller TreatmentOutbound 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
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IT IntegrationCIS 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
IVR
PSTNJPSTN
SIPVoIP
CIS OMS
LAN
CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&SOMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL
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Measuring Results
IVR Reports, Incoming Calls• Total Calls• Abandoned Calls• Answered Calls• # Calls by Time Interval
• #Calls per Menu• # Calls Transferred• Average and Total Time
Statistics
Call Distribution Event Summary
Call Distribution Event Summary
EVENT COUNT % TOTALInquiries: Billing 668 68.30*************************************>
Outage 51 5.21CCPayment 2 0.20Svc Chng 3 0.31
Transfers from Billing 20 2.04Outage 50 5.11
Transfers to Outage 62 6.34Cust Svc 6 0.61Supervisor 1 0.10Mgmt 1 0.10
Rate Inquiries 9 0.92Help 7 0.72Personal Assistance 24 2.45Abandoned Calls 68 6.95
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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
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Measuring Results
Predictive Dialer, Out Going Calls• Call List by Agent
• Call Time
• Name & Number of Customer
• Collection Resolved?
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IVR on Steroids• Automated Call Distribution• Computer Telephony
Integration• Predictive Dialing for
Collections, other Services• Call Center and Agent
Statistics Reports• Any Telephone System
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IVR on SteroidsAutomated 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
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IVR on SteroidsComputer 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
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IVR on SteroidsPredictive Dialing for Customer
Service Center Efficiency
• Call Target List– Called party on line– Play message– Transfer to agent – Call Blending
• Vary agent routine• Select agent based on # of
calls or % of calls
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IVR on SteroidsCall 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
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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
Self Service3%
Email14%
Vmail7%
Fax3%
Web Chat3%
Voice Calls70%
Voice Calls
Self Service
Vmail
Fax
Web Chat
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IVR on Steroids
Call Center CRM Statistics• Same Statistics as Agent but by Split
Agent CRM Statistics• Agent Name
• Call Type
• Call Closed
• Call Open
• Calls Scheduled for Call Back
• Account ID & Contact
• Time of Call
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IVR on SteroidsAny 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
PBX
IVR&
ACD w/CTI
PSTNJPSTN
PRIISDN
T1 orAnalog
SIPVoIP
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Questions
&