2014 Jacada, Inc. All rights reserved. Visual IVR

Transcription

1 Visual IVR

2 Why the IVR is still a strategic asset "The reports of my death are greatly exaggerated." -Mark Twain

3 Why the IVR is a strategic asset 60% Attempt Self-Service ~30% 70% Self Service Successfully Little Transactional Self Service Abandons! 40% Call Customer Service Directly Most Calling from a Smart Device Start Over in the IVR ~82% Of your Customer Interactions End Up in the Contact Center! Percentages based on Gartner and Forrester reports and industry analysts representing averages across verticals. Yours may be higher or lower.

4 The IVR is innovative again It s an exciting time in the IVR world again With the realization that the IVR is a strategic asset, we re seeing significant innovation amongst IVR vendors Leaps and bounds in technology with Speech, Dynamically adaptive and personalized menus and standardization around Voice XML.

5 Is Speech going away?

6 No! However, there is little doubt that the world is moving to Touch and Visual

7 Touch is the new form of human-machine Interaction The first iphone bought touch into the mainstream Touch and Gestures is a more accurate and precise input mechanism It s how we expect to interact with machines now It s adoption is becoming the norm: Look at the Tesla Model S

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9 Why not visualize the IVR Experience?

10 Make existing IVR menus visually accessible on mobile, tablets, computers and devices Consumers can see and touch their way through the menu

11 A Typical Visual IVR Solution Hello Mr Doe, Thank you for calling DCM computers. I see you are ordering a replacement part under warranty Re-use your existing IVR (VXML) to quickly create a visual experience

12 Why Visual?

13 Speech and Visual are complimentary

14 Speech and Visual Visual IVR is an extension to your IVR, exposing it to additional channels It ensures accomodation of the newer visual smartphone generation It works with your existing IVR and leverages the investment you have already made

15 How does it Work? Web Self Service Mobile App / Web TVs & Other Smart Devices VXML Quick Implementation Rich Screen Pop Interactions

16 The ROI of Visual IVR

17 A Typical Customer Service Call 2 Min 2 Min 1 Min 2 Min IVR Navigation Collecting Information Explaining the Problem Solution 7 Minutes Call

18 Reducing Call Times by Asking 2-4 Questions Before the Call 2 Min 2 Min 1 Min 2 Min IVR Navigation Collecting Information Explaining the Problem Solution 3 minutes saved total, 1 minute AHT 4 Minutes Call 1 Min 1 Min 2 Min Verifying Information Explaining the Problem Solution

19 Translates to Big Savings For a 100 agent call center with a loaded agent cost of $20, a 1 minute AHT reduction equates to savings of: $752, 000

20 Visual IVR ROI Visual IVR A typical Speech solution Cost to implement Typically a fraction the cost of a speech solution Ranges from Expensive for directed speech to Very Expensive for Natural Language Implementation time Typically 2-3 weeks Measured in months to 1yr+ Return on Investment Typically 1-3 months post purchase Typically 6+ months post production Customer adoption Customers love touch as a input mechanism Customers are easily frustrated with poor voice recognition, background noise and accent detection. Can be more useful while driving.

21 So, where to from here?

22 We already have a Speech IVR We re considering Speech investment Utilize the VXML connector to project your IVR visually and get the benefits of Visual IVR Consider the true cost of speech implementation and the shifting demographic

23 Benefits

24 Visual IVR Benefits CALL Increase Sat / NPS Increase Sales & Conversion Decrease Calls & Transfers Decrease Handle Time

25 See it

26 Are you attending SpeechTEK? Jacada is excited to showcase Visual IVR at the upcoming SpeechTEK Event, August 18-20, NYC. Visit us at booth #513 where we ll be conducting Visual IVR Demos. While there, enter a draw to win an ipad. Not Yet Registered? Courtesy of Jacada, get a discount at registration with code VIPJAC. Looking forward to Seeing you there!

27 Experience Visual Try it today from your smartphone: Or visit: