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See How Visual IVR can drive great cost savings to to your organization while reducing costs and driving profitability. In addition, customer satisfaction is highly increased with reduced AHT and improved FCR. Let your customers enjoy the benefits of the touch and see technologists by providing a visual menu to your existing IVR.
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© 2014 Jacada, Inc. All rights reserved.
The Pain
© 2014 Jacada, Inc. All rights reserved.
~25%
60%
75%Attempt Self-Service
Self Service Successfully
Abandons!
Reverts to Voice Channel
40%Call Customer Service Directly
No Continuity. Longer Call Handle Times~85% Of your Customer Interactions End Up in the Call Center!
Percentages based on Gartner and Forrester reports and industry analysts and represented as averages across verticals. Yours may be higher or lower.
© 2014 Jacada, Inc. All rights reserved.
A Typical Customer Service Call
IVR Navigation Collecting Information Explaining the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
7Minutes Call
© 2014 Jacada, Inc. All rights reserved.
Reducing Call Times by Asking 2-4 QuestionsBefore the Call
IVR Navigation Collecting Information Explaining the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
Verifying Information
Explaining the
Problem
Solution
1 Min 1 Min 2 Min3 minutes saved total, 1 minute AHT
4Minutes Call
© 2014 Jacada, Inc. All rights reserved.
Translates to Big SavingsFor a 100 agent call center with a loaded agent cost of $20, a 1 minute AHT reduction equates to savings of:
$752, 000http://www.jacada.com/solutions/calculate-your-roi
© 2014 Jacada, Inc. All rights reserved.
What is Visual IVR?
© 2014 Jacada, Inc. All rights reserved.
Creates a visual interactioninstead of a voice interaction
© 2014 Jacada, Inc. All rights reserved.
Creates enhanced flowsthat reduces your AHT
© 2014 Jacada, Inc. All rights reserved.
Where Visual IVR fits in?
© 2014 Jacada, Inc. All rights reserved.
25%
60%
75%Attempt Self-Service
Self Service Succesfully
Abandons!
40%
VIVR with Contextto Determine IntentVIVR to Collect and Provide
Complex Data & Discovering Customer Intent
Shorter Handling Time
© 2014 Jacada, Inc. All rights reserved.
The IVR Experience
© 2014 Jacada, Inc. All rights reserved.
“Thank your for calling DCM Computers.Please press 1 for English, or press 2 for Spanish”
“Please press 1 for New Sales, 2 for Replacement parts or 3 for support”
“Please press 1 if this is a corporate account, 2 for personal accounts”
“Please press 1 for part replacement under warranty, otherwise press 2”
Before
“DCM Computers, How can I help you today?”
© 2014 Jacada, Inc. All rights reserved.
After – the VIVR Solution
“Hello Mr Doe, Thank you for calling DCM computers.
I see you are ordering a replacement part under
warranty…”
© 2014 Jacada, Inc. All rights reserved.
VIVR on your Website!
© 2014 Jacada, Inc. All rights reserved.
Are you phoning about:
Support
Sales
Branch Locator
Other
Is the nature of your support call regarding:
Troubleshooting an issue
Ordering a replacement part
In order to properly route your call,
please provide your warranty service tag
located on the bottom of your computer
(eg. 5dy7x):
Service Tag ID: [ ]
Thank you. We have all the information you provided and are ready to connect you.
Mr. John DoeTel: 0044907907916 Silverman Rd. UK
Please select:
Call
Chat 7FGKLA
© 2014 Jacada, Inc. All rights reserved.
VXML
Interactions
Web Self Service
Quick Implementation Rich Screen Pop
Mobile App / Web TVs & Other Smart Devices
How does it Work?
© 2014 Jacada, Inc. All rights reserved.
Features & Benefits
© 2014 Jacada, Inc. All rights reserved.
Works with your existing IVR Platform
Quick and Seamless implementation,preserves your legacy IVR investment
SupportsMultiple platforms
Call Intercept
Reach all customers regardless of how
they choose to interact with your
organization
Reduce inbound calls and ensuremore customers adopt VIVR by providing convenient access
© 2014 Jacada, Inc. All rights reserved.
Rich Screen-Pop
Lower handle time and increasedcustomer satisfaction
Rich Designer Capture True Customer Intent
Reduce call volume by allowing the businessto build new self service flows
Reduced call handle time and
better routing (which means less transfers)
© 2014 Jacada, Inc. All rights reserved.
• Easy to use Visual Tool
• No IT knowledge required
• Scripts and Rules built graphically
• Easy integration to 3rd
party systems
VIVR Interaction Designer
© 2014 Jacada, Inc. All rights reserved.
Most people followed this path
A lot of people took a while to
get past these points
People are leaving this form blank most of the time
VIVR Auditing & Reporting
Sophisticated audit trail, maps & reporting
Monitors interaction performance & bottlenecks
Insights for optimized interactions points
Ideal for Continuous Improvement
© 2014 Jacada, Inc. All rights reserved.
Dashboard
© 2014 Jacada, Inc. All rights reserved.
Use Cases
© 2014 Jacada, Inc. All rights reserved.
Customer AdoptionPutting Visual IVR in front of your customers:
Replace your phone number on your website with a “Contact Us” link to Visual IVR
Provide an option in your Voice IVR to send a text link to a Visual IVR session
Integrate to your existing mobile app or use call intercept.
• Make Visual IVR as easily accessible to your customers as possible
© 2014 Jacada, Inc. All rights reserved.
Mobile PhoneInsurer in US
Collect claim informationbefore connecting to agent
Israeli CableTV Company
Offers transactionalself-service on their website
Large Russian TelcoOffers its subscribers to instantly sign-up for a
roaming package
© 2014 Jacada, Inc. All rights reserved.
Time is Money
Save a min of 60 seconds on every call
Voice IVR Cost per transaction is 0.50c, Visual IVR transaction cost is 0.03c
Dramatically improved Customer Satisfaction
Unlike speech solutions, implementation in weeks, not months
© 2014 Jacada, Inc. All rights reserved.
Benefits Summary
© 2014 Jacada, Inc. All rights reserved.
For your Customer
Easy visual navigation No listening to complete menu trees Quick access to desired selection
No repeating of information Discover customer intent Less customer frustration
Better customer service Reduced call times Reduced hold times
For your Business
Dramatically reduced costs Lower AHT based on better information Lower IVR and Telephony charges
Reduced call times Rich screen pop means less repeating Asking complex or additional questions
Easy implementation Reuses your existing IVR scripts Build new flows to reduce AHT
© 2014 Jacada, Inc. All rights reserved.
[ ]Demonstration