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© 2014 Jacada, Inc. All rights reserved. The Pain

Jacada Visual IVR

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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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Page 1: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

The Pain

Page 2: Jacada Visual IVR

© 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.

Page 3: Jacada Visual IVR

© 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

Page 4: Jacada Visual IVR

© 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

Page 5: Jacada Visual IVR

© 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

Page 6: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

What is Visual IVR?

Page 7: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Creates a visual interactioninstead of a voice interaction

Page 8: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Creates enhanced flowsthat reduces your AHT

Page 9: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Where Visual IVR fits in?

Page 10: Jacada Visual IVR

© 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

Page 11: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

The IVR Experience

Page 12: Jacada Visual IVR

© 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?”

Page 13: Jacada Visual IVR

© 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…”

Page 14: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

VIVR on your Website!

Page 15: Jacada Visual IVR

© 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

Page 16: Jacada Visual IVR

© 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?

Page 17: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Features & Benefits

Page 18: Jacada Visual IVR

© 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

Page 19: Jacada Visual IVR

© 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)

Page 20: Jacada Visual IVR

© 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

Page 21: Jacada Visual IVR

© 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

Page 22: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Dashboard

Page 23: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Use Cases

Page 24: Jacada Visual IVR

© 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

Page 25: Jacada Visual IVR

© 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

Page 26: Jacada Visual IVR

© 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

Page 27: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

Benefits Summary

Page 28: Jacada Visual IVR

© 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

Page 29: Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.

[ ]Demonstration