See how traditional agent scripting can become dynamic; adjust the script to the call, integrate real time customer information and provide an enhanced customer experience. Old schools "scripted" scripting can now be based on real time process guidance and help agents adhere to compliance, up-sell, cross-sell and provide efficient customer experience. Productive agents means happier customers. Your organizations can now shorter call times, improve AHT and FCR and instantly affect bottom line savings.
Our topic today is Visual IVR. To help understand where Visual IVR fits and what it does, it helps to just take a step back and look at the pain we face today with traditional Voice IVR’s and the limited connectivity from your web self service site to your contact center.
Our topic today is Visual IVR. To help understand where Visual IVR fits and what it does, it helps to just take a step back and look at the pain we face today with traditional Voice IVR’s and the limited connectivity from your web self service site to your contact center.
If you do want to build new self service flows, you can user the Interaction designer.
This is a graphical tool that allows you to create your flows through clicks, not code. Best of all, your VIVR scripts can be owned and maintained by the business, meaning IT don’t need to be used to create call flows!
Easy to use Visual Tool: Business users can create, edit and maintain interactions with Drag and Drop modeling.
Rules Engine: Create rules to handle complex decisioning /branching.
Version Control: Ability to Enable or Revert call flows instantly
Reporting: Captures all customer interaction data to enable KPI reporting and heat maps to identify customer trends.
Hot Deployment: Publish new interactions without app update.
[Review any features of interest on the slide]
You will see more of the designer during the demonstration.
Visual IVR also provides you with detailed reporting. Using heatmaps, you can understand your customer like never before, allowing you to make changes to your interactions and see the results in near real-time.
For example, you could identify where most of your callers are leaving information out, or not properly answering a question (which increases your AHT because your agent needs to ask for it), drill down to understand why, make changes and then immediately deploy the new flow and monitor the results.