The ROI of making your IVR Visual

3. Your Reaction? “Thank you for calling. Please listen carefully as our menu options have recently changed. For billing inquiries, please press 1. For account changes, please press 2. For cancellations, please press 3. …” © 2013 Jacada, Inc. All rights reserved.

4. Warning Signs for your IVR The canary in the coal mine 1. Your IVR “Zero-Out” rate is more than 7% 2. When customers reach an Agent, they’re already frustrated! 3. The percentage of call transfers inside your call center is excessive. 4. Your website is listed on sites instructing callers how to zero-out 5. You don’t want to call your own call center! *No Canaries were harmed during the making of this presentation © 2013 Jacada, Inc. All rights reserved.

5. People don’t hate IVR self service, They hate BAD self-service 1. 2. 3. 4. 5. You’re forced to listen to long introductory prompts. The menu options are so long you can’t remember which one you should have chosen The menu options are confusing…should I choose 3…no wait..2…yes 2. No clear navigation path. How do I go back? Let me try *. No…that took me back to the beginning. Why should I enter anything in here when the first thing you’re going to do when I connect is ask me the information again? © 2013 Jacada, Inc. All rights reserved.

6. But isn’t the IVR dying? Top IVR Trends and Predictions 1. 2. 3. 4. 5. Social Media will not replace the IVR The demand for multi touchpoint will increase…the two “C”s The next generation of IVR’s will need to emphasize self service Voice XML will become the standard. New IVR’s already support it, legacy ones will support it. IVR’s will remain a fundamental channel, the way people interact with it may change. © 2013 Jacada, Inc. All rights reserved.

7. Mobile doesn’t help the problem •Customers are quickly frustrated with IVR systems •IVR does not lend itself well to the “mobile mindset” •Easier to just “zero-out” then to navigate the tree © 2013 Jacada, Inc. All rights reserved.

8. Goals » Channel more of these calls into an effective self service offering » When the customer calls, know more about them and what they want » Decrease the amount of ‘zero-outs’ © 2013 Jacada, Inc. All rights reserved.

13. Visual IVR Delivers a Better Experience Visual is far more efficient than listening to audio Lower numbers of “zero-outs” because people will use it Not uncommon for introductory prompt and menu to be over one minute… © 2013 Jacada, Inc. All rights reserved.

15. It sounds good, but what’s the ROI? 1. Let’s model a sample company • You can follow along by using the link in your chat window, or just watch me 2. With any ROI model, we need to make some assumptions 3. We give you the ability to adjust those assumptions so that you can play “What if” scenarios. © 2013 Jacada, Inc. All rights reserved.

17. Business Case Benefits for your customer Benefits for your business Easy visual navigation Dramatically reduced costs • No listening to complete menu trees • Quick access to desired selection • Call avoidance due to less “zero outs” • Lower IVR and Telephony charges No repeating of information Reduced call times • Rich screen pop • Less customer frustration • Rich screen pop means less repeating • Better routing due to less “zero outs” Better customer service Easy implementation • Reduced call times • Reduced hold times • Reuses your existing IVR scripts • No additional scripts to maintain © 2013 Jacada, Inc. All rights reserved.