Weitere ähnliche Inhalte Ähnlich wie 7 Critical Success Factors for Outbound IVR Ähnlich wie 7 Critical Success Factors for Outbound IVR (20) Kürzlich hochgeladen (20) 7 Critical Success Factors for Outbound IVR1. 7 Critical Success Factors For
Outbound IVR"
Dan York, Director of Conversations"
dyork@voxeo.com twitter.com/danyork!
+1-407-455-5859!
January 27, 2011!
2. About Voxeo!
Founded in 1999
World’s largest hosted VoiceXML and CCXML platform – Over
82,000 hosted ports globally; thousands of premise deployments
Over 200,000 developers and 45,000 companies using Voxeo
platforms and services
The Voxeo difference: Unlocked Communications, Customer
Obsession Teams, Communications Passion
© Voxeo Corporation
3. Outbound Examples!
New customer welcome Appointment notifications
messages
Delivery confirmation
Personalized offers and
Telephone surveys
promotions
Emergency notifications
Product availability updates
Conferencing solutions
Problem reporting
Voice instant messaging
Fraud prevention
Voice verification
Identify confirmation
Bill collection
Invitations with RSVP
Audio broadcasts
Community meeting notices
Real estate information
Transaction confirmations
© Voxeo Corporation
4. Case Study: Pepsi Bottling Ventures!
3rd largest Pepsi bottler in NA
Needed better way to call out to distributors
to determine inventory needs
Solution involves integration of Voxeo Prophecy,
Chrysalis Notification Service and SAP CRM software
• Daily calls – with option to transfer to a live agent
• CRM integration drives daily list of calls
• Call Progress Analysis ensures message delivery
• IP communications allows rich integration with no CTI middleware
Faster transaction times, reduced error rates, improved customer and
agent satisfaction, one-call resolution, increased revenue
© Voxeo Corporation
5. Case Study: Clinical Trials!
Old system made calls to one number
and required tone/DTMF interaction
New system:
• Include speech recognition option
• Connect out to multiple numbers simultaneously
• Use SMS as an additional channel
to reach participants
• Allow participants to choose to speak
with someone if necessary
Greater convenience for participants
Increased accuracy/info in results
© Voxeo Corporation
7. 1. Call Progress Analysis!
Outbound
Call Connects
CPA
Initializes
Assume Human Logic -
VoiceXML dialog plays instantly an
eliminates “dead air”
CPA Returns CPA Returns
“Human” “Machine”
Human confirmed Machine detected
VoiceXML dialog continues VoiceXML dialog restarts at beep or alternate
dialog is fetched and played
© Voxeo Corporation
8. 2. Standards And Interoperability!
VoiceXML
CCXML
SSML
SCXML
MRCP
SIP
XMPP
JSR-289, JSR-309
© Voxeo Corporation
9. 3. Security and Compliance!
PCI, HIPAA, SOX,
Gramm-Leach-Bliley,
ISO 17799
Encrypted call
recording
Voice biometrics
© Voxeo Corporation
10. 4. Capacity and Reliability!
Service Level Agreements
Burstability
Simultaneous Delivery
Worldwide Coverage
Premise / Cloud / Hybrid
© Voxeo Corporation
15. 7 Critical Success Factors!
1. Call Progress Analysis
2. Standards and Interoperability
3. Security and Compliance
4. Capacity and Reliability
5. Multi-channel Communication
6. Analytics and Business Intelligence
7. Customer Experience Focus
© Voxeo Corporation
16. Easy to Get Started, Easy to Use
Learn about outbound IVR:
pages.voxeo.com/outbound-success
Learn how you can create outbound campaigns across multiple
communication channels
Download our free whitepaper on Best Practices for Outbound IVR
Sign up for a free developer account to try it out!
© Voxeo Corporation