Is Your IVR Holding you Back from World Class CX?

Is  Your  IVR  Holding  you  Back  from  World  Class  CX?

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Agenda  

•  Your  IVR  Today  • Why  Your  IVR  Ma>ers  to  Your  Complete  CX  • Why  Your  IVR  is  Challenging  to  Manage  •  Top  5  IVR  Best  Prac+ces  •  Success  Stories  •  Q&A  

Your  IVR  Today  

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Your  CX:  Only  as  Good  as  Your  Weakest  Channel  

OR  

Is  your  IVR  a  chain  link  or  a  twist  +e?    

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The  Whole  CX  –  A  Customer’s  Journey  

Website  search      

Click  to  Call  Hotline  

Make  purchase    in  

Store  Download  

App  

Receive  Mobile  Coupon  

Click  To  Call  Help  

Make  Purchase  

Deliver  the  OpNmal  Low-­‐Effort  Experience  and  Shape  Customer  Behavior  

Website  

Mobile  App  

IVR  

Store    

Contact  Center  

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Poll  quesNon  #1  

• What  priority  does  the  IVR  have  in  your  CX  strategy  compared  to  other  customer  communica+on  channels?  Other  channels  including  social,  chat,  email,  and  SMS.        

Why  Your  IVR  MaYers  to  Your  CX  

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Why  Your  IVR  MaYers  

Source:  Frost  &  Sullivan  

In  2016  

30%  of  customers  will  pick  up    the  phone  to  ask  for  help     2016  2014  

47%  63%  

Fully  Automated  Customer  InteracNons  

will  Increase  

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Plus…Customer  State  of  Mind  When  Calling  

Google  search       Click  to  Call  Hotline  

Make  purchase    in  

Store  Download  

App  

Receive  Mobile  Coupon  

Click  To  Call  Help  

Make  Purchase  

Customer  interac+ng  with  the  IVR  either:    1) Needs  to  quickly  self-­‐serve    2)  Requires  assisted  service  –  

that  the  IVR  can  assist  IF  informa+on  is  not  repeated  

Website  

Mobile  App  

IVR  

Store    

Contact  Center  

Why  IVR  Can  Be  Challenging  to  Manage  

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Why  IVR  is  Challenging  to  Manage    

TradiNonally  IT  Owns  IVR  applicaNons  

IT  manages  many  systems  

Limited  Management  of  Customer-­‐facing  

systems  

IVR  not  a  priority  for  most  IT  teams  

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ReporNng  Challenges  

•  Number  of  calls  •  Length  of  calls  •  Containment  rate  •  Average  hold  +me  

Standard  IVR  Reports  

•  Successful  transac+on  %    vs.  failed  transac+on  %  

•  Drillable  repor+ng  enabling  insight  into  where  in  IVR  failures  occur  

•  %  calls  transferred  more  than  one  +me  

Business-­‐centric  IVR  Reports  

Top  5  IVR  Best  PracNces  

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Best  PracNce  #1:  Find  the  Right  Fit  

PaaS   On-­‐Prem  Cloud  

What  does  your  company  need?    

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Best  PracNce  #2:  Determine  the  Tool  User  

Business  User   Technical  User  

ü  Point  &  Click  /  Drag  &  Drop  UI  ü  No  technical  coding  required  

ü  Pre-­‐provisioned  phone  numbers  

ü  Prefer  coding  environment  

ü  VXML  required    

ü  Complete  customiza+on    

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Best  PracNce  #3:  Maximize  PersonalizaNon  &  Predictability  

CRM  Database  

Backend  Databases  

Rou+ng  ACD  

Capabili+es  

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Best  PracNce  #4:  AcNonable  AnalyNcs  

•  Seamlessly  Integrated  to  IVR  

•  Business-­‐centric  

•  Customizable  Reports  &  Dashboards  

•  Drillable  Capabili+es  

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Best  PracNce  #5:  Never  Stop  Improving    

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Poll  quesNon  #2  

• Of  the  five  best  prac+ces  shared,  which  is  most  important  to  your  company  for  your  IVR  plakorm  solu+on?  

Success  Stories  

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Over 20 IVR Apps – Controlled by the Business

Challenges  •  IVR  plakorm  was  end-­‐of-­‐life  •  Needed  ability  to  easily  &  quickly  make  updates  to  the  IVR  

•  Required  scalability  

SoluNon  Designer  allows  business-­‐users  make  updates  to  the  IVR.  

Results  •  20+  dis+nct  applica+ons  being  deployed  •  Fast  &  easy  migra+on  to  the  cloud  •  Provides  founda+on  for  addi+onal  Genesys  products    

Industry    Hi-­‐tech  Region    Global    

“We felt like the tools were better, more responsive, and less complicated than the other vendors. It's more configuration and less coding. We thought the reporting looked good. Those capabilities looked strong.“ Sr. Business Program Manager, IVR

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“We  were  saving  a  minimal  amount  a  couple  of  years  ago.  Now  we’re  well  into  a  million  dollars  of  annual  savings  per  brand.“    John  Dibrango  Channel  Management  and  Governance  Director  AstraZeneca    

Customer  Success  Story:  AstraZeneca  

Finding  a  Remedy  for    IVR  Growing  Pains  

Challenges  •  Streamline  numerous,  disparate  IVRs  from  mul+ple  vendors.  

•  Improve  self-­‐service  capabili+es  as  majority  of  calls  went  to  agents  

•  Reduce  cost  and  +me  to  make  frequent  changes  required  by  industry  regula+on.  

SoluNon  Genesys  business  intelligence  analy+cs  capabili+es  drove  IVR  streamlining,  flexibility  and  cost  reduc+ons.  

Results  •  Increased  call  containment.  •  Saved  millions  of  dollars  per  brand,  per  year.  •  Gained  holis+c  view  across  programs,  brands,  and  voice  applica+ons.

Industry    Pharmaceu+cal    Region    North  America    

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