IT Service PortfolioVOICE/TELECOM:• Interactive Voice Response (IVR)• Automatic Call Distribution (ACD)• Web Conferencing/Telecommuting

IVR allows customers to interact with a company’s host system via a telephone keypad or by speech recognition, after which they can service their own inquiries by following the IVR dialogue.

ACD:

Telecommuting:

system that distributes incoming calls to a specific group of terminals that agents based on customer need, type, and agent skill set.

work location, that can be anywhere outside of a centralized organizational work place; usage of ICTs (information and communication technologies) as technical support for telework

Staff Positions1. ACD/IVR implementation engineer: help with the migration or upgrade to

new IVR and ACD systems. They help test servers, voice gateway routers, PSTN circuits and IVR scripts to ensure they are implemented to the required standards.

2. Telephony design engineer: gather and assess ACD reports, experience working with legacy PBX and implementing ACD systems, assess the viability of migrating current systems to use newer technologies such as ACD and IVR

3. IT Support Specialist: provides support for software, hardware and other system needs, supports implementing the remote work/web conference service

GOALSMaximize cost savings- IVR allows customers to self-service; these tasks cost “pennies compared to dollars” compared to agents assisting with these tasks. These tasks multiplied thousands or millions of times per year through calls make IVR a worthwhile investment.

Provide great customer service- A well designed ACD/IVR system allow customer to gain fast access to desired information. Customers spend less time on hold and rely less on customer service representatives. ACD and IVR systems provide companies with a consistent high quality customer experience.

Improve service quality- Reports and other data that is generated from ACD and IVR usage will help managers zero in on areas for improvement and help with continuous process improvement. Information such as hang ups, time on hold and task completion time will help gauge service quality.

Support Business Continuity- Services such as web conferencing allow employees to work remotely. This is critical in the event of an emergency, natural disaster or outage. Telecommuting reduces the risk of disruptions to the business because it allows employees to work from virtually anywhere.

Capabilities“the resources needed to execute strategy, provide a platform for future growth”

• IVR Software

• Knowledgeable staff/IVR experts

• IVR applications

• IT Service Management

• Infrastructure Management

• Business Intelligence/Analytics

ProcessesSteps or rules that when followed, complete activities or ensure the delivery of IT goals

• Customer Service

Customer retention

• Data management/Business Intelligence

• Customer relationship management

• SLA agreements

• Business Continuity

• Innovation

• User Authentication

Tools/Services(for delivering IVR service)

Telephone network

Internet Network

IVR Software/Applications/System

Risks

Confusing/poorly written menus

Poor authentication measures Low utilization rate, low ROI

Governance Mechanisms“concerned with making decisions that align with company goals and objectives”

• Improve customer service

• Measure effectiveness & efficiency of new systems

• Collect feedback

• Business Intelligence Reports/Benchmarking

• Increase employee efficiency

• Increase customer retention

Period Budget, LRP

Period Budget LRP

Business CaseService: IVR

Problem: Low customer service, low customer retention, poor resource management

Options/Alternatives: Zendesk (third party customer service), outsourcing entire call center function, third party IVR solution

Expected outcome & impacts: Higher customer service & customer retention, focus call center staff on more complex problems, 24/7 customer service without labor costs, streamline processes, maximize cost savings, reduce operational costs

Risks: poorly designed IVR system, customers do not adopt new technology, authentication vulnerabilities, low IVR system utilization rate

Mitigating actions: have well designed IVR system and options menu, show customers time-saving features of IVR system, well written security rules and measures, use business intelligence to continually improve IVR system and processes

Communication Plan

Sourcing Strategy"the disciplined provisioning and blending of business and IT services from the optimal set of internal and external providers in the pursuit of business goals."

• Customize and develop IVR/ACD system and applications internally

• Integrate IVR/ACD system with existing customer database

• VPN & web conference services: outsource (IBM & Adobe)

• Remote security features: outsource (SecurID)

References• Gartner ID: G00146131 (Best-Practice for Creating an IT Services Sourcing Strategy)• Gartner ID: G00170368 (Effective Communications: How to Develop a

Communications Plan)• Gartner ID: G00211869 (An ERP Business Case Tutorial)• http://www.microsoft.com/en-us/news/presskits/speech/docs/whitepaper_gettin

g_the_most_from_your_ivr.pdf

• http://www.crmxchange.com/uploadedFiles/Featured_White_Papers/PDF/Five%20Ways%20IVR%20Systems%20Fail.pdf