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Voxeo's “Design Once, Deploy Anywhere” architecture Nigel Ferris, Voxeo Solutions Architect
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Nigel Ferris Solution Architect, Voxeo
DESIGN ONCE,DEPLOY ANYWHERE
EXTENDING YOUR IVR
INVESTMENT TO MOBILE"
• Business Benefits of Building Unified Channels
• Why CXP lends itself to mobile as well as IVR
• Enhancements in CXP 13 for mobile
Agenda
Extending Your IVR Investment to Mobile
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• Engage in a 2-way text or Twitter conversation with a customer, gathering details, providing information and offering to pass the information to an agent who can call them back?
• Answer a request for a web chat, gathering useful information BEFORE engaging a live agent?
• Display a web page for self-service with value-added content and even in-built audio!
• …report back on how useful your customers find these new ways of communicating.
What if your IVR system could also…
More Service, Less Cost
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• Interact with your customer how THEY choose
• Provide consistent interaction regardless of channel
• Re-use existing functionality and back-end integrations
• Unified analytics • Study IVR vs Mobile vs Text in one place
Benefits
Business Benefits of Building Unified Channels
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Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere
• Modular approach
• ‘Dialog’ paradigm
• Dynamic creation of markup language
• Mobile channels are just another option
Features
Why CXP lends itself to Mobile
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Building Mobile Apps with Voxeo CXP
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CONSISTENT USER INTERFACE Dynamic creation of markup language
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Just right click! How easy is it to add a new channel?
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Enhancements in CXP 13 for mobile
• Design views by channel
• Web-form ‘widgets’
• jQuery mobile
• Google Analytics
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Channel Specific Views
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Single-Channel Development: Focus on the one channel
Multi-Channel Development: Focus on one channel at a time
jQuery Mobile ThemeRoller
Easily Apply Corporate UI Styles to your Mobile App
Easy-to-use graphical interface for designing color schemes, fonts, button styles, etc.
Web Form Widgets Combines inputs on one screen
Page Content Top
Input Elements (Widget Object)
Submit Button
Page Content Bottom
Enabling Rich Mobile Customer Experiences http://bit.ly/smarthealth01
Google Analytics: Content Pages
Cross-Channel Analytics
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• Your customer wants to use different channels • You need to have one view of your customer’s
interactions
• Voxeo CXP is inherently multi-channel and now optimized for mobile web as well.
In Summary
Extending Your IVR Investment to Mobile
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Thank You!
DESIGN ONCE,DEPLOY ANYWHERE"