1507 b voicemail love it or leave it
TRANSCRIPT
Customer Connection Track
1507B: VOICEMAIL LOVE IT OR LEAVE IT
Rich Quattrocchi, VP Business Development
Jeremy Parker, Director of Operations
Voicemail Love it or Leave it…
What’s In This Session For You!
• How to deal with your C level
management that heard about
Coke and Chase
• How to serve callers and
employees better
• Strategies to optimize voice
workflow in a text world
• Have some fun
After 20 Years, Voicemail is Making Headlines
- JPMorgan Kills Voicemail
-Coke and Chase Ditch Voicemail
-Businesses Are Hanging Up On Voicemail To Dial In Productivity
Certainly Cost is a Factor…
Chase’s Chief Financial Officer was searching for budget cuts
that wouldn't hurt too much. Limo services was one.
Voicemail, it turned out, cost $10 per person per month and
intuitively, it seemed ripe for the chopping block.
But that is not the driving reason…
"People started raising their hands. They started volunteering, 'Please take my
voicemail away. It's annoying, it's redundant, I never use it anymore.”
-JP Morgan Chase PR Dept.
The Numbers from a Business Perspective
• 80% of calls go to voicemail1
• 90% of callers leave a voice message2
• 100% of millennials hate voicemail3
1. Source: AT&T2. Source: Mutare hosted voicemail study May 20163. Source: Made up by Rich but confirmed by both his millennial children
The solution is in the workflow…
Workflow is Text Based• Voicemail transcription is now
table stakes• Lync integration• Voicemail to Email• Voicemail to SMS
What Customers Are Saying About Voicemail
“What Coke did was a harsh slap in the face to callers. We could
never do that especially to our customer facing users. We are in
the customer service business”
“I use voicemail to hide from vendors, that may have been a little
hard for the vendors in the room”
“While our users have reported they dislike dialing and listening to
messages, they still want to know who called…they hate the
message waiting light especially since they often not in the office
to see it and don’t even know they have a voice message…”
Call Completion vs. Voicemail
• Employees don’t want to check
voice messages
• Email, IM and SMS are preferred
• Ring no answer is not an acceptable
business practice
• Companies need lower costs
• Call completion is born…
Meet the SAM Call Completion IVR
• Answers business line and mobile calls
• Optionally records and transcribes the message
• Notifies the called party by text with the caller ID
and time
• Delvers text transcription and sound file to
email, IM and SMS
• Easy administration
• Active directory synchronization
Gives Users What they Want
• No dialing for messages
• No greetings to maintain
• No passwords to manage
• No message waiting light
• Delivery to email, SMS or IM channel(s) of choice
Your 5 Point Strategy for the C Suite
1. We will serve all callers and be
responsive
2. We will serve our employees by
eliminating the need to manage
greetings and retrieve messages
3. We will notify employees of calls by
their choice of email, SMS or IM
4. We will convey the gist of the
message with a transcript and
eliminate false positives
5. We will lower service, maintenance
and admin costs
• Did we help you prepare for the C level questions that may
arise ?
• Did we help you with strategies to better serve callers and
employees?
• Did we provide strategies to optimize workflow?
• Did you have fun?
Visit Booth 135 to Learn About SAM &
Other Workflow Solutions:
- Customer Engagement Solutions
- Secure Messaging
- SMS and Secure Chat
- Mass Notification