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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