Alex NobleRichard Atherton

…is working in Harmony

Press 1 is Gone !The Future of IVR is Visual

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Background & Introduction

Talking Points• What is Visual IVR?• Why is Visual IVR good for Consumers?• Why is Visual IVR Good for your Business?• What is going to determine future impact of Visual IVR?

Personal Backgrounds• Richard: 12 Years working on global Contact Centre solutions & 5

Years head of BT’s Cloud Contact Centre Platform• Alex: 10 Years working in Global Contact Centres & Collaboration

for Cisco

What is Visual IVR?

VXML

Interactions

Web Self Service

Quick Implementation

Rich Screen Pop

Mobile App / Web TVs & Other Smart

Devices

How does it Work?

Presented in Cisco terms:

HTML Browser Visual IVR

How does it Start – what triggers VIVR for consumers?

Option 1: Download the App• User downloads the VIVR App • App is triggered by every call that has a VIVR option using this software. • Once the app is triggered then the call is held and audio and visual IVR

are then in synch

Option 2: Call Triggers SMS Option• Caller dials a number which uses VIVR• Caller receives an SMS each time they call an access number which uses

VIVR• Caller clicks on the link in the SMS to activate VIVR• The call is held and audio and visual IVR are then in synch

0800 111 4567

A BT Own Example

User dials BT helpdesk numberUser journey: The user dials the number, and the BT VIVR app intersects the call…

Demonstration:

From a landline: 0800 111 4567From a mobile: 0330 123 4567*From abroad: +44 179 359 6931**

0800 111 4567

BT VIVR intercepts the call

Hello, thanks for calling BT help and support To help us direct you to the relevant call agent that can help, please select an area from the following options Press 1 for PhonePress 2 for BroadbandPress 3 for TV and SportPress 4 for BillingOr press ‘star’ to hear these options again

BT VIVR intercepts the call

Thank you. Within TV and Sport please select a specific topic that we can help you with today: Press 1 for BT Sport on TVPress 2 for BT Sport App & Online PlayerPress 3 for FreeviewPress 4 for Error CodesPress 5 for All TV topics

BT VIVR intercepts the call

Thanks. And within BT Sport App and Online player, please select what seems to be the problem: For Setting up and using your BTID press 1For using the app and watching online press 2For troubleshooting, press 3

BT VIVR intercepts the callOK thanks, so we’re going to help you to set up and use your BTID. Please choose the specific question we can help you with: • To find out what you need to access the BT Sport App, press

1• To find out what a BTID is and how you can get one, press 2• If you’ve forgotten your BTID password, press 3• If you’ve forgotten your BTID usernames, press 4• If you’ve forgotten the BTID Security question and answer, • press 5

BT VIVR intercepts the call

“Please answer the security question appearing on your screen”

“Please enter your name and BT email address”

BT VIVR intercepts the call

“Here is your BTID username. If this is all we can help you with today, please hang up. Otherwise if you need help with your password, please press the button now.”

BT VIVR intercepts the call

“Please enter your username”

BT VIVR intercepts the call

“Thanks, we’ve sent your BTID password to your registered email account.”

© British Telecommunications plc 17

WHY IS VISUAL IVR GOOD FOR CONSUMERS?

We all know IVR

• Frustrating• Ignores all changes in customer

behavior

“….your call is important to us, please hold. An Agent will be with you shortly…..”

We all know IVR

• Static call flow• Menu option permutations defined

Traditional IVR Call Flow

Staticdecisioncriteria

Dialogue component

Does today’s customer care about the DTMF world?

• ….except in IVR.• IVR is consistently the most unpopular

channel.

• IVR is based on a world where the DTMF handset was the smartest device a consumer owned

We have omni-channel

So why are customers calling?

• Many customers prefer to self-serve• They call when it’s:

• Too complex• Too hard• …or it is not standard..

• Is customer contact a bad thing?• Is it a failure in other channels?• Is a call now only made when it’s valuable

to you & the customer?

Is calling a problem?

Let’s make IVR easy

•We have phones•They have screens•Let’s show the customer the IVR

One device has changed everything

• Mobile + multi-channel = voice!

• The preferred web device is built for voice

• The keyboard/ mouse/ screen paradigm is gone

• It’s about touch & simplicity

Voice is back!

Link apps & IVR

• Present the IVR visually

• Allow multiple data input types

• Manage ID&V at multiple layers

Show not tell….

Give customers flexibility

• Customers hate to be forced…..

• ….and break out of inappropriate channels anyway.

• Allow them to call when they know the standard process won’t let them buy!

Offer choices

Happiness!

….is an airline ticket from the IVR!

• Calls can be returned to the IVR for processing or payment

• IVR processing can be visual or verbal (or both)

• It can build in PCI or biometrics to the call flow

• Interactions can be designed for the user, the situation and the device.

IVR can process or deliver product

WHY IS VISUAL IVR GOOD FOR YOUR BUSINESS?

Time is Money

Save a minimum of 60 seconds on every call Voice IVR Cost per transaction is 0.50c, Visual IVR

transaction cost is 0.03c Dramatically improved Customer Satisfaction Unlike speech solutions, implementation in

weeks, not months

~30%60%

70%Attempt Self-Service

Self Service Successfully

Abandons!

Reverts to Voice Channel

40%Call Customer Service Directly

No Continuity. Longer Call Handle Times

~82% Of your Customer Interactions End Up in the Call Center!

Standard IVR

30%

60%

70%Attempt Self-Service

Self Service Succesfully

Abandons!

40%

VIVR with Contextto Determine IntentVIVR to Collect and

Provide Complex Data & Discovering Customer

Intent

Shorter Handling Time

Visual IVR

A Typical Customer Service Call

IVR Navigation Collecting Information

Explaining the

Problem

Solution

2 Min 2 Min 1 Min 2 Min 7Minutes

Call

Verifying Information

Explaining the Problem

Solution

1 Min 1 Min 2 Min

3 minutes saved total, 1 minute AHT

4Minutes

Call

What Will Determine the Impact of VIVR?

App or No App? That is the Question- Will the requirement for VIVR App prove anincentive or a barrier to consumer usage

Human Performance- Cost model relies on less agent time- Will agents be able to process requests faster with VIVR interaction?

Migration to Self Service ?- If 100% self service VIVR is no longer required- If only complex tasks remain will VIVRbe able to handle this as well as an expert could?

Commercial Investment / ROI- Can the model work where interactions become fewer but more complex - Usage base models / pay-as-you-use