Tony LorentzenVice President

Consulting Services

August 20, 2007

Defining a Voice Channel Strategy

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Who is Viecore?

• 18+ years developing contact center application solutions – Core competencies in IVR, Speech, Web, CTI, and Desktop – Some of the largest VXML deployments in the world– Trusted advisor to 500+ customers (many with 15+ years of

Viecore consulting, design, development and support)

• Fastest growing company in our space – Solid financial position– 350+ employees worldwide with critical mass and extensive

technical competence– Strong corporate culture (low turn-over)…we keep our IP!

• Strong vertical expertise – Major enterprise customer deployments and references

Industry-leading delivery system – proven in enterprise-level deployments!

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The Market Evolution Customer Interaction Solutions

•Focus on the Total Customer Experience (Beginning to End) – Improving Agent efficiency and effectiveness

•Pervasiveness of VXML– Wide adoption and

support by all major IVR and Speech vendors

•Wider Adoption of Speech and Natural Language

Integrating Routing and Desktop Solutions with Speech-enabled IVRs

Basic Applications

DTMF IVRs

• Simple informational and transactional applications

Improved Self-service Capabilities

Speech-enabled IVRs

• More complex transactional applications

• Linguistics and cognitive science improved usability

Consistent Caller Experience

Dynamics of a Voice Strategy

• Standards-based and open systems solutionsTechnology

Competitive Pressure

• Cost containment• Market differentiation is critical

Privacy • Challenges of dealing with data in the new world of security

Explosion of Data

• Acquisitions and mergers driving applications that unify data across the expanded enterprise• SOA and Web Services becoming more pervasive

External Factors and Opportunities

• Companies re-inventing themselves

• Federal mandates and regulations

• Mulitmodal devices

Dynamics of a Voice Strategy

Customer Services

• Callers need to speak to agents about complex issues

• Agents need to navigate several systems to solve customer inquiries

• Self-service plays a critical role in data collection and personalization

As the market climate changes, so should your business strategy to create new sales opportunities.

Important Aspects to Consider

• Identification and authentication– Critical to voice self-service

strategy• Business intelligence

– Understanding your customer’s needs

• Continuous improvements– Enhancing the caller

experience– Increasing agent efficiency

Identification and Authentication Critical to Any Voice Strategy

• The fundamentals - allows callers to self-serve

• Tiered security allows flexibility

• Sets caller’s expectation and creates caller confidence

• Enables personalization and segmentation

“We’ve seen a huge increase in the number of people self-serving in the new system... the new authentication strategy allows patients and providers to access information which simplifies their transaction...our improved containment rate is proof of it’s success!”

Vice PresidentCall Center TechnologiesNational Healthcare Provider

Business Intelligence Understanding Your Customer’s

Needs

• Don’t treat everyone the same- Personalization!− Caller segmentation and

routing

• Branding and Persona• Intelligent “pre-prompting”• Outbound solutions adds

value while deflecting calls

Why do they contact you?

What channel do they typically use?

What is their relationship?

Demographics?

How do they view your IVR? Your CSRs? Web?

Improving the Caller Experience and Agent EfficiencyDynamic Duo

• Callers will use automation if it helps them…provides an advantage– People now pay to use ATMs

• Don’t focus on IVR containment!– Focus on first call resolution and other call center

metrics (AWT, Queue Time, etc…)– Transaction completion is the right IVR metric

Implementing Best Practices• Put callers in control…don’t frustrate them• Don’t overwhelm them with information• Leverage technology where it makes sense• Make sure you have a marketing roll-out strategy

− External and internal

Value PropositionStrive for a Dynamic and Personalized Experience

• Reduces costs

– Increases first call resolution

– Reduces agent handle time by presenting agents with context-driven information

• Improves agent utilization & customer satisfaction

– Matches the most appropriate channel (self-service and/or agent) based on customers needs and relationship

– Provides agents with critical customer information to better service their needs

The Integrated Contact CenterThe Best Strategy for Success

A comprehensive customer experience via the telephone that is adaptive, efficient and cost-effective.

Strive for a consistent experience across all channels!

Skills & Resources Needed…

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Questions…

Tony LorentzenVice President of Consulting Services

Tony.Lorentzen@viecore.com

Viecore, Inc.1111 Macarthur Blvd, Mahwah, NJ 07430T 201-252-9100 www.viecore.com