Your Telephony Universe
The VoiceVision® evaluation examines three technical areas of your business as related to enterprise telephony: IVR, Contact Center, and Voice and Data networks. Together, these systems impact almost every stakeholder in your business in some way. IVR Support and application management should not be based on reading tea leaves and best guesses, but rather on measurements taken from a system under control.
Interactive Voice Response
Your Interactive Voice Response System (IVR) is the first impression your customers get of your organization when they call your toll-free number.
Even if they have already purchased your product, the impression they are left with will influence their satisfaction and likelihood of repeat purchases. We know that the control of these systems is often distributed with IT, marketing, and operations, all of which have their own areas of influence. Since all the stakeholders have different points of view, it is sometimes difficult to come to an agreement.
How do you know that your process is managed, your maintenance costs are under control, and your customers are getting the information they need so everyone is happy?
A convoluted IVR maintenance process leads to delays in the release cycle, increased development and testing costs, and a risk of adding to customer confusion. An IVR that is easy to maintain is built on a software framework that is designed for change and has all business stakeholders on board in a timely manner.
A poor IVR interface leads to misdirected calls, frustrated customers, and missed opportunities to showcase your products to your customers. A good IVR interface gets your customers the data or department they are looking for the first time. Thoughtful IVR testing coupled with good design takes you a long way toward a system that customers are happy with.
A data interface that poorly tracks customer interaction fails to augment your customer information database with valuable usage data and may put you at risk of not meeting industry regulatory requirements. A solid data-tracking backend tells you exactly who did what when and covers your audit bases. IVR documentation, IVR efficiency, and IVR compliance are inextricably connected when you're creating an IVR system subject to FDA oversight.
Your Contact Center representatives are the face of your business. The personnel and infrastructure that facilitate this operation are an investment in cultivating your existing customer base, maintaining their loyalty and developing new ones. How do you know when the expense of your contact center is more than a necessary evil or is really adding value to your company?
An inefficient Contact Center has agents that are frustrated that they can’t help customers with their queries, customers that are unhappy with long hold times and IT managers that have to account for high phone bills. An efficient contact center hums like a machine with few calls handled by live reps that could have been handled by an IVR.
Customers perceive a Contact Center as a hindrance when they are asked for the same information multiple times, routed to agents who can’t answer their questions or pressured with hard sales pitches. Customers perceive a contact center as a resource when they know exactly how to get what they are looking for and use the automated IVR and agents as a tool for learning more about your company and products.
A Contact Center that is rigid is at risk for events that would disrupt business by not having a backup site set up or giving agents the ability to work remotely in the case of disaster. A flexible Contact Center ensures business continuity by providing capabilities for overflow and contingency situations
Your Customer Service Operations are built on a platform consisting of external service providers along with the hardware and software that make it run. These specialized technologies can be intimidating to even the most experienced IT managers.
How can you be sure your Voice and Data network expenses are justified and are meeting the goals of business?
The efficient use of your voice services depends on the quality of the applications using it. A poorly designed IVR or inefficient call center will rack up toll charges as callers sit on the phone longer than they should. A well-built IVR and well-managed call center gets callers in and out quickly, reducing costly per-minute charges.
Voice technologies are not as easily understood as more familiar web and email technologies. A company that doesn’t manage their telephony infrastructure closely may end up with improper sizing for services or may purchase licensing for applications they’ll never use. A company that understands telephony can utilize the platforms it has access to through its vendors to bring a useful customer experience to reality.
A network with a single point-of-failure puts the company at risk for a disruptive event. A company well-positioned for business survivability will have contingency plans and redundant services lined to up to minimize any outage that may come up.