APPA Business & Financial Conference

Interactive Voice Response Systems: Inbound & Outbound Capabilities

Presented by Larry WallaceDirector of Sales, Centurion, Inc.

Austin, TXSeptember 25, 2007

About Centurion

• Facilities in– Clearwater, FL– New Berlin, WI

• Privately Owned• 1,000+ Systems• 50+ Employees• IVR & ACD S/W• Sys. Integration• 7 x 24 NOC

IVR Integration

                       

• Telephony Integration• Caller Treatment• IT Integration• Measuring Results

Telephony Integration• Usually Behind the PBX

– Standard interfaces• T1 or PRI ISDN Ports• Analog ports or SIP VoIP

• DTMF Touch Tone• Speech Recognition

– Whole word– Directed speech– Free form speech

• Recording Services

PBX

IVR

PSTNJPSTN

PRIISDN

T1 orAnalog

SIPVoIP

Caller TreatmentInbound Caller Treatment• Auto Attendant

– Agent assistance– Caller recognition

– Self service • Overflow

– IVR active during high call volume– Callers in queue

• After Hours– Customer self service– Voice messages

Caller TreatmentOutbound Calls• Who to call?• When to call?• How often to call?• What to play?• Option to Pay?

Customer Survey• Satisfaction• New Products / Services• Polling Feedback

IT IntegrationCIS or Custom Billing System• Billing Inquiry & Payment• Payment Extension Permission• Phone Number Update• Outbound Notification Files

Outage Management System• Outage Reporting & Voice Msg.• Caller Verification• Customer Call Back?• Repeat Caller / Known Outage

Messages

PBX

IVR

PSTNJPSTN

SIPVoIP

CIS OMS

LAN

CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&SOMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL

Measuring Results

IVR Reports, Incoming Calls• Total Calls• Abandoned Calls• Answered Calls• # Calls by Time Interval

• #Calls per Menu• # Calls Transferred• Average and Total Time

Statistics

Call Distribution Event Summary

Call Distribution Event Summary

EVENT COUNT % TOTALInquiries: Billing 668 68.30*************************************>

Outage 51 5.21CCPayment 2 0.20Svc Chng 3 0.31

Transfers from Billing 20 2.04Outage 50 5.11

Transfers to Outage 62 6.34Cust Svc 6 0.61Supervisor 1 0.10Mgmt 1 0.10

Rate Inquiries 9 0.92Help 7 0.72Personal Assistance 24 2.45Abandoned Calls 68 6.95

Measuring Results

IVR Reports, Out Going Calls• Total Calls• Calls per Time Interval• Abandoned Calls• Answered Calls

• Busy Calls• Answer Phones• Number Retries• Survey Response Reports

Measuring Results

Predictive Dialer, Out Going Calls• Call List by Agent

• Call Time

• Name & Number of Customer

• Collection Resolved?

IVR on Steroids• Automated Call Distribution• Computer Telephony

Integration• Predictive Dialing for

Collections, other Services• Call Center and Agent

Statistics Reports• Any Telephone System

IVR on SteroidsAutomated Call Distribution• IVR Access While in Queue• Skills Based Call Routing

– Language– Work responsibility

• Multimedia Contact Queuing– Email, Fax, Web Chat, Vx. Msg.

• Unlimited # of Queues– Queue position announcements– Marketing messages and music while in

queue– Voice message left in queue

IVR on SteroidsComputer Telephony Integration• Billing Record Screen Pop• Call Monitoring & Recording

– Voice and display screens– Multimedia contacts– Score card

• Customer Contact Records– Customer ID– Call and solution types– Agent notes– Reports

IVR on SteroidsPredictive Dialing for Customer

Service Center Efficiency

• Call Target List– Called party on line– Play message– Transfer to agent – Call Blending

• Vary agent routine• Select agent based on # of

calls or % of calls

IVR on SteroidsCall Center Statistics• Total Calls

– Center & Split– IVR handled calls

• Caller Statistics– Speed of answer– Average time in queue– # calls transferred – # Calls abandoned– Average time for abandonment– Average length of call

IVR on Steroids

Agent Statistics• Total Calls

– Avg. speed of answer– Avg. call length– # calls placed on hold– # calls transferred– # of outbound calls– # multimedia contacts

• Idle Station Tools– Abandoned position– Idle position reasons– Idle position time breakdown

Self Service3%

Email14%

Vmail7%

Fax3%

Web Chat3%

Voice Calls70%

Voice Calls

Self Service

Email

Vmail

Fax

Web Chat

IVR on Steroids

Call Center CRM Statistics• Same Statistics as Agent but by Split

Agent CRM Statistics• Agent Name

• Call Type

• Call Closed

• Call Open

• Calls Scheduled for Call Back

• Account ID & Contact

• Time of Call

IVR on SteroidsAny Telephone System• Centrex

– ILEC Central Office Based

• PBX– Traditional TDM Circuit Switch

• VoIP IP PBX– SIP VoIP– T1 or analog gateways

• Key System – Hook / Flash support

PBX

IVR&

ACD w/CTI

PSTNJPSTN

PRIISDN

T1 orAnalog

SIPVoIP

Questions

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