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Network Operators and Value Added Service Providers across 95 countries rely on APEX Service Delivery Platforms and Application Servers for SIP/IMS multi-media enhanced services, such as IVR, Network IVR, Video IVR, Outbound IVR, IVR Consolidation, CRBT, ITR, IUR, Third-Party Call Control, Web 2.0 and Telecom 2.0 value-added services. |
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IVR Solutions Documents
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| Self-Service Optimizer |
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 As today’s global economic conditions encourage a more “do-it-yourself” lifestyle, self-service IVR/IVVR has become an accepted part of daily life. However, acceptance does not mean status quo, as there are key improvements which can be made to most self-service systems to significantly enhance the user experience and benefit the organization (Contact/Call Centers, Network Operator, Hosted Service Provider, etc.) implementing the service. APEX First Touch includes a set of multi-modal Strategies and Tactics for pre- and post-processing of customer service contacts aimed at optimizing self-service IVR/IVVR systems. As a front-end to existing third-party or APEX systems, APEX First Touch enhances the user experience, shortens call times, reduces misrouted calls, and improves automation rates, for a compelling ROI. Overall, APEX First Touch delivers personalized, intelligent, and cost-effective optimizations that benefit the user and the organization, regardless of its size. With its multi-modal functionality, APEX First Touch touches users through various access points, rapidly routes voice and video calls, text messages and USSD interactions to desired automated responses, for fast and friendly resolution; reduces the number of calls routed to live agents; and is designed to be controlled and configured by Customer Service Personnel through easy-to-use web pages. The four Strategies and associated Tactics of APEX First Touch are: • IVR/IVVR Optimization Strategy – focuses on enhancing the user experience by making the frequent user feel known, welcome, and appreciated by personalizing their experience. This Strategy uses what is known about the user (e.g. via web services, customer databases), and collects information for future use (via customer speech or DTMF input). Most importantly, this Strategy implements the business rules to make it easy to use the information. The Tactics in the IVR/IVVR Optimization Strategy include Announcement, Personal Greeting, Language Control and Call Prediction. • Contact Steering Strategy – aims at shortening the call duration to further satisfy users and increase the potential for repeat business. Through knowing the user, anticipating what they might want, and letting them express what they specifically want with an open question, instead of suggesting every option, users are steered to their desired destination quickly and effortlessly. Shorter calls also mean efficient Contact Centers who save money by using fewer resources. The Tactics in this Strategy include Intelligent Routing, Call Steering, SMS, Steering and USSD Steering.
• Agent Pre-Queue Strategy – reduces agent time by making better use of hold-time, easily enhancing the user experience and increasing potential revenue. This Strategy collects and passes information to live agents, allowing calls to be handled quicker and efficiently. Additionally, with this Strategy the user has more choices while on hold, including hanging up and being called back. Contact Centers can also increase revenue by up- and cross-selling products to users while on-hold instead of at the end of each call. The Tactics in this Strategy are Agent Callback, Up- and Cross-Sell, Customer Validation, Address Validation and Call Recording.
• Post Call Strategy – automates follow-ups and confirmations through its multi-modal capabilities using phone, fax and e-mail. Additionally, customer satisfaction can be measured and improved through IVR/IVVR surveys at the end of the call. Getting users the information they want faster with less effort, and getting to know the user through surveys are key benefits of this Strategy, whose Tactics include Notification and Agent Survey.
Each Strategy and its corresponding Tactics deal with specific services to be rendered to a group or individual user. Tactics operate with information collected via signaling, web services, customer databases, customer speech or DTMF input, and identify needs and interact with the users via IVR/IVVR, SMS, USSD or live agent.
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IVR Consolidation, Video Conferencing, Interactive Text Response (ITR), and Interactive USSD Response (IUR) including Web 2.0 and Telecom 2.0 enhanced services. |
