Jacada Visual IVR

© 2014 Jacada, Inc. All rights reserved.
Visual IVR
Reduce Average Handle Time

AGENDA
Introductions
Corporate Overview
Visual IVR
Demonstration
Next Steps

60 seconds
Save a minimum of
on every call.

The Pain

~25%
60%
75%
Attempt Self-Service
Self Service
Successfully
Abandons!
Reverts to Voice Channel
No Continuity. Longer Call Handle Times
Percentages based on Gartner and Forrester reports and industry analysts
and represented as averages across verticals. Yours may be higher or lower.

~25%
60%
75%
Self Service
Successfully
Abandons!
Reverts to Voice Channel
40%Call Customer Service Directly
~85% Of your Customer Interactions End Up in the Call Center!
Percentages based on Gartner and Forrester reports and industry analysts
and represented as averages across verticals. Yours may be higher or lower.

A Typical Customer Service Call
IVR Navigation Collecting Information Explaining
the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
7
Minutes Call

Reducing Call Times by Asking 2-4 Questions
Before the Call
IVR Navigation Collecting Information Explaining
the
Problem
Solution
2 Min 2 Min 1 Min 2 Min
Verifying
Information
Explaining
the
Problem
Solution
1 Min 1 Min 2 Min
3 minutes saved total,
1 minute AHT
4
Minutes Call

Translates to Big Savings
For a 100 agent call center with a loaded
agent cost of $20, a 1 minute AHT reduction
equates to savings of:
$752, 000
http://www.jacada.com/solutions/calculate-your-roi

What is Visual IVR?

Creates a visual interaction
instead of a voice interaction

Creates enhanced flows
that reduces your AHT

Where Visual IVR fits in?

25%
60%
75%
Self Service Succesfully
Abandons!
40%
VIVR with Context
to Determine Intent
VIVR to Collect and Provide
Complex Data & Discovering
Customer Intent
Shorter Handling Time

The IVR Experience

“Thank your for calling DCM Computers.
Please press 1 for English, or press 2 for Spanish”
“Please press 1 for New Sales, 2 for Replacement
parts or 3 for support”
“Please press 1 if this is a corporate account, 2
for personal accounts”
“Please press 1 for part replacement under
warranty, otherwise press 2”
Before
“DCM Computers,
How can I help you today?”

After – the VIVR Solution
“Hello Mr Doe, Thank you
for calling DCM computers.
I see you are ordering a
replacement part under
warranty…”

VIVR on your Website!

Are you phoning about:
Support
Sales
Branch Locator
Other
Is the nature of your support call regarding:
Troubleshooting an issue
Ordering a replacement part
In order to properly route your call,
please provide your warranty service tag
located on the bottom of your computer
(eg. 5dy7x):
Service Tag ID: [ ]
Thank you. We have all the information you
provided and are ready to connect you.
Mr. John Doe
Tel: 00449079079
16 Silverman Rd. UK
Please select:
Call
Chat 7FGKLA

VXML
Interactions
Web Self Service
Quick Implementation Rich Screen Pop
Mobile App / Web TVs & Other Smart Devices
How does it Work?

Features & Benefits

Works with your existing IVR Platform
Quick and Seamless implementation,
preserves your legacy IVR investment
Supports Multiple platforms
Call Intercept
Reach all customers regardless of how they
choose to interact with your organization
Reduce inbound calls and ensure more customers
adopt VIVR by providing convenient access

Rich Screen-Pop
Lower handle time and increased
customer satisfaction
Rich Designer
Capture True Customer Intent
Reduce call volume by allowing the business
to build new self service flows
Reduced call handle time and better routing
(which means less transfers)

VIVR Interaction Designer
 Easy to use Visual Tool
 Rules Engine
 Version Control
 Reporting
 Hot Deployment

Most people
followed this
path
A lot of people took
a while to
get past these
points
People are leaving this
form blank most
of the time
VIVR Auditing & Reporting
 Sophisticated audit trail,
maps & reporting
 Monitors interaction
performance & bottlenecks
 Insights for optimized
interactions points
 Ideal for Continuous
Improvement

Dashboard

Use Cases

Customer Adoption
Putting Visual IVR in front of your customers:
 Replace your phone number on your website
with a “Contact Us” link to Visual IVR
 Provide an option in your Voice IVR to send a
text link to a Visual IVR session
 Integrate to your existing mobile app or use call
intercept.
• Make Visual IVR as easily accessible to your customers
as possible

Mobile Phone
Insurer in US
Collect claim information
before connecting to agent
Israeli Cable
TV Company
Offers transactional
self-service on their website
Large Russian Telco
Offers its subscribers to
instantly sign-up for a
roaming package

Time is Money
 Save a min 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

Benefits Summary

For your Customer
Easy visual navigation
 No listening to complete menu trees
 Quick access to desired selection
No repeating of information
 Discover customer intent
 Less customer frustration
Better customer service
 Reduced call times
 Reduced hold times
For your Business
Dramatically reduced costs
 Lower AHT based on better information
 Lower IVR and Telephony charges
Reduced call times
 Rich screen pop means less repeating
 Asking complex or additional questions
Easy implementation
 Reuses your existing IVR scripts
 Build new flows to reduce AHT

Thank You

Jacada Visual IVR

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