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APPA Business & Financial Conference Interactive Voice Response Systems:

APPA Business & Financial Conference Interactive Voice Response Systems: Inbound & Outbound Capabilities Presented by Larry Wallace Director of Sales, Centurion, Inc. Austin, TX September 25, 2007. About Centurion. Facilities in Clearwater, FL New Berlin, WI Privately Owned

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APPA Business & Financial Conference Interactive Voice Response Systems:

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  1. APPA Business & Financial Conference Interactive Voice Response Systems: Inbound & Outbound Capabilities Presented by Larry Wallace Director of Sales, Centurion, Inc. Austin, TX September 25, 2007

  2. 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

  3. IVR Integration • Telephony Integration • Caller Treatment • IT Integration • Measuring Results

  4. 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 PSTNJ PSTN PRI ISDN PBX SIP VoIP T1 or Analog IVR

  5. Caller Treatment Inbound 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

  6. Caller Treatment Outbound 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

  7. PSTNJ PSTN IT Integration CIS 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 SIP VoIP IVR LAN CIS OMS CIS: Banner, Cayenta, AUS, ATS, NorthStar, CCS, Daffron, OrCom, Peace, SEDC, NISC, SPL, PCS, S&S OMS: M3i, Miner & Miner, ABB, Intergraph, CMS, UAI, NISC, Milsoft, CES, SPL

  8. Call Distribution Event Summary Measuring Results Call Distribution Event Summary EVENT COUNT % TOTAL Inquiries: Billing 668 68.30 *************************************> Outage 51 5.21 CCPayment 2 0.20 Svc Chng 3 0.31 Transfers from Billing 20 2.04 Outage 50 5.11 Transfers to Outage 62 6.34 Cust Svc 6 0.61 Supervisor 1 0.10 Mgmt 1 0.10 Rate Inquiries 9 0.92 Help 7 0.72 Personal Assistance 24 2.45 Abandoned Calls 68 6.95 IVR Reports, Incoming Calls • Total Calls • Abandoned Calls • Answered Calls • # Calls by Time Interval • #Calls per Menu • # Calls Transferred • Average and Total Time Statistics

  9. 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

  10. Measuring Results Predictive Dialer, Out Going Calls • Call List by Agent • Call Time • Name & Number of Customer • Collection Resolved?

  11. IVR on Steroids • Automated Call Distribution • Computer Telephony Integration • Predictive Dialing for Collections, other Services • Call Center and Agent Statistics Reports • Any Telephone System

  12. IVR on Steroids Automated 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

  13. IVR on Steroids Computer 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

  14. IVR on Steroids Predictive Dialing for Customer Service Center Efficiency • CallTarget List • Called party on line • Play message • Transfer to agent • Call Blending • Vary agent routine • Select agent based on # of calls or % of calls

  15. IVR on Steroids Call 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

  16. 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

  17. IVR on Steroids Agent CRM Statistics • Agent Name • Call Type • Call Closed • Call Open • Calls Scheduled for Call Back • Account ID & Contact • Time of Call • Call Center CRM Statistics • Same Statistics as Agent but by Split

  18. IVR on Steroids Any 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 PSTNJ PSTN PRI ISDN PBX SIP VoIP T1 or Analog IVR & ACD w/CTI

  19. Questions &

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