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Interactive Voice Response Systems

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accepts voice telephone input & touch tone. keypad selection ... TOPCALL's IVR applications allow quick and easy remote information retrieval ... – PowerPoint PPT presentation

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Title: Interactive Voice Response Systems


1
Interactive Voice Response Systems
Genesys vs. Topcall
  • Luke Johnson
  • Andrew Jahn

2
Agenda
  • What is an IVR?
  • Benefits
  • Disadvantages
  • Topcall
  • Genesys
  • DSS (Excel)
  • Rationale
  • Conclusion

3
What is an IVR
  • Technology that
  • -accepts
    voice telephone input touch tone
  • keypad
    selection
  • -Provides
    appropriate responses in the form of
  • voice, fax,
    callback, e-mail, database access
  • Allows Individuals to
  • -Access
    Voice Mail
  • -Message
    Delivery
  • -Help Desk
    Hotlines
  • -Automated
    Phone Surveys
  • -Information
    Lines
  • -Account
    Status
  • -Sales or
    Product Ordering
  • -Appointment
    Scheduling
  • -Fax on
    Demand

4
Benefits
  • LOWER COSTS Significantly
  • Maintain Service Levels
  • Higher Level of Automation  
  • Increase Call handling Capacity 
  • Automate Repetitive Requests 
  • Enhance Information Services 
  •  

5
Disadvantages
  • Hardware Installation
  • Software implementation
  • Training

6
  • A leading business communications provider
  • TOPCALLs IVR applications allow quick and easy
    remote information retrieval from databases
    within the organization
  • TOPCALL Offers
  • Custom voice prompts and scripting Link to
    any application or database Single point of
    management and administration Fault Tolerance
    Combine IVR with other services such as FAX, SMS,
  • Document Delivery

7
Pros - TOPCALL
  • Adheres to petPROs Core system requirements
  • Configurable based on end-user requirements.
  • High success rate

8
Cons
  • High Price Tag
  • Sophisticated

9
  • A new breed of voice self-service applications
  • A call processing and media services solution for
    the development and deployment of voice
    applications for customer service
  • Genesys Offers
  • -Fund Transfer
  • -Bill payment
  • -Order products
  • -Schedule a pickup
  • -Check payment status
  • -Request literature, product manuals and
    other forms
  • -Informational announcements on company,
    products, etc.

10
Pros
  • Adheres to petPROs Core system requirements
  • Great Training Programs

11
Cons
  • Expensive
  • Steep learning curve
  • Security Concerns
  • Reliability Issues

12
Month Calls Hangups
Calls Hangups
TOPCALL Genesys
13
Month Calls Hangups Calls
Hangups
TOPCALL Genesys
14
(No Transcript)
15
Competitive Advantage TOPCALL
  • Less expensive
  • More user friendly
  • Quicker to implement
  • More reliable

16
Conclusion
  • Handling Routine phone requests is repetitive and
    expensive
  • Cut cost from 5 per call to 0.30
  • Allow customers and employees 24 hour access to
    business info
  • TOPCALL is the best implementation and is a MUST
    for petPRO

17
References
  • http//www.topcall.com.au/pdfs/topcall_solution.pd
    f
  • http//www.genesyslab.com/contact_center/products/
    interactions/voice_platform.asp
  • www.dacsystems.com
  • www.buyerzone.com/telecom_equipment/
    ivr/qz_questions_777.jhtml
  • www.voip-info.org/wiki/view/VoIPIVRSystems
  • www.consumer.att.com
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