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 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

PRI ISDN T1 or Analog PBX SIP VoIP IVR

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

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

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

IT Integration

CIS LAN PBX SIP VoIP OMS IVR

• • • • • • • • 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 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

Call Distribution Event Summary

Measuring Results

Call Distribution Event Summary EVENT

Inquiries: Transfers from Transfers to Rate Inquiries Help Personal Assistance Abandoned Calls Billing

COUNT

668

% TOTAL

68.30

*************************************> Outage 51 5.21

CCPayment Svc Chng Billing Outage Outage Cust Svc Supervisor Mgmt 2 3 20 50 62 6 1 1 9 7 24 68 0.20

0.31

2.04

5.11

6.34

0.61

0.10

0.10

0.92

0.72

2.45

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

Measuring Results

• • • • IVR Reports, Out Going Calls Total Calls Calls per Time Interval Abandoned Calls • • • Busy Calls Answer Phones Number Retries Answered Calls • 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 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

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

IVR on Steroids

• Predictive 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 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

Email 14% Vmail 7% Web Chat 3% Fax 3% Self Service 3%

• Agent Statistics Total Calls – – – – – – Avg. speed of answer Avg. call length # calls placed on hold # calls transferred # of outbound calls # multimedia contacts

IVR on Steroids

Voice Calls 70% Voice Calls Self Service Email Vmail Fax Web Chat

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

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

PRI ISDN T1 or Analog

IVR on Steroids

PBX SIP VoIP IVR & ACD w/CTI

• • • • 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

Questions

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