Paul Regis IVR System Programme Manager T-Mobile UK [email protected]
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Paul Regis IVR System Programme Manager T-Mobile UK [email protected]. Once Upon A Time…. Operational Reality. Do your IVRs work ? Addressing business needs What are your business needs? Are your customers happy? Who are your customers? - PowerPoint PPT Presentation
Transcript of Paul Regis IVR System Programme Manager T-Mobile UK [email protected]
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Paul RegisIVR System Programme Manager
T-Mobile [email protected]
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Once Upon A Time
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Operational RealityDo your IVRs work?Addressing business needsWhat are your business needs?Are your customers happy?Who are your customers?Integration with customer admin systems?Why integrate?
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Lies, damn lies and statisticsMark TwainWithout doing any work, I canmake your IVR workormake it not workWhat is a self-serve rate?How much can I save?Can I trust my customers to know the answers?
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Quantifiable Indices of Quality for IVR ApplicationsObjectively measure your IVRAnalyses depth, breadth, functionalityBenchmark any IVR against anotherJudge scores to make decisions
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The New ParadigmQuantifiable indices study will help identify whether your IVR should be speech enabledTouch tone is not dead but should be used with careA high index suggests opportunity for improving customer delightMulti-slot recognition crucial for NLU
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How?Do not underestimate the importance of the development environmentTime to market is criticalStyle and substance
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Its time for something new.Welcome to the next generation IVR.
