Proactive IVR Contact: Strategies & Best Practices
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Transcript of Proactive IVR Contact: Strategies & Best Practices
Proactive Contact:Strategies and Best Practices
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Who We Are
We bring over 22 years of experience in the IVR Industry developing products of excellence tailored to our customers’ specific and diverse needs.
Experience
Our attention to detail and high quality products stand out from our competitors. We are thorough in development, testing and delivery.
QualityWe stay abreast of new technologies and are in a constant state of refining our products to meet the demands of an ever-changing IVR landscape.
Innovation
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Contents
Value Proposition of OutboundDifferent ModesUse CasesRules & RegulationsBest Practices
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
The Value of Proactive Outbound Customer Contact
Builds Lifetime Customer Value
Shifts higher cost inbound interactions to lower cost outbound
Useful information when it’s needed
The current “standard” of customer interaction
Enterprise BenefitsCustomer Benefits
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
The Many Modes of Outbound
SMS
Voice
Agent
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Major Use Cases for Outbound
Let’s examine each in turn…
Automated Proactive Outreach
Manual Calling Automation
Augment/Replace Agent-Based Dialing
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Automated Proactive Outreach/Notification
• Largest growing segment
• New adopters• Mostly voice-based
• Regulatory requirements
• Adjusting to change
• POM* for voice/SMS/email
• INI Messenger for campaign creation
WHO: WHAT:
CHALLENGES:
*Avaya’s POM is the platform INI’s solutions are built upon, that enables organizations to create and execute automated outbound voice, email, or SMS text campaigns.
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Automation of Manual Dialed Calls
• Outbound agent pool but no automation
• Manual dialing is subordinate to other
responsibilities
• Blending ‘natural’ vs. ‘dialer’
• Converting paper contacts to dialer
lists
• POM with preview agent licenses
WHO: WHAT:
CHALLENGES:
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Augment/Replace Existing Agent-Based Dialing Solution
• Replacing old dialer• Migrating back to
premise from cloud
• Adapting customer expectations
• Integrating POM platform into existing outbound operation
• POM with predictive licenses (predictive or
progressive)
WHO: WHAT:
CHALLENGES:
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Rules & Regulations
Give callers a choice of modality and make opt-in/opt-out easy and understandable
Know the regulations that affect your business
Engage legal/risk management team for guidance
Ensure that employees know the procedures
Maintain good records
TCPAFTC
CFPBState/local
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Recap: Benefits of Outbound
Outbound is good business and the rewards outweigh the risks.
Valuable to the customer
Valuable to the organization
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Implementation: What to Expect
Traditional IVR Applications
•INI designs, develops, and deploys
•Runs on its own once installed
•Fairly static functionality, though may be configurable
Outbound Implementation
•INI consults and trains
•Requires continual engagement by customer
•Highly dynamic campaign configuration
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Automate appointment confirmations and payment reminders
INI Messenger is a flexible proactive notification and outbound messaging application designed to enhance the functionality of the powerful Avaya Proactive Outreach Manager (POM) engine on the Avaya Aura® Experience Portal (AAEP) platform.
Combining best-of-breed campaign creation, management, and reporting capabilities with industry standard dialing technology, INI Messenger allows organizations to offer their contacts a menu of options for responding to a proactive notification. This extends the standard built-in capabilities of POM to a whole new level of functionality.
• Improve scheduling accuracy
• Allow contacts to confirm or cancel appointments
• Pay or renew by phone
• Automate outbound campaigns
• Reduce system load by scheduling campaigns during off peak hours
INI Messenger™
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CUSTOMER EXPERIENCE SOLUTIONS | interactivenw.com | @interactivenw
Learn More
Innovative solutions from INI
