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Voxeo Summit Day 1 - Extending your IVR investment to mobile
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Transcript of Voxeo Summit Day 1 - Extending your IVR investment to mobile
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Nigel Ferris Solution Architect, Voxeo
DESIGN ONCE,DEPLOY ANYWHERE
EXTENDING YOUR IVR
INVESTMENT TO MOBILE"
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• Business Benefits of Building Unified Channels
• Why CXP lends itself to mobile as well as IVR
• Enhancements in CXP 13 for mobile
Agenda
Extending Your IVR Investment to Mobile
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• Engage in a 2-way text or Twitter conversation with a customer, gathering details, providing information and offering to pass the information to an agent who can call them back?
• Answer a request for a web chat, gathering useful information BEFORE engaging a live agent?
• Display a web page for self-service with value-added content and even in-built audio!
• …report back on how useful your customers find these new ways of communicating.
What if your IVR system could also…
More Service, Less Cost
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• Interact with your customer how THEY choose
• Provide consistent interaction regardless of channel
• Re-use existing functionality and back-end integrations
• Unified analytics • Study IVR vs Mobile vs Text in one place
Benefits
Business Benefits of Building Unified Channels
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Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere
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• Modular approach
• ‘Dialog’ paradigm
• Dynamic creation of markup language
• Mobile channels are just another option
Features
Why CXP lends itself to Mobile
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Building Mobile Apps with Voxeo CXP
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CONSISTENT USER INTERFACE Dynamic creation of markup language
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Just right click! How easy is it to add a new channel?
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Enhancements in CXP 13 for mobile
• Design views by channel
• Web-form ‘widgets’
• jQuery mobile
• Google Analytics
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Channel Specific Views
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Single-Channel Development: Focus on the one channel
Multi-Channel Development: Focus on one channel at a time
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jQuery Mobile ThemeRoller
Easily Apply Corporate UI Styles to your Mobile App
Easy-to-use graphical interface for designing color schemes, fonts, button styles, etc.
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Web Form Widgets Combines inputs on one screen
Page Content Top
Input Elements (Widget Object)
Submit Button
Page Content Bottom
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Enabling Rich Mobile Customer Experiences http://bit.ly/smarthealth01
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Google Analytics: Content Pages
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Cross-Channel Analytics
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• Your customer wants to use different channels • You need to have one view of your customer’s
interactions
• Voxeo CXP is inherently multi-channel and now optimized for mobile web as well.
In Summary
Extending Your IVR Investment to Mobile
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Thank You!
DESIGN ONCE,DEPLOY ANYWHERE"