Voxeo Summit Day 1 - Extending your IVR investment to mobile

Nigel Ferris Solution Architect, Voxeo

DESIGN ONCE,DEPLOY ANYWHERE

EXTENDING YOUR IVR

INVESTMENT TO MOBILE"

•  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

• 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

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.

Web Form Widgets Combines inputs on one screen

Page Content Top

Input Elements (Widget Object)

Submit Button

Page Content Bottom

Enabling Rich Mobile Customer Experiences http://bit.ly/smarthealth01

Google Analytics: Content Pages

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"