Interactive Voice Response Systems

1
Interactive Voice Response Systems
Genesys vs. Topcall

• Luke Johnson
• Andrew Jahn

2
Agenda

• What is an IVR?
• Benefits
• Disadvantages
• Topcall
• Genesys
• DSS (Excel)
• Rationale
• Conclusion

3
What is an IVR

• Technology that
• -accepts
  voice telephone input touch tone
• keypad
  selection
• -Provides
  appropriate responses in the form of
• voice, fax,
  callback, e-mail, database access
• Allows Individuals to
• -Access
  Voice Mail
• -Message
  Delivery
• -Help Desk
  Hotlines
• -Automated
  Phone Surveys
• -Information
  Lines
• -Account
  Status
• -Sales or
  Product Ordering
• -Appointment
  Scheduling
• -Fax on
  Demand

4
Benefits

• LOWER COSTS Significantly
• Maintain Service Levels
• Higher Level of Automation  
• Increase Call handling Capacity 
• Automate Repetitive Requests 
• Enhance Information Services 
•  

5
Disadvantages

• Hardware Installation
• Software implementation
• Training

6

• A leading business communications provider
• TOPCALLs IVR applications allow quick and easy
  remote information retrieval from databases
  within the organization
• TOPCALL Offers
• Custom voice prompts and scripting Link to
  any application or database Single point of
  management and administration Fault Tolerance
  Combine IVR with other services such as FAX, SMS,
  
• Document Delivery

7
Pros - TOPCALL

• Adheres to petPROs Core system requirements
• Configurable based on end-user requirements.
• High success rate

8
Cons

• High Price Tag
• Sophisticated

9

• A new breed of voice self-service applications
• A call processing and media services solution for
  the development and deployment of voice
  applications for customer service
• Genesys Offers
• -Fund Transfer
• -Bill payment
• -Order products
• -Schedule a pickup
• -Check payment status
• -Request literature, product manuals and
  other forms
• -Informational announcements on company,
  products, etc.

10
Pros

• Adheres to petPROs Core system requirements
• Great Training Programs

11
Cons

• Expensive
• Steep learning curve
• Security Concerns
• Reliability Issues

12
Month Calls Hangups
Calls Hangups
TOPCALL Genesys
13
Month Calls Hangups Calls
Hangups
TOPCALL Genesys
14
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15
Competitive Advantage TOPCALL

• Less expensive
• More user friendly
• Quicker to implement
• More reliable

16
Conclusion

• Handling Routine phone requests is repetitive and
  expensive
• Cut cost from 5 per call to 0.30
• Allow customers and employees 24 hour access to
  business info
• TOPCALL is the best implementation and is a MUST
  for petPRO

17
References

• http//www.topcall.com.au/pdfs/topcall_solution.pd
  f
• http//www.genesyslab.com/contact_center/products/
  interactions/voice_platform.asp
• www.dacsystems.com
• www.buyerzone.com/telecom_equipment/
  ivr/qz_questions_777.jhtml
• www.voip-info.org/wiki/view/VoIPIVRSystems
• www.consumer.att.com