Automated Voice Response Systems

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Automated Voice Response Systems
Customer Service Functional Area 7
Dylan Haggart Denis Bourque James Fraser Farhan
Shakir Kasra Maftoon Francis Gillis
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Automated Voice Response Systems
What is it and how does it fit within petGRO?

• It uses a system called Guided Interactive Voice
  Recognition
• Lets the user verbally navigate our system
• Will improve petGROs call center efficiency
• Provide a better customer experience
• Quickly determine customer need and respond
  accordingly
• Reduces need for number of staff on hand

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Voice Select Service
Denis Bourque - Bell Canadas spokesperson

• Decreased call centre costs
• Accelerated Return On Investment
• Unified voice and web
• Your investment is protected and minimized with
  reduced up-front costs
• Reduced risk through Bells redundant, scalable
  and secure platform.

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Voice Select Service
Touch Tone vs. Voice Select Technology
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Voice Select System
Farhan Shakir petGRO Product Analyst

• Bell Canada will have most of the knowledge of
  our IVR system
• We could become dependent on Bell services
• If dissatisfied it could be difficult and costly
  to switch
• Bells Voice Select System may end up being more
  costly then others over the long run
• We will be at the mercy of Bells environmental
  risks, which are drastically different when
  compared to our own

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VoiceXML
Kasra Maftoon VoiceXML Spokesperson

• VoiceXML is a software bundle that gives a
  business the ability to construct their own
  Guided IVR system
• Its features include
• Speech and Touchtone recognition
• Call routing control
• Pre-recorded audio playback
• Integration with web and office applications
• Provides all of the system development consoles
  required to build a business ready Guided IVR

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VoiceXML
Francis Gillis petGRO Analyst

• VoiceXML comes with the inherent risk of poor
  setup
• There is no on site training available for our
  employees
• We have no experience implementing this type of
  system
• This company has been around for only a year,
  and lacks credibility

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IVR Platform Comparison
Dylan Haggart Director of Customer Services
Rating Requirements

• User Interface and Technology Requirements are
  comparable
• Functional and Security Requirements are a
  deciding factor
• Vendor Capabilities are vastly different

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IVR Platform Comparison
Dylan Haggart Director of Customer Services

• Both systems are comparable in the Technology
  Rating
• In the rest of the fields, Voice Select is
  superior
• Note Bell has been in existence for 125 years
• VoiceXML has been in existence for 1 year

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IVR Platform Comparison
Dylan Haggart Director of Customer Services
Return on Investment Comparison

• Low upfront cost
• Higher service fees
• Quick Return on Investment
• Reduced risk as a result of small amount of time
  spent in debt for the investment

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IVR Platform Comparison
Dylan Haggart Director of Customer Services
Return on Investment Comparison

• Higher upfront cost
• Relatively low variable cost
• Takes much longer for the break even point to be
  reached
• As a result, risk is higher

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IVR Platform Comparison
Dylan Haggart Director of Customer Services
Return on Investment Comparison

• Voice Select has a low upfront cost
• Investment in technology is recovered in least
  amount of time
• VoiceXML requires longer
• Has more long term investment potential

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Recommendation
Dylan Haggart Director of Customer Services
We strongly recommend the Voice Select System

• Bell Canada is highly experienced an reliable in
  this field
• Small amount of risk due to low upfront cost
• Much more broad in scope compared to VoiceXML
• A better overall product unified voice and web
  fits our philosophy
• We make animal products lets not reinvent the
  wheel

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The End
Thank You!
Thank you for considering our proposal
Questions?