April 17, 2014

IVR self-services costs are 6 times less than a live agent call… [Report]

An new interesting report from ContactBabel has revealed that the average cost of a telephony IVR self-service session is 65p, compared to £3.87 for a live agent call, £3.70 for an agent-handled email and £3.00 for a web chat session. “While the future of customer contact will involve the extremes of highly personalised live service on the one hand, and the increasing use of automated systems on the other, we’re seeing that businesses and solution providers are looking to build strong links between automated and live service options to support seamless transitions as required,” said Steve Morrell, author of the report. “Self-service can truly be ‘win-win’ for customers as well as businesses. In the past, most self-service has been about cutting businesses’ costs, but the joined-up thinking now being shown and the increasing acceptance that it’s now an omnichannel world is […]
November 23, 2011

Presentation: Self-Services & Video Contact Centers / IP Multichannel Solutions for CC – Barcelona 2011

I6NET’s presentation in Spanish (by Ivan Sixto) at Multi-Channel IP Solutions for Contact Centers – Barcelona 2011 on Slideshare: Self-Services & Video Contact Centers IP View more presentations from I6NET Table of contents: Slide 01: Title Slide 02: Human-Machine dialog Slide 03: Voice Interface in new mobiles Slide 04: Telephony Self-Services Slide 05: Integration and Programming Slide 06: Voice Platforms for Businesses Slide 07: Voice & Video Platforms Slide 08: Video, the next evolution Slide 09: Social Networks and Internet Slide 10: A 360º Video Solution for Business Slide 11: SIP / H323 Devices Slide 12: PC Video Softphones Slide 13: 3G Videocalling Slide 14: Tablets and Smartphones Slide 15: Web/Flash Videocalling Slide 16: Video Transcoder IVVR Slide 17: Phone / Internet Slide 18: IP Convergence: Telephony / Web Slide 19: Phone / TV Slide 20: IP Convergence: Telephony / TV […]
August 22, 2010

ITIF: Embracing the Self-Service Economy

This report by The Information Technology & Innovation Foundation (ITIF) surveys the adoption of self-service technologies delivered via kiosks, the Internet, mobile devices and the telephone and the many benefits to consumers, businesses and the economy. It also explores how advancements in technology such as Telephony (IVR), Internet,  Wireless networks and the availability of broadband Internet access, are leading to a growing number of self-service options and opportunities for companies to boost productivity. The report also helps makes the case for the government to embrace self-service technology to deliver services more efficiently and more conveniently to citizens. A very good document for summer reading! Executive Summary: The past decade has witnessed a rapid growth in self service that allows consumers to take on the traditional role of a service worker in the provision of a service. Self service has long […]
August 31, 2009

IVR provides Speech Self-Services: In a Time of Economic Uncertainty

IVR technologies have been used for long time to help human call centers to manage better their internal resources (welcome mensages, call routing, call forwarding, queues’ menus…) than to provide services to callers as: Speech self-services. This interesting article is talking about the current wind of change of IVR usage. At I6NET, most of our main VXI* business cases are coming from Speech Self-services implementations where the open standard VoiceXML language is a high value-added technology to build advanced machine-human dialogs for many business processes. In a time of economic uncertainty, when managers are being asked to do more with less, and when cost cutting has become the norm, the ability for IVR (Interactive Voice Response) to assist in accomplishing these objectives has never been more obvious. Managers are being forced to make difficult choices between high-touch experience delivered by […]
August 18, 2009

OpusReseach – Foundations 2009: Voice Self-Service Meets Web 2.0

According to opusresearch; Phone-based self-service has taken on new meaning as phones morph into multi-functional wireless devices and contact center functions are distributed throughout the globe. Conversational Access Technologies now involve asynchronous interaction among individuals using Web services over the phone lines. Adding the human touch to traditionally automated self-service activities gives companies the option to leverage existing staff and IT infrastructure or outsource operations to managed or hosted service providers. By Dan Miller This very interesting report includes a PDF summary to download. Source: Foundations 2009: Voice Self-Service Meets Web 2.0
May 15, 2009

The City of Getafe selects interactive phone self-services to manage school’s summer activities [Business Case]

Spain, Madrid – May 14th, 2009. Each year, the Getafe Public’s Schools and the “Delegation de Education e Infancia del Ayto de Getafe” conduct their school summer’s activities campaign for the next holidays. I6NET provider of  IVR / IVVR communications components, has developed the phone self-service dedicated to improve the Citizen Attention Service of the City of Getafe. The advanced voice portal implemented allows thousand families to request themselves a meeting to register their children. This IVR solution includes a web service with user-friendly interfaces that allow the City of Getafe’s officers to manage online all calendars and meetings requested. This IVR service is based on I6NET’s PhoneScheduler application template and provides a phone self-service where all families can call to schedule their meeting without spending less than 2 minutes and without waiting in a queue, using voice identification, DTMF, SMS […]