Real-world use cases - Extending your existing IVR to enable mobile customer experiences.

1. White Paper
Rescuing your IVR from
the Dark Ages
Real-world use cases: Extending your existing IVR to
enable mobile customer experiences

2. Customer service has been utilizing phone
and speech technology for decades. The
first (800) toll free number was introduced in
the 1960s, and the first ACD (automatic call
distributor) in the 1970s. Since then, the IVR
has continued to evolve, but has not been
able to harness the ever-increasing
capabilities of smartphones that are used by
a rapidly growing segment of callers.
Smartphones are changing how consumers
interact with businesses. And, with
smartphone adoption now at 58 percent in
the USi (and growing at over 25 percent per
year), 53 percent in the UKii and 57% in
Australiaiii, this is a segment of your
consumer base that will continue to grow. Is
there a way to leverage the visual and
speech capabilities of smartphones to
reduce customer effort in completing
transactions with an IVR – all the while
reducing customer service costs?
[24]7 introduced [24]7 Vivid Speech, the
mobile solution for IVRs, to capitalize on the
growth and capabilities of smartphones.
[24]7 Vivid Speech makes customer service
and sales interactions simple by extending
your current IVR capabilities to deliver a
mobile web experience that takes
advantage of the state-of-the-art capabilities
of today’s smartphones – and no download
of a mobile application is necessary.
[24]7 Vivid Speech makes it easier for
callers to complete tasks in self-service,
which increases automation and drives real
business results. Utilizing Big Data,
prediction, and real-time decisioning, [24]7
Vivid Speech makes customer interactions
predictive and personalized. A business
can know why a customer is calling, and
when and how to engage with the caller to
expedite task resolution.
[24]7 Vivid Speech provides your customers
with a visual mobile web experience that is
synchronized with the speech capabilities of
your current IVR. By turning your legacy
IVR into a smart, multimodal solution that
enables the use of speech, touch, and visual
capabilities to ease the completion of
customers’ tasks, you can quickly and costeffectively deliver mobile customer
experiences.
There are many ways your company can
deploy [24]7 Vivid Speech to reduce costs
and improve your customers’ experience.
Here are two real-world examples from
companies that are already using [24]7 Vivid
Speech.
Fraud Verification
When a credit card company identifies
potentially fraudulent charges on a
customer’s credit card, it typically sends an
outbound voice or SMS notification to the
customer telling them to call an 800 number.
Asking the customer to listen to an IVR
menu and the voice-only read-back of
recent charges is a cumbersome, time
consuming and often frustrating user
experience.
[24]7 Vivid Speech gives the customer the
ability to view these charges on the touch
screen of a smartphone to simplify and
speed the verification process. The
customer can use speech or touch to see
additional details about each charge, such
as a map of where the purchase was made.
Combining speech, touch, and visual display
makes it quick and easy for the customer to
resolve any issues in self-service via their
smartphone.
In addition to a happier customer, the credit
card company also benefits. Consider a
contact center whose agents currently
handle 200,000 charge verification calls per
month. That costs $1M per month based on
an average fully loaded cost per agent-

3. assisted call of $5. For every 5 percent
reduction in agent-assisted charge
verification calls (that’s 10,000 calls per
month), [24]7 Vivid Speech generates a
savings of $50,000 per month or $600,000
per year.
Equally, if not more important to the credit
card company is that the customer can
immediately use their card again and that
means revenue. While under fraud alert the
credit card is blocked so no purchases can
be made. [24]7 Vivid Speech enables an
immediate resolution to the fraud
verification, removing the block from the
card so that the customer can use the card
again, immediately generating more
revenue for the credit card company.
Additionally, this process enables a credit
card company to improve their risk profiling
and more rapidly address the burgeoning
costs of managing and reducing fraud.
Paperless Billing
Another significant expense faced by credit
card companies is sending monthly billing
statements to customers via traditional mail
service. Surprisingly, over 50 percent of
customers at one large credit card company
still receive their monthly bill via “snail mail.”
If a credit card company can convert a
customer to online or paperless billing, it
represents $6 in cost savings per customer
per year.
Happier Customers and
Significant Cost Savings
[24]7 Vivid Speech is a breakthrough
solution that intelligently combines speech,
screen display, and touch for IVR callers
with a smartphone. With [24]7 Vivid Speech,
you can transform your current IVR into a
next-generation, interactive system that
delivers a multimodal experience for your
customers while generating significant cost
savings for your business. [24]7 Vivid
Speech also helps build mobile awareness
and preference among your customers, and
can even encourage and help them to
download your native mobile application.
For more information, please view a short
video demo of [24]7 Vivid Speech here.
i
http://pewinternet.org/Reports/2013/Smartphone-Ownership2013/Findings.aspx
ii
http://techcrunch.com/2012/12/13/research-uk-smartphonepenetration-hits-58-tablets-at-19-brits-a-nation-of-onlineshoppers-1000-now-spent-online-per-year/
iii
http://www.smartcompany.com.au/informationtechnology/049727-57-of-australians-have-smartphonesadoption-rates-outpace-the-us-and-europe-4.html
[24]7 Vivid Speech represents one easy way
to enroll customers for paperless billing by
adding this “lightweight” customer journey
after any initial [24]7 Vivid Speech journey.
Consider if the credit card company has 10
million customers that still need to be
converted to paperless billing. If 30,000
customers on average sign up for online
billing each month using [24]7 Vivid Speech,
that translates to $2M in savings per year.
USA Sales Office: 910 E. Hamilton Ave Campbell, CA 95008-0610
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Contact: Phone: +1.650.385.2247 | Email: queries@247-inc.com
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