The breakthrough solution that extends your IVR to a mobile web experience combining speech and touch.

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White Paper
[24]7 Vivid Speech
The breakthrough solution that extends your IVR to a
mobile web experience combining speech and touch

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“Mobile customer service leaps forward with [24]7
”
Elizabeth Herrell
Global Customer Service Analyst and Communications Strategist
Constellation Research, Inc.
Customer Experience Challenges
The Solution – [24]7 Vivid Speech
Providing a quality customer experience is vital to the
success of your company. That’s why you have invested
so heavily in your existing IVR (Interactive Voice
Response) systems. And with smartphone adoption in
1
the US now at 55 percent, you may have already
launched a native mobile application.
“ a cornerstone to multimodal, mobile
customer care.”
If your experience is like that of many enterprises, the
initial download rates of your mobile app may have
looked promising. However, the actual usage of the app
over time has come up shy of expectations – perhaps
amounting to just a few percent of your entire customer
base.
So where is the disconnect? If your mobile app has not
lived up to its promise, is there another way to offer a
mobile customer experience that capitalizes on the
growing use of smartphones?
Today’s smartphones are connected, powerful minicomputers that provide access anytime, anywhere. But
despite the popularity and swift adoption of these
devices, your company’s 800 number is still a primary
method that customers and prospects are choosing to
interact with your business. And studies show that the
volume of traffic hitting your contact center will continue
2
to increase until at least 2016.
Unfortunately, existing IVRs have no way to harness
smartphone capabilities – especially the visual display –
to improve self-service automation. A new solution is
needed that leverages the capabilities of these
intelligent, connected devices – one capable of
combining speech + screen + touch to deliver an
intuitive customer experience.
In a world that is rapidly going mobile, a new
solution is needed that provides a mobile customer
experience for those using IVR.
1
comScore, “January 2013 U.S. Smartphone Subscriber
Market Share,” 6 March 2013.
2
Ovum, 2012.
Dan Miller
Senior Analyst & Founder, Opus Research
[24]7 Vivid Speech is the
breakthrough solution that
bridges the gap between an
existing IVR and the mobile
channel. It enables enterprises to
extend their existing IVR investments (i.e., applications,
business logic, database hooks) to a mobile web
experience for smartphone callers − without requiring a
complete overhaul of the company’s existing IVR
ecosystem.
[24]7 Vivid Speech augments the IVR call with an
HTML5 mobile web session, giving smartphone callers
a multimodal experience leveraging speech + screen +
touch. The caller experiences a unified session bridging
both voice and mobile web channels, with “just in time,”
personalized content based on customer identity and
intent – predicted in real time – served or pushed to the
consumer.
The [24]7 Vivid Speech multimodal interface enables a
deeper level of engagement, making it possible to view
complex, information-rich content, and to undertake and
resolve complex self-service tasks quickly and easily.
Consumers are empowered to control their journeys,
lifting full automation rates.
In the event that live assistance is needed, full context
can be transferred to a voice or chat agent, accelerating
assisted-service resolution times. In addition, agents

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Contextual information
CRM and account information, location, product,
and social data
This data is the fuel that feeds the predictive analytics
models that optimize the [24]7 Vivid Speech customer
experience. The Platform enables you to know in real
time why a customer is contacting you, who to engage
with a multimodal experience, and when and how to
automate and expedite self-service resolution.
Figure 1
can also ‘push’ rich content to the end user, reducing
average handle time (AHT).
The [24]7 Vivid Speech solution begins simply by
clicking a URL link delivered to the caller via a text
message. It enables a mobile customer experience
without requiring an application download, introducing
phone callers to the benefits and convenience of mobile
apps. In fact, a link can be included at the end of a [24]7
Vivid Speech journey to download the mobile app,
helping to promote your mobile channel.
Power of Prediction and Real-Time
Decisioning
“[24]7 introduced a major breakthrough in
customer service with [Vivid Speech].”
Elizabeth Herrell
Global Customer Service Analyst and
Communications Strategist, Constellation Research, Inc.
Figure 2
The Platform’s omnichannel awareness maintains
journey and context continuity as the customer moves
across devices and channels over time. This enables a
customer experience to match the reality of life today,
where tasks are rarely completed in one sitting. For
example, booking a trip or filing an insurance claim
needs to be seen as a continuous set of steps that a
user may pick up and set down over time.
In the event that live assistance is needed, the
Platform’s capabilities extend to agents, their
workspace, and the assisted service via voice or mobile
chat that they can offer to customers. To accelerate
resolution, full context is passed to agents, and agents
can also push rich content recommended by the [24]7
Predictive Experience Platform to the customer’s
smartphone.
[24]7 Vivid Speech is powered by the world’s largest
predictive customer service and sales platform, the
[24]7 Predictive Experience Platform. The Platform
drives improved business outcomes by leveraging big
data, prediction, real-time decisioning, and machine
learning. These all work in concert to continuously refine
the [24]7 Vivid Speech experience offered to a
customer, making it more intuitive over time.
Broad Addressable Audience
Structured and unstructured data can be drawn from
multiple sources, such as:
“Worldwide sales of smartphones will be close
to one billion units in 2013.”
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Current customer journey data from the IVR and
mobile web
Historical customer interactions − both individually
and collectively across the customer base −
spanning one or more channels
Gartner’s “Market Share Analysis:
Mobile Phones, Worldwide, 4Q12 and 2012”
The [24]7 Vivid Speech solution will enable you to reach
a broad segment of your customer base, as it is
designed with an open, standards-based HTML5

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architecture. All that is required to deliver a mobile
customer experience to your IVR callers is a
smartphone with Internet connectivity and a web
browser – functionality that inherently defines the
device. And with [24]7 Vivid Speech, no mobile
application download is required.
The value of [24]7 Vivid Speech grows in lockstep with
increasing smartphone adoption. In the developed
world, smartphone uptake today ranges from 40 to 60
percent. This means that a [24]7 Vivid Speech solution
can deliver an intuitive mobile consumer experience to
as much of half of your customer base today. But what
about in one to three years, when smartphone
penetration reaches 80 percent? The [24]7 Vivid
Speech solution will enable you to effectively serve the
majority of your customer base.
Revitalize Your IVR with a
Groundbreaking Solution
About [24]7
[24]7 makes customer service and sales simple. Our
platform and applications use big data and predictive
analytics to understand customers and drive better
service and sales results for large enterprises. We do
this over 2.5 billion times a year for the world’s leading
companies.
[24]7’s platform enables an omnichannel interaction
experience. We connect customer interactions across
an enterprise’s web, mobile, chat, social, and phone
channels. It’s all in real-time and in the cloud.
Our solutions drive immediate business results. We
increase revenues, reduce service and sales costs, and
create more satisfied customers.
[24]7 serves the Global 100 market leaders in the
Financial Services, Retail, Telecommunications,
Technology, and Travel Industries. For more
information, visit: www.247-inc.com.
[24]7 Vivid Speech provides an ideal entry point to
mobile customer service and sales for existing IVR
deployments. It delivers an engaging, multimodal mobile
experience that dramatically reduces customer effort,
increases self-service automation, and drives better
business outcomes. Interactions are predictive and
personalized. And by showing consumers how easy
mobile interactions can be and acquainting them with a
mobile customer experience, it helps to promote your
mobile channel and mobile application.
For More Information
[24]7 Vivid Speech is the breakthrough solution that
intelligently combines speech + screen + touch for IVR
callers with a smartphone – with no download required.
To find out how you can transform your existing IVR
system into a next-generation, interactive system that
delivers a multimodal experience for your customers,
please visit us on the web at [24]7 Vivid Speech.
USA Sales Office: 910 E. Hamilton Ave Campbell, CA 95008-0610
Global Delivery Centers: Philippines, India and Central America
Contact: Phone: +1.650.385.2247 | Email: queries@247-inc.com
©2013.24/7 Customer, Inc. All rights reserved.
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