Nigel Ferris
Solution Architect, Voxeo
DESIGN ONCE,

DEPLOY ANYWHERE



EXTENDING YOUR IVR

INVESTMENT TO MOBILE"
•  Business Benefits of Building Unified Channels
•  Why CXP lends itself to mobile as well as IVR
•  Enhancements in CXP ...
•  Engage in a 2-way text or Twitter conversation with a
customer, gathering details, providing information and
offering t...
• Interact with your customer how THEY choose
• Provide consistent interaction regardless of
channel
• Re-use existing fun...
6
Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere
• Modular approach
• ‘Dialog’ paradigm
• Dynamic creation of markup language
• Mobile channels are just another option
Fea...
Building Mobile Apps
with Voxeo CXP
8
CONSISTENT USER INTERFACE
Dynamic creation of markup language
9
Just right click!
How easy is it to add a new channel?
10
Enhancements in CXP 13
for mobile
• Design views by channel
• Web-form ‘widgets’
• jQuery mobile
• Google Analytics
11
Channel Specific Views
12
Single-Channel Development:
Focus on the one channel
Multi-Channel Development:
Focus on one cha...
jQuery Mobile ThemeRoller
Easily Apply Corporate UI
Styles to your Mobile App
Easy-to-use graphical interface for designin...
Web Form Widgets
Combines inputs on one screen
Page Content Top
Input Elements
(Widget Object)
Submit Button
Page Content ...
Enabling Rich Mobile Customer
Experiences http://bit.ly/smarthealth01
Google Analytics: Content Pages
Cross-Channel Analytics
17
•  Your customer wants to use different channels
•  You need to have one view of your customer’s
interactions
•  Voxeo CXP...
Thank You!
DESIGN ONCE,

DEPLOY ANYWHERE"
Voxeo Summit Day 1 - Extending your IVR investment to mobile
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Voxeo Summit Day 1 - Extending your IVR investment to mobile

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Voxeo's “Design Once, Deploy Anywhere” architecture

Nigel Ferris, Voxeo Solutions Architect

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Voxeo Summit Day 1 - Extending your IVR investment to mobile

  1. 1. Nigel Ferris Solution Architect, Voxeo DESIGN ONCE,
 DEPLOY ANYWHERE
 
 EXTENDING YOUR IVR
 INVESTMENT TO MOBILE"
  2. 2. •  Business Benefits of Building Unified Channels •  Why CXP lends itself to mobile as well as IVR •  Enhancements in CXP 13 for mobile Agenda Extending Your IVR Investment to Mobile 3
  3. 3. •  Engage in a 2-way text or Twitter conversation with a customer, gathering details, providing information and offering to pass the information to an agent who can call them back? •  Answer a request for a web chat, gathering useful information BEFORE engaging a live agent? •  Display a web page for self-service with value-added content and even in-built audio! •  …report back on how useful your customers find these new ways of communicating. What if your IVR system could also… More Service, Less Cost 4
  4. 4. • Interact with your customer how THEY choose • Provide consistent interaction regardless of channel • Re-use existing functionality and back-end integrations • Unified analytics •  Study IVR vs Mobile vs Text in one place Benefits Business Benefits of Building Unified Channels 5
  5. 5. 6 Mobile – a native Voxeo CXP channel Design Once, Deploy Anywhere
  6. 6. • Modular approach • ‘Dialog’ paradigm • Dynamic creation of markup language • Mobile channels are just another option Features Why CXP lends itself to Mobile 7
  7. 7. Building Mobile Apps with Voxeo CXP 8
  8. 8. CONSISTENT USER INTERFACE Dynamic creation of markup language 9
  9. 9. Just right click! How easy is it to add a new channel? 10
  10. 10. Enhancements in CXP 13 for mobile • Design views by channel • Web-form ‘widgets’ • jQuery mobile • Google Analytics 11
  11. 11. Channel Specific Views 12 Single-Channel Development: Focus on the one channel Multi-Channel Development: Focus on one channel at a time
  12. 12. jQuery Mobile ThemeRoller Easily Apply Corporate UI Styles to your Mobile App Easy-to-use graphical interface for designing color schemes, fonts, button styles, etc.
  13. 13. Web Form Widgets Combines inputs on one screen Page Content Top Input Elements (Widget Object) Submit Button Page Content Bottom
  14. 14. Enabling Rich Mobile Customer Experiences http://bit.ly/smarthealth01
  15. 15. Google Analytics: Content Pages
  16. 16. Cross-Channel Analytics 17
  17. 17. •  Your customer wants to use different channels •  You need to have one view of your customer’s interactions •  Voxeo CXP is inherently multi-channel and now optimized for mobile web as well. In Summary Extending Your IVR Investment to Mobile 18
  18. 18. Thank You! DESIGN ONCE,
 DEPLOY ANYWHERE"

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