In our current world of rapid globalization, more business is being conducted over the telephone and internet than ever before with key players often never meeting face-to-face. This allows small businesses to have a larger reach and market than they might have been able to achieve only a few years ago. Unfortunately, there are those in the world looking to fraudulently capitalize on these types of transactions. Companies have to be ever vigilant in the fight against identity theft and payment fraud. Most financial institutions rely on customer-defined PIN numbers, passwords and security questions to verify identity and complete electronic or telephone transactions. Other businesses are just as vulnerable yet they rarely require any kind of verification to complete an order or transaction.
Voice Commerce has developed a platform to provide voice identification, verification and payment services for businesses. The VoiceTransact Trust Center uses voice signature information to identify and verify a customer's identity before allowing a transaction to be completed. Not only can this technology be utilized to reduce payment fraud and identity theft perpetrated on a business, it could also help reduce call center costs by eliminating the time taken by an operator to verify a customer's identity. An IVR system could be implemented to verify the identity of a caller as part of the process of routing the caller to the correct call center operator. This would would allow the call center operator to immediately begin work on the customer's issue rather than having to spend time verifying the caller's identity through security questions and PIN numbers. Voice-based identification technology may not put an end to identity theft and fraud, but it will surely reduce the number of cases and could improve business processes along the way.
Wednesday, November 11, 2009
Monday, November 9, 2009
IVR Cheat Sheet
Anyone who employs an IVR system in their business knows that customers can feel frustrated and taken for granted when not immediately connected to a live operator to resolve an issue they've called about. In an effort to help businesses make a more user friendly IVR system, angel.com has created the IVR Cheat Sheet for Business. The cheat sheet lists ten key concepts that can help a business create a pleasing and useful interactive environment that will encourage customers to utilize it for self-service and still be satisfied with the results.
The cheat sheet simplifies and summarizes lists created by other IVR specialists and focuses the tips on simplicity and communication. Studies have suggested that users respond better to IVR menus that are not overly complex and achieve results in a short time. It is best to keep the numbers of choices limited otherwise the user will become overwhelmed. Communication with the customer is key. As they are waiting on hold or for data retrieval, information about approximate wait time is important so that customers do not feel that they have been left in limbo. Audience perspective is key when writing an article or delivering a speech so it should also apply to IVR systems. Taking users perspective into account will ultimately help improve overall customer satisfaction.
The cheat sheet simplifies and summarizes lists created by other IVR specialists and focuses the tips on simplicity and communication. Studies have suggested that users respond better to IVR menus that are not overly complex and achieve results in a short time. It is best to keep the numbers of choices limited otherwise the user will become overwhelmed. Communication with the customer is key. As they are waiting on hold or for data retrieval, information about approximate wait time is important so that customers do not feel that they have been left in limbo. Audience perspective is key when writing an article or delivering a speech so it should also apply to IVR systems. Taking users perspective into account will ultimately help improve overall customer satisfaction.
Tuesday, November 3, 2009
IVR from Microsoft
As speech recognition software continues to improve, its IVR technology is growing. The days of pressing number keys to navigate menus is coming to an end and voice response systems are becoming more common among companies and more acceptable to consumers. Complicated customer service procedures can now be carried out more easily with the voice response systems than with touch-tone systems, so much so that Microsoft has entered the market.
After the acquisition of the Tellme Networks in 2007, the Speech at Microsoft group was formed to utilize and market the technology. In addition to speech recognition applications in the works for use on home and office PCs, Microsoft recently introduced an outbound IVR system. Besides the standard function of calling customers with important account alerts, the IVR is capable of allowing customers to act upon the alerts through further voice response menus. The system is optimized to work on all common customer communication platforms: telephone, text messaging, email, instant messaging and web browsers. The end result is a highly personalized customer self-service experience. As companies continue to cut costs, they will likely employ more systems like Microsoft's to communicate and do business with their customers.
After the acquisition of the Tellme Networks in 2007, the Speech at Microsoft group was formed to utilize and market the technology. In addition to speech recognition applications in the works for use on home and office PCs, Microsoft recently introduced an outbound IVR system. Besides the standard function of calling customers with important account alerts, the IVR is capable of allowing customers to act upon the alerts through further voice response menus. The system is optimized to work on all common customer communication platforms: telephone, text messaging, email, instant messaging and web browsers. The end result is a highly personalized customer self-service experience. As companies continue to cut costs, they will likely employ more systems like Microsoft's to communicate and do business with their customers.
Saturday, October 31, 2009
Real Estate IVR
IVR has proven to have many resource saving applications over the years. Many businesses have learned that implementing IVR systems can allow them to handle and route more inbound calls than they could with only live operators thus maximizing their ability to assist more customers. One such industry that has had very positive results with IVR systems is real estate. A recent study by Baylor University indicates that after personal referrals, IVR systems are the best method for new lead generation in the real estate business.
AdTrakker technology uses an IVR system with a unique phone number assigned to each real estate property. When a prospective buyer calls about a particular property, they are presented with a recorded message about the property and then given the option to be connected to a live agent or leave a voicemail. The AdTrakker system also has the capability to capture a buyer's name, phone number and address. Knowing where a buyer called from allows agents to estimate the buyer's current property value and use that information to identify listings that would be in the price range of the buyer. This concept may seem simple but it illustrates how an IVR system can be used in an uncomplicated manner to achieve excellent results for a business.
AdTrakker technology uses an IVR system with a unique phone number assigned to each real estate property. When a prospective buyer calls about a particular property, they are presented with a recorded message about the property and then given the option to be connected to a live agent or leave a voicemail. The AdTrakker system also has the capability to capture a buyer's name, phone number and address. Knowing where a buyer called from allows agents to estimate the buyer's current property value and use that information to identify listings that would be in the price range of the buyer. This concept may seem simple but it illustrates how an IVR system can be used in an uncomplicated manner to achieve excellent results for a business.
Tuesday, October 27, 2009
IVR Overdose
In light of the current economic situation, companies are learning how to do more with less in order to survive. This impacts customer service as much, if not more than other segments of a business. Even before economics pushed companies to cut costs, many businesses began utilizing IVR systems as a way to reduce overhead and ask their customers to handle common issues through a self-service solution. Although some research indicates that consumers have accepted telephone-based self-service, there is also resentment when companies put additional burdens on their IVR systems and force customers to resolve more complex issues with little help from live operators.
Research from 2007 indicates that 91 percent of American consumers already feel that companies expect customers to handle too much on their own with IVR systems. This has a directly negative impact on customer satisfaction and drives consumers away. However, the same research indicates that consumers are willing to utilize other technologies for self-service such as web-based or text message-based systems. It is important for businesses to consider the the complexity of the self-service solution before deciding to implement it on a specific platform.
The ability for a customer to see a list of options increases the ease of navigating a complex self-service menu. This can be achieved more easily in a web-based or visual IVR environment than in a standard IVR system. Similarly, the option to speak to a live operator should not be perceived by a company as a last resort for helping a customer. Some people want to use self-service, while others will always desire help from a human being. It is important to design IVR systems to take that fact into account as most callers are very frustrated when they finally reach the elusive operator. As the economy improves, certain cost control measures will likely remain in place as a means of improving profits. It is of the utmost importance for companies to maintain useful but not overwhelming IVR customer self-service systems.
Research from 2007 indicates that 91 percent of American consumers already feel that companies expect customers to handle too much on their own with IVR systems. This has a directly negative impact on customer satisfaction and drives consumers away. However, the same research indicates that consumers are willing to utilize other technologies for self-service such as web-based or text message-based systems. It is important for businesses to consider the the complexity of the self-service solution before deciding to implement it on a specific platform.
The ability for a customer to see a list of options increases the ease of navigating a complex self-service menu. This can be achieved more easily in a web-based or visual IVR environment than in a standard IVR system. Similarly, the option to speak to a live operator should not be perceived by a company as a last resort for helping a customer. Some people want to use self-service, while others will always desire help from a human being. It is important to design IVR systems to take that fact into account as most callers are very frustrated when they finally reach the elusive operator. As the economy improves, certain cost control measures will likely remain in place as a means of improving profits. It is of the utmost importance for companies to maintain useful but not overwhelming IVR customer self-service systems.
Friday, October 23, 2009
Academic Research Through IVR
IVR technology has been used widely for many purposes beyond customer service including automated opinion polling and market research questionnaires. Behavioral researchers at the University of Buffalo have taken it a step further and are currently applying the technology in two National Institute of Health funded studies. The research involves investigating the effects of alcohol, marijuana and the situational behaviors that are associated with their use. The IVR systems are configured to make random calls to subjects' cell phones and conduct surveys of their experiences with respect to their use of alcohol and marijuana.
In the past, these studies have relied on subjects taking surveys at scheduled times and giving their responses based on remembering what they were thinking and feeling at moments in the past. With the use of IVR technology, subjects can be inconspicuously surveyed over their cell phones while they are actually partaking in alcohol or marijuana and can give much more relevant responses. Not only does this give more pertinent data for the study, but it also increases the privacy of participants. The true test of this survey methodology and it's future will be to see how it compares with similar studies conducted in more traditional manners.
In the past, these studies have relied on subjects taking surveys at scheduled times and giving their responses based on remembering what they were thinking and feeling at moments in the past. With the use of IVR technology, subjects can be inconspicuously surveyed over their cell phones while they are actually partaking in alcohol or marijuana and can give much more relevant responses. Not only does this give more pertinent data for the study, but it also increases the privacy of participants. The true test of this survey methodology and it's future will be to see how it compares with similar studies conducted in more traditional manners.
Tuesday, October 20, 2009
IVR and H1N1: Round Three
As fall begins in North America, there is a heightened level of anxiety about the flu spurred by fears of an H1N1 pandemic. Earlier this year, the outbreak that began in Mexico and quickly spread around the world was a bit over-hyped by incessant media reports about growing numbers of cases and deaths caused by the virus. The initial outbreak occurred near the end of the flu season in the northern hemisphere so it's effects were likely less than if the outbreak had occurred at the beginning of the season. Now that North America is entering a new flu season, more precautions than usual are taking place in businesses and schools to avoid being dramatically impacted by the H1N1 virus.
Earlier this year, many technologies were employed in various ways around the world to disseminate information about the spread of the flu and where individuals could seek medical treatment if infected. The health ministry of India deployed an informational IVR system to offer advice for those infected while some colleges in Canada implemented proactive IVR systems to periodically monitor student health. SoundBite has recently joined the fray with the introduction of an IVR system that will not only keep employees informed about the latest H1N1 news but will also make outbound notification calls when on-site flu shots are to be administered. This proactive approach is an effort to minimize the number of employees that are affected by the virus causing them to miss work. In this rapidly shrinking world, the issue of a global pandemic is more real than ever and preparedness is key to avoiding a health disaster. Of course, a preemptive strategy is only part of a business continuity plan and organizations must be prepared if they are unable to contain an outbreak among employees.
Earlier this year, many technologies were employed in various ways around the world to disseminate information about the spread of the flu and where individuals could seek medical treatment if infected. The health ministry of India deployed an informational IVR system to offer advice for those infected while some colleges in Canada implemented proactive IVR systems to periodically monitor student health. SoundBite has recently joined the fray with the introduction of an IVR system that will not only keep employees informed about the latest H1N1 news but will also make outbound notification calls when on-site flu shots are to be administered. This proactive approach is an effort to minimize the number of employees that are affected by the virus causing them to miss work. In this rapidly shrinking world, the issue of a global pandemic is more real than ever and preparedness is key to avoiding a health disaster. Of course, a preemptive strategy is only part of a business continuity plan and organizations must be prepared if they are unable to contain an outbreak among employees.
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