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Interactive Voice Response (IVR) and Computer Telephony Integration (CTI) applications are critical features of today’s customer service centers. Well-tuned applications can result in millions of dollars per year in savings. As call centers & help desks are charged with doing more with less, maintaining excellence in service quality, and cutting costs, the most efficient and profitable use of IVR/CTI technology – technology that is changing -- is critical.

This seminar explains the start to finish process of IVR and CTI systems: From the purchase process, and design and tuning up existing applications, to the deployment of new systems and applications. You will be exposed to practical hands-on techniques for harvesting, defining and organizing your business rules.

The focus of the seminar is on real life experiences with workshop examples providing a roadmap to success with your IVR and CTI self-services applications. In addition, the seminar will discuss how to match web self-service with IVR self service and provide insight into the most important uses of the information entered into the IVR.

Attend this workshop and you will have the information and guidance you need to:

• Drive up your call center productivity by 50%
• Learn how to expand your capabilities in the IVR and CTI world
• Receive invaluable techniques for improving automation within your customer service center
• Re-engineer existing IVR applications
• Add new applications with proven ROI
• Realize the financial benefits of implementing a CTI screen pop
• Improve your IVR success rate by 25-50%
• Discover how to present the Return on Investment of your IVR/CTI application
• Improve your call flow without customers having to repeat themselves
• Move common tasks from your live agent to IVR self service
• Learn the do's and don'ts of adding speech recognition
• Explore what CTI can do for your agent quality and productivity
• Develop real business cases that provide the answer to whether your IVR application should be outsourced
• Learn a time tested methodology for RFP analysis including weighted decision matrix
• Learn how to design a self service IVR application

Look at this agenda!

Replacing an Existing Interactive Voice Recognition (IVR) System

• Studying departments that stopped using the IVR because of dissatisfaction
• What speech recognition can do for existing applications
• Pros and con’s to adding speech to an existing IVR
  • Tier 1-4 speech recognition
  • What level of speech do you need
  • Who are the leading speech recognition vendors
• Needs analysis
  • The interview process
• Getting management buy-in
  • Building high level ROI for cost justification
• Turn your agents into an IVR for a day
  • Do you have applications that can be performed in the IVR
• What to look for when purchasing an IVR system
  • The RFP Process
  • How to calculate the ROI on the application
  • How to leverage your existing infrastructure i.e. Java etc.

IVR Re-Engineering Process

• Examine the existing call flows and existing system capabilities
• How to deal with reporting problems and a IVR system having incorrect data

Investing in a Computer Telephony Integration (CTI) System

• What will CTI do for my company?
  • CTI's impact on agents
  • CTI's impact on customer satisfaction
• How to calculate the ROI on the application
  • Performing high level ROI for the cost justification
  • Cost of implementing CTI
  • Determining time savings to be derived from CTI
  • What is the value of CTI to the customer?
• Will your existing IVR support CTI?
• What to look for when purchasing a CTI system
  • Defining the requirements; conducting a needs analysis
  • Determining the need for speech in your application
  • The RFP Process

Service Bureaus

• Pros and cons of using a service bureau
• Financial model for service bureaus

Application and System Maintenance Options

• Do they provide CTI integration?
• Disaster recovery options

Premises Base

• Pros and cons of premise based IVRs
• Financial model and required management skills for premise based IVR
• Maintenance Arrangements
• Will the IVR support your call center systems now and in the future?

Hybrid Solutions

• Example of vendors
• Pros and cons of a hybrid solution
• Financial model and required management skills for a hybrid solution
• Disaster recovery options

IVR New Application Development Methodology

• Steps to ensure a successful implementation
• Common pitfalls to avoid
• In depth analysis of each phase
• Who should be part of the team?
• Speech vs.no speech -- how does that change the plan?
• Review of a sample project

IVR Re-Engineering Development Methodology

• What steps are different in re-design?
• Speech enabling an existing IVR application -- what complexities are added
• Who should be part of the team
• Marketing the re-design

Performing an IVR Assessment of Your Current Environment

• Determining whether your existing IVR upgradeable
• Adding speech recognition to your existing applications
• Are you getting the most out of your existing IVR?
• How to add new applications to your existing IVR system
• Determining which call types have IVR potential
• Prioritizing new applications by financial impact to existing operations

Designing Self-Service IVR applications

• Case Study
• Where to look for the self-service application
• How to create the ROI
• Reporting and driving the right behavior
• How to position a self-service application
• Capturing business requirements

Building a Business Case for IVR Re-Engineering and CTI

• Hands-on start to finish business case study for new IVR application
• Hands-on start to finish business case study for performing a IVR re-engineering project
• Hands-on start to finish business case study for adding CTI

Seminar Schedule

June 18-19, 2003*

Boston

Hynes Convention Center ()

Registration Fees

The per student registration fee for this seminar is $1,295, and includes the seminar, course materials, and refreshments.

Class begins at 9:00 AM and ends at 5:00 PM each day. Please arrive at 8:30 AM on the first day to register and meet fellow attendees.

* Maximize your learning experience. Register for an additional two days of training for four full days of training! Computer Telephony Integration and Interactive Voice Response Technologies will be immediately followed by:

Call Center Benchmarking, Best Practices, and Beyond

Register for both classes and save $395!

To register, call (708) 246-0320 or click on the "Register" button below.

Payment is due prior to the seminar, including payment on purchase orders.  If payment is not received, a credit card hold will be required for participation.  This card will only be processed if payment has not been received within two weeks following the conference.

Cancellation Policy.  Registrants may cancel up to ten business days in advance of the seminar start date for a full refund, less administrative fees of $300.  Or, you may transfer your registration to another date or member of your company at no additional charge.  Please notify us as soon as possible. Registrants cancelling within fourteen days of the seminar will receive credit, less administrative fees of $300, toward any other Resource Center seminar.  In the unlikely event that a seminar must be cancelled, you will be notified at least one week prior to the seminar date. Seminar provider is not responsible for losses due to cancellation including losses on advanced purchase airfares.

Agenda, course dates, and locations are subject to change.