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Through comfortable self-service menu options, callers receive information pertinent to them, such as account balances, power outage reports, address changes, or payment arrangements. For a more proactive customer service experience, CARES IVR delivers personalized outbound messages to schedule or confirm appointments, send past due notifications, announce special offers or broadcast other time critical events. Outbound Notifications have proven to be an effective tool for reducing costs, man hours, and frustration.

IVR systems can significantly improve your customer experience by improving various metrics that traditionally have been annoyances for customer service callers.

Customer service interactions have a big impact on the customer experience. According to our data, customers will wait 12 minutes to reach a customer service agent over the phone. With an IVR system, you can reduce this waiting time and get your customers the help they need quickly. Through IVR systems, call centers can improve first-call resolution, which is the biggest factor of good customer experience. These are four major ways IVR tools improve the call center customer experience.

With IVR technology, a phone system starts a call by gathering caller information. As a result, a well-designed Interactive Voice Response system can greatly reduce the average hold time for a customer. It can also improve the rate at which the problem is solved with just one call. Customers may also be routed to self-service steps, allowing them to easily resolve their problems without any interaction with a human agent. This means less time spent on hold listening to music or pre-recorded announcements.

In addition, self-service is possible at any time of the day, meaning a customer can make inquiries at their own convenience.

Interactive Voice Response recognizes more than just single words. The caller can use voice prompts to make selections or provide complex information. This reduces friction for customers and provides more robust and fully featured self-service tools. A well-designed IVR system works similarly to a well-trained call center rep. By gathering personal information about a customer, or even integrating with a CRM database, the system can provide personalized special offers or inform them about relevant upcoming sales.

Customer experience team leaders can experience various benefits by using IVR. On the other hand, they also amount to one-hundredth the cost of live agent phone calls. If the managers provide their customers with options to meet their specific needs, automation rates and self-service adoption will increase.

As a result, the number of customers who seek agent assistance will go down. Again, proactive outbound messaging offers an efficient alternative to prevent spikes in the inbound call volume. A call center with many departments can be difficult to manage, especially with a large volume of customers calling in.

With Interactive Voice Response, a large portion of the management effort is relegated to IVR systems, which do a lot of routing and task management by themselves. Teams can then focus on serving customer requests.

Below are some samples of how you might want to design an IVR conversation between different call centers. Sample image of a multilingual IVR system for a global community. What do all of these sample IVR maps have in common? They clearly show how calls will be routed when a customer chooses an option. You can redesign these IVR maps to redirect a call to an available agent or voicemail, depending on the sequence of options keyed in or dictated by the caller.

Imagine how their customer journey would go once you launch your IVR system. You should therefore design it in a way that is easy and straightforward to use. The fewer steps it takes for them to either talk to a representative or leave a voicemail, the better. When developing your business personas, determine which customers are most likely to use the automation features. This will allow you to design them in a way that effectively meets their self-service needs.

Ideally, your main IVR menu should always be open, even outside business hours. An automated assistant through your IVR can handle inbound calls to further improve your customer experience.

Your IVR workflows should be able to answer simple inquiries such as store hours, locations, account balances, and shipping information. The abandon calls chart FIG. Displays the talk time of current calls.

The agent status summary FIG. The agent status chart FIG. The calls queued trend chart FIG. The calls queued by skill chart FIG. The agents queued by skill chart FIG. The Supervisor application of the present invention allows a menu window entitled quick view of calls and agents FIG.

The large number in the upper left displays the number of calls in queue The time figure in the upper right displays the length of time that calls have been in queue The row of numbers , preferably colored, displays how many agents are in each state.

The colors can correspond to the color legend on the ACD states toolbar as described before. A number, preferably black, at the far right of the row displays the total number of agents logged on. The Supervisor application of the present invention, every 15 minutes or as configured with the switch has the ACD server write out statistics to the historical database of the SQL server Managers are able to view, drill, filter the presentation of these statistics and retrieve reports from this database using the same flexible supervisor platform that provides the real-time reporting.

The following categories are available for custom on-screen reporting as shown in FIG. Agent productivity FIG. Agent productivity by hour FTG. Agent time sheet FIG. Total hours for the time period and average daily hours are displayed in the bottom text information area Call statistics FTG.

Setting the report properties gives many different options, such as total calls, answered calls, abandoned calls and average answer time, among others. The time period to display, agents and other information to display can also be set. Bucket history FIG. Calls by hour or fifteen minute FIG. Disposition code call log FIG. For this to be accurate, a system must be in place so that all calls can be logged by type of call disposition.

Calls by agent per hour FIG. The call center system of the present invention also includes a software agent phone interface, i. It is a flexible, non-obtrusive graphical user interface design and is easily minimized and can be keyboard or mouse driven. It can be multilingual. It has speed dial pull down lists and automated call code entry. Agents can quickly view their productivity with text based and graphical statistics. The soft phone requires minimal desk space i. The dial pad has three main functions: 1 to act as an ACD phone; 2 present information and statistics to the user; and 3 send messages to other windows applications.

The dial pad gives users the information required to measure their performance. The following types of information are available for viewing on the dial pad: 1 total ACD calls taken at the particular day; 2 total outbound calls placed at that day; 3 total inbound non-ACD NACD calls taken at that day; 4 average talk time for ACD, outbound and NACD calls taken that day; 5 calls in queue for the call center; 6 calls in queue charted for the last 15 minutes; 7 longest call waiting in queue; 8 time spent in the current state; 9 service level for the call center e.

Dial pad also has the following historical information available for the user who is logged in: 1 time card data; 2 upcoming work schedules; 3 call log; 4 customized speed dial list; 5 last ten outbound dials; and 67 current skills and proficiencies. Dial pad has three ways of placing outbound calls: 1 direct dial, 2 speed dial, and 3 smart dial.

In direct dial, the user keyboards the number in and hits dial just like a cell phone. Characters are automatically converted to numbers e. A list is kept of the last ten numbers dialed so that the user can quickly redial. In speed dial, the dial pad has a drop down list that shows the names a user has previously set up. A user can click one of these names and the number is dialed. Whenever the user logs in, the user will obtain their own speed dial list. In smart dial, the dial pad will automatically dial and track numbers of an outbound campaign.

A database table is populated with names and numbers for a campaign. Dial pad requests the next number and the ACD server dispatches it to the user. The dial pad user identifies the result of the call. The ACD server is notified and reclassifies the number accordingly. Smart dial is not as powerful as a predictive dialer, such as those dialers known to those skilled in the art, but a smart dial application enhances an agent's ability to manage an outbound campaign.

Dial pad will also locate another agent who is logged in for the station. A user types 11 11 and the agent's user name e. The LED is used for the primary display of data. The dial pad keys provide fourteen 14 fixed function keys and a standard dial pad. Upper and lower information panels , provide call and state information and agent statistics. The lower panels of the dial pad remain visible regardless of which tab is showing.

Both panels also remain visible when the auto-hide feature is activated. There are two information panels: upper and lower , The upper panel has information about incoming and outgoing calls.

Skill names are listed in a skill name field for incoming ACD calls to help the user answer calls appropriately. Call and state information and agent statistics is displayed on the lower panel The time is listed in a current state field , and indicates how long the agent has been in the current state, including incoming or outgoing calls.

This will restart as the state changes or in new call begins. A number of calls in queue field indicates how many callers matching the agent's skills are waiting in queue. A longest wait in queue field indicates how long the first caller matching the agent's skills has been in queue. The current state field indicates which state the agent is currently in.

A green light indicates connectivity, i. As noted before, the dial pad keys include various function keys. Xfer allows the agent to transfer an incoming or outgoing call to another party. The user enters the number of the new party in the data screen, clicks Xfer, and after announcing the call, clicks Xfer to connect the two parties.

To abort the transfer, the user clicks restore hold. This does not place the caller on hold. To cancel, the user presses mute again and redial , i. Conf adds multiple parties to a conversation. During an existing call, the user enters the additional number in the data screen, clicks Xfer , and after announcing the call, clicks Conf to add the new party to the conversation. Hold places an incoming or outgoing call on hold. The button changes to Restore while the call is on hold.

The user clicks Restore to return to the call. Restore takes a call off hold. Cancel allows the user cancel both incoming and outgoing calls. The Cancel function can also be used with Xfer and Conf to transfer calls or add additional parties to a conversation.

Dial allows the user to enter a number in the data screen and dial the number. Return and enter on the computer keyboard are the same as clicking dial. To enter a number, the user clicks on the dial pad numbers with the mouse or types the numbers using the computer keyboard.

For a number such as ACME, the hang up or agent can simply type the corresponding letters on the computer keyboard. Ready places the station in ready sate, allowing the agent to accept calls. Other tabs could include wrap, which places the station in wrap states. Wrap is a temporary work state to use while finishing up call-related activities.

A password or agent number may be required. To log off while in ready or wrap state, the user first clicks out , and then log off. Menu opens up an additional menu of options. Clicking anywhere on the dial pad with the right mouse button will also open the options menu , as shown in FIG.

Speed dial saves the last number and allows the agent to save the last number dialed into the speed dial list. A dialog box will open asking for the name to use with the number.

By editing entries in a window, the agent can add, delete and edit entries in the speed dial list found on the speed tab. There are also various options available, but not illustrated. These are included in the window that opens clicking options. A forward option forwards all calls to another extension.

A window will open to enter the extension for calls to be forwarded. A forward or no answer option is the same as forward, but only forwards if there is no answer e. A clear forward option cancels call forwarding. The set message option allows the agent to enter a short message that will be displayed on an internal caller's telephone when they call the agent's extension e.

The clear message option clears the message the agent has entered. The view option has several functions including a skill list that lists the skills that the agent has been trained to perform.

A call log function displays a log of all call activity for the agent showing type of call, time that the call was made, customer, skill, DNIS, handling time, length of the call and the call status. A call queue opens a chart showing the number of calls currently in queue. The configure option allows the agent to modify station configuration settings such as distinctive ring and auto-hide position for the dial pad.

Configure also contains a debugging tool for troubleshooting. Set Auto-Hide Position—Sets the location where the dial pad will reside when in auto-hide mode. The user can enter the number of pixels from the left edge of the screen.

Open Debug Window—Opens a window showing a log of all station activity. This is used by system administrators to trace down problems. The auto-hide configuration allows the dial pad to become a drop down toolbar while another program is used.

Dial pad will still show the bottom two panels of information and will return to its full state when the mouse cursor moves over it. The Stats tab shows the stats statistics FIG. The Time tab FIG. Automatic call distribution are calls that are automatically routed to the agent based on agent skills and caller queue time.

Outbound calls are any outgoing calls made by the agent. NACD non-ACD calls are calls that were placed directly to the agent or were transferred to the agent from another station. Speed tab FIG. These are numbers that the agent frequently calls from the station. The user clicks on the letter next to the name to dial that number.

These numbers can be edited in speed dial which is accessed from the menu button on the phone tab. The graphical user interface used with the IVR scripting is the interface used for the ACS scripting functions as described above. The IVR server can operate on a Windows NT server as illustrated, which allows the system to operate with minimal user intervention and allows the system to automatically restart without requiring the administrator to log back into the system.

The various drawing figures in FIGS. The IVR administrator application allows the user to define the number of lines to be defined within the IVR server and the number of allowable ports, which can be configurable and dependent upon the maximum number of licenses purchased in a desired commercial setting. Each IVR line can be configured as either a digital or an analog line, dependent upon the type of hardware configuration purchased.

Under certain configurations, it is possible for a single IVR server to support. Routing scripts can be assigned to each line individually, or to the entire group of lines in order to define the routing treatment that callers are to receive when they are being processed through the IVR server.

This routing treatment may include the transfer to another dialed number. The IVR administrator application allows the user to configure the transfer characteristics of a trunk to trunk transfer via an IVR. The IVR ports can be monitored via a display not shown , which could be color coded. The colors could toggle as different line events occur, informing the administrator of the real-time status of each line.

The script or construction editor, as exemplified by the open window shown in FIGS. It can be divided into four sections: 1 command toolbar; 2 action toolbar; 3 property display; and 4 main script. The IVR script editor in one aspect of the present invention can include a command toolbar not shown as part of the GUT interface. A command toolbar could be used and consist of icons not shown that provide a shortcut to a menu command. The icons perform the several functions, and can also be entered through the File menu shown in FIGS.

New Script—Clears the main script display in order to start a fresh script. Open Script—Loads an existing script from the database for editing. Save Script—Saves the active script.

If the script has never been saved before, a Save As dialog will appear prompting you for the name of the new script. Run—Executes the script in a debugging mode. Import Script—Loads a script from a text file. Export Script—Writes the active script to a text file.

This feature allows the administrator to back up scripts or transport them to another system. Step—Executes the next action of the script in a debugging mode.

This is the same as Run, but only one action at a time will be executed. Pause—Pauses the execution of the script. A step button is used to proceed action by action after pause or the user clicks Run to continue. An action toolbar contains tabs, as illustrated in FIG. Each of FIGS. Each icon represents an action that can be placed in a script, and each tab represents a specific category of actions. The script editor in one aspect of the present invention includes a property display The property display is a versatile input and information tool.

It has three modes of display: action properties, connection info and script variables. When an icon is highlighted in the script display window, the property display indicates the action properties pertaining to that icon or action. The behavior of each action is determined by its properties and results. Properties may be entered at design time through the property display and govern things such as the voice prompt to play and the number of digits to capture.

Results are the resulting condition of the action after execution and govern the next action to be executed. They are also listed in the property display with their names enclosed in parenthesis, such as the Term Digit of FIG. Results are often referred to as branch conditions because they determine the direction of script flow. Each item in the property display is an individual property of the highlighted action.

Each property is of three different types: read-only, string and list. A read-only property is for viewing purposes only and cannot be changed through the property display. When the value of a list property is double-clicked, the next item in the list is automatically chosen.

Actions can be represented as icons in the script as shown in the display window in each of FIGS. A script is made up of many actions connected together in a manner that is logical and flowing. Between these actions reside the body of the script. Connection into is shown whenever a connection is clicked on. No items in the connection into may be directly modified. They include: source, destination, type and condition pertaining to the line connecting two icons.

The property display may also indicate script variables when a script is running in a debug mode. In this mode, each script variable is listed with its value. The script for construction editor includes a main script display , which is the largest window in the IVR construction editor mode. Scripting is performed in this window. Scroll bars on the right and bottom allow a script larger than the screen to be edited. To add an action to the script, a user clicks a respective icon in the action toolbar , moves the mouse to the desired location in the script display, and clicks a second time.

While the icon is selected, it will appear in place of the mouse cursor while inside the script display When adding consecutive actions to a script, if the previous action is appropriate, a line called a connection will automatically be drawn between the previous icon and the newly added icon.

Connections are preferably shown as black or red lines with an arrow in the middle. The arrow indicates the direction the script will flow when it reaches that point.

A red line indicates the flow is from right to left, while black is from left to right. Once several actions have been added to the script, they may be selected so their properties can be edited. For example, a red box surrounding active icons indicates that they are available to be edited. A selection of icons can be cut, copied and pasted following standard Windows procedures. Commands are available in the edit menu FIG. Some actions have a supplementary property sheet to simplify their configuration.

Double-clicking those icons will open a custom property dialog not shown. A user can right click any icon to open a menu of choices. The last choice is edit properties, which will only be available for certain actions. The lines connecting the icons in the script display , referred to as connections, can be clicked on to reveal their properties in the property display.

When selected, a connection will have red dots at either end. A connection can be deleted when it is selected by pressing the delete key on the keyboard or clicking edit-delete connection.

Although different menus could be used in the present invention, the following examples are representative of what can be used in the call center system of the present invention. In another aspect of the present invention, various tools permit the construction of scripts in accordance with the present invention. String substitution allows variables to be substituted in any field that expects a string. To invoke substitution, a user can enclose a variable name in angled brackets e.

An expression evaluation allows complex mathematical expressions to be evaluated in real time. Several actions expect numeric values as parameters. In these cases, an expression may be used in place of a pure number. An expression includes numbers, variables and math operators. When any place allows the use of variables in string substitution as well as expressions , a variable method may be used.

A variable method is a function attached to a variable separated by a dot. For example, to reference the length of a string variable, a length method can be used: phone. Methods may accept parameters enclosed in square brackets [param]. Examples include:. Because the IVR software interface of the present invention uses a dynamic scripting language, variables do not have a defined type. When a variable is referenced as a string, it is treated as a string. Variables which are referenced as numbers are treated as such.

Any time a variable is created, two values are stored internally. One is the string value and the other is the numeric value, Numbers are all stored as extended floating point values. Therefore, any computations will maintain a high degree of precision. When a number is converted to a string, the conversion uses the minimum number of digits to represent the value.

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