Tropo Customer Show and Tell

Opiniator, AwayFind, OneReach, MojoLingo and Speak2Leads

Transcript

1. Customer Show and Tell
2. Matt Selbie, President
3. 3 opiniator ask - answer - act Actionable, Real-time Customer Feedback via Cell Phones Matt Selbie Founder / President mselbie@oberon3.com 260-673-5243 GOOD OK POOR ALERT NOW
4. 1. Suffered by all businesses 2. Usually sudden and surprising 3. Large brand exposure via social media 4. Big cash impact 5. Traditional feedback tools are ineffective 6. Hence the prompt business action that would prevent defection, DOES NOT HAPPEN – so customers defect. Problem – Customer Defection 4 opiniator
5. 5 95% of corporate USA collect customer feedback Gartner – Oct 2006 Yet only 10% use it to deploy, and improve Cause? – No Action from Feedback opiniator
6. 1.  Delivered at the point of experience via the customer’s own cell phone 2.  Reaching 100% of customers 3.  Using voice, SMS or any web device 4.  With real-time analysis and alerts 5.  Available 24/7 to the business 6.  Independent of the business’ system 7.  Delivered as SaaS model 6 Solution – Actionable Feedback
7. 7 Process – How it Works 1. Ask 2. Answer 3. Act On premise customer call to action with instructions – poster, cards, table talker Customer takes short survey, via his mobile phone - voice, SMS or web Feedback analyzed, and published on-line. Alerts sent to staff when scores out of norm Business reviews acts on alerts, fixes issues, recovers and retains customers – no complaints “Please take a survey” CUSTOMER BUSINESS opiniator
8. 8 Example Use Case – Ehrlich Pest
9. 9 Planned Parenthood Patient feedback about center performance. English and Spanish Example Use Cases opiniator
10. Strategic listening of customers using their cell phones at point of experience so you KNOW how they are thinking & what they want and can correct & adjust your offer there and then so your business WILL increase customer loyalty and you will make more $$$ OPINIATOR – Value Proposition
11. So What? - Cash and Opportunity 11 opiniator Firefly / Greenfield - The Economic Impact of the Customer Experience in the U.S – Feb 2010 “Poor Customer Service Costs US Companies $83 Billion Annually” “Cutting defections in half can double the firm’s growth rate and reducing customer defections by just 5%, increased overall profits by 30 %.” Fred Reicheld – The Loyalty Effect April 1998
12. Contact: Matt Selbie : CEO Oberon3 : mselbie@oberon3.com : www.opinator.com : 260 673 5243 12 opiniator ask - answer - act
13. Tom Colamonico, VP of Sales
14. Voxeo Summit Radish: Tom Colamonico, VP of Sales Darryl Jacobs, Sr Engineer, IVR and Mobile Products
15. What is ChoiceView?
16. IVR Agony “Please listen carefully as our menu choices have changed.” Current Solution: Lengthy phone trees
17. Visual IVR Killer App   ChoiceView Solution: ”Please tap your selection at any time."   Provides visual menus, visual response, audio response,   Call transfer to live agent with triage data to personalize the greeting and recognize the reason for the call.
18. Voxeo IVR with ChoiceView
19. ChoiceView Endpoints   ChoiceView App – iOS and Android   Software Developer’s Kit (SDK)  ChoiceView Protocol on mobile devices   Live Agent and IVR Software  Agent desktop and existing Voxeo IVR  Coming Soon – ChoiceView REST API   Widget for Mobile Websites  ChoiceView launch from website  Phone call and text-only modes
20. Voxeo IVR with ChoiceView ChoiceView equipped Agents Smart Device Users ACD ChoiceView CaaS platform GSM/3G/4G/WiFi How it Works ChoiceView equipped PC users Voice via VOIP or PSTN Data via Internet
21. Mobile Market Growth
22. Mobile Support
23. 23 ChoiceView/Voxeo Solution “ChoiceView delivers efficiencies in the contact center.” Chuck Blumenkamp, with 29 years running Verizon, Contel, & GTE contact centers Advantages   ChoiceView REST API   Free app for their iOS and AOS   Visual menus   Visuals that can be saved in ChoiceView   Less time with more satisfaction
24. Problems We Solve
25. What it Does
26. Jared Goralnick, Founder
27. Jared Goralnick, Founder +1 240-289-2289 jared@awayfind.com 27
28. Lessons-Learned In Building a Notifications Product | AwayFind 28 Voxeo Summit
29. Lessons-Learned In Building a Notifications Product | AwayFind 29 Voxeo Summit
30. Lessons-Learned In Building a Notifications Product | AwayFind 30 Voxeo Summit
31. Lessons-Learned In Building a Notifications Product | AwayFind 31 Voxeo Summit
32. Lessons-Learned In Building a Notifications Product | AwayFind 32 Voxeo Summit
33. Lessons-Learned In Building a Notifications Product | AwayFind 33 Upcoming meeting Your Family Deal that is closing Voxeo Summit Voice Push SMS
34. Lessons-Learned In Building a Notifications Product | AwayFind 34 Voxeo Summit
35. Lessons-Learned In Building a Notifications Product | AwayFind 35 Voxeo Summit
36. Lessons-Learned In Building a Notifications Product | AwayFind 36 Voxeo Summit "   IMAGERY that connotes clarity or language or miscommunication or blurriness or the telephone game or international person or whatever... the idea is I'll talk about making sure people can understand the words coming through the voice "   Be clear to your customer. "   Pay attention to the language "   Carefully consider which voice works best — gender/accent
37. Lessons-Learned In Building a Notifications Product | AwayFind 37 Voxeo Summit
38. Jared Goralnick, Founder +1 240-289-2289, jared@awayfind.com jared@awayfind.com
39. Rich Weborg, CEO
40. http://bit.ly/nhsFer
41. Ben Klang, Principal and Technology Strategist
42. PAGE Telephony goes Agile The value of applying modern development practices to telephony
43. 43 PAGE What is Agile? Individuals and Interactions over processes and tools Working software over comprehensive documentation Customer collaboration over contract negotiation Responding to change over following a plan While there is value in the items on the right, we value the items on the left more.
44. 44 PAGE Agile Benefits • Speed: Emphasis on rapid, continuous delivery of small features • Quality: Emphasis on unit/functional testing and pair programming • Flexibility: Embrace scope creep and get a better product • Lower Risk: Know about pitfalls before falling in
45. 45 PAGE How this applies to Telephony • Third-party call control protocols give you control: Rayo, AGI • Executed code rather than declarative statements • No more polyglotism! • Modern languages • Ruby (Adhearsion) • Java (Moho, Asterisk-Java, Adhearsion via JRuby) • Maximize code re-use. • Enable functional + unit testing of telephony apps
46. 46 PAGE Testing Telephony • Improve quality: find bugs before they go live • Reduce QA workload • Use test cases for simulated load testing • Rapidly test multiple scenarios • Tests can be written by business alone or with devs
47. PAGE Ben Klang Principal, Mojo Lingo bklang@mojolingo.com +1.404.475.4841 Twitter: @bklang Questions?
48. Sammy James Founder and CEO