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VRU Redesign

Following up with a Quick-Hit assessment, Piercetech completed a Deep-Dive Assessment of the IVR of an international corporation. We were contracted to complete a detailed recommendation and final design documentation for a redesign of their IVR's VUI and self-help capabilities.

Tablet and Pen

Establishing Goals

As part of our contact center consulting and assessment services, improvement goals for the VRU---s performance were clearly established. These included:

• Providing Additional Authentication Methods
• Designing Streamlined, User-Friendly Menu & Navigation Capabilities
• Improved Error Messaging & Handling
• Modification Of Existing Transactional Capabilities for Greater Utilization
• Addition Of New Self-Service Transaction Capabilities

Reduced Costs

The significant dollar savings mentioned above were achieved by reducing agent workload (live calls handled) and improving the productivity of calls that do reach call center agents. This improved agent handling of "opt-out" callers was due to the extensive data passed with the caller, enabling the agents to save time by understanding the customer's needs more quickly and seeing what they had already attempted in the IVR.

Business Analysis

Piercetech's final deliverable included a detailed business analysis with prioritization of the VRU improvements, the completely redesigned VUI, detailed call flow designs and several new self-service applications for multiple applications.

Several months later, Piercetech was rewarded with a call from the client, expressing their gratitude and to inform us that by their own internal calculations they had saved the $5 million annually that had been included in Piercetech's justification for the project.