VRU Redesign

   

As follow-on to a Quick-Hit engagement Piercetech performed for an international corporation, the client contracted Piercetech to complete a Deep-Dive assessment of their IVR to provide a detailed recommendation and final design documentation for a redesign of their IVR’s VUI and self-help capabilities.

  

As part of this assessment, improvement goals for the VRU’s performance were clearly established, including: providing of additional authentication methods; designing a streamlined, user friendly menu and navigation capabilities; improved error messaging and handling; modification the existing transactional capabilities for greater utilization and the addition of new self-service transaction capabilities. The significant dollar savings mentioned above were achieved by reducing agent workload (live calls handled) and improving the productivity of calls which 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.

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.