This first stage is for organisations that are seeking a speech self-service solution but
want to understand which call types should be automated and what the associated benefits might be.

Organisations are seeking solutions that will reduce call handling costs while increasing customer service levels.  They want to include speech as part of their self-service strategy, but it is often hard to determine what the benefits might be without a full understanding of which call types can be automated and what the potential automation rates can be.

Vicorp has created two options to help you.

Proving The Business Case

Suitable for organisations that already know the services that they want to automate but need to quantify the benefits. This one-day exercise (summarised in the diagram below) will identify the benefits of Speech based upon specific business needs and help you to make an informed decision regarding future direction and potential savings. We will work with you to gain a clear understanding of your call types, call handling costs, business processes, and customer service strategy. Using this we will then build a model of costs and can apply our extensive experience to generate a business case for multiple scenarios.

Setting The Strategy

Suitable for organisations that are interested in Speech but are not sure where to start. This five-day exercise (summarised in the diagram below) will identify routine and repetitive call types that can be automated freeing your agents to tackle more complex, revenue-generating tasks. We will also identify areas where callers can be given greater access to services and experience a consistent style of interaction. Following completion we will provide you with an executive-level presentation containing quick-win recommendations, a high-level roadmap with recommended phasing and a flexible simulation model showing the business case for speech and allowing 'What if?' analysis.