Voxeo's “Design Once, Deploy Anywhere” architecture Nigel Ferris, Voxeo Solutions Architect

2. Nigel Ferris
Solution Architect, Voxeo
DESIGN ONCE,
DEPLOY ANYWHERE
EXTENDING YOUR IVR
INVESTMENT TO MOBILE"

3. • Business Benefits of Building Unified Channels
• Why CXP lends itself to mobile as well as IVR
• Enhancements in CXP 13 for mobile
Agenda
Extending Your IVR Investment
to Mobile
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4. • Engage in a 2-way text or Twitter conversation with a
customer, gathering details, providing information and
offering to pass the information to an agent who can call
them back?
• Answer a request for a web chat, gathering useful
information BEFORE engaging a live agent?
• Display a web page for self-service with value-added
content and even in-built audio!
• …report back on how useful your customers find these
new ways of communicating.
What if your IVR system could also…
More Service, Less Cost
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5. • Interact with your customer how THEY choose
• Provide consistent interaction regardless of
channel
• Re-use existing functionality and back-end
integrations
• Unified analytics
• Study IVR vs Mobile vs Text in one place
Benefits
Business Benefits of Building
Unified Channels
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6. 6
Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere

7. • Modular approach
• ‘Dialog’ paradigm
• Dynamic creation of markup language
• Mobile channels are just another option
Features
Why CXP lends itself to Mobile
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8. Building Mobile Apps
with Voxeo CXP
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9. CONSISTENT USER INTERFACE
Dynamic creation of markup language
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10. Just right click!
How easy is it to add a new channel?
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11. Enhancements in CXP 13
for mobile
• Design views by channel
• Web-form ‘widgets’
• jQuery mobile
• Google Analytics
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12. Channel Specific Views
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Single-Channel Development:
Focus on the one channel
Multi-Channel Development:
Focus on one channel at a time

13. jQuery Mobile ThemeRoller
Easily Apply Corporate UI
Styles to your Mobile App
Easy-to-use graphical interface for designing color schemes, fonts, button styles, etc.

14. Web Form Widgets
Combines inputs on one screen
Page Content Top
Input Elements
(Widget Object)
Submit Button
Page Content Bottom

15. Enabling Rich Mobile Customer
Experiences http://bit.ly/smarthealth01

16. Google Analytics: Content Pages

17. Cross-Channel Analytics
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18. • Your customer wants to use different channels
• You need to have one view of your customer’s
interactions
• Voxeo CXP is inherently multi-channel and now
optimized for mobile web as well.
In Summary
Extending Your IVR Investment
to Mobile
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19. Thank You!
DESIGN ONCE,
DEPLOY ANYWHERE"