Latest release of SpeechStorm software tracks end-to-end customer paths through the IVR

Better understanding makes everyday tasks even easier

Belfast, 17 December, 2012 – Leader in phone-based and mobile customer service, SpeechStorm, has announced the latest release of its software, code-named Fellini, including a powerful Customer Journeys module to display the end-to-end paths taken by customers through IVR and self-service applications. Armed with an insight into actual customer behaviour, organisations can modify the IVR to deliver improved experience and higher automation rates.

Code-based IVR systems are notorious in the contact centre industry for their limited reporting, with even the most basic information about throughput and automation rates requiring extensive development and analysis. SpeechStorm Customer Journeys provides a whole new way of understanding customer interactions and identifying areas for improvement.

Fully integrated with SpeechStorm’s wide range of pre-built self-service applications, Customer Journeys automatically tracks the path taken by every customer using the IVR. These individual paths can then be summarised for a selected period – days, weeks or months – into easy-to-read tables and intuitive graphical journey maps showing the most popular routes and, crucially, their outcomes.

By following the end-to-end path, for example, a business can see just how many people listened to their balance and then went on to pay a bill, or how many, having been offered a special promotion at the start of a call, went on to upgrade later. Using this new-found insight, organisations can use SpeechStorm’s built-in design, test and one-click deployment capabilities to make callflows more responsive, more natural and more effective. Customer Journeys can guide a telecoms operation, for example, in re-arranging menu options so the most popular items are at the top level of the IVR, with the added use of personalisation helping callers to get where they want to go, faster. It can also link steps in the process – hear my balance, check my usage, or find a better tariff, when appropriate. All of the above elements contribute to better service, reduced customer effort and increased loyalty.

SpeechStorm CEO and co-founder, Oliver Lennon, said, “The initial reaction from customers and prospects that have seen Customer Journeys is: ‘Wow! This is what we’ve been crying out for!’ For many of them, designing effective callflows has been a bit of a black art, so we’re really excited to see how they adapt their IVRs based on a real understanding of end-to-end customer behaviour.

“To anyone with an IVR, I’d say, Get SpeechStorm, get Customer Journeys and get on with delivering self-service the way your customers want it!”

Fellini is available now for on-premise deployment and on a Software-as-a-Service (SaaS) basis.