Description
Every self-service interaction is an opportunity to build customer loyalty, lower your support costs or make a sale.
Improve the Customer Experience –
Make your Business Intelligence and
Customer Self-Service Work Together
What do your customers think of your self-service? How do you know?
Every self-service interaction is an opportunity to build customer loyalty, lower your
support costs or make a sale. Yet, technologies like Interactive Voice Response (IVR) are
a common source of customer frustration. When self-service is done right, it bene?ts
the customer and the business. So, are you doing it right? Do your customers agree?
The Voxeo CXP Application Lifecycle Management Suite provides the tools you need to create, deploy,
analyze and re?ne your applications — resulting in efcient, efective and personalized self-service
across all of today’s popular communication channels: voice, SMS (text messaging), instant messaging,
mobile web, social networks and Smartphone apps. Get real-time cross-channel insight into customer
interactions from one source.
Improve Visibility Into the Customer Experience
CUSTOMER SELF-SERVICE
Personalized, Dynamic Interactions
CUSTOMER DATA
CRM, ERP AND SELF-SERVICE
ACTIONABLE MULTI-CHANNEL ANALYTICS
60 Customizable Reports
Administration and Maintenence
Application Development and Tuning
Business and Caller Analysis
BUSINESS INTELLIGENCE
CUSTOMER SELF-SERVICE
Personalized, Dynamic Interactions
CUSTOMER DATA
CRM, ERP AND SELF-SERVICE
ACTIONABLE CROSS-CHANNEL ANALYTICS
60 Customizable Reports
BUSINESS INTELLIGENCE
Voxeo CXP ofers critical insight into user behavior and the efectiveness of self-service applications. It integrates with and extends
your data warehouse – enabling dynamic and personalized self-service menus that adapt to individual customers or customer
segments, as well as the ability to collect data on system usage, system and application performance, caller behavior, task
completion rates and voice recognition success. This information ?ows directly into the data warehouse, eliminating time-consuming
ETL procedures that are typically required to migrate data and make it useful to your Business Intelligence solution.
Real-time, Actionable Analytics
and Reporting
Voxeo CXP Analyzer, part of the CXP Application Lifecycle
Management Suite, is a powerful service analysis
environment that provides real-time answers to key
business, operational and application design questions.
CXP automatically consolidates information from multiple
sources such as CRM databases, ERP software and CTI
systems, and allows reporting to be customized with
application-speci?c data for a more complete view of
your customer and the customer experience.
The CXP Google Analytics integration adds valuable
insight in to how mobile web applications powered
by CXP are used. It provides insight into user location
and language demographics, devices, browsers and
trafc sources, including referrals and search engines.
Google Analytics reports support drilling into application
modules, individual pages, and business tasks.
CXP is pre-integrated with IBM Cognos, MicroStrategy
and SAP BusinessObjects, enabling you to:
• Access 60 out-of-the-box real-time reports in
the areas of Administration and Maintenance,
Application Development and Tuning, and Business
and Caller Analysis
• Tune and optimize your self-service applications instantly
and easily for improved automation rates and a better
customer experience
• Identify reasons for task incompletion in self-service
menus, including analysis of speech recognition
quality and exit points
• Get a consolidated view across all of your automated
self-service communication channels, including IVR,
text messaging, instant messaging, mobile web, social
networks and Smartphone apps
• Hotspot Analytics, right inside the integrated
development environment, makes it easier than ever
for developers to make application changes based on
production data that was previously only available deep
inside business user and administrator reports
Voxeo CXP provides up-to-the-minute
graphical views of your application
and system status
Business and Caller Analysis – Gain knowledge of
business task completion success and general caller
acceptance of the application.
Application Development and Tuning – Get insight into
application usage such as average time callers spend within
the application, where, when and why they exit, and dialog
usage trends. Understand speech recognition performance
and validate your Voice User Interface design.
Administration and Maintenance – Identify peaks and
valleys in services, most active days of the week for
minimal impact in scheduling system maintenance, and
other key information on system usage and performance.
REPORTS FOR CRM &
MARKETING ANALYSTS
How can you identify
frequent user
selections and user pro?les
to optimize personalization?
REPORTS FOR SYSTEM
ADMINISTRATORS
Interested in long-term usage
trends of your services?
REPORTS FOR
DEVELOPERS &
DESIGNERS
Migrating from a DTMF-only
application and need insight
into the performance of the
recognition engine?
REPORTS FOR
MOBILE WEB
How can you better
understand how your
customers are interacting
with your mobile
web applications?
CXP Makes it Easy
› Quickly ?nd and ?x
application issues
› Speed access to required
information
› Increase ?rst contact resolution
› Improve self-service satisfaction
› Reduce the number of customers
requiring agent assistance
› Shorten call duration without
sacri?cing service levels
› Improve contact center productivity
and reduce costs
AMERICAS EUROPE, THE MIDDLE EAST, AFRICA ASIA ONLINE
Voxeo Corporation
189 S. Orange Ave.,
10th Floor
Orlando, FL 32801
USA
Phone: +1 407 418 1800
Fax: +1 407 264 8530
Voxeo Asia
ShangDi ZGC Software Park,
Beijing, China, 100094
Phone: +86 10 8282 5011
Fax: +86 10 8282 5011 x 808
[email protected]
www.voxeo.com
blogs.voxeo.com
twitter.com/voxeo
facebook.com/voxeo
Optimize Application Performance
CXP makes it easy to re?ne your applications as
opportunities for improvement are identi?ed.
CXP applications map closely to reports.
For example, problems highlighted in reporting,
such as low speech recognition con?dence values
or a high number of hangups, are easily identi?ed
in the service creation environment since naming
conventions are the same. Additionally, changes
made in the application are immediately re?ected in
the reporting and vice versa. Changes are centrally
deployed with the ability to automatically update
documentation and without afecting your reporting
or database schema.
CXP works with Voxeo’s Prophecy IVR and multi-
channel self-service platform. It can be deployed
on your premise or accessed on demand via Voxeo’s
global hosting cloud. CXP also provides Application
Lifecycle Management for more than 30 other IVR
platforms, as well as SMS gateways, mobile web and
IM environments.
Our customers report up to a 50% savings in
development and 80% savings in deployment
and maintenance.
Contact Voxeo today to learn more.
You can also try Voxeo CXP for free at:
www.voxeo.com/free
Voxeo Europe Limited
1st Floor, Venture House
6 Silver Court
Watchmead, Welwyn Garden City
Hertfordshire, AL7 1TS
Phone +44 1707 290 433
Fax: +44 1707 290420
Voxeo Germany GmbH
Ettore-Bugatti-Str. 6-14
51149 Cologne - Germany
Phone: +49 2203 1857 300
Fax: +49 2203 1857 499
doc_933353984.pdf
Every self-service interaction is an opportunity to build customer loyalty, lower your support costs or make a sale.
Improve the Customer Experience –
Make your Business Intelligence and
Customer Self-Service Work Together
What do your customers think of your self-service? How do you know?
Every self-service interaction is an opportunity to build customer loyalty, lower your
support costs or make a sale. Yet, technologies like Interactive Voice Response (IVR) are
a common source of customer frustration. When self-service is done right, it bene?ts
the customer and the business. So, are you doing it right? Do your customers agree?
The Voxeo CXP Application Lifecycle Management Suite provides the tools you need to create, deploy,
analyze and re?ne your applications — resulting in efcient, efective and personalized self-service
across all of today’s popular communication channels: voice, SMS (text messaging), instant messaging,
mobile web, social networks and Smartphone apps. Get real-time cross-channel insight into customer
interactions from one source.
Improve Visibility Into the Customer Experience
CUSTOMER SELF-SERVICE
Personalized, Dynamic Interactions
CUSTOMER DATA
CRM, ERP AND SELF-SERVICE
ACTIONABLE MULTI-CHANNEL ANALYTICS
60 Customizable Reports
Administration and Maintenence
Application Development and Tuning
Business and Caller Analysis
BUSINESS INTELLIGENCE
CUSTOMER SELF-SERVICE
Personalized, Dynamic Interactions
CUSTOMER DATA
CRM, ERP AND SELF-SERVICE
ACTIONABLE CROSS-CHANNEL ANALYTICS
60 Customizable Reports
BUSINESS INTELLIGENCE
Voxeo CXP ofers critical insight into user behavior and the efectiveness of self-service applications. It integrates with and extends
your data warehouse – enabling dynamic and personalized self-service menus that adapt to individual customers or customer
segments, as well as the ability to collect data on system usage, system and application performance, caller behavior, task
completion rates and voice recognition success. This information ?ows directly into the data warehouse, eliminating time-consuming
ETL procedures that are typically required to migrate data and make it useful to your Business Intelligence solution.
Real-time, Actionable Analytics
and Reporting
Voxeo CXP Analyzer, part of the CXP Application Lifecycle
Management Suite, is a powerful service analysis
environment that provides real-time answers to key
business, operational and application design questions.
CXP automatically consolidates information from multiple
sources such as CRM databases, ERP software and CTI
systems, and allows reporting to be customized with
application-speci?c data for a more complete view of
your customer and the customer experience.
The CXP Google Analytics integration adds valuable
insight in to how mobile web applications powered
by CXP are used. It provides insight into user location
and language demographics, devices, browsers and
trafc sources, including referrals and search engines.
Google Analytics reports support drilling into application
modules, individual pages, and business tasks.
CXP is pre-integrated with IBM Cognos, MicroStrategy
and SAP BusinessObjects, enabling you to:
• Access 60 out-of-the-box real-time reports in
the areas of Administration and Maintenance,
Application Development and Tuning, and Business
and Caller Analysis
• Tune and optimize your self-service applications instantly
and easily for improved automation rates and a better
customer experience
• Identify reasons for task incompletion in self-service
menus, including analysis of speech recognition
quality and exit points
• Get a consolidated view across all of your automated
self-service communication channels, including IVR,
text messaging, instant messaging, mobile web, social
networks and Smartphone apps
• Hotspot Analytics, right inside the integrated
development environment, makes it easier than ever
for developers to make application changes based on
production data that was previously only available deep
inside business user and administrator reports
Voxeo CXP provides up-to-the-minute
graphical views of your application
and system status
Business and Caller Analysis – Gain knowledge of
business task completion success and general caller
acceptance of the application.
Application Development and Tuning – Get insight into
application usage such as average time callers spend within
the application, where, when and why they exit, and dialog
usage trends. Understand speech recognition performance
and validate your Voice User Interface design.
Administration and Maintenance – Identify peaks and
valleys in services, most active days of the week for
minimal impact in scheduling system maintenance, and
other key information on system usage and performance.
REPORTS FOR CRM &
MARKETING ANALYSTS
How can you identify
frequent user
selections and user pro?les
to optimize personalization?
REPORTS FOR SYSTEM
ADMINISTRATORS
Interested in long-term usage
trends of your services?
REPORTS FOR
DEVELOPERS &
DESIGNERS
Migrating from a DTMF-only
application and need insight
into the performance of the
recognition engine?
REPORTS FOR
MOBILE WEB
How can you better
understand how your
customers are interacting
with your mobile
web applications?
CXP Makes it Easy
› Quickly ?nd and ?x
application issues
› Speed access to required
information
› Increase ?rst contact resolution
› Improve self-service satisfaction
› Reduce the number of customers
requiring agent assistance
› Shorten call duration without
sacri?cing service levels
› Improve contact center productivity
and reduce costs
AMERICAS EUROPE, THE MIDDLE EAST, AFRICA ASIA ONLINE
Voxeo Corporation
189 S. Orange Ave.,
10th Floor
Orlando, FL 32801
USA
Phone: +1 407 418 1800
Fax: +1 407 264 8530
Voxeo Asia
ShangDi ZGC Software Park,
Beijing, China, 100094
Phone: +86 10 8282 5011
Fax: +86 10 8282 5011 x 808
[email protected]
www.voxeo.com
blogs.voxeo.com
twitter.com/voxeo
facebook.com/voxeo
Optimize Application Performance
CXP makes it easy to re?ne your applications as
opportunities for improvement are identi?ed.
CXP applications map closely to reports.
For example, problems highlighted in reporting,
such as low speech recognition con?dence values
or a high number of hangups, are easily identi?ed
in the service creation environment since naming
conventions are the same. Additionally, changes
made in the application are immediately re?ected in
the reporting and vice versa. Changes are centrally
deployed with the ability to automatically update
documentation and without afecting your reporting
or database schema.
CXP works with Voxeo’s Prophecy IVR and multi-
channel self-service platform. It can be deployed
on your premise or accessed on demand via Voxeo’s
global hosting cloud. CXP also provides Application
Lifecycle Management for more than 30 other IVR
platforms, as well as SMS gateways, mobile web and
IM environments.
Our customers report up to a 50% savings in
development and 80% savings in deployment
and maintenance.
Contact Voxeo today to learn more.
You can also try Voxeo CXP for free at:
www.voxeo.com/free
Voxeo Europe Limited
1st Floor, Venture House
6 Silver Court
Watchmead, Welwyn Garden City
Hertfordshire, AL7 1TS
Phone +44 1707 290 433
Fax: +44 1707 290420
Voxeo Germany GmbH
Ettore-Bugatti-Str. 6-14
51149 Cologne - Germany
Phone: +49 2203 1857 300
Fax: +49 2203 1857 499
doc_933353984.pdf