IVR Payments - JD Williams

ICR is frequently asked to develop PCI compliant IVR Payments and Customer ID&V applications. For this project our VUI design and technical expertise enabled JD Williams to significantly increase the volume of automated IVR Payments and ID&V beyond their expectations.

In a phased deployment ICR’s user-centred approach to Speech Recognition application design succeeded in achieving exceptional levels of customer acceptance and call automation. In addition to IVR Payments and ID&V the applications incorporated parcel collection and delivery status, parcel returns and customer account enquiries as well as intelligent call routing and tailored functions based on customer profile..

ICR’s careful use of its VUI design principles provided a consistent customer experience across all applications. As a measure of success customer acceptance is extremely high, the speech driven IVR payments application alone processes over two million payment calls per year, 73% of these are handled entirely by the speech application, which helps to generate tens of millions of pounds in revenue with no agent intervention.

In conjunction with the IVR technology vendor, Aspect Voxeo, the applications were delivered as part of a turnkey solution which enabled JD Williams to migrate away from legacy IVR technology to a state-of-the-art next generation IVR and Speech Recognition solution.

In addition JD Williams required a sophisticated reporting function to understand precisely customer behaviour within the IVR and performance of the system. ICR was able to deliver this using the in-built templates and reporting functions within the Voxeo CXP (Voice Objects) environment.