Smart Online Services has total solutions about IVR issues. http://smartonline.com.cy

1. Smart thinking
Smart IVR Services
http://www.smartonline.com.cy
Piece of the Puzzle
Smart Online Services
By Andreas Anastasopoulos
CEO Smart Online Services LTD

2. Smart thinking
What Exactly is an IVR?
• Greet the customer
• Ask questions
• Get back responses and keep track of them
• Play information based on those responses
• Send customer input to your servers, get back new information in response
• Record voice input and save it
• Transfer and route calls intelligently
• The acronym IVR actually stands for Interactive Voice Response.
• Generally, IVR has come to mean interactive touch-tone response
• Why an IVR ?
• Why would you want an automated system for you phone campaign ?
• “Why the Cloud” ?
• Why not buy a proprietary system for yourself ?

3. Smart thinking
What, exactly is “The Smart Cloud IVR”
• “The Cloud” – both as a term and as a concept – has been dominating the
technical news for the past several years.
• Basically, “The Cloud” just stands for “It all happens somewhere out there.” This
actually means two things.
• The first is that the Processes – the things the program or software does –
happen somewhere out on the Web. Or, more accurately, on servers out there
belonging to the company offering the Cloud Platform.
• The second thing is that usually the data – the information you are uploading,
or creating, or gathering – is also stored on those servers somewhere. Usually
the data is not stored locally, meaning on your own computers.
At smart Online is your choice for your data:
• Resides on your servers or
• in our servers
We access only that data you want us to have. Only the processes reside on the
cloud.

4. Smart thinking
Why using Smart IVR Cloud Solutions ?
• No Software or Hardware Investments
• No Capital Expenditure for Hardware
• No Maintenance Costs
• No Software Upgrade Costs
• Works with Current Infrastructure
• Offsite Data Archive – Cloud Vendor Maintains Backups
• Instantly Scalable with No Capital Investment
• IT Departments don’t have to worry about compatibility -- except ensuring that they
are supporting the correct browsers and browser version numbers.
• There is no need to invest in expensive backup schemes, software, or hardware
• Pay-as-you-go pricing model

5. Smart thinking
Why use IVRs for your phone call campaigns?
• Interactive, automated calls, whether inbound or outbound, are becoming
more and more common. Global Industry Analysts IVR market growth to $2.7
Billion by 2011.
• Faster interaction – you are not limited by the number of live agents available.
Hosted IVR solutions are scalable to thousands of calls at once.
• Flexible – create IVRs for surveys, opinion polls, information-routing, call-
routing, advanced call-forwarding, customer management. Free your live
agents for the important tasks while the IVR handles the repetitive tasks.
• IVRs are a versatile, economic solution providing scalability and flexibility.
• They are easy to create, easy to adapt to changing needs, and they free
your staff for more important tasks.
• An IVR can perform the routine and your agents can perform the more
important task of analyzing that data.

6. Smart thinking
Smart Cloud IVR - Specific Advantages
Smart Cloud IVR vs. In-House Solution
Scale (Large) vs. Small
Inexpensive vs. Very Costly, High Capital Costs
Reliable vs. In-house Team Required
Fast vs. Slow
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

7. Smart thinking
Smart Auto Collections Notification Services
• Offers an automated notification service designed exclusively for the credit and collections
industry that contacts thousands or tens of thousands of your past-due customers each
hour.
• Using our cloud-based outbound Interactive Voice Response (IVR) service your company
will reduce operational costs by automating the outbound collection calling process.
• Smart Auto Collections and past-due notifications can be integrated with a variety of data
sources to securely pull information in real-time or on a scheduled basis (daily, weekly,
etc.). Once deployed, the system requires no maintenance or management and since it is
fully hosted, there is no investment in any hardware, software or support.
• Our pay-per-use cost model is based on number of minutes or calls made
• Automated collections and past-due notification services are intended for organizations
with a large number of customers requiring early collections follow up.
• Fully hosted by Smart Online, the service does not require any maintenance from your
technology team.

8. Smart thinking
Smart Auto Alert Services
• Is a Hosted voice broadcasting management system
• It allows your organization to call and deliver the same message to hundreds,
thousands or even hundreds of thousands of people automatically and
consistently in a short timeframe
• It allows you to customize the calling list, the voice message and the schedule of
your voice broadcast
• It provides real-time reports as well as call detail records (CDRs) for each call
record.
• Is a quick and convenient way to notify your customers in the interest of
enhancing the relationship or proactively dealing with an issue.
• Whatever the circumstance or emergency, you need a way to rapidly pass the same
message to large numbers of customers, suppliers or employees.
• Smart Auto Alert is the automated and cost-effective solution to notifying large numbers
of people using a communications device almost everyone has – the telephone !

9. Smart thinking
Smart Customer Satisfaction Surveys
• Designed to capture feedback from your customers and clients after every
interaction.
• On a pay-as-you-go basis, use Smart CSAT Survey to:
• Gather first hand feedback from customers—better identify areas of success and
challenges in your business;
Improve customer retention—respond proactively to maximize long-term loyalty
and minimize customer churn;
It’s so easy. Whether you want to capture a response after a phone call, product
delivery or in-store purchase, we can set up a flexible system that works for your
unique business needs.
• Automated Telephone Customer Satisfaction Surveys, also known as CSAT, are a
cost effective way of gauging your customer satisfaction and keeping a pulse on
your market.
• It is now easy to quantify the impact of each interaction with a simple inbound
or outbound post-interaction telephone survey.

10. Smart thinking
Smart Political Campaigns
“Let’s spread the Word! Ramp up! Millions of Calls !”
• Clearly the next stages are to gauge the response to this idea by conducting an
initial straw-poll, and to move the grassroots organization forward by getting out
the idea.
• Both can be conducted using the IVR Solution, and as the response grows, the
system can automatically grow with the response, ramping up from just a few
calls from your local area to millions of calls nationally.
• Smart political uses for the IVR range from polling, to informational outreach,
candidate-awareness campaigns, Get Out The Vote campaigns, fundraising and
volunteerism campaigns – essentially everything the campaign needs.
“We need Antonis for President!”

11. Smart thinking
Smart Cloud IVR Call Routing
Below are some benefits of our smart Hosted IVR Services:
• Faster deployment and change implementation
• Better control and flexibility
• No infrastructure – Cloud based / SaaS model
• No support / licensing costs
• Pay-per-use billing structure
• No dedicated development or maintenance personnel
• No ongoing telecom overhead or long distance costs
• Lower Total Cost of Ownership (TCO)
• Improved Customer Satisfaction
• More built-in features
• Extremely Scalable
• Improves efficiencies of contact center agents
Why is hosted call routing better?
One of the most frequently overlooked hosted IVR applications remains call
routing. Smart Cloud IVR Call Routing service provider is especially well
positioned to route calls because of inherent scalability, competency and
redundancy, which are major advantages over an on-premise solution.

12. Smart thinking
Smart Stock (money) Exchange
• Needs of self-service:
 Get market price of stock
 Buy and sell stocks
 Get online tips for buy and sell
 Request for Quote
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

13. Smart thinking
Smart Cloud Education
• Needs of self-service:
 Get exam results and marks
 Get college details for admission
 Get admission application status
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

14. Smart thinking
Smart Cloud Healthcare
• Needs of self-service
 Get availability of doctor for a new appointment
hospital address, room rent, medi-claim option
details.
 Scheduled vaccination alert.
 Proactive post-discharge patient follow-up.
 Telemedicine.
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

15. Smart thinking
Smart Cloud Real Estate
• Needs of self-service
 Get availability and rate
 Get builder details
 Get consultant details
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

16. Smart thinking
Smart Cloud Enterprise IVR
• Highly scalable to thousands of simultaneous calls,
millions per day
• End-user personalization backed by enterprise security
• Highly adaptable to customer responses
• Automatic real-time reporting, instant accountability
• Do you need to route calls to multiple in-house or outsourced contact
centers?
• Do you require a scalable, reliable and cost effective solution?
• Are you looking for a solution which does not require capital or training to
deploy?

17. Smart thinking
notifications
Smart Application examples include:
• New customer welcome messages
• Product availability updates
• Personalized offers and promotions
• Travel-related notifications
• Problem reporting
• Problem resolution updates
• Change notifications (account status, billing, rates)
• Past-due bill reminders with payment processing options
• High-volume, time-critical emergency notifications
• Shipping notifications
• Opt-in, subscriber-based services
• Subscription renewals • Appointment reminders
• Invitations with RSVP capabilities • Transaction confirmations
• Interview pre-screening • Customer surveys
• Community meeting notices
• Fraud prevention

18. Smart thinking
notifications
Examples of the efficiencies derived from outbound:
• Automate reminder calls, freeing office personnel and call center agents to work on
higher value tasks
• Deliver calls outside of office hours, when customers may be easier to reach
• Reduce appointment no-shows
• Enable immediate and convenient action on notifications – “We see you missed your
flight to London this morning. Would you like to book a new flight now?”
• Pre-empt inbound call volume in the contact center by reaching out to customers before
they call you
• Efficiently address an increasing volume of missed payments without tying up valuable
agent resources with collection calls
• Reach a large number of customers in a short time without having to overstaff agents or
invest in and maintain additional hardware, software or phone lines
• Maximize IVR port usage by using non-busy hours for proactive customer service
• Connect with today’s hard-to-reach customer and authenticate their identity before
involving an agent
• Reduce telephony charges with IP telephony and low-cost SIP bridging
• Reduce the expense of paper-based reminders while minimizing the chance of
communications being unintentionally delivered to the wrong person, confirming receipt
of important messages and being kind to the environment

19. Smart thinking
Smart Cloud IVR: HOW-TO
Meet with our
Professional Services
Team to discuss
customer requirements,
enterprise needs.
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Lets solve the puzzle Together.
Together, we will build your IVR.
Email to: aanastasopoulos@smartonline.com.cy