1507 b voicemail love it or leave it
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Avaya Engage Session 1507 covering C level strategy for replacing voicemail with a call completion application. This presentation includes a five point strategy for technology deployment that serves callers and employees who hate voice mail.
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1507 b voicemail love it or leave it
- 1. Customer Connection Track 1507B: VOICEMAIL LOVE IT OR LEAVE IT Rich Quattrocchi, VP Business Development Jeremy Parker, Director of Operations
- 2. Voicemail Love it or Leave it… What’s In This Session For You! • How to deal with your C level management that heard about Coke and Chase • How to serve callers and employees better • Strategies to optimize voice workflow in a text world • Have some fun
- 4. After 20 Years, Voicemail is Making Headlines - JPMorgan Kills Voicemail -Coke and Chase Ditch Voicemail -Businesses Are Hanging Up On Voicemail To Dial In Productivity
- 5. But Why?
- 6. Certainly Cost is a Factor… Chase’s Chief Financial Officer was searching for budget cuts that wouldn't hurt too much. Limo services was one. Voicemail, it turned out, cost $10 per person per month and intuitively, it seemed ripe for the chopping block. But that is not the driving reason…
- 7. "People started raising their hands. They started volunteering, 'Please take my voicemail away. It's annoying, it's redundant, I never use it anymore.” -JP Morgan Chase PR Dept.
- 8. The Numbers from a Business Perspective • 80% of calls go to voicemail1 • 90% of callers leave a voice message2 • 100% of millennials hate voicemail3 1. Source: AT&T 2. Source: Mutare hosted voicemail study May 2016 3. Source: Made up by Rich but confirmed by both his millennial children
- 9. Why do people call?
- 10. The solution is in the workflow… Workflow is Text Based • Voicemail transcription is now table stakes • Lync integration • Voicemail to Email • Voicemail to SMS
- 11. What Customers Are Saying About Voicemail “What Coke did was a harsh slap in the face to callers. We could never do that especially to our customer facing users. We are in the customer service business” “I use voicemail to hide from vendors, that may have been a little hard for the vendors in the room” “While our users have reported they dislike dialing and listening to messages, they still want to know who called…they hate the message waiting light especially since they often not in the office to see it and don’t even know they have a voice message…”
- 12. A Closer Look at the UC Market Enterprises are falling into three categories
- 14. Call Completion vs. Voicemail • Employees don’t want to check voice messages • Email, IM and SMS are preferred • Ring no answer is not an acceptable business practice • Companies need lower costs • Call completion is born…
- 15. Meet SAM – Smart Assist by Mutare
- 16. Meet the SAM Call Completion IVR • Answers business line and mobile calls • Optionally records and transcribes the message • Notifies the called party by text with the caller ID and time • Delvers text transcription and sound file to email, IM and SMS • Easy administration • Active directory synchronization
- 17. Gives Users What they Want • No dialing for messages • No greetings to maintain • No passwords to manage • No message waiting light • Delivery to email, SMS or IM channel(s) of choice
- 18. Gives the Enterprise What it Needs • Happy Callers • Easier Admin • Lower Costs
- 19. Rapid ROI
- 20. Your 5 Point Strategy for the C Suite 1. We will serve all callers and be responsive 2. We will serve our employees by eliminating the need to manage greetings and retrieve messages 3. We will notify employees of calls by their choice of email, SMS or IM 4. We will convey the gist of the message with a transcript and eliminate false positives 5. We will lower service, maintenance and admin costs
- 21. Discussion
- 22. • Did we help you prepare for the C level questions that may arise ? • Did we help you with strategies to better serve callers and employees? • Did we provide strategies to optimize workflow? • Did you have fun?
- 23. Visit Booth 135 to Learn About SAM & Other Workflow Solutions: - Customer Engagement Solutions - Secure Messaging - SMS and Secure Chat - Mass Notification
- 24. Thank You for Attending! 1507B: Voicemail Love it or Leave it Please complete your evaluation of this session in the Avaya ENGAGE mobile app.
Editor's Notes
- We have 4 objectives today, the first is to talk about the movement that Coke and Chase started when they announced they were dumping voicemail to better serve employees. We will share with you what other large enterprises are doing and their strategic insights around workflow. We are going to talk about some technology that is optimized for call completion without voicemail. Have some fun along the way with examples Before we get started I would like to get a feel for the room. How many folks here are evaluating what to do with voicemail and responding to callers in your enterprise? Before we dive in, how many folks here are familiar with the comedy of John Crist? Well let’s see what John’s take is on voicemail…
- Let me give you a minute to read this…. A quick show of hands, does this slide reflect the thinking of some of your users? Workflow has really changed since the introduction of voicemail in the 1980s, the truth is that the telephone user interface to retrieve voicemail is just as obsolete as the rotary phone.
- By now everyone in this room is likely aware that Coke and Chase made headlines last year over dumping their voicemail.
- Coke shareholders should applaud management’s cost cutting moves. Just don’t call to congratulate anyone at Coke. It is difficult to get hard numbers, but Chase’s CFO disclosed the all in cost for voicemail was $10 PUPM – so $120 per year all in. Others that we interviewed thought those costs may be overstated, some citing that voicemail is typically bundled into the cost of the switch. Has anyone here gone through the exercise of calculating your TCO for voicemail? Based on our research, we don’t think cost is the driving reason to chop voicemail.
- As it turns out, the driving reason for employee dissatisfaction is workflow related. Voicemail is an analog workflow in a digital world. People live in email, IM and Text Messages, responding to a message waiting light and dialing to get messages is an archaic workflow in an age of instant on mobile devices. Also, it turns out Coke’s HR department might have asked the wrong question. Employees want to know who called, they just don’t want to dial in to get the message.
- The first step in recovering from voicemail is to admit that you have a problem. So start by measuring it. Ok that last stat I made up. But there is evidence from both Pew and Vonage that there is some truth to it.
- In our research we found two reasons why people turn to the phone… Urgent calls that need a quick response and annoying calls – mostly vendors trying to sell something.
- If a message is SPAM I don’t want to have waste a minute dialing in to find out I just lost a minute of my life I will never get back. But… It the message is urgent – which is why people turn to the phone in the first place, then I need to know right away. I check my text messages within a minute or two on average after receiving, according to Pew research that is what most people do. Voicemail to text is the best way to accommodate urgent calls and ignore SPAM ones…
- We interviewed executives at the several major large enterprises. Vertical markets included manufacturing, financial services, retail, legal, technology and healthcare. Guess what? Messaging is alive and well, voicemail needs to be re-engineered to work in a text based workflow.
- There are several moving parts, but all culminating in a perfect storm of sorts that indicates users prefer not to use a phone to check messages, but they do want to know who called, why they called and when.
- Your strategic options include: Do nothing. Reduce mailboxes – if they are not being used, BUT if the calls are not being answered you business problem Add Voicemail to email with transcription for existing users SAM – call answering without voicemail storage or user administration
- As one of my colleagues describes it the message waiting light is the equivalent of a false positive on a medical test. The light tells you something is there but it doesn’t tell you what and if it is SPAM and not an urgent call, well there is two minutes of your life you will never get back.
- SAM is the first of kind, agnostic call completion application. The acronym means Smart Assist by Mutare. It is an IVR technology that answers calls. It works with any switch to replace the call answering function of voicemail while notifying employees of their calls via their preferred method.
- SAM technology can deployed on premise or in the cloud and configured to notify or deliver an actual message.
- Have you ever seen a company jump with joy?
- Call completion is up 90 less expensive than voicemail. Most users can simply use call completion, while power users need actual voicemail. Call completion requires nothing on the user side, there are no greetings to manage, no mailbox to check and if your AD and LDAP is up to snuff, managing users is very close to fully automated.
- Your strategy is to make call answering easier for callers and employees and includes 5 points. Never leave callers hanging Make your employees happy by eliminating calling into voicemail Give employees what they want – message notification – who called and when For those that are customer facing attach the message Make your life easier by eliminating voicemail system admin and cut the costs for voice mail systems
- Let’s open the floor for some quesitons.
- Leverage cloud, text, speech and mobile technologies to deliver business value Discover at least 2 new powerful solutions that you can deploy in your own organization Have fun with some hands on examples How to deal with your C level management that heard about Coke and Chase How to serve callers and employees better Strategies to optimize voice workflow in a text world