2. Paul Regis IVR System Programme Manager T-Mobile UK paul.regis@t-mobile.co.uk

3. Once Upon A Time…

8. Operational Reality Do your IVRs work?  Addressing business needs What are your business needs?  Are your customers happy? Who are your customers?  Integration with customer admin systems? Why integrate?

9. “Lies, damn lies and statistics” Mark Twain Without doing any work, I can… make your IVR work or make it not work What is a self-serve rate? How much can I save? Can I trust my customers to know the answers?

10. Quantifiable Indices of Quality for IVR Applications Objectively measure your IVR Analyses depth, breadth, functionality Benchmark any IVR against another Judge scores to make decisions

11. The New Paradigm Quantifiable indices study will help identify whether your IVR should be speech enabled Touch tone is not dead but should be used with care A high index suggests opportunity for improving customer delight Multi-slot recognition crucial for NLU

12. How? Do not underestimate the importance of the development environment Time to market is critical Style and substance

13. Do you ever feel like you are talking to a robot?Offered endless choice by a monotonous IVR?Endless levels of menu, none of which can be easily found? An endless maze of doorways, none of which make sense? A new kind of interaction with one portal is coming soon…Old generation IVRs have served us well… It’s time for something new. Welcome to the next generation IVR.