{"id":2630,"date":"2018-03-23T02:04:00","date_gmt":"2018-03-23T02:04:00","guid":{"rendered":"?post_type=resources&#038;p=2630"},"modified":"2019-02-26T01:49:04","modified_gmt":"2019-02-26T09:49:04","slug":"eir-discovers-the-benefits-of-personalising-ivr","status":"publish","type":"resources","link":"https:\/\/www.genesys.com\/en-gb\/resources\/eir-discovers-the-benefits-of-personalising-ivr","title":{"rendered":"eir Discovers the Benefits of Personalising IVR"},"content":{"rendered":"<div class=\"wpb-content-wrapper\"><p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text]<\/p>\n<p class=\"pre_h1\">ANALYST CASE STUDY<\/p>\n<p>[\/vc_column_text][vc_column_text]<\/p>\n<h1>Implementing a Contextual IVR System Leads to Tangible Benefits in Cost Savings, Better Customer Experience and Raising Net Promoter Score (NPS)<\/h1>\n<p>[\/vc_column_text][vc_column_text][\/vc_column_text]<span class=\"g_separator genesys-light-gray\" style=\"height:2px\"><\/span>[vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]eir (Eircom), the largest telecommunications operator in the Republic of Ireland, wanted a more agile IVR system that could be updated swiftly. With multiple legacy systems in place, it would take months to make a change to a simple voice prompt.<\/p>\n<p>In terms of customer-facing systems, eir was running two separate platforms for CRM and IVR systems. Over time, their speech-recognition IVR became more complex as more and more rules and processes were layered over the top to accommodate new services. Ultimately, their current IVR was frustrating customers instead of assisting them, bringing down the company\u2019s NPS. Improving NPS became another key driver for their IVR project.<\/p>\n<p>Read how eir realised a return on investment (ROI) within months rather than years, improved customer satisfaction, and increased their NPS score within one month of going live with Genesys.[\/vc_column_text][\/vc_column_inner][vc_column_inner width=&#8221;1\/3&#8243;][vc_single_image image=&#8221;2632&#8243; img_size=&#8221;full&#8221;][\/vc_column_inner][\/vc_row_inner][\/vc_column][vc_column width=&#8221;1\/3&#8243;]<div class=\"eloq_form elq-container gmkto_form_type_hot gmkto_format_vertical\"><form method=\"post\" name=\"MasterLeadIntakeForm\" action=\"https:\/\/s1260946616.t.eloqua.com\/e\/f2\" data-proc=\"page\" data-ppcount=\"5\" onsubmit=\"return proc_submit(this);\" class=\"beam-form elq-form init yesknown yesprefill yespp strict-check\"  ><div id=\"known_person\" style=\"display:none;\"><p class=\"welcome_user\"><span id=\"welcome_person\">Welcome back<\/span> <span id=\"person_info\"><span class=\"person_first\"><\/span>&nbsp;<span class=\"person_last\"><\/span><\/span><\/p><p class=\"delete_button\"><a class=\"deletemyrecord\">Not You?<\/a><\/p><\/div><input value=\"MasterLeadIntakeForm\" type=\"hidden\" name=\"elqFormName\"><input value=\"1260946616\" type=\"hidden\" name=\"elqSiteId\"><input name=\"elqCampaignId\" type=\"hidden\"><input type=\"hidden\" name=\"elqCustomerGUID\" value=\"\"><input type=\"hidden\" name=\"elqCookieWrite\" value=\"0\"><input type=\"hidden\" name=\"client_ip_address\" id=\"fe449\" value=\"\"><div class=\"fields\"><input type=\"hidden\" name=\"CID\" id=\"fe198\" value=\"701U0000001fSIE\"><input type=\"hidden\" name=\"CID_STATUS\" id=\"fe281\" value=\"\"><input type=\"hidden\" name=\"redirect_url\" id=\"fe217\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630?thankyou=2630&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"landing_page_url\" id=\"fe204\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630\"><input type=\"hidden\" name=\"post_type\" id=\"fe448\" value=\"resources\"><input type=\"hidden\" name=\"integration\" id=\"fe362\" value=\"\"><input type=\"hidden\" name=\"language_code\" id=\"fe479\" value=\"en-gb\"><input type=\"hidden\" name=\"full_url\" id=\"fe983\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630\"><input type=\"hidden\" name=\"post_id\" id=\"fe984\" value=\"2630\">\n    <div class=\"form-row row-email el_field form-floating\">\n        <input type=\"email\" class=\"form-control el_field elq-item-input required\" name=\"emailAddress\" id=\"fe192\" value=\"\" aria-label=\"Email\" placeholder=\"Email\">\n        <label for=\"fe192\">Email<span class=\"required-asterisk\">*<\/span><\/label>\n    <\/div>\n    <div class=\"form-row cb_available el_field form-floating\">\n        <input type=\"text\" class=\"form-control el_field elq-item-input cb_available  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Keep me informed via email or telephone regarding Genesys information.<\/label><\/div><div class=\"single-checkbox-row form-row white-box \"><input type=\"checkbox\" class=\"el_field eloq_ppe\" name=\"contactMe\" id=\"fe509\" val=\"\"><label class=\"checkbox-aligned elq-item-label\" for=\"fe509\">I would like someone to reach out to me<\/label><\/div><input type=\"hidden\" data-query=\"utm_medium\" name=\"utm_medium\" id=\"fe199\" value=\"\"><input type=\"hidden\" data-query=\"utm_source\" name=\"utm_source\" id=\"fe200\" value=\"\"><input type=\"hidden\" data-query=\"utm_campaign\" name=\"utm_campaign\" id=\"fe201\" value=\"\"><input type=\"hidden\" data-query=\"utm_term\" name=\"utm_term\" id=\"fe202\" value=\"\"><input type=\"hidden\" data-query=\"utm_content\" name=\"utm_content\" id=\"fe203\" value=\"\"><input type=\"hidden\" data-query=\"ost_tool\" name=\"ost_tool\" id=\"fe293\" value=\"\"><input type=\"hidden\" data-query=\"ost_campaign\" name=\"ost_campaign\" id=\"fe294\" value=\"\"><input type=\"hidden\" data-query=\"ost_content\" name=\"ost_content\" id=\"fe295\" value=\"\"><input type=\"hidden\" data-query=\"blaid\" name=\"eloquaBLAID_c\" id=\"fe3099\" value=\"\"><input type=\"hidden\" data-query=\"gclid\" name=\"gCLID1\" id=\"fe283\" value=\"\"><input type=\"hidden\" data-query=\"mkwid\" name=\"mKWID1\" id=\"fe678\" value=\"\"><input type=\"hidden\" name=\"gAClientID1\" id=\"fe284\" value=\"\"><input type=\"hidden\" name=\"noteCreatorTitle1\" id=\"fe313\" value=\"\"><input type=\"hidden\" name=\"webContentAutoResponderDefault\" id=\"fe286\" value=\"Asset\"><input type=\"hidden\" name=\"webContentAutoResponderTitle\" id=\"fe287\" value=\"eir Discovers the Benefits of Personalising IVR\"><input type=\"hidden\" name=\"webContentAutoResponderURL\" id=\"fe288\" value=\"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630?thankyou=2630&page_type=resources&page_attr=Report\"><input type=\"hidden\" name=\"noteCreator2\" id=\"fe478\" value=\"\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceResult1\" id=\"fe640\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceFlags1\" id=\"fe641\" value=\"OFF\"><input type=\"hidden\" class=\"yesprefill\" name=\"neverbounceSuggestedCorrection1\" id=\"fe642\" value=\"6sense\"><input type=\"hidden\" name=\"clearbitPersonID1\" id=\"fe630\" value=\"\"><input type=\"hidden\" name=\"clearbitFieldCount1\" id=\"fe633\" value=\"\"><input type=\"hidden\" name=\"clearbitTitle1\" id=\"fe646\" value=\"\"><input type=\"hidden\" name=\"clearbitRole1\" id=\"fe631\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployees1\" id=\"fe647\" value=\"\"><input type=\"hidden\" name=\"clearbitNumberofEmployeesRange1\" id=\"fe648\" value=\"\"><input type=\"hidden\" name=\"clearbitWebsite1\" id=\"fe802\" value=\"\"><input type=\"hidden\" name=\"browserUserAgent\" id=\"fe3319\" value=\"\"><input type=\"text\" class=\"honeypp\" name=\"honeypp\" id=\"honeypp\" value=\"\" ><input role=\"button\" aria-label=\"Download Today\" type=\"Submit\" class=\"submit-button-style btn btn-primary \" value=\"Download Today\" id=\"fe195\"><div class=\"loading\"><\/div><div class=\"gdpr-field form-row white-box legal\"><span>By providing your information, you agree to our <a href=\"https:\/\/www.genesys.com\/company\/legal\/privacy-policy\" target=\"_blank\">privacy policy<\/a>.<\/span><\/div><\/div><\/form><\/div>[\/vc_column][\/vc_row][\/vc_section]<\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>[vc_section][vc_row][vc_column width=&#8221;2\/3&#8243;][vc_column_text] ANALYST CASE STUDY [\/vc_column_text][vc_column_text] Implementing a Contextual IVR System Leads to Tangible Benefits in Cost Savings, Better Customer Experience and Raising Net Promoter Score (NPS) [\/vc_column_text][vc_column_text][\/vc_column_text][vc_row_inner][vc_column_inner width=&#8221;2\/3&#8243;][vc_column_text]eir (Eircom), the largest telecommunications operator in the Republic of Ireland, wanted a more agile IVR system that could be updated swiftly. With multiple legacy systems in [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":2634,"template":"","tax_priority":[],"tax_contenttheme":[],"tax_bundle":[],"tax_contenttheme2":[],"tax_capability_sitewide":[],"tax_products_programs":[],"tax_buying_job":[],"tax_buyer_persona":[],"tax_sector":[],"tax_segment":[],"class_list":["post-2630","resources","type-resources","status-publish","has-post-thumbnail","hentry","tax_content_type-report-en-gb"],"acf":[],"_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources"}],"about":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/types\/resources"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630\/revisions"}],"predecessor-version":[{"id":132686,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/resources\/2630\/revisions\/132686"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media\/2634"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/media?parent=2630"}],"wp:term":[{"taxonomy":"tax_priority","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_priority?post=2630"},{"taxonomy":"tax_contenttheme","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme?post=2630"},{"taxonomy":"tax_bundle","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_bundle?post=2630"},{"taxonomy":"tax_contenttheme2","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_contenttheme2?post=2630"},{"taxonomy":"tax_capability_sitewide","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_capability_sitewide?post=2630"},{"taxonomy":"tax_products_programs","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_products_programs?post=2630"},{"taxonomy":"tax_buying_job","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buying_job?post=2630"},{"taxonomy":"tax_buyer_persona","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_buyer_persona?post=2630"},{"taxonomy":"tax_sector","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_sector?post=2630"},{"taxonomy":"tax_segment","embeddable":true,"href":"https:\/\/www.genesys.com\/en-gb\/wp-json\/wp\/v2\/tax_segment?post=2630"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}