The Integrated Voice Response System: An Investment Project Analysis

* Contemporary voice-based systems, by contrast, are less costly, are more powerful, have better voice quality, and are less cumbersome for workers to use. Companies that have adopted newer-generation voice-based technology have reported increased productivity and higher pick accuracy.

2. Senior management has asked you to plan for the support required in the first year for the remote capture system after the project is completed. Assume that there will be two phone service people working 24-7 all year, one person providing online support 24-7 all year, four marketing people working on promotions full-time the first six months, two marketing people working on promotions the last six months, and one internal IT person providing technical support half-time all year. Create a resource histogram, similar to the one in Figure 9-6, based on this information.

The initial cost of the project will be the sum of the development, project administration, implementation, and financing functions. Development cost include IT system design, process planning, and feasibility analysis. Hardware upgrades, software development, infrastructure improvements are included in the implementation costs. Administration expenditures cover other costs such as training, furniture, network infrastructure, utilities, and insurance. Kudler expects to use this system for a prolonged period of time; therefore, the cost of the life cycle will need to be calculated also. Furthermore, the benefits of worker productivity gain, expenditure decrease, and employee utilization gains will also be calculated in the economic feasibility analysis. Once the initial cost of the project is determined, feasibility can be determined on the economic level. According to article, “Implementation: The operational feasibility perspective”, operational feasibility will be achieved if the following steps are followed. Step 1, managers and employee negative perceptions of change must be addressed openly. Step 2, positive factors for change must be reinforced. Step 3, the highest stress should be dealt with first. Step 4, change must start at the top of the organization. Step 5, informal and formal lines of communication should be used. All managers and workers should be involved or represented in the design.

This determines the project’s outcome, usefulness, effectiveness, cost, and time it takes the project to be completed. This also determines the future outcome of the project and will be needed for an upgrade. The scope of the project will be determine and completed within six months. The resources constraints of completing the project will be determine by cost and time. The cost could be higher from the original cost for the completion of the project. The expected cost of the project will be $50,000. This will include paying the project team, cost of software, and hardware. The V.P. of operations of Riordan Manufacturing will approve any changes made to the project. The project team that will be working on this project will be the IT department within the company.

Virtual Receptionist gives a small business a more professional outlook when it comes to phone presence.

Since the development team has decided to purchase the Microsoft HR system, Riordan now has access to a very successful end user resource support system. Riordan has agreed to an extended amount of support, both through our development team and Microsoft. The initial maintenance, troubleshooting, and upgrading of the software will actually be handled by the Microsoft team. However, if there are any hardware or coding issues that come about, we will be handling the support. With the extended support, HR employees have the ability to be in contact with: telephone support, live chat support, remote desktop support, and interactive demonstrations of the system. Riordan Manufacturing has also agreed to hire an in-house

The goal of this document is to come up with a proposal for the company IP PBX system. In this proposal I will introduce several different Voice over IP vendors, each fully qualified to becoming our company’s new IP PBX system. Only one of the vendors will be selected based on the criteria laid out by the Chief Information Officer.

The phone system is currently set up with two lines: if the customer service representative is on one line, incoming calls are routed to voice mail where the customer can leave a message. The representative listens to the messages and returns calls as time permits. This is an inefficient system as the customer service representative has difficulty taking calls directly on busy days. Instead, the representative ends one call, listens to the next voice mail, returns that call, and so forth.

Mastec Incorporated has been working in the past month on a project designed to reduce time spent on the phone trying to activate receivers. The project is a necessity for the organization and that was reflected in the feasibility report. The design process was also successful and now the organization is ready for implementation. Implementation is a critical step in the system design process, because during this step all the planning comes to life. This paper will discuss the major activities that should be included in the implementation stage.

Consulting and installation fees are being calculated at $10,000 with a 10% recurring annual cost for additional consulting. The largest recurring cost will be for SIP trunk services, to provide telephone access for calls outside the organization. The annual cost for 120 SIP trunks is approximately $35,000 but future analysis may dictate a reduction in the number of trunks required. Since this potential reduction in SIP services cannot be accurately calculated at this time, the recurring annual cost is being estimated for the full amount of $35,000. This

Our department is constantly hiring due to the high work load. However, adding more adjuster bodies does not necessarily solve the issue of high call volume and voicemail trends. Our position is known as a high stress position, a high turnover department and a low morale area. By introducing the Customer Support Group Line, our customers would immediately reach a representative by phone that would have the skill to respond to their request and concerns. Allowing this group to take a statement would result in reduce claim cycle time, faster liability decisions, repairs being arranged faster, and even checks being issued immediately in most cases. Since we are working with claimants, these results could also lead to additional business or new customers, strictly from a better experience.

Corporations can reduce staffing costs by automating repetitive tasks or using tools that create efficiency beyond human capabilities. The large number of applications

A crucial information was obtained when surveying the field workers on the usability, processing cost, and support towards a technology solution. Although the answers were not entirely positive, they are realistic and crucial components of the legacy system transformation . Moreover, this vital information will serve as the based for the new system success path.

A critical component of any call center, is the design and flexibility of the Interactive Voice Response (IVR) unit, and with BPCS, we quickly choose a company to partner with. I worked on the various call flows, scripting, and subsystems required to deploy a functioning IVR for my department. It was my responsibility to ensure that the department had the appropriate staffing to handle the call volume, and would make adjustments to the IVR call flow as needed. By the summer of 1998, I had a trained customer service department, process flows were defined and incorporated, and I had successfully migrated the customer accounts to the new credit card

Another great advantage is the cost advantage. The fact that this system is automated likely means a one-time payment to the company or software producer who has created the system in the first place, plus potential additional periodical costs related to the system's maintenance. However, for automated system, it is likely that the human resource and personnel costs will significantly decrease. The automated system requires fewer people to work it, potentially only one or two. The non-automated system involves individuals at every stage of the process, including the recruitment and selection phases.