Phase 1: Engage

Engagement > Implementation > Support > Evolution > Management

The first step in our 5-phase collaborative approach to solution delivery is the engagement phase. In this step, we identify and articulate your organization's objectives through an initial engagement where together we will establish success criteria and a statement of work. The initial engagement is comprised of two parts: the On-Site Discovery, followed by the Value Assessment.

The comprehensive On-Site Discovery is performed by a highly experienced Intervoice team that typically includes a senior speech designer, a solutions consultant, and your account executive. This team will spend up to a day and a half at your customer contact center interviewing key business and technical personnel. We'll examine your business drivers and customer service objectives, review your existing technology, analyze caller interactions with agents, and review the performance of any existing self-service systems. Following the On-Site Discovery, you'll receive a full report including:

  • A comprehensive statistical analysis of call data
  • A personalized MP3 sound clip allowing you to hear new possibilities for the sound and branding of Speech at your company
  • Real solutions to your specific business problems
  • A speech strategy showing a believable return on your investment

Next, whether you're a new or existing client, the Intervoice team will provide you with a Value Assessment of your organization, which includes:

  • A review of your self-service systems integration standards and platform architecture
  • Documentation of your entire Intervoice system (if you are a current customer), including any custom applications and their integration points
  • Short-term recommendations for immediate quick-hit improvements
  • Longer-term recommendations that will identify larger solution opportunities for dramatic and effective enhancements to improve your customer's experience, while reducing your overall operational costs
  • A comprehensive project plan with estimated levels of effort to ease your decision-making process

Once the engagement phase is complete, you're ready to move on to the implementation phase.