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New Interactive Voice Response System (IVR) for NexTech Communications
Bryan Hand
Keller Graduate School of Management

New Interactive Voice Response System (IVR) for NexTech Communications
Subject
I propose the implementation of a better and more cost effective Interactive Voice Response (IVR) system at NexTech Communications to solve the problem of low customer intimacy and satisfaction.
Problem
NexTech uses an outside company called TPG Surveys to survey their customers on company performance when customers call into NexTech's customer call center. NexTech has received feedback from TPG Surveys showing that customer satisfaction is really low due to multiple complaints from customers and their interaction with the Interactive Voice Response (IVR) system. NexTech's IVR system was installed in 1992 and is outdated. Some of the customer’s complaints are that the IVR voice prompts are an old automated voice that is hard to understand, there are too many IVR options to choose from, the IVR does not respond to customer's entries, and the IVR routes customers to the wrong support line of business.
All of these issues cause dissatisfaction for the customer. This dissatisfaction causes loss of customer loyalty, loss of customer intimacy, and the loss of customers to rival competitors. The inefficiency of routing and no responsive behavior of the IVR cost the company lots of money per year.
Company
NexTech Communications started out in 1993 as small pager company. Since then, NexTech has expanded into a company that offers a wide range of wireless services for consumers, business, and government entities.
Benefits
An IVR is a starting point for callers that direct callers to the appropriate resources to answer calls in the most efficient manner (Beres, 2013). By enhancing and creating a more personalized IVR system for NexTech, the company can create higher satisfaction for the customer, therefore creating higher customer loyalty, higher customer intimacy, higher customer retention, and higher savings for the company. If the company can scale down the average length of each phone call, even by a second, it can save them hundreds of thousands or even millions of dollars a year (Roos, 2013).
High Level Approach
There are several considerations to look at when implementing a new IVR. The new IVR that will be implemented will need to be cost effective, easy to use for customer satisfaction, easy to implement, and easily upgraded as the company grows. This proposal will look at 3 providers of IVR systems, inContact, Voxeo, and PlumVoice to see which provider will be the most effective at achieving the goal of implementing the new IVR system.
Audience
The audience targeted for this proposal is the Chief Service and Information Technology Officer and the Information Technology team. The objective is to recommend a viable working solution that is easy to implement, cost effective, and will enhance the business through higher customer satisfaction.

References
Beres, Tonya (2013). Interactive Voice Response Systems. Retrieved July 20, 2013 from http://www.howto.gov/contact-centers/technologies/interactive-voice-response-systems
Roos, Dave (2013). How Interactive Voice Response (IVR) Works. Retrieved July 20, 2013 from http://electronics.howstuffworks.com/interactive-voice-response3.htm

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