Discovery Engagement

“The discovery report told me more about our business than any other consultant report I have read” - quote from VeCommerce customer

The VeCommerce Discovery process takes an holistic approach, working closely with key executives to develop and deliver a customer interaction strategy that ensures the best possible outcome within the constraints of their specific business environment.

To achieve this, it is essential to identify both the business objectives for using speech, and to approach voice self-service from a customer-centric view point, answering questions such as:

What are the main causes of customer contacts?
What are the key contact categories and how complex are they?
How important is the outcome of the contact to the customer?
What is the customers' anticipated emotional state for the main contact types?
Is the customer more concerned with privacy or human contact during the function?

VeCommerce’s approach is to work closely together with our clients to develop and deliver on a customer interaction strategy that ensures the best possible outcome.

“The most thorough and succinct analysis of our IVR that has ever been done. The outputs have brought Business and IT together on the same page for the first time and the roadmap has got major visibility at Senior Management level including head of IT" - quote from VeCommerce customer

Did You Know?

In a recent study, 33% of those asked found PINs to be especially vulnerable as an identity process because typically, information used for PINs is easy to guess.