Customer Account Balance Workflow Services

The Vendor is required to provide customer account balance(s) workflow with integrated voice recognition (IVR).
- Strategic objectives
• Improve customer access to account information through automated self-service.
• Reduce routine account balance inquiry calls handled by customer service representatives.
• Improve call center efficiency and customer experience.
• Establish visibility into IVR usage, call outcomes, and self-service success rates.
- Project objectives
• Design and implement a solution that allows customers to obtain account balance information through the IVR.
• Establish call traceability, reporting, and success metrics to measure solution effectiveness.
- Requirement:
• Perform discovery and requirements gathering for the proposed IVR self-service solution.
• Review and evaluate the current customer account balance inquiry process.
• Providing business analysis or similar expertise to guide requirement definition and solution design.
• Validate that the solution functions as intended prior to deployment.
• Define detailed business, functional, technical, reporting, and operational requirements.
• Support implementation and post-deployment review.