Keeping things simple is a core principle at Whitehook. The following summarises our post purchase engagement process and what we will need from you to get your virtual customer activated.
The creation, configuring and delpoyment of the Whitehook virtual customer is included within our annual subscription service fee.
A discovery session is set up to determine environment details, timelines and dependencies and obtain virtual customer specifics, namely:
WAVE: Enterprise voice 'lights on'.
Selection of the target PSTN access numbering for lights-on calling.
Identifying the time of day by location. If toll-free numbers are identified the underlying direct in-dials (DIDs) must also be provided and should include any applicable country codes and area codes.
PROBE: IVR assurance.
Identifying the critical IVR paths for testing. Which call paths failures would have greatest impact on the business and customer experience?
Identifying the time of day for calling by location. Documentation describing the call flows in detail must be supplied to Whitehook to build the virtual agent scripts. If test data is required for call flows (e.g. account numbers, PINs, etc.) these must also be supplied.
Identifying service metrics, language and key resources.
Target KPI’s vs. industry standards - setting of maximum acceptable IVR response times, ring/connect times and minimum thresholds for voice quality analysis.
Who gets notified - configuration of alarming in the event of a service failure/business impact. Reporting delivery schedule and list of recipients.
Virtual language: The Whitehook service will provide voice recognition and text-to-speech capabilities for a single nominated language. English is our default language.
All Whitehook services are performed remotely. No access to client on-premise infrastructure is required.
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