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Mobility Speech Services

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Sound Familiar

Press 1 to wait on hold “Forever”Press 2 to be transferred into “oblivion”Press 3 to be transferred to 20 “additional

menus”Press 4 to be “Disconnected”

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Speech Dialing

“Welcome to ABC company. Please say the full name of the person you would like to speak to”

“George Washington”

“Thank you, transferring your call to George Washington”

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THE ROI OF SPEECH

The results are in and experts agree – over-the-telephone speech recognition, is a breakthrough technology that yields significant economic benefits for companies across a variety of industries.

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Introduction

Founded in 1989Building market leading speech solutions since 1998Built on market leading engines- Nuance 8.5Extensive Research and DevelopmentServing companies from 25 people to 100,000 peopleSpeech services, IVR tools and Applications

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Speech Enabled Solutions

Speech Enabled Auto Attendant, Leader in the Field (over 500 installations)

Speech Enabled Internal DirectorySpeech Enabled personal and public contactsSpeech Enabled IVR services Text – to – Speech

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“PLEASE CONTINUE TO HOLD, YOUR CALL IS IMPORTANT TO US……” touch-tone systems have had a low degree of customer acceptance processing less than 20% of inbound callscallers quickly learned to “zero-out” and hold for an operator the result: staffing and training costs remain high while operators

continue to field routine requests. telecom costs are also higher than necessary callers remain frustrated with the call center experience

 

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Selling Advantages

The cost comparison between Customer Service Representative handled calls and automated systems shows how much speech recognition can save on each call handled using the Speech Enabled Auto Attendant

Speech Enabled Auto Attendant can provide service at approximately 10% of the cost of a CSR ($1.02 per call versus $0.09 per call), resulting in every call that the system processes saving at least $.93, quickly decreasing operating costs and raising company profits.

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SPEECH !!INCREASED CUSTOMER SATISFACTIONNo interface is more natural than speechUsers agree: it’s far more pleasant to say “John Smith”

than to punch in the extension numberCustomers get the right answers quickly any time of day Increases satisfaction and loyaltyThe power of speech means that customers “hang up

happy.” 

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SPEECH LOWERS COSTS

REDUCE NETWORK CHARGESBy cutting – or eliminating

– hold time– menu navigation time– time spent prompting the caller through different menus

Speech can dramatically reduce call length and associated telecom charges A recent Frost & Sullivan study notes that toll-call charges dropped on average 15% to 50% with speech recognition. What’s more, when callers opt for speech, the hold times for callers waiting for agent’s decreases as well, further reducing toll charges.

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Install a Demo SAA

Every Dealer that has installed our Speech Enabled Auto Attendant on their house system, has sold systems.

Your clients are answered by it. Your sales people can use it for potential clients. The Speech Enabled Auto Attendant sells itself.

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Speech Enabled Auto Attendant

Superior Name Accuracy – even for employee directories with thousands of records.

Hard to Pronounce Names – ability to enter additional pronunciations for names of foreign origin or common mispronunciation. 

Barge-In – ability to speak over system prompts for repeat callers or callers who know where they want the system to transfer them.

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Standard Auto Attendant

Enter the 3 digit extension number.If you don’t know the extension number, press 9 to go to the

spell-by-name Directory.Enter first 3 letters of the person’s last name.Must remember extension numbers, or how to spell the

person’s last name.Once the name is spelled, may still not get the extension

number and just be transferred to the wrong extension. What happens when you call again? The same cycle.

Standard Auto Attendant’s are a maze to callers.

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Standard Auto Attendant

More than 4 menu choices frustrates callers.35 to 55% of all callers are internal callers.45% of callers find Auto Attendants difficult to use. 50% of callers press zero when transferred to a spell-by-

name directory.Only 50% of callers know how to spell the parties name.Still 40% of the callers in the spell-by-name directory press

zero.Only 43% of callers know the party’s extension number

they want to reach.40% of these callers still press zero.

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Speech Auto Attendant

flexible grammar builder- alias/ phonetic spelling

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Speech Auto Attendant Connectivity

Caller states the request...22 TOL transfers the call!33

TOL answers the call...11

KSU / PBX / CENTREX

Extension, voicemail, cellular,

local/long distance number

Laura Jones

SpeechLinX License added to TOL

software

Digital/Analog Integration

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Speech Enabled Contact Dialer

Speech contacts imports all of the names and telephone numbers from your existing Lotus Notes, Novell GroupWise, Microsoft Outlook, ACT, Gold Mine or other contact management software and can automatically connect you with anyone you ask for. You simply pickup the phone, log into voice mail and say the name of the person you want to contact, and the system finds the telephone number and dials for you. All of your contacts are made available, by name, at anytime, from anyplace.

Automatically synchronizes with Microsoft Exchange Personal Contacts

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Speech Enabled Contact Dialer

Access contacts via speech to increase your daily productivity–Call any contact in your list from any telephone–E-mail any contact from the phone by simply saying their name–Forward, and reply to email from your telephone–While listening to e-mail via your cell phone, do Live Reply to

message and call back the original sender.–Secure access to contact information without compromising lost

data via a lost device

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Speech enabled IVR

Build speech access to corporate content for remote offline users–Access to CRM–Access to ERP–Customer access to support and customer service–After hours self fulfillment for staff and customers

Leverage existing UM/AA system for IVR applicationConsolidated speech resources provides greatest ROI in

Speech investment

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Speech enabled solutions

Consolidated management for your complete speech portfolioProvide simple and easy access to both human resources and

corporate contentHighly scalable and accurate solution that can grow with your

businessProvide huge productivity gains to your mobile workforceIncrease real-time communication and reduce voice mail and

customers going to wrong resources

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Mobility Speech Services