Future of Speech-to-textThe Future is Happening Right Now…

Getting our Heads around speech communications

Where is the next value

application?

Repeatable?

Life is multi-dimensional

Inherent need for control of inputs

and outputs?Technology looking for an

application?? Or…

Value add to partners… carriers, customers

How to position SaaS?

Delivering a better customer experience?

Speech

ConversationHere & Now

Evolution of Freedom of SpeechYear 0

Fred Flintstone “Grunt, urgh, grunt”

Voicemail to Text

Freedom to speak to screen

Here & Now There & Now

2007

SpinVox “Conversion of Voicemail to Text”

Voice MailVoicemail

NowFreedom to speak across time

1987

Octel “Do away with the busy signal”Later

Telephone

Freedom to speak across distanceHere

1870s

Alexander Graham Bell “Introducing the Telephone” There

Freedom to speak to screen: “I see what you’re saying”

CONTENT

Speaking remains the

most natural way to

express a thought or

feeling

VOICE SCREEN

Seeing is 7x faster than hearing – so the quickest, most convenient way to receive a message or group of messages

DELIVERY

VOICE VMCS

6Simple technology end-user offering….

Conversion of free flowing unrestricted voice dialog to text to any device

Any Voice Any Phone Anywhere

Any Screen

Needed to solve a difficult problem

• Speaker independent– Robust to accent & dialect

• Mobile environment– Robust to ambient noise & line

quality

• Street speak– Not tied to formal dictionaries

• Language constantly evolving

– Current events, new products, new words

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Meeting the challenge• ASR isn’t perfect

– Speech systems can currently achieve 60% accuracy on open dialogue

– AI also has such limitations

• Humans aren’t either– Don’t all ‘hear’ the same way - accents,

dialect, and regional slangs, etc…

– Don’t know all the words > 615,000 words in Oxford English Language

• Meaningful equivalent is the key– Clean (pauses, hesitation removed)– Makes sense– Can be relied on

Useful, Reliable, Accurate product

Technology Solution

Wait until some point in the future when Speech Recognition technology can provide perfect accuracy.

Add a human element to the best available technology, to provide a useful service that people value, because the message is meaningful.

Network Service

Technology - capability Users - needs

Existing New

A Paradigm Shift

Maintain a cost-effective price-point/model

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Changing Behavior - Key Markets

MESSAGING

Goodbye voicemail – hello VoxMail!

“You weren’t available… so Ispoke you a text instead!”

Missed calls converted instantly into text messages

Messaging growth

Simplicity of voice. Power of Messaging. A network feature for everyone.

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With Traditional Voice messaging…• You’re out of touch until you’re free to pick up

your messages

• Interrupting meetings to respond to priority items

• Listening to audio files in public is not always appropriate

• You have to dial-in and jot down message details

• Message notifications don’t tell you what the caller said

• 85% dial in again to listen to a voicemail more than once

• 20% of voicemail is not listened to; forgot, inconvenient etc

Now, there’s a innovative solution…

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Voice Messaging to Text

VOICE CONTENT“..Busy… so I

spoke you a text instead”

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Voice Messaging to Text• Instant : at a glance see who

called and what they said

• Easy : you no longer have to dial-in and listen to messages, or remember who to call back

• In touch : with a simple push of a button, you’ve quickly replied by text or returned the call

• Trust : you can always listen to the original voicemail recording

Delivered in your inbox and accessed via your Computer or PDA…

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Stated reasons to purchase or recommend

0% 20%

40%

60%

80%

100%

Access messagesanywhere

Saves me time

Able to respond faster

Provides record

Makes me moreaccessible

Easier to track messagesread

Didn’t know I had, didn’t think to ask for?• Calling Party

– Hangup trend reversed

”I know it will get through”– 92% of callers leave a message

• Called Party– Eliminate 20% missed messages

“My voicemail is pushed to me”

– All voicemail messages delivered

– More messages are returned

“Easy - just one click”– 87% return of VM2Tmessages

Sources: SpinVox User Market Research 2007/8SpinVox Data Analysis 2007/8

• 99% found the “Voice Messaging to Text” set-up process to be very simple

• 80% only listened to the original message 50% of the time or less

• 72% prioritized and sorted their text converted voicemails like emails

• 67% said they would pay/ recommend their company to pay for Voicemail to text services

• 100% of respondents, if given the choice, would keep “VoiceMail to Text”

Source: 75 users enterprise in a 2 month trial

User feedback Trial

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Benefit - Simple and effective• Easily deployed, secure solution

• Improves productivity, responsiveness, and workgroup collaboration

• Enhanced user experience providing the conversion to text of voicemails, received in an email format, with the option to receive an audio file attachment.

• Can be shared, stored and searched from one secure location in a unified mailbox.

• Improved archival of enterprise voicemails on a single enterprise controlled and managed voice mailbox

• Reduced storage needs – the text version consumes less system resources.

• No special devices...

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Quality of Service – Does it work?• “Service is invaluable”

– Service is ‘sticky’ – 70% on Service after 12 months– 85% on Service after 90 days

• “Service is accurate”– Text matches the audio– Accuracy rated as 90+% by users

• “Service helps to stay in touch”

– Helps people to communicate– 94% report VM2Tsaves time

• “Service fits my lifestyle”– Get the message on your message

via SMS or email– 20% also choose both

• “Almost everything is converted”

– 94% of messages converted– 4% due to unsupported language– 2% due to poor quality audio

• “I got the message fast”– Turn around time is important– Majority returned in 3 minutes

Changing Behavior - Key Markets

MESSAGING

Goodbye voicemail – hello VoxMail!

“You weren’t available… so Ispoke you a text instead!”

Missed calls converted instantly into text messages

Messaging growth

CALLING PARTYCALL CENTERS

Busy busy busy – hello VoxMail!

“I’m busy… but always time to speak you a text!”

Speak a text from anywhere

Call completion and continuity

Simplicity of voice. Power of Messaging. A network feature for everyone.

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Voice Message

Conversion System

EMAIL + Audio

Inbound Call Queue

Contact Center Addressable market• Call centers constantly seek to

improve customer satisfaction, reduce abandoned calls and maximize agent productivity

• Inbound call volumes can be unpredictable - resourcing for this is a continual challenge

• CallMail provides an effective call management solution to:

– Formal contact centers– Departmental help desks– Business front desks– Out of hours cover– Customer surveys

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Business context Enhance call routing & prioritization

• Messages calls be routed to appropriate skill group• Urgent messages can be prioritized and responded to quickly

Improve customer service• Fewer dropped calls delivers happier customers

• Messages can be responded to within specified timelines• Additional customer options

Optimize staff utilization• Fewer staff needed to handle peak call volumes• Save time as no need to write down the message

Feedback tool for customer service• Automate surveys

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Calling party confident that their message is seen in minutes as an email, not listened to

hours later

Available agent sees message immediately

- actions response

More messages left, reduces the

abandoned call rate

Customer satisfaction increases - call center

response rates move up

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3

Voice Message

Conversion System

2

Natural customer experience1. Calling Party

– After defined call wait time, caller is offered option to leave voice message

– IVR states that message will be converted to text and actioned

2. Call Center– Audio captured and message processed

– Converted message sent back to call center for routing to agent skill group

– Delivered via eMail or SMS

3. Agent– Instantaneous - Agent receives converted

message as email with attached audio file

– Action taken to resolve customer query - customer contacted via callback

– Confirmation - Can always listen to the original voicemail

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Call Mail effectCalling Party

Improved Customer Satisfaction

> 80% Response within agreed SLA 92% of callers leave a message

Call Center

Increased Agent Productivity

+20%

Remove listen/transcribe voicemail Utilize agents in off-peak times Agent satisfaction increases

Reduction in Abandoned Calls

- 48% Confident they will get response

Increased business performance

25% saving in staff cost

35% churn reduction

Fewer agents to handle peak calls Customer loyalty retained

Customer Benefits

• Natural & simple to leave message• Confident message will be actioned• Priority callers actioned first

Call Center Benefits

• Improve customer service• Optimize call center performance• Improve loyalty• Reduce customer churn

Call Mail SummaryLow Commercial Risk

- High Value• Simple enterprise model• Immediate impact on performance

Low Deployment Cost

- Fast• No Capital Expenditure• Managed end-to-end service• Integrate into any platform

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Changing Behavior - Key Markets

MESSAGING

Goodbye voicemail – hello VoxMail!

“You weren’t available… so Ispoke you a text instead!”

Missed calls converted instantly into text messages

Messaging growth

CALLING PARTYCALL CENTERS

Busy busy busy – hello VoxMail!

“I’m busy… but always time to speak you a text!”

Speak a text from anywhere

Call completion and continuity

SOCIAL MEDIANeed to share the moment out

and about – hello VoxMail!

“Having one of those moments I need to share”

Speak a message to friends Online (Facebook, Twitter, Myspace etc)

Extend calling circle to Social Networks

Simplicity of voice. Power of Messaging. A network feature for everyone.

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Web 2.0 - ‘Peer-2-Peer’ mobile messaging

• Social Networks landlocked to online PC– Limited input - fiddly small keypads – Handset apps - limited to smartphones

• “Voice to Text” provides simple voice interface

– Just speak your message - posted automatically to your space, blog, mail, etc…

– Friends get SMS with link to speak replies!

• Extends Social Networks to all phones

“Oh my God! I’ve just seen Connery with Liz

on the tables in Monaco! Photos posted

tonight…”

“Dial-tone is now Web-tone”

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How was your experience of your first converted “Voice Messaging to Text”?

“I was awed by the actual quality of the

transcript. Especially, when I saw my first "German" version.

Cool”

“Very satisfying...enhanced awareness of what was cookin' even if I could not retrieve vm in normal way”

“It's the coolest, and about the most useful piece of

supporting technology I use”

“This has a high cool factor. It helps me remain more responsive since I get the text of the VM

even when I'm sitting in a meeting with customers and don't have ability to step out of the meeting to check the voicemail.”

“It was great fun to read the

message. I sent it out to many co-workers so they

could see the service”

“This is a service that I didn’t know I had, didn’t think to ask for, but when I

started using it couldn’t live without

it!”

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Questions

Thank you!