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Metaphor Customer Presentation   Von Mar08

Metaphor Customer Presentation Von Mar08






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Metaphor Customer Presentation   Von Mar08 Metaphor Customer Presentation Von Mar08 Presentation Transcript

  • Deploying On-Demand Speech Recognition IVR for Asterisk VON Mar 2008 – San Jose, CA
  • Introducing Metaphor Solutions
      • Enable the adoption of speech application for every enterprise
      • Metaphor provides the largest number (55+) of packaged speech IVR applications available for the Asterisk platform
      • Metaphor offers complete web-based tools to deploy, customize and manage IVR applications in the fastest possible time
      • Metaphor offers the lowest total cost of ownership for speech IVR
    Market Focus
    • Retail
    • Health Care
    • Financial Services
    • Enterprise
    Company Focus
  • Application Examples
    • Retail
    • Mail Catalog
    • Order Status
    • Account Status
    • Tech Support Entitlement
    • Store Locator
    • Phone Shopping
    • Inventory & Pricing
    • Customer Satisfaction Survey
    • Notification
    • Financial Services
    • Telephone Banking
    • Mortgage Qualification
    • Stock Portfolio Management
    • Bill Collections
    • Credit Card Payment
    • Voice Authentication
    Enterprise Auto-Attendant / Receptionist Voice Dialing Address Change Password Reset Change Login Trouble Ticket Management Time and Attendance Service Health Care / Pharmaceutical Prescription Refill Schedule & Confirm Appointment Inbound Clinical Trial Survey Laboratory Results Physician Surveys
    • Most basic application types:
      • Data Capture or Self Service
        • Touch-tone input
        • Spoken Voice input
      • Information Delivery
        • Text to Speech (TTS)
        • Recorded voice
        • Fax / Email
      • CTI Transfer Link to Agents
        • For transferring out to call center agents
    Why Is IVR Used?
  • A few words about Speech Recognition
      • Recognizes words or short phrases
      • What you want to recognize should already be known to the system
      • Most basic use is with directed dialog
      • Mature technology
      • Available in multiple languages
      • Sessions at the Theatre from Lumenvox
  • Speech vs. DTMF
      • Address and Name Capture (spelling apps)
      • Easy to select from long lists
      • Better Call Completion Rates for Speech
        • 45% - 50% vs. 85% - 90%
      • Better UI: customers prefer 3:1
      • Problem in noisy environment
  • IVR Application Components ASR, TTS & Gateway Resources Authoring Scripts Debugging CTI Interface Reporting Logging Monitoring Gateway Interfaces Customization Front-end/Back-end Data & Web Interfaces Audio & Grammar Resources IVR Applications & Modules Development & Life-Cycle Management Tools Platform & Component Integration IDE
  • Components of a Speech IVR Deployment Asterisk Speech Application Caller Interface: Voice XML 2 Data Interface: Web Services or Custom 3 Agent Interface: Custom Voice Gateway ASR, TTS Customer Data Base Fulfillment Computer Telephony Integration (CTI) Caller Service Agents 1
  • Managed IVR Setup Asterisk Customer
  • On-Premise IVR Setup Asterisk Customer
  • Metaphor IVR Call Details
  • Speech IVR Delivery for Customers
  • Metaphor IVR: Account Setup Metaphor Solutions, Inc. , 2007
  • Choosing a Solution Screen Shot Metaphor Solutions, Inc. , 2007
  • Customizing Business Variables Screen Shot Metaphor Solutions, Inc. , 2007
  • Customizing Business Variables Screen Shot Metaphor Solutions, Inc. , 2007
  • Accessing Customer Data Screen Shot Metaphor Solutions, Inc. , 2007
  • Reporting on Call Sessions Screen Shot
  • Metaphor Studio: Creating & Customizing Applications
      • Application:
        • Inbound Order Status w/alphanumeric (14) order ID
        • Other Retail Applications to follow
      • Value Proposition:
        • 7x24, reduced labor for customer service
        • Saving about $0.75 per call
        • Payback in 2 months
      • Deployment:
        • Initially hosted with $5K setup and $0.18 per minute
        • Moving to on-premise in the future with 3-4 additional apps, 24-port CPE @~$100K (payback in 8 – 9 months)
      • Sales Cycle:
        • 1 month
        • 4 or 5 calls and one demo
      • Decision Makers:
        • IT Manager, internal technical committee
    Case Study: Northrop Grumman
      • Application:
        • Outbound Customer Notification of Outages
        • Outbound Service Tech Notification
      • Value Proposition:
        • 7x24 available automatically
        • Proactive Communication
        • Reducing Inbound Call Volume (by over 50% in outages)
        • Payback in 2 major outages
      • Deployment:
        • Hosted with $5K setup and $0.15 per minute
        • Connected to their CRM System through web services
      • Sales Cycle:
        • 3 month
        • Conducted a pilot program
      • Decision Makers:
        • IT Manager, Customer Service, Finance
    Case Study: USA Mobility
      • Application:
        • Inbound Time & Attendance for Remote Workers
      • Value Proposition:
        • High availability at shift change
        • Automating payment process by feeding data into PeopleSoft
        • Remote workers paid faster – better HR policy
      • Deployment:
        • Hosted with $15K setup and $0.15 per minute
        • Connected to their PeopleSoft System through web services
      • Sales Cycle:
        • 2 month
        • Needed quick implementation
      • Decision Makers:
        • IT Manager, HR, Finance
    Case Study: ChartOne
  • Key Messages
      • For less than 24-port usage use hosted IVR
      • Don’t reinvent the wheel – use package applications
      • Start with simple applications
      • Use application building tools
      • Give yourself time to learn about speech recognition
  • Contact
    • M Mobeen Khan
    • [email_address]
    • 732-742-5617
    • www.metaphorivr.com
    • Phone-based, automated customer self-service, data gathering over the phone, and proactive messaging over the phone, is called Interactive Voice Response (IVR)
    • IVR is both Inbound & Outbound
    • Examples of IVR:
        • Auto-attendant and Voice-Dialing
        • Telephone Banking
        • Order Status
        • Outbound Notification
    What Is IVR?
  • What Calls Can be Automated Through an IVR?
      • Repetitive, Mundane Calls handled by humans
      • Low Value Interactions to the Business
      • Growing Call Volumes
      • Outbound Pro-Active Communication Requirement
      • Long Call Center Delays
  • Outbound Notification Benefits
      • Reduced Customer Service Costs
      • Increased Customer Loyalty
      • Increased Customer Retention
      • Increased Revenue Per Customer
      • Increased Brand Awareness
  • Key Differentiating Features for Metaphor IVR
      • Largest Number of Packaged Applications ready for use
        • Inbound and Outbound Applications
        • Speech Reco, Touch-tone or Blended Applications
      • Support for On Premise and Hosted Asterisk Deployments
      • Fully Managed Solution with Web-based Delivery
      • Low Cost to Setup and Low Cost to Use by Customers
      • Revenue Share Business Model
  • Branded OEM Product Offering
      • Telco-grade Branded OEM IVR Solution for Managed Services
        • 50+ Inbound/Outbound Applications
        • Web based provisioning, billing, customer care interfaces
        • Available in “hosted” or carrier-deployed configurations
        • VoiceXML and Web-services ready
      • Business Model
        • Per Minute Charges from end-customers
        • Revenue Share, Multiple Configuration
      • Sales & Marketing Collateral Ready for Rollout (if required)
        • Web collateral including web pages, online video, user’s guides
        • Application Demos, Brochures, Presentations, Newsletter material
      • Training (if required)
        • Sales, SEs, Marketing groups, Customer
        • Technical training for support, provisioning teams
    To Enable Resellers