Mobility Speech Services

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”

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”

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”

“ 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”

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.

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.

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

Founded in 1989

Building market leading speech solutions since 1998

Built on market leading engines- Nuance 8.5

Extensive Research and Development

Serving companies from 25 people to 100,000 people

Speech services, IVR tools and Applications

Speech Enabled Solutions Speech Enabled Auto Attendant, Leader in the Field (over 500 installations) Speech Enabled Internal Directory Speech Enabled personal and public contacts Speech Enabled IVR services Text – to – Speech

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

Speech Enabled Internal Directory

Speech Enabled personal and public contacts

Speech Enabled IVR services

Text – to – Speech

“ 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 calls callers 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

touch-tone systems have had a low degree of customer acceptance

processing less than 20% of inbound calls

callers 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

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.

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.

SPEECH !! INCREASED CUSTOMER SATISFACTION No interface is more natural than speech Users agree: it’s far more pleasant to say “John Smith” than to punch in the extension number Customers get the right answers quickly any time of day Increases satisfaction and loyalty The power of speech means that customers “hang up happy.”

INCREASED CUSTOMER SATISFACTION

No interface is more natural than speech

Users agree: it’s far more pleasant to say “John Smith” than to punch in the extension number

Customers get the right answers quickly any time of day

Increases satisfaction and loyalty

The power of speech means that customers “hang up happy.”

SPEECH LOWERS COSTS REDUCE NETWORK CHARGES By 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.

REDUCE NETWORK CHARGES

By 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.

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.

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.

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.

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.

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.

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.

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.

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.

Speech Auto Attendant flexible grammar builder- alias/ phonetic spelling

flexible grammar builder- alias/ phonetic spelling

Speech Auto Attendant Connectivity Extension, voicemail, cellular, local/long distance number Laura Jones SpeechLinX License added to TOL software Digital/Analog Integration Caller states the request... 2 TOL transfers the call ! 3 TOL answers the call... 1 KSU / PBX / CENTREX

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

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

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

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

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 application Consolidated speech resources provides greatest ROI in Speech investment

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 application

Consolidated speech resources provides greatest ROI in Speech investment

Speech enabled solutions Consolidated management for your complete speech portfolio Provide simple and easy access to both human resources and corporate content Highly scalable and accurate solution that can grow with your business Provide huge productivity gains to your mobile workforce Increase real-time communication and reduce voice mail and customers going to wrong resources

Consolidated management for your complete speech portfolio

Provide simple and easy access to both human resources and corporate content

Highly scalable and accurate solution that can grow with your business

Provide huge productivity gains to your mobile workforce

Increase real-time communication and reduce voice mail and customers going to wrong resources

Mobility Speech Services