Voxeo Summit Day 1 - Communications-enabled Business Processes (CEBP)
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Voxeo Summit Day 1 - Communications-enabled Business Processes (CEBP)

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Streamlining Workflows and Reducing Effort

Streamlining Workflows and Reducing Effort

John Amein, Aspect VP Product Management

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    Voxeo Summit Day 1 - Communications-enabled Business Processes (CEBP) Voxeo Summit Day 1 - Communications-enabled Business Processes (CEBP) Presentation Transcript

    • COMMUNICATIONS ENABLED BUSINESS PROCESSES John Amein, VP Product Management, Aspect
    • WHAT IS CEBP? Use communication systems to optimize business processes by reducing the human latency that exists within a process flow. -- Wikipedia 2
    • WHY? HIGH GROWTH! 2006 2007 2008 2009 2010 2011 2012 Financial Crisis “Hockey Stick”
    • VERIFY TRANSACTIONS BankConsumer We b ? 1. Location? 2. Call Fwd? 3. SIM hacked? 4. Voice Bio?
    • • Patient is a key part of the business process • Make it easier for the patient SIMPLIFY HEALTHCARE Acute Myocardial Infarction Chronic Obstructive Pulmonary Disease General Inpatient Discharge Heart Failure General Orthopedic Pneumonia Stroke
    • STREAMLINE WORKFLOWS Workforce Scheduler Supervisor Agent calling to change schedule TODAY • Requests queued in voice mail • Inefficient use of time
    • STREAMLINE WORKFLOWS Workforce Scheduler Supervisor Agent calling to change schedule IVR
    • 8 G4S Secure Solutions USA Telephone CheckIn with Voice Biometrics Karen Higgins Director Systems Development & Implementation
    • 9 G4S World’s Leading International Security Solutions Group  Located in more than 125 Countries with 657,000 Employees  “Offering a unique combination of personnel, project management, risk management, and technology solutions, G4S focuses on advancing the safety and security of businesses and Governments, ensuring the security of key assets—people, property, products and reputation.”  Permanent Manned Security Guards  Disaster & Emergency Services  Control Room Monitoring  Armed Security Guards  Special Event Security Guards  RISK360™ Incident & Case Management  Security Patrols  Reception/Concierge Service  Emergency Medical Technician (EMT) Services  Ambassador Service  Transportation Services  Secure Trax® Security Management Software
    • 10 G4S Secure Solutions USA Business Process Challenge Automate Time & Attendance • Over 40,000 Employees across the US • Located at Remote, Client Owned Sites • No Access to PC/Web and No Permission to Install G4S Equipment • Large Spikes of Activity During Peak Shift Change Times • Very Little Activity Outside of Peak Shifty Change Times • Maintain a High Confidence Level of Officer Identification
    • 11 G4S Secure Solutions USA Business Process Solution Telephone CheckIn with Voice Biometrics – Hosted Platform • Over 40,000 Employees across the US • Located at Remote, Client Owned Sites • No Access to PC/Web and No Permission to Install G4S Equipment  Clients are agreeable to G4S officers use their telephones  Can also use Cell Phones • Large Spikes of Activity During Peak Shift Change Times • Very Little Activity Outside of Peak Shift Change Times  Hosted Platform is Scalable and Handles Call Volume Better  Relieves G4S from Purchasing/Maintaining Infrastructure • Maintain a High Confidence Level of Officer Identification  Voice Biometrics along with Identification Numbers
    • IN SUMMARY • CEBP will continue to be high growth segment • Mobile devices enables multiple channels • Consider resources like Location Based Services, Operator Lookup, and Voice Biometrics to make your application smarter 12