5 Fears That Hold You Back
   Webinar 2nd April 2009
Introduction

• Welcome!
• Housekeeping




Claire Conroy
Marketing Executive



 c.conroy@speechstorm.com
Roger Chidwick
Sales & Marketing Director
Agenda

 • Introduction to SpeechStorm
 • Benefits of Self-Service
 • 5 Common Hurdles to success
 • Case Study
 • What do...
Introduction to SpeechStorm
About SpeechStorm


Division of Kainos since 2004


270 business & technical consultants


21 year track record in IT deli...
What do we do?

We provide Customer Centric phone self-service
Business solutions that give customers the service they
wan...
But Why use Self-Service?




   Ease of Use
   Convenience
   24 x 7
   Intuitive
   Faster
Benefits of phone self-service




   Huge cost savings          Happier agents              Happier customers

    Cost ...
So why isn’t everyone doing it?
What are the hurdles to success?




 Customer
 Reaction   Usability   Is it Proven?   Cost Savings?   Flexibility?
1. Customer Reaction

• My customers want    • Customers want
  to talk to people!     quick and efficient
               ...
2. Usability

• Will it cope with   • Yes! SpeechStorm
  regional accents?     has many year
• What if customers     exper...
3. Is it proven technology?
                         •   Speech recognition and text-to-
• Will the technology        spee...
4. Cost Savings

• What Cost Savings    • Phone self-service
  can I expect?          is about 25% of the
                ...
5. Flexibility

• My infrastructure is  • Hosting negates the
  old and complex         need for complex
• Is it hard to m...
What are the hurdles to success?




 Customer
 Reaction   Usability   Is it Proven?   Cost Savings?   Flexibility?
Case Study
Case Study – Comet

     Customer                                                                                         ...
What does SpeechStorm have
          to offer?
New Era of phone self service
How we do it?
                • SpeechStorm enables a
                  complete self-service
                  picture fo...
IVVO speech applications

                   Agent-Assist: Captures information &
                   requirements prior to...
Delivery Options
Summary
Summary

• Self-service works! It is:

  – Very cost effective, it has an instant impact
    on your Operational Costs
  –...
Webinar Offer



   SpeechStorm is offering a Free Discovery
   to find the optimum way to deploy phone
   self-service in...
Questions?
Contact Details



             Roger Chidwick
          Sales & Marketing Director

            M: +44 (0)7814 731037
   ...
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5 Fears of Speech Recogntion

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SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system.

The key questions are:
1.) What is the customer reaction to IVR?
2.) Will I be able to use it in my organisation?
3.) Is it proven?
4.) Are there cost savings?
5.) How flexible is the system?

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5 Fears of Speech Recogntion

  1. 1. 5 Fears That Hold You Back Webinar 2nd April 2009
  2. 2. Introduction • Welcome! • Housekeeping Claire Conroy Marketing Executive c.conroy@speechstorm.com
  3. 3. Roger Chidwick Sales & Marketing Director
  4. 4. Agenda • Introduction to SpeechStorm • Benefits of Self-Service • 5 Common Hurdles to success • Case Study • What does SpeechStorm have to offer? • Questions • Close
  5. 5. Introduction to SpeechStorm
  6. 6. About SpeechStorm Division of Kainos since 2004 270 business & technical consultants 21 year track record in IT delivery Carrier-grade speech applications 2008 revenue > £20M
  7. 7. What do we do? We provide Customer Centric phone self-service Business solutions that give customers the service they want through the appropriate channel: Touchtone, SMS, Video or Voice. We automate simple business processes, normally on a Hosted basis and greatly reduce costs as a result.
  8. 8. But Why use Self-Service?  Ease of Use  Convenience  24 x 7  Intuitive  Faster
  9. 9. Benefits of phone self-service Huge cost savings Happier agents Happier customers  Cost per call, average  Staff are freed up from  Overall customer reduction 60-80% having to handle routine service capability requests expanded and improved  Average handling time decreased  Reduction in agent  24 x 7 availability of self attrition service applications  Higher service levels  Decrease in customer wait times through  Reduction if call queues handling time and service delivery costs
  10. 10. So why isn’t everyone doing it?
  11. 11. What are the hurdles to success? Customer Reaction Usability Is it Proven? Cost Savings? Flexibility?
  12. 12. 1. Customer Reaction • My customers want • Customers want to talk to people! quick and efficient service • Customers don’t like badly designed Customer systems Reaction
  13. 13. 2. Usability • Will it cope with • Yes! SpeechStorm regional accents? has many year • What if customers experience of tuning don’t like it? applications • Customer Advocacy Usability
  14. 14. 3. Is it proven technology? • Speech recognition and text-to- • Will the technology speech are mature technologies work for my used by 1,000s of companies organisation? • Natural language now available too • most properly designed applications achieve 90%+ completion rates Is it proven?
  15. 15. 4. Cost Savings • What Cost Savings • Phone self-service can I expect? is about 25% of the Cost-to-Serve of an agent • Payback of Hosted Cost Savings? apps in 6 months
  16. 16. 5. Flexibility • My infrastructure is • Hosting negates the old and complex need for complex • Is it hard to manage? integration projects • Business people control the system Flexibility with a web browser
  17. 17. What are the hurdles to success? Customer Reaction Usability Is it Proven? Cost Savings? Flexibility?
  18. 18. Case Study
  19. 19. Case Study – Comet Customer Challenge One of the largest high-street retailers in the Increase call handling capacity by UK & Ireland automating low value & routine calls! Recognised in Top50 UK contact centres for • Automation of all store locator information supporting 250+ branch network • Provide self-service access to delivery enquiries • introduce speech into current IVR structure with Large on-line and contact-centre sales presence to support retail minimal integration & no disruption to service Solution Benefits Estimated 400K+ call removed from contact- SpeechStorm applications deployed for all centres into self-service Store Locator & Delivery Enquiries calls 90%+ self-service completion for delivery Provided on a hosted basis routing calls from enquiry calls BT network IVR to SpeechStorm platform Dramatic reduction in overall costs, currently Options include SMS follow-on information ahead of business case and agent transfer. True brand reinforcement as technology leader “We are continually searching for new ways to provide better customer service. Speech is a powerful technology that will help us to realise that vision, and SpeechStorm is at the forefront of the market in its experience and expertise in developing and delivering speech self-service solutions “ Simon Parkinson, General Manager - Customer Information Centre , Comet PLC
  20. 20. What does SpeechStorm have to offer?
  21. 21. New Era of phone self service
  22. 22. How we do it? • SpeechStorm enables a complete self-service picture for customer phone calls • We help organisations transform from Self- Serving IVR to Customer Centric Self- Service  We offer performance guarantees to help de- risk these exciting new technology projects
  23. 23. IVVO speech applications Agent-Assist: Captures information & requirements prior to connecting to a live agent. Self Service: 100% self-service capability, including payments, locate nearest store, account balance & stock checks Outbound: interactive outbound calls such as insurance policy renewals, appointment confirmations & consumer questionnaires. Specialist: For more specific requirements, SpeechStorm can develop tailored applications for any purpose Like having your best agents on duty 24/7!
  24. 24. Delivery Options
  25. 25. Summary
  26. 26. Summary • Self-service works! It is: – Very cost effective, it has an instant impact on your Operational Costs – Easy to manage – Removes ‘drudge’ calls from your Call Centres, increasing agent effectiveness – No complex integration required
  27. 27. Webinar Offer SpeechStorm is offering a Free Discovery to find the optimum way to deploy phone self-service in your business, to the first 3 companies to request it by 9th April.
  28. 28. Questions?
  29. 29. Contact Details Roger Chidwick Sales & Marketing Director M: +44 (0)7814 731037 E: r.chidwick@speechstorm.com www.speechstorm.com

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