Deploying On-Demand  Speech Recognition IVR for  Asterisk VON  Mar 2008 – San Jose, CA
Introducing Metaphor Solutions <ul><ul><li>Enable the adoption of speech application for every enterprise </li></ul></ul><...
Application Examples   <ul><li>Retail </li></ul><ul><li>Mail Catalog </li></ul><ul><li>Order Status </li></ul><ul><li>Acco...
<ul><li>Most basic application types: </li></ul><ul><ul><li>Data Capture or Self Service </li></ul></ul><ul><ul><ul><li>To...
A few words about Speech Recognition <ul><ul><li>Recognizes words or short phrases </li></ul></ul><ul><ul><li>What you wan...
Speech vs. DTMF <ul><ul><li>Address and Name Capture (spelling apps) </li></ul></ul><ul><ul><li>Easy to select from long l...
IVR Application Components ASR, TTS &  Gateway  Resources Authoring Scripts Debugging CTI Interface Reporting Logging Moni...
Components of a Speech IVR Deployment Asterisk Speech Application Caller Interface: Voice XML 2 Data Interface: Web Servic...
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
<ul><ul><li>Application:  </li></ul></ul><ul><ul><ul><li>Inbound Order Status w/alphanumeric (14) order ID </li></ul></ul>...
<ul><ul><li>Application:  </li></ul></ul><ul><ul><ul><li>Outbound Customer Notification of Outages </li></ul></ul></ul><ul...
<ul><ul><li>Application:  </li></ul></ul><ul><ul><ul><li>Inbound Time & Attendance for Remote Workers </li></ul></ul></ul>...
Key Messages <ul><ul><li>For less than 24-port usage use hosted IVR </li></ul></ul><ul><ul><li>Don’t reinvent the wheel – ...
Contact <ul><li>M Mobeen Khan </li></ul><ul><li>[email_address] </li></ul><ul><li>732-742-5617 </li></ul><ul><li>www.metap...
APPENDIX
<ul><li>Phone-based, automated customer self-service, data gathering over the phone, and proactive messaging over the phon...
What Calls Can be Automated Through an IVR? <ul><ul><li>Repetitive, Mundane Calls handled by humans </li></ul></ul><ul><ul...
Outbound Notification Benefits <ul><ul><li>Reduced Customer Service Costs </li></ul></ul><ul><ul><li>Increased Customer Lo...
Key Differentiating Features  for Metaphor IVR <ul><ul><li>Largest Number of Packaged Applications ready for use </li></ul...
Branded OEM Product Offering <ul><ul><li>Telco-grade Branded OEM IVR Solution for Managed Services </li></ul></ul><ul><ul>...
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Metaphor Customer Presentation Von Mar08

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  • Metaphor Customer Presentation Von Mar08

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

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