EFFORTLESS ACCESS THROUGH INNOVATIVE TECHNOLOGY

Considering Speech?

Considering Speech?

Considering speech recognition? It can be a powerful addition to your technology team and understanding where the financial rewards are will help you make the right decision when it comes to speech for your environment. Speech recognition will improve internal communications, eliminate abandoned calls, reduce telephony expenses and increase customer service and satisfaction.

We will explore how speech recognition can help manage one of the most dynamic services a communications department provides, the enterprise directory.

We will walk through the data import process and a typical application. We will also share with you a case study from the University of New Hampshire and an ROI exercise that will help you substantiate your decision to employ speech recognition. Our goal for this session is to provide you with

Pulling the Pieces Together

      

Enterprise Directory Information

Challenges to meet!

Provide accurate information Automatic updating of the data base Deploy easy to learn technology Cost effective Increase productivity Eliminate abandoned calls Reduce/eliminate on-hold

Questions to ask

Enterprise Directory Information



WHO

needs access 

WHAT

information do they need 

WHERE

should the information come from 

WHY

bother 

WHEN

do they need access 

HOW

do they access

Pulling the Pieces Together

Enterprise Directory Information

WHO

  

needs access?

Employees/Temporary Employees Business Associates Transient Population • Consultants • Patients • • Hotel Guests Students  External Callers/Customers

Pulling the Pieces Together

Enterprise Directory Information

WHAT

            

Information do they need?

Extension Alternate Extension Fax Cell Phone/Wireless Devices Pager Email Departmental Information Status Alternate Contacts Local Information Directions Emergency Procedures Notes and Misc Information on Directory Entries

Pulling the Pieces Together

Enterprise Directory Information WHERE

should it come from?       The PBX HR Packages LDAP Active Directories Outlook Or any source that has components of required information

Pulling the Pieces Together

Enterprise Directory Information WHY

bother?



A Well Managed Directory Enhances Efficiencies

• Provides accurate & up-to-date information • Creates an efficient single point of entry with automated directory administration • Minimizes overhead associated with manually compiling information necessary to process calls Reduce or re purpose full time operator FTE’s by 40-50% • • • • Eliminates abandon call rate and reduces costly time on hold Pays for itself in reasonable timeframe - 6 to 9 months Continued savings through lifecycle 

Call Handling Enhances Service/Satisfaction

• • Provides the opportunity to automate information flow Creates an environment that makes self service possible • Required information becomes readily accessible.

Pulling the Pieces Together

Enterprise Directory Information When

do they need access?

 Traveling on business  From the desk  Away from the desk  After hours  On weekends  Any Where – Any Time!

Pulling the Pieces Together

Enterprise Directory Information How

do they need access?

 From any where, any time

THE SOLUTION

A Simple Call Flow Process

SDC Comprehensive Database

Importing the Information

• Customer Provided • Custom, Excel Spreadsheet etc.

• PIM (Healthcare - Real-time TCP/IP HL7) • PMSI (Hospitality Property Management System Interface) • Enterprise Directory Import and Export (EDIX) • Peoplesoft • LDAP • ASCII (comma or tab delimited files) • SQL Database • Active Directory

Speech Solutions

• • • • • Non-Proprietary/Open Platform – VoiceXML Leverage existing web enabled applications Offer alternative communications channel for those without web access Manage only one set of business rules & data connectivity Speech recognition makes it friendly & easy to use

IntelliSPEECH

Auto Attendant Main Greeting General Information Ask for a Person or Department by Name Personal Assistant Or Say Operator HELP

Main Greeting HELP

IntelliSPEECH

Auto Attendant

Up to Nine Status Notifications – All user configurable on a system level Up to Nine End-Points May be defined Four of which are user configurable on a system level

General Information Ask for a Person or Department by Name At Desk Cell phone Mary Smith Scott Adams Personal Assistant RAD ICU MRI CT Mammogram Specials ER Or Say Operator LAB

Main Greeting HELP

IntelliSPEECH

Personal Assistant General Information Ask for a Person or Department by Name Personal Assistant Access via Biometric Security

Email Manager (Listen and respond to your emails) Change Status and Status Expiration Re-assign Pager and Pager Expiration Set “Reachable At” Option Assign End Point Order Ability to Change/Manage the End Point Information

Or Say Operator

Main Greeting HELP

IntelliSPEECH

General Information 6X6 Information Portals, each Portal has up to 6 sub-sets General Information Ask for a Person or Department by Name Personal Assistant

Directions Visiting Hours Lodging Dining Gift Shop From the North From the South From the East From the Airport From the Train

Or Say Operator

IntelliSPEECH

Speech Services Includes the following Performance Improvement and Tuning

• All Names Professionally Recorded • Nightly Remote Monitoring of: – System Health, are the ports functional?

Is the system up and functioning properly?

Transaction completion, how many calls are coming in to the system and are they connecting to the correct destination at an acceptable level of 95% Weekly client transaction reports are forwarded automatically to the customer Recognition performance, SDC will work to increase the accuracy of call processing by tuning:   And Adding Synonyms  Regional Adjustments Out of Vocabulary (OOV) Adjustments

New Name Cycle

Admin Keeping the information fresh and up-to-date impacts the ROI

Matt & Johnson already professionally recorded will be available to the system in 10 minutes after the name/extension is added to the data base Matt or Johnson not professionally recorded will be available via TTS in 10 minutes The Enterprise Directory Matt Johnso n Adding Matt Johnson Names not already in the system are professionally recorded within 5 – 7 days Database Interface IE: HR Interface / PIM or PMS TCP/IP Interface

IntelliSPEECH

The Return on Investment

Reasonable Metrics

A C D Q U E U E PI CK (1) Good Morning, thank you for calling…….. (5) I’d like to speak with Detta D… (4) Thank You….

(2) Does search for Detta Donoghue using paper directory ……. (8) One M…….. (2) X (1) 23 Seconds With no directory solution PI CK (1) Good Morning, thank you for calling…….. (5) I’d like to speak with Detta D….. (4) Thank you (types D…and trans call) …(5) 8 Second Call Reduction With a pc-based intelligent console Good Afternoon, welcome to System Development Co of NH Incorporated. Say the name of the person…….(10 ) Person says name Transferring to Detta D.. (3) 10 Second Call Reduction With a speech application (no barge-in) Good..

(2) Detta D..

(2) Transferring to Detta D.. (3) 16 Second Call Reduction With a speech application (with barge in)

Calling Statistics

Call to call avg seconds Calls per hour Operator calls handled per 7 hour shift Avg 36 100 700 Call to call avg. seconds Calls per hour - per port IntelliSPEECH ring / 4 ports ® Calls per hour including 20 180 720 5760

NOTE: Be sure to keep good stats, they will help you justify any new application.

Peak 25 144 1000

Lab Exercise ~Time Analysis

The Delta Answering Method Working Days Per Year 52* Operator Typical Speech Application 260 365 24/7 Availability No Vacations Less Vacation Less Sick Time -10 -5 245 0 0 365 No Sick Time 120 Days Gained Working Days Available Total Time Available to Extend Calls * Per eight hour shift 1,960 Hours 35,040 Hours 33,800 Hours Gained

Lab Exercise ~ Cost Analysis

The ROI Answering Method Operator Typical Speech Application 1) Available Days 2) Cost per Answering Method 245 $40,000* 245 $21,276** Apples to Apples One Half Annual Cost, Dropping After 3 years 3) 2/1 = Cost per day $163 $87 50% Cost Savings 4) Calls Per Day 700 700 Handling 5760 calls per 8 hour day - 4 port configuration 5) 3/4 = Cost per call handled $.23

$.12

($.11) ** Cost is estimated and based on a monthly lease with SpeechServices for 4 Ports *Number represents fully burdened salary for 1 agent

Lab Exercise ~ Cost Analysis

The ROI Answering Method Operator Typical Speech Application Full Capacity 1) Available Days 2) Cost per Answering Method 3) 2/1 = Cost per day 4) Calls Per Day 245 $40,000* $163 700 365 $21,276** $58 700 One Half Annual Cost, Dropping After 3 years Additional Cost Savings Handling 5760 calls per 8 hour day - 4 port configuration 5) 3/4 = Cost per call handled $.23

$.08

($.15) ** Cost is estimated and based on a monthly lease with SpeechServices for 4 Ports

How and Where to Look for the ROI

   Opportunity to Repurpose/Refocus Main Answering Operators    Process and Recapture Abandon Calls Reduce Costly Toll-Free Monthly Expenses Eliminate Directory Publishing and Distribution  Generate Revenue by Processing Higher Call Volume Eliminate the use of DID Trunks Increase Employee Productivity through Improved Communication Tools

Thank You Questions?