considering speech? effortless access through innovative technology

Considering Speech?

EFFORTLESS ACCESS THROUGH INNOVATIVE TECHNOLOGY

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

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

Pulling the Pieces Together

Enterprise Directory Information

Questions to ask

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


WHO needs access?Employees/Temporary EmployeesBusiness AssociatesTransient Population

• Consultants• Patients• Hotel Guests• Students

External Callers/Customers



WHAT Information do they need?ExtensionAlternate ExtensionFaxCell Phone/Wireless DevicesPagerEmailDepartmental InformationStatusAlternate ContactsLocal InformationDirectionsEmergency ProceduresNotes and Misc Information on Directory Entries



WHERE should it come from? The PBXHR PackagesLDAPActive DirectoriesOutlookOr any source that has components of required 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.



Traveling on business

From the desk

Away from the desk

After hours

On weekends

Any Where – Any Time!

When do they need access?



How do they need access?

From any where, any time



THE SOLUTION

A Simple Call Flow Process

Importing the Information

• Enterprise Directory Import and Export (EDIX)

• Peoplesoft

• LDAP

• ASCII (comma or tab delimited files)

• SQL Database

• Active Directory

• PIM (Healthcare - Real-time TCP/IP HL7)

• PMSI (Hospitality Property Management System Interface)

• Customer Provided• Custom, Excel Spreadsheet etc.

SDC Comprehensive

Database

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

Main

Greeting

Main

Greeting

Personal

Assistant

HELP

General

Information

Or Say Operator

Ask for a Person or Department by

Name

Auto AttendantIntelliSPEECH

Main

Greeting

Main

Greeting

Personal

Assistant

HELP

General

Information

Or Say Operator


Name

Cell phoneAt Desk

ICU

ER

LAB

RAD

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

Mary Smith

Scott Adams

MRI

CT

Mammogram

Specials

Auto AttendantIntelliSPEECH

Main

Greeting

Main

Greeting

Personal

Assistant

HELP

General

Information

Or Say Operator


Name

Personal Assistant

Change Status and Status Expiration

Re-assign Pager and Pager Expiration

Assign End Point Order

Set “Reachable At” Option

Email Manager (Listen and respond to your emails)

Ability to Change/Manage the End Point Information

Access via Biometric Security

IntelliSPEECH

Main

Greeting

Main

Greeting

Personal

Assistant

HELP

General

Information

Or Say Operator


Name

IntelliSPEECHGeneral Information

6X6 Information Portals, each Portal has up to 6 sub-sets

Directions

Visiting Hours

Lodging

Dining

Gift Shop

From the North

From the South

From the East

From the

Airport

From the Train

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:

Regional Adjustments

And Adding Synonyms

Out of Vocabulary (OOV) Adjustments

IntelliSPEECH

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

Adding Matt

Johnson

Admin

Database Interface

IE: HR Interface / PIM or PMS TCP/IP Interface

Names not already in the system are professionally recorded within 5 – 7 days

Matt Johnso

n

New Name Cycle

The Enterprise

Directory

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

IntelliSPEECH

The Return on Investment

PICK (1)

Good Morning, thank you for calling…….. (5)

I’d like to speak with Detta D… (4)

ThankYou….(2)

Does search for Detta Donoghue using paper directory ……. (8)

One M…….. (2)

Reasonable Metrics

PICK (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)

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)

Good..

(2)

Detta D..

(2)Transferring to Detta D.. (3)

16 Second Call Reduction



23 SecondsX

(1)

With no directory solution

With a pc-based intelligent console

With a speech application (no barge-in)

With a speech application (with barge in)

A

C

D

Q

U

E

U

E

Operator calls handled per 7 hour shift

Avg

700

Call to call avg seconds

36

100 Calls per hour1000

25

144

Calling Statistics

Peak

Calls per hour 5760

IntelliSPEECH® Calls per hour including ring / 4 ports

180

20

720

Call to call avg. seconds Calls per hour - per port

Calls per 8 hour shift

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

Working Days Per Year 52*

* Per eight hour shift

260

Less Vacation -10

Less Sick Time -5

Total Time Available to Extend Calls

245Working Days Available

1,960 Hours

365

0

0

365

35,040 Hours

24/7 Availability

No Sick Time

No Vacations

33,800 Hours Gained

120 Days Gained

Lab Exercise ~Time AnalysisThe DeltaAnswering

MethodOperator Typical Speech

Application

One Half Annual Cost, Dropping After 3 years

700

1) Available Days

4) Calls Per Day

245

$163

245

$40,000*

*Number represents fully burdened salary for 1 agent

$21,276**

** Cost is estimated and based on a monthly lease with SpeechServices for 4 Ports

5) 3/4 = Cost per call handled

$.23

$873) 2/1 = Cost per day

700

$.12 ($.11)

50% Cost Savings

Handling 5760 calls per 8 hour day - 4 port configuration

Lab Exercise ~ Cost Analysis

Apples to Apples

2) Cost per Answering Method

The ROIAnswering Method

Operator Typical Speech Application

1) Available Days

4) Calls Per Day

5) 3/4 = Cost per call handled

3) 2/1 = Cost per day

2) Cost per Answering Method

The ROIAnswering Method

Operator Typical Speech Application

365

$21,276**

** Cost is estimated and based on a monthly lease with SpeechServices for 4 Ports

$58

700

$.08 ($.15)

Full Capacity

One Half Annual Cost, Dropping After 3 years

Additional Cost Savings

Handling 5760 calls per 8 hour day - 4 port configuration700

245

$163

$40,000*

$.23

Lab Exercise ~ Cost Analysis

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

How and Where to Look for the ROI

Thank You

Questions?

considering speech? effortless access through innovative technology

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