message technologies, inc. measuring success for hosted speech applications presented by: laura...
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Message Technologies, Inc.
Measuring Success for Hosted Speech ApplicationsPresented by:
Laura GrahameTechnical Manager
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
The Power of Hosting
The Hosting Model:
“As it relates to speech, uptake for
VoiceXML hosted and premise-based
managed speech services in North
America is outpacing that of traditional
premise-based deployment models.”
Source: Datamonitor
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
The Power of Hosting
Benefits of Hosting Lower entry costs for speech Proliferation of VoiceXML Increased deployment flexibility
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
The Power of Hosting
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Types of Hosting
Complete
Front End
Hosted Infrastructure
Managed Services
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Types of Hosting
Complete Telephony lines Hardware Speech servers Application servers Professional Services
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Types of Hosting
Front End Speech servers at hosting site Application on customer premises Professional services provided by host
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Types of Hosting
Hosted Infrastructure Speech servers at
hosting site Application servers
and development on customer premises
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Types of Hosting
Managed Services Speech and application servers in
customer data center Hosting professionals supply
resources and services on premise
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Why Choose Hosting?Efficiency Reduce time to market by relying on
trained professionals whose core competency is speech
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Why Choose Hosting?
Efficiency Multi tenant environments share
knowledge and expertise gained from each application, enhancing stability and performance
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Why Choose Hosting?
Efficiency Skilled in-house resources can focus
on the integration to the hosted application that best suits your unique business environment and strategy
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Cost Telephony hardware, licenses and
other investments are extremely expensive, and require ongoing maintenance and expenditures
Why Choose Hosting?
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Why Choose Hosting?
Cost Pay as you go systems are ideally
suited to handling seasonal or marketing traffic spikes without incurring agent overhead during off peak times
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Why Choose Hosting?
Safety Redundancy prevents down time Disaster Recovery Management HIPPA compliance
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Qualify the Business Initiative
Quantify the Success Criteria
Set the Expectations Clearly
Monitor the Implementation
Iterate Evaluation and Tuning
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Qualify the Business Initiative Be realistic, is it a good fit for
speech? What problem do they need to
solve? What are their goals? What is the most important
benefit of speech for them?
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Quantify the Success Criteria What are the current solution’s
strengths and weaknesses? What are their call completion rates? What are the closing, service, cost-
per-call or other ratios necessary to meet?
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Monitor the Implementation Use whole call recording and transcription
services to fully understand the caller experience
Take advantage of the sophisticated metrics logging to gather critical information about speech recognition
Utilize real-time survey data for a temperature check
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Iterate Evaluation and Tuning Compare the results of the call center and
IVR initiatives Target application and recognition hot
spots, adjusting the script and / or the grammars accordingly
Identify value adds available to the customer
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving Success
Surveys Provide Sharp Focus into Caller Satisfaction
How would you rate your Virtual Agent experience?
Rating 1 2 3 4 5
Percentage of Callers 7% 5% 10% 28% 50% 100%
78% rated the Virtual Agent experience as Very Good or Excellent!
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Driving SuccessSet the Expectations Clearly Some opt outs are a given Achieving success requires ongoing
monitoring and fine-tuning The end goal is an improved customer
experience
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Message Technologies, Inc.
Over 12 years experience in hosting speech IVR applications
Reliable infrastructure with no single point of failure 99.97% or better service availability Best-of-breed voice and data platforms Highly secure physical environment 24/7 monitoring and support
MTI provides customers with best-of-breed technology from industry-leading providers within a carrier-grade secure facility.
2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved
Message Technologies, Inc.
Laura Grahame
Technical Manager