Message Technologies, Inc. Measuring Success for Hosted Speech Applications Presented by: Laura Grahame Technical 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? Rating12345 Percentage of Callers7%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 Success Set 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