TSLAB

Agenda Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusions Video

The Virtual Receptionist

Agenda The product Background Goals Achievements Frame work

The product A proof of concept A web based system which allows people to contact other people based upon  Willingness  Availability  Preferences.

Background The need at KTH/ICT Lab

Project Goals Technical goals Non Technical goals

Achievements

Project Framework Pre study Requirement gathering and specification System design Implementation Testing Market analysis

Agenda Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Technical implementation Software development process Tools and technologies Software architecture Development strategy Testing and deployment

Development process Waterfall model Pre-study Software Requirements Specification Story boards Data model Functional Specification

Tools and technologies Java Platform Java + JavaServer Pages (JSP) Apache Tomcat + MySQL DBMS SIP Express Router (SER) + rtpproxy + MySQL + PHP NetBeans, DBDesigner4, SubVersion

Software architecture Model 1 MVC / Model 2

Development strategy Presentation Layer Business Logic Layer Data Access Layer

Testing and deployment Unit testing Integration testing Web Application aRchive (WAR)

Agenda Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Agenda Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Suggestions for future work SMS MMS Video call Remote opening of door Integrated sip client Scheduling and calendar User Interface Admin interface Totally sip based solution Stand alone application

Communication channels Addition of new communication channels like SMS, MMS, voice with video. SMS – Instant readability and reachability MMS – Voice with video – Needs a webcam but makes chats interesting. Camera at entrance kiosks and remotely controlled doors.

Scheduling and calendar More enhancement to the current basic calendar function. Current status based on calendar. Create plug-ins for handling external calendar concepts like Microsoft Outlook and Exchange.

An integrated SIP client Embedded Java SIP-client in the web pages. Easier to make voice calls as no need to install and activate an external SIP client application.

Stand-alone application The kiosk could have a stand-alone application for the kiosk instead of a web interface solution. Will make it user friendly. Standardized look with all services integrated.

Totally SIP based solution A totally new solution using presence and instant messaging functions of SIP. Use functions like presence, location, call state, willingness, preferred medium, caller and callee preferences, call forking, etc.

User Interface and Admin Interface A user interface design in collaboration with user requirements. Addition of a GUI Admin Interface to add/remove communication channels, users, update default preferences

Agenda Introduction Solution and goals System overview Demo Market analysis Conclusion Questions

Market analysis Making the picture of the market for the Virtual Receptionist in Sweden clearer:  Select the most attractive customer segment  Identify various customer requirements

Competing solutions Creates the greatest benefits for assisting physical visitors  The conventional receptionist is the most common solution  The Virtual Receptionist can perform similar tasks The competing solutions  Outsourcing the reception  Entry phone systems

The market segmentation Performing segmentation at two levels:  Strategic segments  Potential customer segments Strategic segments:  Facility service segment  Access control segment

The analyse model Strengths and weaknesses of The Virtual Receptionist SWOT analysis of the access control segment SWOT analysis of the facility service segment Opportunities and threats for the virtual receptionist

The result Opportunities:  Reduce the costs for the reception area  Serve smaller and medium sized businesses that can’t afford a manned reception Threat  The competitors that are developing and marketing entry phone systems  The Virtual Receptionist can however compete by using its strength

Three potential customer segments Home care:  Identified by TSLab  Expanding and is looking for IT solutions  The concept of Virtual Receptionist in its present design is not meeting their needs Offices  Large  Small

Small Offices  Companies with less then 50 employees  99 % of the companies in Sweden (Statistics Sweden, 2001)  Not investing much money on reception services  Tough competition from entry phone suppliers Large Offices  Making biggest investments in the reception and other facility services  Looking for different solutions to make the facility services more cost effective  Already is a development, with the self-registration terminal, to unload the receptionist  Doesn’t have to replace the reception completely Three potential customer segments

Health centres  Investigated by interviewing two persons working with facility services within Locum AB’s Community Healthcare area.  Properties without a reception in the entrance  Hard for the patients to find the way to right surgery  Can help release the pressure when there is a reception Health centres - The most attractive segment:  Can use its major strengths to serve the customers’ needs  No competing solutions are at present available

Recommendations Product requirements for health centres:  Functions were the patients can register themselves and see the status of their appointment  Design of the terminal Establishing the Virtual Receptionist for the health centres can take time:  Therefore recommended to collaborate with Locum by adjusting the Virtual Receptionist to Locums needs and installing a prototype for testing and evaluation at Locums operation.