Speech-World Call Center Applications Panel Kipton Heuertz Vice President Product Marketing, Americas Eicon Networks Corporation

Current Applications for Speech IVR - Call Center Self Service o Obtain information: stock quotes, sports, news,weather, horoscopes, account balances o Conduct transactions: place orders, check order status, locate stores, make reservations, transfer funds, balance inquiry, etc. Automated attendant o “For sales, Press 1 or say ‘sales’” o “Say the name of the person or department you’re trying to reach” Dial-by-voice – Internal Dialing o Speak the person’s name or extension Messaging o Browse, List and Play messages o Reply to and voice messages – cross modal o “Read me my urgent messages”

Speech Recognition Application Segments Total End-User Revenue IVR 55.1% Messaging 33.8% Telco OS 11.1% IVR 33.5% Messaging 47.5% Telco OS 19.1% Source: Voice Information Associates, ASR in Telephone Applications, the World-wide Market $458.3 million Total $2,497.1 million Total

AAA reduces Call Duration and drives down cost of service using speech from Nuance… Call Duration Speech Agent Results: Call Duration >Reduced call duration by 54% from agent to speech >$1.90 saved per call (on average)

…and increases Agent Productivity so they can focus on more complex tasks Annual Hours Saved Results: Agent Productivity >Nearly 5,000 hours of agent time saved across multiple application areas >Productivity improvements equivalent to 5 FTEs

Key Steps to selling speech solutions Identify customer needs and opportunities Cost reduction, improved customer care, new services, security, etc. Other objectives: measures of success, brand image, etc. Customers’ interest for communication, service Competitive advantage Understand callers’ needs and habits Call-type frequencies Call completion rates Tasks automated by touch-tone Major reasons for transferring to agents or drop-out hot-spots Information passed to CTI Engage in a Discovery opportunity Explore the specific opportunities of your situation Develop statement of work Provide proposal for moving forward

Speech Engines Speech engines are the heart of the speech business. They provide for recognition between humans and computers. The main player for North America is: Nuance/Scansoft

Voice Development Platforms Voice development platforms provide GUI-based programming environment to build speech enabled applications Vocalocity Intervoice Envox Nuance NVP VoiceGenie

IVR Solution Providers Intervoice Genesys Avaya Cisco Call Manager Edify Aspect Interactive Intellegence ComputerTalk

Speech/Voice Boards Speech boards provide the communication to the public telephone network. They are also used to give telephony applications more horsepower for more intensive applications. Recognized global six companies…. Eicon Networks Intel/Dialogic Aculab Brooktrout NMS Communications Audiocodes

Market Needs for Growth Need to get more users to utilize self-service o Self-service must be a better alternate than going to a live agent o Truly understanding the needs of the callers - and meeting those needs!!! o Create a quality user experience Provide solutions that meet the real needs of their customers, not just sell them technology. Pre-packaged speech applications Customizable speech applications