1. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 1 August 22, 2007 Presented by Jason Tepper Cisco Contact Center Business Unit Worst Practices When Not to Use Speech SpeechTEK 2007

2. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 2 Worst Practice #1 Preparation. Who needs it? “Build it and they will come"

3. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 3 Best Practice Preparation. We all need it.  Keep applications focused and interactions simple  Design a clear path in your call flow to quickly identify complex tasks better suited for an agent  Utilize speech applications for easy, repeatable and often needed tasks (“a lot of a little”)  Use speech where it makes sense (Remember DTMF)

4. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 4 Worst Practice #2 Place speech applications in a vacuum. "Leave me alone, I'm an IVR"

5. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 5 Best Practice Open the doors and let the air in.  Let callers know what to expect from the system immediately  Make service and messaging consistent with other channels  Don’t make it difficult to connect to a human  Don't ask callers to repeat information to an agent already given to the IVR

6. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 6 Worst Practice #3 Create prompts you love to hate. “Can you hear me now?”

7. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 7 Best Practice Create prompts you love.  Use simple, crisp prompts and design for one word responses  Limit menu choices (e.g., Malcolm’s jars of jam, 401k)  Pay attention to voice talent direction/coaching "Are you calling about a 'new request' or an 'existing request‘ ?"  Don’t over “persona”  Use TTS cautiously

8. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 8 Worst Practice #4 Be tough on your callers. “You talkin’ to me?"

9. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 9 Best Practice Embrace your callers.  Don’t ask callers to repeat themselves when the system doesn’t understand them  Handle errors courteously with tapered error handling  Don’t disconnect on errors; connect to a human  Provide flexibility with universal commands and input preferences  Personalize the caller experience with dynamic customer information

10. © 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK 2007 10