1. Call Center Deployments Keith Herold Lead Speech Recognition Engineer Thursday, March 25, 2004 2:00pm – 3:15pm

2. Infrastructure Decisions Finding the pain Case Studies Topics

3. Hosted or On-Site Standards or Proprietary Platforms Speech Technology Vendor Infrastructure Decisions

4. Motivation Speech Enable What Makes Sense Plan Big, Start Small Finding the Pain

5. Voicemail company with 30 call center employees Call center runs 24 hours a day/7 days a week Receives calls from throughout the nation Wanted to implement speech recognition and still be cost effective Uses 4 ports of LumenVox’s Speech Driven Information System (SDIS) Deployed First Application on January 1, 2002, still running History of Progressive Computing

7. 62% of people were placing orders 27% of people were requesting local access numbers 11% of people were asking random questions Progressive Computing’s Pain

8. Automate largest “easy” pain – Telephone numbers Simple call flow Progressive Computing’s Plan

9. Avg Hold Time Per Month in Sec

10. Progressive’s Next Pain Customer Survey Process Mail-based Time Consuming Expensive

11. Progressive’s Plan Automate survey New Process

12. Automated Survey Benefits Higher response rate Immediate reporting capability Reduced costs in postal and data entry

13. Percentage of Automated Answers

15. Keith Herold Lead Speech Recognition Engineer KeithHerold@LumenVox.com (877) 977-0707 Just Say “Keith Herold” Thank You