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Overview of: Customizable Packaged Speech Applications for Nortel’s Hosted IVR Program

Overview of: Customizable Packaged Speech Applications for Nortel’s Hosted IVR Program. January 2008. Summary. Nortel offers two different VoiceXML application approaches for its hosted IVR program:

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Overview of: Customizable Packaged Speech Applications for Nortel’s Hosted IVR Program

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  1. Overview of:Customizable Packaged Speech Applications for Nortel’s Hosted IVR Program January 2008

  2. Summary Nortel offers two different VoiceXML application approaches for its hosted IVR program: • Traditional approach: 100% custom application development, for highly complex projects that require a high degree of customization and project management; • Customizable Packaged Speech Applications, under which “70% complete”, productized speech applications are customized to meet a customer’s need. These applications: - allow accelerated deployment (10-12 weeks); - will often be more economical than a “100% custom” approach; - have comparable speech recognition technology and design sophistication.

  3. Customizable Packaged Speech Applications • Available for the most typical IVR speech applications across a wide number of industry verticals and public sector agencies. • Use the same underlying speech recognition engines (Nuance, others) y as “fully custom” projects. • Simple pricing structure: setup fee + per minute fee • Allow customization of call flow, “personality” and other typical parameters -- refer to audio clips for examples. • Include sophisticated reports/analytics, that are common across all applications (call metrics, time-phased trend analysis, call engagement and completion rates, etc.) • Proactively monitored, managed, & supported

  4. Direct Response Public Sector Utilities • Across All Industries • Call Steering • Survey • FAQ Insurance Health Care Financial Services Catalog Retail Hospitality • Travel Typical Customizable Packaged Apps (1)

  5. Typical Customizable Packaged Apps (2) Retail Gift Card Inventory Status Lead Capture Account Loyalty Order Taking Order Status Shopping Store Locator Welcome Financial Services Account Management Loan Application Welcome Banking Branch ATM Locator Credit Card Customer Notification Catalog Welcome Catalog Request Member Programs Order Status Order Taking Shopping Store Locator Public Sector Benefits Admin Office Locator Forms request Scheduling Claims administration Healthcare Account Management Claims Status PCP Locator Welcome Pharmacy Locator Prescription Request Prescription Status Prescription Refill Eligibility Travel Fare Finder Flight Status Welcome Frequent Flyer Passenger Notification Reconfirmation Reservation Booking Direct Response Lead Capture Welcome Promotion Order Order Status Hospitality Reservation Confirm Cancellation Hotel Information Customer Loyalty Rate Finder Reservation Booking Welcome Utilities Start & Stop Service Service Outage Account/Payment Welcome Customer Notification Insurance Account Management Claims Status Eligibility

  6. Week 6 Week 5 Week 3 Week 2 Rapidly Deployment ofCustomizable Packaged Speech Applications • Deploy in 10 – 12 weeks • Sample Timeline: Catalog Request Application Tuning Phase Customer Service Results Signed off Project Start Client Testing Live Calls Client Acceptance Project SOW Week 9 - Select literature- Collect name, address, #s- Confirm details

  7. Voice Character Persona Pace Gender Customization Parameters • Blend with existing customer live agent process • Branded persona unique to each application • Diction – choice of words, phrasing • Voice – vocal characteristics • Pace - Gender • Plus • Multiple Languages • Musical elements Diction Age

  8. Technology/Art of Voice User Interface Agent: What’s your first item? Caller: I’d like 2156-14790-1011 in blue. Agent: OK, is that sea-blue or navy-blue? Caller: Navy-blue. Agent: And what size? Caller: Um, that’s size 6-8. Agent: OK, size 6-8 and--- Caller: Uh, no, wait! Make that the smaller size in 2-4. Agent: So, you want the Fringed Sweater in navy-blue and size 2-4. Is that correct? Caller: Right. Disambiguation Multi-Slotting Flexible Recognition Passive Confirm Correction Active Confirm

  9. Speech Application Console Empowering Customer IVR Operations ) • Gives customers control and self-sufficiency; allows rapid response to changing business needs. • Customer personnel who complete a 1-day training session may make “changes on the fly” • Change prompts • Change call flows • Upload new recordings • Roll back and recovery

  10. Console: View Call Flows in Graphical Flowchart

  11. Console: Managing Prompts • Edit, change and play any prompt in the call flow

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