Transcription
Contact Centre Symposium 2007“The Customer Front Door”Paul McIntyreIntelleca
“The Customer Front Door”Paul McIntyre : Business Development ManagerIntelleca
Agenda Setting the scene Top Customer Expectations Why are customers frustrated? Enterprise obstacles to customer care Intelleca Company Overview The Intelleca Value Proposition Customer Snapshot Intelleca Speech and Self-Service Automation Solutions Intelleca’s Speech & Self-Service Automation Division The Self-Service Technology “Layer Cake” Case Studies Q&A
Top Customer Expectations Give me access choice be responsive Know who I am and my value as a customer Don’t make me repeat information/go over account history again Don’t transfer me around Don’t give me inaccurate or inconsistent information Tell me what to expect Meet your commitments Keep your promises Do it right the first time Follow upSource: Vanguard Communications
Why Are Customer Frustrated? First Contact Resolution is highest driver ofCustomer Satisfaction - yet it has not increasedin the last several years. Complexity of products/offerings drives theneed for better “triage” early in the contact Repeating information ‘keyed-in’ or spoken isone of the most common complaints Routing to wrong agent is not efficient oreffective, its just plain wrong. Islands of “best technology” often requireenterprise integration and may not getimplemented.“There is only one boss. Thecustomer. And he can fireeverybody in the company fromthe chairman down, simply byspending his money somewhereelse.”Sam Walton
Web sites, articles, news stories, all proclaim customer frustration
Enterprise Obstacles to Customer CareSeparate and Distinct teams handle; Carrier Services,ACDs, Routing, IVRs, e-mail, Web applications, Video Complexity: Each team is a silobut has complex challenges anddistinct reporting expectations. Technology: Integration of all thepieces is needed for a “happycradle to grave experience” Business processes: Processes need tobe streamlined to ensure sameexperience across the phone and the web
Key Areas of focus for 2007Sabio’s Top 5 Technology Trends for 2007 are aimed atoptimising the three key requirements for any successfulcontact centre customer experience — initial recognition,routing to the most appropriate agent, and thenensuring that you have the available resources toaddress their call requirements.These trends collectively reflect the growing requirement fororganisations to adopt the ‘customer-focused’ ServicePersonalisation approach they need to achieve majorservice transformations:1. Speech recognition2. Intelligent Call Routing3. End-to-end workforce optimisation4. Greater use of IP-enabled virtualisation5. “Detoxing” the agent desktopTop 5 Technology Trends for 2007 by SabioContact centre specialist highlights the AgentDesktop, Intelligent Call Routing, acceleratedSpeech deployment, Virtualisation andWorkforce Optimisation as key areas oftechnology focus for contact centres.Tuesday, 09 January 2007
Intelleca: Intelligence at the end of the line SA’s leading provider of Telco Grade Advanced Voice Solutions Focus is on open standards-based internet architectured IP voice solutions Areas of expertise: Self-service enabling technologies: VoiceXML applicationdevelopment and integration, Advanced Speech Recognition (ASR),Speaker Verification (Voice Biometrics) and Text-to-Speech Engines(TTS) “Virtual” Contact Centres, Contact Centre on Demand (CCoD)solutions and Managed Services Unified, pure all-IP Contact Centre Solutions Intelleca’s Approach: Focus is on Business Solutions Engineering business and technology solutions aroundour customer’s unique requirements.
The Intelleca Value Proposition:Why it is so compellingCustomer-Focused Understanding abusiness and the wayCommercializingInnovationSpeaker Verificationits Customer’s interactAuthenticationwith itPersona Design Knowing with whomUser Interface Designyou areWeb-based Profiling -communicatingVoiceXML Customer BehaviourSpeech Self-serviceUser Interface,Contact Centre onBrandingDemand ProfilingVOIP Matching the skillsVirtual contact centreand knowledge of anorganisation to theCustomer’sIntelligent call routingCall steeringrequirementsCTI Across the VirtualWorkforce ManagementOrganisation360 degrees CRM Understanding all thisText-to-Speech-TTSin a DynamicLocally developed IPEnvironmentPeopleProduct andVendorRelationshipsManaging a DynamicEnvironmentContinuousLeading with CertifiedEngineersUnique vendorrelationships with“Gartner MagicQuadrant”companiesSpeech ScientistsExclusivitySpeech EngineersSelect distributionAgreementsUser Interface (UI)designersLinguistsIndustry’s mostexperienced BusinessAnalysts andConsultantsJoint productdevelopment withVendor PrinciplesSolution ArchitectsSoftware DevelopersMarketersPrinciples use ourSI capabilitiesglobally“Customer ExperienceEngineers”Extended productdevelopmentIP ownershipThe highestnumber of certifiedengineers in SA perproduct categoryImprovement Process(CIP)Intelleca LabsiStudio
The Self-Service Technology “Layer Cake”
Intelleca Speech & Self-Service Automation DivisionIntelleca entered the self-service automation arena 7 years ago in 2000 and embarked on afascinating journey - certainly “not one for the faint hearted”! There were no standards in the market Speech interfaces to legacy IVR systems were non-existent and required large scaleintegration projects Applications had to be developed from scratch in proprietary environments with no accessto already existing web services application environments Recognition accuracy required large projects with a large amount of handcraftingToday Intelleca: services in excess of 50 Million calls per annum using VoiceXML and Speech has close on 100% market share of deployed VoiceXML platforms and 100% market shareof commercially deployed speech services with approximately only 5% of these calls breaking out to Agents These figures will at least double by this time next year
The Self-Service Technology “Layer Cake”Call FlowUsabilityVUI Design / PersonaVoiceXMLProprietary DesignerProprietary APIFunctionalitySpeech ApplicationDictionariesSLMsReference ModelsGrammarsDictionariesSpeech ResourcesAccuracy &PerformanceAcoustic ModelsLanguage PacksLanguage PacksAnti-speakersASRTTSSVSpeech EnginesMedia Resources / TelephonyOpen Standards
Media GateWayCall FlowUsabilityVUI Design / PersonaVoiceXMLProprietary DesignerProprietary APIFunctionalitySpeech ApplicationDictionariesSLMsReference ModelsGrammarsDictionariesSpeech ResourcesAccuracy &PerformanceAcoustic ModelsLanguage PacksLanguage PacksAnti-speakersASRTTSSVSpeech EnginesMedia Resources / TelephonyOpen Standards
VoiceGenie VoiceXML Media Gateway VoiceXML Global Market Share Leader VoiceGenie is undisputed leader in large “telco grade” VoiceXML deployments with provenbest performance. Verizon, AT&T, Bell Canada, Bell South, France Telecom, SBC, Orange, Rogers, TelkomSouth Africa, Vodacom, Bank of New York, Bank of Nova Scotia, Standard Bank, FNB,Empire Health, CitiBank etc. Density, low latency, reliability, scalability An Alcatel Genesys Company 80,000 VoiceXML ports shipped World’s Largest Speech and VoIP VoiceXML Deployment is powered by VoiceGenie Industry best latency, performance and reliability as measured by customers 11 Year Investment in Standards-based Platforms South Africa: Close on 100% VoiceXML Market Share, including: Standard Bank, First National Bank, MTN Banking STANLIB, Liberty Life Telkom, Vodacom, Cell C South African Airways, Airports Company South Africa Foschini, iTalk Cellular, Softline Discovery Health, MultiChoice, IEC
Speech EnginesCall FlowUsabilityVUI Design / PersonaVoiceXMLProprietary DesignerProprietary APIFunctionalitySpeech ApplicationDictionariesSLMsReference ModelsGrammarsDictionariesSpeech ResourcesAccuracy &PerformanceAcoustic ModelsLanguage PacksLanguage PacksAnti-speakersASRTTSSVSpeech EnginesMedia Resources / TelephonyOpen Standards
The Speech Recognition Engine Intelleca Nuance (ScanSoft) Partnership:– World First for Nuance (ScanSoft)– Exclusive agreement with respect to language development– Intelleca contracted to develop:» South African English» Afrikaans» isiZulu» seSotho» Additional languages on-demand Rich Application Library of reliable, field-tested, complex Grammars (Intelleca Banking iSAM) Mature Phonetic Dictionaries with thousands of entries catering for South African accents,colloquialisms, and unique SA expressions
Speech ResourcesCall FlowUsabilityVUI Design / PersonaVoiceXMLProprietary DesignerProprietary APIFunctionalitySpeech ApplicationDictionariesSLMsReference ModelsGrammarsDictionariesSpeech ResourcesAccuracy &PerformanceAcoustic ModelsLanguage PacksLanguage PacksAnti-speakersASRTTSSVSpeech EnginesMedia Resources / TelephonyOpen Standards
Intelleca Language Packs:English Error Rate Per Context100%90%80%70%60%OSR 2.0 en-gb50%OSR 3.0 en-gbOSR 3.0 en-za-140%OSR 3.0 en-za-230%OSR 3.0 en-za-320%10%0%NaturalNum bersDatesCurrency Test Data Consists of over 500,000 transcribed and QA’d utterancesBooleanSm all MenuLarge MenuDigits
Intelleca Language Packs:English Overall Performance Per ean40%Small MenuLarge Menu30%Digits20%10%0%OSR 2.0 engbOSR 3.0 engbOSR 3.0 enza-1 Test Data Consists of over 500,000 transcribed and QA’d utterancesOSR 3.0 enza-2OSR 3.0 enza-3
The Art of SpeechCall FlowUsabilityVUI Design / PersonaVoiceXMLProprietary DesignerProprietary APIFunctionalitySpeech ApplicationDictionariesSLMsReference ModelsGrammarsDictionariesSpeech ResourcesAccuracy &PerformanceAcoustic ModelsLanguage PacksLanguage PacksAnti-speakersASRTTSSVSpeech EnginesMedia Resources / TelephonyOpen Standards
Persona DesignDON’T WANT: multiple personality disorderThe company imageClerkChairman of the BoardPR agentclient liaison officer Mould the perfect employee of the monthThat means Consistent use of language and grammar Emphasis Pauses Humor Charm Stern Apologetic Empathic
Persona Design:Vodacom’s “David” Speech Enabled Assistant(demonstration)
Intelleca’s Continuous Improvement Program (CIP) Intelleca’s Continuous ImprovementProgram (CIP) is an initiative designed toenhance the success of a deployed IVR orSpeech application. Intelleca’s skilled Usability Analysis team(part of Intelleca Labs) will help improveboth the acceptance and the success ofthe application. Intelleca’s CIP follows an iterative lifecycle.Intelleca Labs analyses the application andmakes recommendations in order toimprove the application’s transactioncompletion rates (TCR) and enhanceusability. The CIP process consists of two mainsections, namely Application Analysis andApplication Reporting
Standard Bank: Case Study Telephone Banking usage was stale Intervoice IVR platform was end-of-life Intelleca won RFP on the basis of holistic speech self-service automation offering Intelleca rebuilt all existing DTMF systems – Phase 1 Since launch new subscriptions to telephone banking has increased 10% - 15% month-onmonth Solution extended to STANLIB, Card Division, and Standard Bank Corporate Investment Bank The Future – Call Automation will answer every call before a customer may interact with anagent"It wasn’t an easy decision, as we have strong technology partnerships with potential competitors toIntelleca. But we were convinced that as the market leaders, they had not only the best technology,but the skills and experience to back it up. The latter was a key deciding factor: As a bank, we can’tafford to be an IT company’s guinea pig, and Intelleca's track record of installations for the likes ofDiscovery, ACSA, MultiChoice, and Property24 showed they had the mettle to follow through on theinitial promise they displayed.“Rolf Eichweber – Director: Contact Centers
Airports Company of South Africa (ACSA): Case Study ACSA deployed a self-service telephonic flight information system ACSA receives more than 50,000 flight enquiries every month atJohannesburg International Airport (JIA) The ACSA speech service has a 95% call resolution rate (significantly higher than theaverage for traditional touch-tone based IVR systems of around 15% to 40%) Unresolved calls are easily and politely transferred to an ACSA call centre agent. S Supports JIA, DIA, CTI - group roll-out scheduled“Callers don’t know that they’re getting information from the Web, and often don’t evenrealise that they are not communicating with a live person. The idea was to make it ashuman as possible so as to raise acceptance levels.”ACSA Group IT Manager
MultiChoice Case Study The MultiChoice Contact Centre is required to serve a customer base of 1.3 Million Customers The Contact Centre often experiences massive peaks in call volumes due to areas of high customer density being affected bytechnical issues, The VoiceGenie IVR is instrumental in aiding the Contact Centre to cope with such large peaks in call volume The MultiChoice Contact Centre takes on average 400,000 calls per month VoiceGenie automates approximately 85,000 calls per month The following applications have been developed and introduced to the MultiChoice Self Service Suite. During 2006 this Automated Technical Helpline application has taken an average of approximately 40, 000calls per month Automated Billing Application (45,000 calls per month)– This application allows callers to get the amount outstanding on their DTSV or MNET account. Callers canmake a real-time credit card payment, or get the details on how to pay by Cheque or Direct DepositCustomer Survey Application–Allows callers to leave feedback on their experience when contacting the MultiChoice contact centre. MultiChoice and Intelleca have recently embarked on a Call Steering Project in order to bring further efficiencies to the ContactCentre and further enhance Customer Satisfaction. Following launch system successfully automates in excess of 75% of technical problems using speech CIP will increase this figure to 85% - 90%
Discovery Health: Case Study Initially provided self-service facility for loading ofcellular air-time Group self-service on VoiceGenie System availability: 24x7x365 Of all the airtime sales recorded in the first month of launching the service, 75%were purchased through the VoiceXML solution, 24% online, and 1% through thecall centre. New registrations since launch last year has averaged 1400 per month, with 9000pre-paid units bought each month Return on Investment in under 3 months“The self-service facility brings us cost savings from a call centre perspective. For us to deliversuch a facility through any other mechanism, the economics would not be viable.”Trent Rossini, CIO of Discovery Health
Vodacom: Case StudyVodacom Case Study:“Zero-Out” Natural Language Call Routing
Conclusion Self-service automation can offer substantial returns for Contact Centres, providing: The systems achieve the required Transaction Completion Rates and The systems are well designed, accurate, intuitive, and user-friendly This can only be achieved by building on a high-performance, highly scalable, robust and reliable VoiceXMLplatform that is fully VoiceXML compliant Speech Systems are complex Each layer of a speech system is complex and forms the foundation of subsequent building layers Intelleca adds value at every layer of the “Speech Cake”: Media Resources Speech Engine Speech Resources Application User Interface Go to Market Intelleca has a unique, exclusive, and differentiated relationship with its self-service automation partnersVoiceGenie and Nuance which allows us to deliver IP and solutions that are unique and designed especially forlocal market requirements
Any Questions?Speech ConferenceInteractions
2. Intelligent Call Routing 3. End-to-end workforce optimisation 4. Greater use of IP-enabled virtualisation 5. "Detoxing" the agent desktop Top 5 Technology Trends for 2007 by Sabio Contact centre specialist highlights the Agent Desktop, Intelligent Call Routing, accelerated Speech deployment, Virtualisation and Workforce Optimisation as .
