message technologies, inc. measuring success for hosted speech applications presented by: laura...

Message Technologies, Inc.

Measuring Success for Hosted Speech ApplicationsPresented by:

Laura GrahameTechnical Manager

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

The Power of Hosting

The Hosting Model:

“As it relates to speech, uptake for

VoiceXML hosted and premise-based

managed speech services in North

America is outpacing that of traditional

premise-based deployment models.”

Source: Datamonitor

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

The Power of Hosting

Benefits of Hosting Lower entry costs for speech Proliferation of VoiceXML Increased deployment flexibility

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

The Power of Hosting

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Types of Hosting

Complete

Front End

Hosted Infrastructure

Managed Services

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Types of Hosting

Complete Telephony lines Hardware Speech servers Application servers Professional Services

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Types of Hosting

Front End Speech servers at hosting site Application on customer premises Professional services provided by host

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Types of Hosting

Hosted Infrastructure Speech servers at

hosting site Application servers

and development on customer premises

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Types of Hosting

Managed Services Speech and application servers in

customer data center Hosting professionals supply

resources and services on premise

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Why Choose Hosting?Efficiency Reduce time to market by relying on

trained professionals whose core competency is speech

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Why Choose Hosting?

Efficiency Multi tenant environments share

knowledge and expertise gained from each application, enhancing stability and performance

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Why Choose Hosting?

Efficiency Skilled in-house resources can focus

on the integration to the hosted application that best suits your unique business environment and strategy

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Cost Telephony hardware, licenses and

other investments are extremely expensive, and require ongoing maintenance and expenditures

Why Choose Hosting?

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Why Choose Hosting?

Cost Pay as you go systems are ideally

suited to handling seasonal or marketing traffic spikes without incurring agent overhead during off peak times

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Why Choose Hosting?

Safety Redundancy prevents down time Disaster Recovery Management HIPPA compliance

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Qualify the Business Initiative

Quantify the Success Criteria

Set the Expectations Clearly

Monitor the Implementation

Iterate Evaluation and Tuning

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Qualify the Business Initiative Be realistic, is it a good fit for

speech? What problem do they need to

solve? What are their goals? What is the most important

benefit of speech for them?

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Quantify the Success Criteria What are the current solution’s

strengths and weaknesses? What are their call completion rates? What are the closing, service, cost-

per-call or other ratios necessary to meet?

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Monitor the Implementation Use whole call recording and transcription

services to fully understand the caller experience

Take advantage of the sophisticated metrics logging to gather critical information about speech recognition

Utilize real-time survey data for a temperature check

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Iterate Evaluation and Tuning Compare the results of the call center and

IVR initiatives Target application and recognition hot

spots, adjusting the script and / or the grammars accordingly

Identify value adds available to the customer

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving Success

Surveys Provide Sharp Focus into Caller Satisfaction

   How would you rate your Virtual Agent experience? 

Rating 1 2 3 4 5

Percentage of Callers 7% 5% 10% 28% 50% 100%

78% rated the Virtual Agent experience as Very Good or Excellent!

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Driving SuccessSet the Expectations Clearly Some opt outs are a given Achieving success requires ongoing

monitoring and fine-tuning The end goal is an improved customer

experience

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Message Technologies, Inc.

Over 12 years experience in hosting speech IVR applications

Reliable infrastructure with no single point of failure 99.97% or better service availability Best-of-breed voice and data platforms Highly secure physical environment 24/7 monitoring and support

MTI provides customers with best-of-breed technology from industry-leading providers within a carrier-grade secure facility.

2/22/2007 © 2007 Message Technologies, Inc. All Rights Reserved

Message Technologies, Inc.

Laura Grahame

Technical Manager

Laura.Grahame@messagetech.com