mutare voice™ - convergeone voice - tech summit presentation.pdfs what is mutare voice™?...
TRANSCRIPT
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Mutare Voice™Transform Your Digital Communications
Vicki Sidor, Regional Vice President
© 2019 Mutare, Inc. All rights reserved.
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Mutare Means Change
• Thirty years of empowering organizations to
re-imagine business communications
• Speech, text and voice technologies
• Unparalleled support and services
• Trusted by partners and customers
© 2019 Mutare, Inc. All rights reserved. 2
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Our Customers
© 2019 Mutare, Inc. All rights reserved.
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Fortune 500
Over 2,000
Customers
All Industries
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Mutare Product Portfolio
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Mutare Voice™ Mutare Text™ Mutare Insights™
© 2019 Mutare, Inc. All rights reserved.
Confidential and Proprietary.
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Mutare Voice™
© 2019 Mutare, Inc. All rights reserved. 5
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What’s Really Happening
to your Missed Calls?
• 97% of phone calls go straight to
voicemail
• 80% of callers who go to voicemail
do not leave a message
• 90% of first-time voicemail
messages are never heard
• Average voicemail response rate:
4.8%
© 2019 Mutare, Inc. All rights reserved. 6
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What is Mutare Voice™?
• Answers missed calls – mobile and
desk phone
• Notifies users in their digital workflow
of choice – even of hang-ups!
- Email, SMS, Teams, Skype etc.
• Transcribes the message
• Adds caller CRM data and call
analytics
• Blocks notifications from spam callers
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Mutare Voice is voice messaging digitally transformed for today’s business.
© 2019 Mutare, Inc. All rights reserved.
Confidential and Proprietary.
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© 2019 Mutare, Inc. All rights reserved.
Mutare Voice Features
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Multi-Channel Notifications
© 2019 Mutare, Inc. All rights reserved.
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• Header with Caller ID
• Audio file attached
• Additional caller ID data from CRM, Outlook
• Transcribed message
• Analytics (sentiment, clarity length etc.)
• Links
- Stream message
- Block caller
- Manage user profile
© 2019 Mutare, Inc. All rights reserved. 10
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Instant Message
• Click to play message
• Click to block caller
© 2019 Mutare, Inc. All rights reserved. 11
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SMS Message
• Link to open message details
web page including
- Message transcription
- Link to block caller notifications
- Streaming audio player
© 2019 Mutare, Inc. All rights reserved. 12
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Mutare Text
• Delivered to secure
application on PC or mobile
device
• Conforms to HIPAA and other
compliance regulations
© 2019 Mutare, Inc. All rights reserved. 13
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and Analytics
• Caller-related data drawn from CRM,
Outlook, other business directories
- Email address
- Phone numbers
- Company/title
- Account numbers etc.
• Insights through analytics
- Sentiment
- Gender
- Audio Clarity
© 2019 Mutare, Inc. All rights reserved. 14
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But, What About Robocalls?
© 2019 Mutare, Inc. All rights reserved. 15
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The Problem – Voice Spam and Robocalls
• Half of all calls placed in 2019 will be
robocalls
• Contact center KPIs and staffing
• Employee distraction kills production
16 Confidential © 2019 Mutare, Inc. All rights reserved.
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How Voice Spam is Costing
Your Business
• Digital distraction is a $1 trillion annual cost to the US
economy
• Each interruption from unwanted phone calls results in
an average of 23 minutes of lost productivity
• Surge in robocalls = negative impact on call center
KPIs
• “I can block calls on my cell, why not my desk phone?”
© 2019 Mutare, Inc. All rights reserved. 17
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Employee Digital Distraction Cost
• Studies show digital distraction costs on average
23 minutes in productivity
• Large international law firm estimates 15
minutes
• Loaded labor rate $60K
- 15 minutes = $7.50
- 1 minute = 50 Cents
- ½ Minute = 25 Cents
© 2019 Mutare, Inc. All rights reserved. 18
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U.S. small businesses spend over 20 million
hours answering unwanted phone calls each
year. Yet, under the Telephone Consumer
Protection Act, the FCC offers no protection for
businesses against the robocalls. Instead,
businesses are advised to simply hang up.”
Marchex, Inc.
© 2019 Mutare, Inc. All rights reserved. 19
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Mutare Voice Spam Filter
© 2019 Mutare, Inc. All rights reserved. 20
Mutare Voice blocks voice spam
calls including robocalls, scam
calls, abusive callers and persistent
undesirable cold calls
• Personal Blacklist
• Enterprise Blacklist
• Robocall Dynamic Blacklist
• Optional Whitelist and Multi-Variable
Call Diversion Rules
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Mutare Solution Set
• Voice message notification
suppression for the calls that
cover to voicemail (Mutare Voice
required)
• Auto Attendant call filtering to
stop calls before they transfer
into an extension
• Enterprise SIP Appliance to pass
good calls through and redirect
blacklisted and robocalls to a
recording or simply drop them
21 Confidential © 2019 Mutare, Inc. All rights reserved.
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Enterprise Deployment Architecture
22 Confidential © 2019 Mutare, Inc. All rights reserved.
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Requirements
• SIP Trunks
• SBC Weighted A/B Routing
• Proxy Filter Server
• Mutare Voice Server
- White List
- Black List
- Dynamic Blacklist (Requires Internet Access)
- Admin Interface
© 2019 Mutare, Inc. All rights reserved. 23
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Spam Filter Capabilities
– Personal Blacklist
Block Caller
Notifications by
Caller ID
– Included with
Advanced and
Premium License
Subscriptions
– Enterprise Auto
Attendance Blacklist
and Robocall Spam
Blocking
– Custom offer
– Enterprise SIP
Trunk Spam Call
Filtering
– Custom offer
24
Phase 1Available Today
Phase 2Available April
Phase 3Available Q3
© 2019 Mutare, Inc. All rights reserved.
Confidential and Proprietary.
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Mutare Voice is a genius move. I can
create my own custom templates
and get what is most important to
me right on my mobile device.”
Laurie Douglas
Systems Administrator
National Business Institute
© 2019 Mutare, Inc. All rights reserved. 25
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Questions?
© 2019 Mutare, Inc. All rights reserved. 26
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© 2019 Mutare, Inc. All rights reserved. 27
Vicki Sidor
Regional Vice President
859.979.1339
Samantha Hofer
Regional Manager
612.787.8095
Contact Information
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Get the Message.
© 2019 Mutare, Inc. All rights reserved.