Voxeo Summit 2010: VoiceObjects Spotlight

VoiceObjects – Significantly Reducing Application Costs Amy Downs, Director of Customer Experience

© Voxeo Corporation © Voxeo Corporation © Voxeo Corporation © Voxeo Corporation

What is VoiceObjects?


VoiceObjects

  Eclipse- and Web-based development environment

  Offers high end application creation features

  Highest-rated reporting and analytics suite

  Rich internationalization support

  Multi-Channel (IVR,Web,SMS) application support

  Automatic documentation and prompt management


VoiceObjects - All in One

1

6

VoiceObjects Analyzer

3VoiceObjects Desktop for Eclipse & Web

Grammar IDE

Design

2

VUI Design

Storyboard Manager

5

Debug Viewer, Trace Viewer

Load Tester

End-to-end testing

Phone-less testing

4

Project Documentation Storyboard Manager


Adapt-to-Preferences Language, input mode, persona, channel, ...

Adapt-to-Caller Speaking style, synonyms, number patterns, ...

Adapt-to-Experience First time caller / novice user / power user

Adapt-to-Transaction History Self-service transaction history: predict reason for calling

Adapt-to-Portfolio Reflect only products and services aligned with caller‘s subscription

Personalization


MultiChannel

It’s not all about the phone anymore!


Unified Self-Service

  One application investment

  Multiple communication channels

  One deployment platform – or use your platform of choice

  Improved, accelerated ROI

  Any tool, programming paradigm or language

  Voxeo compatibility modes for porting existing applications


The customer perspective A Consistent User Interface

  Menu-driven Navigation

... Please make your choice: �Service plan manager, customer data, billing, or support.

Mobile Web Text (USSD/SMS/IM) IVR (Voice/DTMF)


Kids Don’t Talk on the Phone

http://www.flickr.com/photos/tavallai/2084954580/

Itʼs not all about the phone anymore


Characteristics of Millennials

  Always had the internet

  Have seen the internet as a social not a business/information access tool

  Had mobile phone since they were 13 and can SMS faster than they speak

  Often not interested in a relationship with a company or body

  Always multi-task – often on the move (noise, no way to write things down etc)


Text is Generational

0.00%

5.00%

10.00%

15.00%

20.00%

25.00%

30.00%

35.00%

40.00%

Strongly Agree Somewhat Agree Neither Agree nor Disagree

Somewhat Disagree

Strongly Disagree

Dont Know / Not Sure

18-24

25-34

35-44

45-54

55+

Prefer to receive SMS alerts when checking order status, delivery updates, etc.

Source: Opus Research Consumer Preference survey (2010, n=985)


Boost Productivity


Voxeo VoiceObjects Productivity

We’re up to ten times more productive with VoiceObjects. It used to take us 10 hours for a single maintenance operation. Now with VoiceObjects it only takes 1 hour. - Sven Klindworth, T-Com Voice Portal

Voxeo VoiceObjects Shows 2:1 and 3:1 Productivity Improvement In two studies by independent systems integrators

Maintenance in Person Days Per Year

= With VoiceObjects = No VoiceObjects

565 308

1149 1078

Study 1 Study 2


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  Personalization Layer concept for dynamic, personalized dialogs - across multiple channels and languages -  for different customer categories, values,

preferences, transaction history, …

  Reusability - Modularization facilitates team collaboration

and maintainability - Organize frequently used objects in shared

libraries

  Consistency -  Inherit generic functionalities such as

navigation commands and event handling to ensure a consistent VUI

>

Defined once

Applied everywhere

Reused

Development Productivity


Most Robust Reporting & Analytics


Openness for IVR and Database Mgt

Real-Time Logging

Flexibility/ Change Mgt

Out-of-the-Box BI Support

Cisco Unified Customer Voice Portal Reporting Server

Nuance/ClickFox Consumer Insight

Vicorp xMP Reporter xMP Analyser, Reporter and Console


VoiceObjects Rated Highest By Opus

Source: Opus Research (2007)

Phone-Based Self-Service Reporting & Analytics Packages


 Out-of-the-box Data Capture by VoiceObjects Server -  Dimensional Data model optimized for BI analysis -  Integrates with data from ASR, CTI, and CRM

CTI Data

IVR Data

CRM Data

Infostore


(Business Objects, Cognos,

MicroStrategy)

3rd party Analysis Tools

  Analysis and Reporting -  Based on standard business intelligence tools -  60+ predefined Reports, based on real-time data -  Extends existing Data Warehouse -  Includes Customer behavior and business analysis

  Highest Rated Analytics Package in the Market

>

>

>

>

VoiceObjects Infostore and Analyzer


System Usage & Performance

Server Statistics •  Call concurrency, call duration •  Technical metrics •  Session partitioning analysis

Session Details •  Individual call time & duration •  Aggregated ASR Statistics •  Reason for call termination

Application & Grammar Tuning

ASR Performance Speech recognition performance analysis Event counters Barge-in detection

Utterance Statistics Grammar coverage, Word count stats, DTMF Fallback

Utterance Recordings Access to utterance recordings in application context

Customer Behavior Intelligence

Dominant Path Analysis Interactive caller navigation pattern analysis

Personalization Statistics Service performance by customer segment

Business Tasks Transaction completion rates with detailed failure analysis

Statistical data sampling

InfoStore Data Capture


Reporting on Business Tasks

  Business tasks represent a business view „on top“ of the call flow definition

  Task execution results are automatically logged to Infostore

  Business task related metrics •  Number of attempts

•  Completion/success rate

•  Failure rate (by category)

•  Task completion duration

•  Caller behavior analysis during task completion

•  Aggregated metrics on recognition quality


Where do we go from here?


Get started for free

  Sign up for an account on Voxeo’s hosted Evolution Developer Portal •  http://evolution.voxeo.com

  Download the Voxeo Prophecy Platform •  http://www.voxeo.com/prophecy

  Download the VoiceObjects Developer Edition •  http://www.voiceobjects.com/free

  Plus receive •  Free 24x7x365 developer support,

•  Demos & Tutorials,

•  Free monthly Developer Jam Sessions,

•  and a lot more.


Voxeo University

  Instructor-led classes at a Voxeo University Training Center •  Orlando, US •  Cologne, Germany

  Onsite training at your premises

  Online certifications

  Workshops and webinars

  More information and registration: •  http://www.voxeo.com/university •  [email protected]


Voxeo University: Curriculum

FREE training offer:

5 days VoiceObjects development training and 2 days Prophecy overview, free of charge, in Orlando and Cologne

Technology

Voxeo Summit 2010: VoiceObjects Spotlight