5 fears of speech recogntion
DESCRIPTION
SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system. The key questions are: 1.) What is the customer reaction to IVR? 2.) Will I be able to use it in my organisation? 3.) Is it proven? 4.) Are there cost savings? 5.) How flexible is the system?TRANSCRIPT
5 Fears That Hold You BackWebinar 2nd April 2009
Roger ChidwickSales & Marketing Director
Agenda
• Introduction to SpeechStorm
• Benefits of Self-Service
• 5 Common Hurdles to success
• Case Study
• What does SpeechStorm have to offer?
• Questions
• Close
Introduction to SpeechStorm
Division of Kainos since 2004
270 business & technical consultants
21 year track record in IT delivery
Carrier-grade speech applications
2008 revenue > £20M
About SpeechStorm
What do we do?
We provide Customer Centric phone self-service Business solutions that give customers the service theywant through the appropriate channel: Touchtone, SMS, Video or Voice.
We automate simple business processes, normally on a Hosted basis and greatly reduce costs as a result.
But Why use Self-Service?
Ease of Use
Convenience
24 x 7
Intuitive
Faster
Benefits of phone self-service
Huge cost savings
Cost per call, average reduction 60-80%
Average handling time decreased
Happier agents
Staff are freed up from having to handle routine requests
Reduction in agent attrition
Higher service levels
Reduction if call handling time and service delivery costs
Happier customers
Overall customer service capability expanded and improved
24 x 7 availability of self service applications
Decrease in customer wait times through queues
So why isn’t everyone doing it?
What are the hurdles to success?
CustomerReaction Usability Is it Proven? Cost Savings? Flexibility?
1. Customer Reaction
• My customers want to talk to people!
• Customers want quick and efficient service
• Customers don’t like badly designed systemsCustomer
Reaction
2. Usability
• Will it cope with regional accents?
• What if customers don’t like it?
• Yes! SpeechStorm has many year experience of tuning applications
• Customer Advocacy
Usability
• Speech recognition and text-to-speech are mature technologies used by 1,000s of companies
• Natural language now available too
• most properly designed applications achieve 90%+ completion rates
3. Is it proven technology?
• Will the technology work for my organisation?
Is it proven?
• Phone self-service is about 25% of the Cost-to-Serve of an agent
• Payback of Hosted apps in 6 months
4. Cost Savings
• What Cost Savings can I expect?
Cost Savings?
5. Flexibility
• My infrastructure is old and complex
• Is it hard to manage?
• Hosting negates the need for complex integration projects
• Business people control the system with a web browser
Flexibility
What are the hurdles to success?
CustomerReaction Usability Is it Proven? Cost Savings? Flexibility?
Case Study
Case Study – Comet
Customer Challenge
Solution Benefits
SpeechStorm applications deployed for all Store Locator & Delivery Enquiries calls
Provided on a hosted basis routing calls from BT network IVR to SpeechStorm platform
Options include SMS follow-on information and agent transfer.
“We are continually searching for new ways to provide better customer service. Speech is a powerful technology that will help us to realise that vision, and SpeechStorm is at the forefront of the market in its experience and expertise in developing and delivering speech self-service solutions “
Simon Parkinson, General Manager - Customer Information Centre , Comet PLC
One of the largest high-street retailers in the UK & Ireland
Recognised in Top50 UK contact centres for supporting 250+ branch network
Large on-line and contact-centre sales presence to support retail
Increase call handling capacity by automating low value & routine calls!
• Automation of all store locator information
• Provide self-service access to delivery enquiries
• introduce speech into current IVR structure with
minimal integration & no disruption to service
Estimated 400K+ call removed from contact-centres into self-service
90%+ self-service completion for delivery enquiry calls
Dramatic reduction in overall costs, currently ahead of business case
True brand reinforcement as technology leader
What does SpeechStorm have to offer?
New Era of phone self service
How we do it?
• SpeechStorm enables a complete self-service picture for customer phone calls
• We help organisations transform from Self-Serving IVR to Customer Centric Self-Service
We offer performance guarantees to help de-risk these exciting new technology projects
IVVO speech applications
Agent-Assist: Captures information & requirements prior to connecting to a liveagent.
Self Service: 100% self-service capability, including payments, locate nearest store, account balance & stock checks
Outbound: interactive outbound calls such asinsurance policy renewals, appointmentconfirmations & consumer questionnaires.
Specialist: For more specific requirements, SpeechStorm can develop tailored applications for any purpose
Like having your best agents on duty 24/7!
Delivery Options
Summary
Summary
• Self-service works! It is:
– Very cost effective, it has an instant impact on your Operational Costs
– Easy to manage
– Removes ‘drudge’ calls from your Call Centres, increasing agent effectiveness
– No complex integration required
Webinar Offer
SpeechStorm is offering a Free Discovery to find the optimum way to deploy phone self-service in your business, to the first 3 companies to request it by 9th April.
Questions?
Contact Details
Roger ChidwickSales & Marketing Director
M: +44 (0)7814 731037
www.speechstorm.com