voice self service visual ivr 4625 ccivr genesys voice portal n.
Download
Skip this Video
Loading SlideShow in 5 Seconds..
Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal PowerPoint Presentation
Download Presentation
Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal

Loading in 2 Seconds...

play fullscreen
1 / 30

Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal - PowerPoint PPT Presentation


  • 200 Views
  • Uploaded on

Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal. Gerry Cools, Bruce Eidsvik, Bernard Lhuissier February 20 th , 2008. The Dynamic Enterprise. …interconnects. …for continuous and transformative growth. Alcatel-Lucent Solutions. Alcatel-Lucent IVRs.

loader
I am the owner, or an agent authorized to act on behalf of the owner, of the copyrighted work described.
capcha
Download Presentation

PowerPoint Slideshow about 'Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal' - barry-weaver


An Image/Link below is provided (as is) to download presentation

Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author.While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server.


- - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript
voice self service visual ivr 4625 ccivr genesys voice portal

Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal

Gerry Cools, Bruce Eidsvik, Bernard Lhuissier

February 20th, 2008

the dynamic enterprise
The Dynamic Enterprise

…interconnects

…for continuous and transformative growth

alcatel lucent ivrs
Alcatel-Lucent IVRs
  • Voice Platform characteristics
  • Visual IVR
  • 4625-Contact Center IVR
  • Genesys Voice Portal
  • Range summary
  • Q&A
slide5

1

Voice Platform Characteristics

Examples and Definitions

interactive voice response application examples
Interactive Voice Response : Application examples
  • Automated Directory
  • When Expected Waiting time is too long, change request to be served sooner
  • Negotiate when and number to be called back
  • During queuing, listen to products /services news
  • Out of hours limited service, FAQ
    • Mileage check, Flight Registration, Registration update,
    • Access map, opening hours,
    • Ordering for registered customers
    • After Contact Center call customer satisfaction survey
  • intelligent Customer Front Door : “How may I help you ?”
    • Natural Langue understanding for customer identification and customer needs
definition and main components for interactive voice response

Local data

Database & Host Access

Call Control

and

Contact Center

Voice Guides

Text-To-Speech

Fax

Video

Statistics

Definition and main components for Interactive Voice Response

Telephone Access to data

Interaction

with DTMF or Speech Recognition

End user experience to define needs

Technical skills to develop applications

Voice Server

Specific Applications – with updates

ivr 3 axis and silver bullets
IVR 3 Axis and Silver bullets
  • Size / scalability
  • Deployment time for Server and for Application
  • Customer needs maturity / formalized
    • Consultancy needed to formalized customer requirements
    • Technical Skill level for Applications developers
    • Delivered ready to develop or configuration to be built
    • Automated Speech Recognition /Text-To-Speech
  • Call Control & Routing
    • Supervised telephone transfer to phones, agents, agent groups,
    • Coordinated with CC routing : ExpectedWaitingTime, Overflow, Out-of-Hours
  • Cradle to grave statistics
    • Callers satisfaction
slide9

2

Visual IVR

Visual CC for OmniTouch CC Premium Ed. & OmniGenesys

visual ivr silver bullets
Visual IVRSilver Bullets
  • Fully integrated into Visual CC (and only in Visual CC)
    • Same GUI application & integrated with Routing scenario
    • Integrated statistics
    • Full call control
  • No additional hardware, leveraging PBX resources
    • Voice Guides, DTMF detectors,
  • TDM & IP
  • Distributed call processing and central management
  • No ASR/TTS, no low level programming API
  • No certification, no need for programming skills
visual ivr silver bullets1
Visual IVRSilver Bullets
  • Fully integrated into Visual CC (and only in Visual CC)
    • Same GUI application & integrated with Routing scenario
    • Integrated statistics
    • Full call control
  • No additional hardware, leveraging PBX resources
    • Voice Guides, DTMF detectors,
  • TDM & IP
  • Distributed call processing and central management
  • No ASR/TTS, no low level programming API
  • No certification, no need for programming skills
main product strategic axis for visual ivr
Main product strategic axis for Visual IVR
  • Properly positioned & priced: call steering and qualification
  • Evolutions to fulfill field requests
slide14
“The greatest challenge was the time pressure for installing this solution for the first time. Project’s success was due to the excellent cooperation with VISANA, and the incredible ease of deploying Alcatel-Lucent OmniTouch Contact Center PREMIUM ed. solution. In addition, embedded Visual-IVR solution drastically cut total cost of ownership. This allowed us to optimize cost of Hardware and benefit from unified administration for both prequalification and routing, through a single GUI tool based on VisualCC.”

ROLF DIETRICH, ACCOUNT MANAGER NEXTIRAONE SWITZERLAND

slide15

3

4625-CCivr

Mid-market Contact Center IVR

4625 contact center ivr silver bullets
4625 Contact Center IVRSilver bullets
  • IVR delivered ready to develop applications
  • Easy yet powerful Application Generator allowing easy access and incremental services
    • Easy application iterations
    • Building Blocks for Call Control, DataBase access, Menus, Faxes, Emails, MailBoxes
    • Openness to low level programming API
    • Debug step by step (BB by BB)
  • ASRs and TTS from Nuance, Loquendo, Telisma
  • Integrated into OmniTouch Contact Centres (Standard Edition, Premium Edition) & OmniGenesys, including interactive queuing, contact center insights for better decision making
main product strategic axis for 4625 ccivr
Main product strategic axis for 4625-CCivr
  • Positioning maintained: platform of choice for midmarket CCs
  • Under evaluation
    • SIP connectivity in addition to TDM
    • adding VxML and Web programming to C-based low level API
    • MRCP V2 for ASRs and TTSs
application generator flash demo
Application Generator Flash Demo
  • Step 1 : 5 employees part time to provide Weather forecast
    • Business extensions, voice mail option
  • Step 2 : 10 agent positions with Premium Edition Contact Center
    • Call qualification
  • Step 3 : Registered customers to receive alerts by outcalls with TTS, emails, faxes, or SMS
    • In addition to “On-demand” Contact Center
slide20

4

Genesys Voice Portal

Service Bureaus and Large Enterprise

genesys voice portal silver bullets
Genesys Voice Portal Silver bullets
  • Full blown voice portal platform, top-notch technologies VxML, MRCP, SIP, Video
  • Separate server box(es)
  • VxML app generator is Genesys Studio,
    • Other VxML generators (Voice Objects, VICORP, HFN SI, …)
  • TDM (Dialogic boards) & SIP
  • ASR/TTS Nuance, Loquendo, Telisma, IBM,
    • Natural language understanding Applications
main product strategic axis for genesys voice portal
Main product strategic axis for Genesys Voice Portal
  • Aiming large enterprises, carriers (IMS integration / interop) and Managed Communication Services (GCIP)
  • intelligent Customer Front Door for natural language self-service, enterprise wide and not only CC oriented
  • Voice biometrics for natural language processing coupled with vocal identity recognition (banking - online demo shown) - partnership based
  • Video self-service
    • for carriers, entertainment services, visual banking, call steering, video on hold for CC, video-enhanced IVR features, video push/streaming while in conversation with CC agent
  • SIP only, no more TDM (for TDM, use a TDM/SIP gateway)
  • Eclipse
genesys voice portal case s
Genesys Voice Portal case (s)

Belgacom testimonial

Gerry CoolsSales Strategy & Development ManagerBelgacom Customer Care

slide25

4

IVR Range summary

Key take aways

alu ivr range summary
ALU IVR Range summary

Deployment time

Genesys Voice Portal

Service Bureaus and large Enterprise

Scalability

4625-CCivr

Mid-market IVR

Visual IVR

Mature & formalized needs

alcatel lucent ivr range all ivr needs are answered
Alcatel-Lucent IVR Range : all IVR needs are answered
  • From fast deployment to highly customized
  • From 2 to thousands ports
  • From beginners to experienced customers

15% to 20% ALU Contact Centers are using ALU IVRs

slide28

5

Q & A

. . .