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Next-Gen Voice Self-Services

Next-Gen Voice Self-Services. Michael Codini Chief Technology Officer. Company Overview. VoiceObjects – all business is vocal. Founded in 2001 Offices in USA , Germany , and the UK

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Next-Gen Voice Self-Services

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  1. Next-GenVoice Self-Services Michael Codini Chief Technology Officer

  2. Company Overview • VoiceObjects – all business is vocal • Founded in 2001 • Offices in USA, Germany, and the UK • Provider of server-based technology for Voice Application Management Systems (VAMS), integrated development environments, and analytical tools • VoiceObjects is setting new standards for Managed Voice Services to ensure highest quality, reliability and best performance • Product: VoiceObjects X5Version 5.2 • Strong partnerships with Alcatel, Genesys, IBM,NextiraOne, Nuance, SAP and Softlab

  3. Market Momentum • eBay & SkypeCreated noise w/ a $4 billion aquisition and predict free phone calls on the horizon of a few years • TellmeOperates the world’s largest Voice Application Network with great success • GoogleHas hired various voice industry leaders form Nuance, Microsoft and SAP • IVR IndustryAcquisitions - rapid shift from legacy IVRs to open standards - new players • W3C Standardization3rd generation of VoiceXML and related standards are on it’s way • MicrosoftContinues to push Microsoft Speech Server based on their own standards

  4. Web vs. Voice According to Gartner Group

  5. Cutomer Satisfaction According to Harris Interactive

  6. Drivers for Next-GenVoiceSelf-Services Customer Satisfaction on the Web • Examples: eBay, Amazon, and Yahoo • User Centric Approach • 1-to-1 Communication • Preference Management • Profiling • Collaborative Filtering • Permission-based Marketing • Web Traffic & Trend Analysis • Continous Service Adjustments • Personalized and CRM-driven Services

  7. Elements of Web Personalization Basic Personalization Requires Server Approach

  8. Lifecycle Management Server Centric Architecture Service Creation Admin Monitoring Reporting Backend Integration Service Deloyment VoiceObjects X5 Platform VoiceObjects is bringing to the telephone network the same conceptsand breakthroughs that made Internet services great

  9. Enterprise: Voice Banking Portal Postbank strives for the number one position in phone banking • 12MClients • 2.5M Phone Users • 150K Calls a Day • 200K at Peak • 32M Calls a Year • 80% Aútomation Postbank Indoor Service Direct Sales Field Service Direct Mail Online Banking Voice Banking Voice is a strategic customer contact channel at Postbank Self-Service Automation of 80% Call Center • 26M calls fully automated • 6M calls handled by agents • 6 Locations • 870 Employees

  10. Telco: Managed Service Environment T-Com replicates the biz model of Tellme with an IN based managed service environment Voice Web Portal • Broad Voice Application Spectrum • Simple Pre-Qualification • Various Standard Apps • Custom Enterprise Apps • Open Standards (VoiceXML) • State of the Art ASR & TTS • Optimized Call Routing • Seamless CTI Integration • Remote Admin in Real-Time • Integrated Monitoring & Reporting T-Com IN Voice App Server Legacy T-ComCustomer

  11. OEM: Voice Enablement of Apps SAP integrates the VoiceObjects Server technology seamless into the SAP NetWeaver Platform Industry Solutions Voice Self-Services SAP NetWeaver AS • Benefits Enrollment • Travel Expense • Claim Handling • Order Status • Account Status • etc. • HR • CRM • Insurance/Finance • Manufacturing • Retail • etc.

  12. Vision & Mission • Mission • The mission of VoiceObjects is to provide industry leading technology enabling enterprises and service providers to seamlessly create and operate automated voice services. • Being the competence center for key industry partners to sell successful voice solutions today, VoiceObjects is committed setting new standards to innovate tomorrow’s vocal business. To become theglobal market leaderinVoice Application Management Systemsto enableautomatedvocal businessfor all industries

  13. Voice & Multimodal ApplicationsThe phone can be more than it is today! & Others Internet & Mobile Applications Client / ServerApplications Expansion of Convenience & Reach Service/Application Convenience User Reach

  14. Voice Services for Millions Data Networks Banking Applications Application Servers E-Commerce E-Government Interaction Media Data Information Entertainment Web Applications Transaction Convenience Travel Expense Call Center Applications Voice Applications – Without Limits

  15. VoiceObjects … ?! Questions & Answers

  16. US Headquarters • VoiceObjects Inc. • 1450 Fashion Island Blvd.Suite 610San Mateo, CA 94404 • Phone (650) 358 2500Fax (650) 358 2501 • EMEA Headquarters • VoiceObjects AG • Friedrich-Ebert-StrasseBuilding 27/10 51429 Bergisch Gladbach • Phone +49 (2204) 845-100Fax +49 (2204) 845-101 Email: mcodini@voiceobjects.com This document and its content is confidential and was created for the sole use of the intended audience. It is not complete unless supported by the underlying analyses and oral presentation of VoiceObjects AG. It may not be reproduced, disclosed or passed on to third parties except with the explicit prior consent of VoiceObjects AG.

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