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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 20 th , 2008. The Dynamic Enterprise. …interconnects. …for continuous and transformative growth. Alcatel-Lucent Solutions. Alcatel-Lucent IVRs.

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

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  1. Voice Self-Service Visual IVR, 4625-CCivr, Genesys Voice Portal Gerry Cools, Bruce Eidsvik, Bernard Lhuissier February 20th, 2008

  2. The Dynamic Enterprise …interconnects …for continuous and transformative growth

  3. Alcatel-Lucent Solutions

  4. Alcatel-Lucent IVRs • Voice Platform characteristics • Visual IVR • 4625-Contact Center IVR • Genesys Voice Portal • Range summary • Q&A

  5. 1 Voice Platform Characteristics Examples and Definitions

  6. 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

  7. 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

  8. 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

  9. 2 Visual IVR Visual CC for OmniTouch CC Premium Ed. & OmniGenesys

  10. Visual IVRInteractive Call Steering & Qualification

  11. 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

  12. 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

  13. Main product strategic axis for Visual IVR • Properly positioned & priced: call steering and qualification • Evolutions to fulfill field requests

  14. “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

  15. 3 4625-CCivr Mid-market Contact Center IVR

  16. 4625 Contact Center IVRMid market IVR

  17. 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

  18. 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

  19. 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

  20. 4 Genesys Voice Portal Service Bureaus and Large Enterprise

  21. Genesys Voice PortalService Bureaus and Large Enterprise

  22. 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

  23. 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

  24. Genesys Voice Portal case (s) Belgacom testimonial Gerry CoolsSales Strategy & Development ManagerBelgacom Customer Care

  25. 4 IVR Range summary Key take aways

  26. 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

  27. 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

  28. 5 Q & A . . .

  29. Alcatel-Lucent: Partner to the Dynamic Enterprise Enabling the Dynamic Enterprise

  30. www.alcatel-lucent.com

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