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University of Texas Southwestern Medical Center Wins With VoiceObjects

University of Texas Southwestern Medical Center Wins With VoiceObjects. Elwyn Hull, Director, Telecommunications August 7, 2006 3:30 p.m. A little about UT Southwestern. One of 15 campuses of The University of Texas System One of the 5 UT medical schools Located just NW of downtown Dallas

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University of Texas Southwestern Medical Center Wins With VoiceObjects

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  1. University of Texas Southwestern Medical Center Wins With VoiceObjects Elwyn Hull, Director, Telecommunications August 7, 2006 3:30 p.m.

  2. A little about UT Southwestern • One of 15 campuses of The University of Texas System • One of the 5 UT medical schools • Located just NW of downtown Dallas • University and 2 hospital buildings • St. Paul • Zale Lipshy • Annual budget – $1.2 billion • Building space – 7.3 million sq. ft. • Approximately 11,000 faculty and staff

  3. Our speech recognition history • 9/1/01 – Deployed 1st SpeechSite auto attendant for the University • 9/1/02 – Two more SpeechSites added for affiliated hospitals • 1/26/06 – First VoiceObjects application • 2/24/06 • Hospitals were purchased • One combined OpenSpeech auto attendant

  4. Speech-enabled applications begging to be developed… • Disaster Response System • Patient Billing front end • Help Desk front end • Internal customer satisfaction surveys • Converting clinic front ends from DTMF to speech for a “less deep” menu • Other department front ends • Continuing Education registration • Room scheduling

  5. What we were looking for… • Applications that could be developed with either DTMF and/or speech • Quicker deployment of applications • Ability to change applications • rapidly • “on the fly” • Lower development costs • Ability to deploy smaller applications • Ability to use various IVR platforms • User-friendly tools for developing applications Selected VoiceObjects

  6. Our Configuration Nuance OpenSpeech Attendant Servers VoiceObjects Servers Nuance ASR Servers Siemens HiPath PBXs Intervoice IVRs Backend Databases

  7. The VoiceObjects GUI

  8. Applications Developed Using VoiceObjects • Disaster Response System • Patient Billing Front End • Phase 1 – basic call routing

  9. Applications Under Development • Patient billing front end • Phase 2 • Request account number – pass to ACD agents • Phase 3 • Provide last payment and balance • Accommodate automatic credit card payments • Help Desk front end • Departmental customer satisfaction surveys • Various departmental front ends • Directions • Wireless guest access – User ID/Password • Personal directory • Converting clinic front ends to speech

  10. Questions??? elwyn.hull@utsouthwestern.edu 214-645-7410

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