iVoice

1
iVoice Welcomes you to Speak Volumes
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iVoice Lite

• Provides the same full featured product as our
  Speech Enabled Auto Attendant, but is cost
  effective for small businesses.
• Up to 40 names can be expanded as company grows
• 250.00 per port (software)
• Operates on Windows 2000

3
iVoice Lite Features

• Locate Feature By simply saying locate,
  iVoice will transfer the caller to any desired
  phone number.
• Adaptation By using speech recognition, it will
  enhance the accuracy of the application by
  analyzing incoming speech and transform the
  existing speech model to compensate for accents,
  line quality and background noise.

4
Speech Dialing

• Welcome to ABC company. Please say the full name
  of the person you would like to speak to.
• George Washington
• Thank you, transferring your call to George
  Washington.

5
Sound Familiar

• Press 1 to wait on hold Forever
• Press 2 to be transferred into oblivion
• Press 3 to be transferred to 20 additional
  menus
• Press 4 to be Disconnected

6
THE ROI OF SPEECH

• The results are in and experts agree
  over-the-telephone speech recognition, is a
  breakthrough technology that yields significant
  economic benefits for companies across a variety
  of industries.

7
Introduction

• Founded in 1997
• Leader in Voice Processing Development and
  Applications
• Manufacturing Leader in Design and Development of
  Speech Products
• Extensive Research and Development
• Serving companies from 30 people to 100,000
  people
• Speech Engine, IVR tools and Applications
• Recognized Leader in Speech Recognition Systems
  Deployed

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iVoice Speech Enabled Products

• Speech Enabled Auto Attendant, Leader in the
  Field
• Speech Enabled Internal Directory
• Speech Enabled Name Dialer
• Speech Enabled Product Locator
• Voice Mail / Unified Messaging
• Speech Enabled Patient Reminder
• Speech Enabled Interactive Voice Response (IVR),
• IVR Out Dialer
• Text to Speech
• iVoice Lite (up to 40 names)

9
Adaptation

• iVoice Inc. now provides a speech recognition
  system that continuously analyzes incoming speech
  input transforming the existing speech model to
  customized speaker models. The models produced by
  the technique compensate for speaker accents,
  telephone line quality, and background noise at
  the customer site etc. thereby boosting
  recognition accuracy. As the model aligns itself
  to the customer environment, speed of recognition
  per channel is greatly increased. The entire
  process is automated and the models generated
  load themselves into the system without any user
  interaction.
• The adaptation process can be performed any
  number of times to re- train the system if the
  above conditions change.
• Over a period of time, the trained model results
  in much Faster and exceptional speech recognition
  accuracy.

10
Recent Developments

• TAPI and TAPI WAV, Name Dialer Application
• Communications Solutions Award
• 3Com Integration TAPI WAV

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PLEASE CONTINUE TO HOLD, YOUR CALL IS IMPORTANT
TO US

• touch-tone systems have had a low degree of
  customer acceptance
• processing less than 20 of inbound calls
• callers quickly learned to zero-out and hold
  for an operator
• the result staffing and training costs remain
  high while operators continue to field routine
  requests.
• telecom costs are also higher than necessary
• callers remain frustrated with the call center
  experience
•  

12
Cost Advantages

• the cost comparison between Customer Service
  Representative handled calls and automated
  systems shows how much speech recognition can
  save on each call handled using the Speech
  Enabled Auto Attendant
• Speech Enabled Auto Attendant can provide service
  at approximately 10 of the cost of a CSR (1.02
  per call versus 0.09 per call), resulting in
  every call that the system processes saving at
  least .93, quickly decreasing operating costs
  and raising company profits.

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SPEECH !!

• INCREASED CUSTOMER SATISFACTION
• no interface is more natural than speech
• users agree its far more pleasant to say John
  Smith than to punch in the extension number
• customers get the right answers quickly any time
  of day
• increases satisfaction and loyalty
• the power of speech means that customers hang up
  happy.
•  

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SPEECH LOWERS COSTS

• REDUCE NETWORK CHARGES
• By cutting or eliminating
• hold time
• menu navigation time
• time spent prompting the caller through different
  menus
• Speech can dramatically reduce call length and
  associated telecom charges A recent Frost
  Sullivan study notes that toll-call charges
  dropped on average 15 to 50 with speech
  recognition. Whats more, when callers opt for
  speech, the hold times for callers waiting for
  agents decreases as well, further reducing toll
  charges.

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Speech Enabled Auto Attendant

• Superior Name Accuracy even for employee
  directories with over 5,000 records.
• Hard to Pronounce Names ability to enter
  additional pronunciations for names of foreign
  origin or common mispronunciation. 
• Barge-In ability to speak over system prompts
  for repeat callers or callers who know where they
  want the system to transfer them.

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Standard Auto Attendant

• Enter the 3 digit extension number.
• If you dont know the extension number, press 9
  to go to the spell-by-name Directory.
• Enter first 3 letters of the persons last name.
• Must remember extension numbers, or how to spell
  the persons last name.
• Once the name is spelled, may still not get the
  extension number and just be transferred to the
  wrong extension. What happens when you call
  again? The same cycle.
• Standard Auto Attendants are a maze to callers.

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Standard Auto Attendant

• More than 4 menu choices frustrates callers.
• 35 to 55 of all callers are internal callers.
• 45 of callers find Auto Attendants difficult to
  use.
• 50 of callers press zero when transferred to a
  spell-by-name directory.
• Only 50 of callers know how to spell the parties
  name.
• Still 40 of the callers in the spell-by-name
  directory press zero.
• Only 43 of callers know the partys extension
  number they want to reach.
• 40 of these callers still press zero.

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Speech Auto Attendant

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Speech Auto Attendant Connectivity
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iVoice

• Research, Develop and Design the most Innovative
  Products
• Give Our Clients the Excellent Support they
  Deserve
• Attract and Retain the Best Employees
• Not Only Our Technology, But Our Support Speaks
  For Itself!

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CLIENTS

• Emerson Radio
• Northern Telecom
• Fujitsu
• Telrad Tommy Hilfiger "The Rikki Lake
  Show"Liberty Optical Inter-Tel Technologies
  TRW International Court of Trade Copper Hewitt
  Museum Smithsonian Hammary FurnitureInterstate
  IntermodalU.S. Post OfficeArtisoftAltigenCygco
  mCentury 21Fujitsu

• ADP
• Niagara ConservationVisa (USA Fulfillment)
  Medic Computers Sheraton Hotels and Resorts,
  USADover Air Force Base
• Medival TimesBoro of LeonaShelby County
  Civil/Criminal CourtsUnibancoNew Knoxville
  Telephone Company, Ohio Bugetel Hotels Acura
  United States Department of Labor Dover Air
  Force Base St. John Hospital, Wyoming
  Egleston-Scottish Rite Children's Hospital,
  Georgia