Speech Enabled Auto-Attendant

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• Speech Enabled Auto-Attendant

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Issue Speech Solves

• Operators Routing Calls
• 30 to 60 of all calls are internal
• Operators are tied up transferring internal calls
• Operators are forced to put other calls in queue
  looking up extension numbers for employees
  
• 40 of calls to a company are from other
  employees, vendors, friends and others who know
  who they want to reach.
• Costs associated with operator turnover/training

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Problem The Traditional Auto Attendant
(Touch-tone based)

• Caller Behavior Survey
• 44 find them difficult to use
• 55 0 out when prompted to use a names
  directory
• 54 0 out when asked to spell the partys name
• Only 40 typically know the extension number
• 40 0 out even when they know the extension
• Only 43 know how to spell the name

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The SolutionTelephony Office-LinX ASR Module

• Automatically routes incoming/internal calls by
  saying the name of the party desired
• Reduces the number of calls transferred to the
  operator
• Frees up operators to handle more complex calls
  which improves productivity
• Eliminates the need to memorize extension numbers
• No need to enter letters or numbers on the
  telephone keypad

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Product Overview

• Speech enabled automated attendant and company
  directory, based on the Industry leading Nuance
  8.0 Speech Engine
• Nuance 8.0 contains a robust collection of
  features and capabilities. Telephony OfficeLinX
  SPeechLinX Module supports 27 dialects, providing
  each customer with a tailored experience

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Product Overview

• Speech enabled Automated Attendant
• SpeechLinX allows Telephony OfficeLinX users to
  simply request a users name and have them routed
  to the appropriate person. The benefits of the
  Telephony OfficeLinX Speech enabled
  auto-attendant is that it provides all the
  functionality of an advanced call attendant with
  the addition of Speech Recognition
• Speech enabled Company Directory
• With SpeechLinX users can simply press a
  programmed button on their phone, speak a name
  and be routed directly to his/her extension. This
  is beneficial to large organizations where trying
  to remember a users extensions is next to
  impossible! No more published directories no
  need to change and update lists with new and
  deleted users staff can simply say the name and
  Telephony OfficeLinX finds the person using the
  SpeechLinX speech engine

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Product Overview

• Corporate Voice Dialing allows callers to reach
  their desired party by simply saying the name of
  the person they wish to reach
• It can be implemented as an internal call routing
  application as well as an inbound/outbound system

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Key Features

• Allowing callers to barge-in on the Auto
  Attendant at any time
• Not duplicating your existing voice mail system
• Uses alternate spellings for VM for Dictionary
• Giving you the ability to operate on the same
  machine as your existing voice mail system
• Reducing the cost of a live receptionist
• Decreasing phone system navigation time for
  callers
• Recognition in company, and corporate directory
• Multilingual support for Speech recognition

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Key Benefits

• Enhance caller experience
• Callers simply say who they want
• 24/7 call-routing to the desired calling
  destination
• Intuitive speech interface, less frustrating than
  legacy systems (DTMF)
• Reduced call transfer time
• Reduced DID requirements
• Less demands on operator for routine transfers
  and information requests

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Hardware Requirements Specifications

• Platform Telephony OfficeLinX v.4.7 or above
• CPU Intel Pentium 4, 1GhzIntel Pentium 4, 1.5Ghz
• RAM 512MB RD 4-8 ports, 768MB RD RAM above 8
  ports
• Hard Drive 30 GB IDE  CD ROM Required VGA32MB 4x
  AGP TNT 2 Pro 
• NIC1x100 BaseT Modem56k v.90 minimum (remote
  maintenance) 
• OS Windows 2000 Professional or Server with
  Service Pack 2
• Voice Cards Dialogic JCT series, Brooktrout
  Vantage series(required for full duplex)

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Competitive UM with ASR

• Sound Advantage- Sandi
• I-voice-Speech enabled attendant
• Captaris- Captaris speech
• Avaya Unified messenger-Speech Access
• Locus dialog-STS

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Architecture-ASR Attendant
Digital/Analog Integration
Extension, voicemail, cellular, local/long
distance number
Speech-LinX License added to TOL software
Laura Jones
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Architecture-Directory Attendant
Digital/Analog Integration
Extension, voicemail, cellular, local/long
distance number
SpeechLinX License added to TOL software
Laura Jones
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Speech Configuration
CTI Link-CSTA, TAPI, SMDI
PBX

• Faxes come through Auto attendant and it detects
  fax tone
• AA transfers fax call to analog fax ports on TOL
• System answers and initiates fax receiving

PSTN
Analog fax connection
TAPI, SIP
Analog, T1/E1,Digital for voice
IPPBX
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Configurations

• Starter configurations
• 250 names 2 ports max
• SME configurations
• 500 names, 2-8 ports same server as VM
• Enterprise configurations
• 500 plus names, 2-8 ports same server as VM ,
  greater than 8 ports on distributed Speech server

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Benefits Summary

• Demonstrates your concern for caller care
• Off-loads call volume to operators eliminates
  call-holding queue
• Reduces overtime schedules for operators,
  increases productivity
• Operators have more time for complex calls
• Provides operator services after hours

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Benefits Summary

• Reduces operating costs
• Reduces or eliminates need for expensive DID
  lines
• Eliminates/reduces frequency of costly updates to
  employee directory
• Reduction in operating costs yields short payback
  period
• Callers prefer it

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• Speech Enabled Auto-Attendant