Speak Freely – Final part

contributed by Eyal Inbar

Voice Portals and IVR:  This is one of the more exciting voice solutions; recently we signed at NEC a strategic partnership with the leading vendor in hosted voice portals, Tellme, a subsidiary of Microsoft Corp.

Think about it as a “voice enables your website” solution. You can take the same database and logic you’ve already built and invested in for your website and provide another user interface to it, a phone. Why is it so important? For one, it will open your market to a completely new audience and will give your customers the opportunity to get the same or better experience they only got through your website, while driving in their cars or calling from their phone at home, secondly it will allow you to communicate your brand and connect with your customers in a deeper level, using the voice and the interaction in a way that will reflect your company’s brand and commitment to those customers.

To demonstrate that, think about this: If you are in the pizzeria business, and have 100 pizza stores across the country, your customers can probably go today to your website and order a pizza. The order will go from a centralized website to your ERP system and the information will be sent to the local store that is closest to the customer’s location.

What happens when the customer calls to the local store instead of going to the website? One of the more likely scenario would be you end up calling the local store getting the pleasure to converse with an 18 years old employee that started working in the store 3 months ago and knows nothing about me as a customer and sometime will poorly represent his company.

With voice portal, the experience can be very different! In this case when I call, I will interact with the centralized system that will immediately recognize me as a loyal customer, the voice will sound exactly like the one on the commercial I was just listening to on the radio on my way home and my experience will be as smooth as the experience you’ve invested so much to optimize on your web site.

The system will know my previous orders and preferences and will be able to offer me my favorite pizza and will encourage me to take advantage of the new promotion that was just introduced the same day.

Of course everyone wins. Implementation of the new promotion took place at the same time the website was updated, and the commercial was ready for the radio; customer experience was great and was repeatable in all the 100 stores. You, as the owner, didn’t have to count on an 18 years old employee to represent your company in the way you want it to be.

Closing thoughts… looking ahead -A personal perspective

The next few years will be a major turning point when it comes to the adoption and implementation of speech and voice technologies. We may see a new generation of people that once again, feels more comfortable speaking than typing.

I believe the phone as we know it today will be very different, it may not look the same, and we will use it for more than just communicating with people, but one thing is certain, it won’t go away! In fact, I believe it will be way more important than it is today.

Imagine this scenario: (let’s call it an “executive assistance for everyone”)

You are stating your day in the office clicking on a phone  to start a conversation, the voice on the other side recognizes you and offer its help: “Good morning John, how can I help you?”

“Connect me with Victor” you say, and the computer will be able to recognize that Victor is available to take your call from his vacation home in Seattle (who knew that Victor has a vacation home??) By the end of the call, you’ll be asked again “How can I help you?” This time you ask to schedule a meeting with several people from your organization and a customer. The computer on the other side looks into people’s calendars finds the time and resources available for the meeting and sends them a meeting invite with your message.

Throughout the day, you might be visiting customers while able to use your “New executive assistant” to read you your emails, pull out information about your customers from your CRM system and send you sales reports to your phone, all without typing even once, taking in consideration your specific restrictions to accessing your organization’s information. Try giving your personal phone to someone else and he will get blocked not able to use a highly personal and secure system recognizing your voice and identity.

When you ask the system to book a flight, it searches the best price and calls American airlines. American Airline’s system recognized you immediately and offers you to use your millage for an upgrade to first class.

So far you had a successful day and you are in your way home, from a completely different phone, the system again recognizes you and offer its help, now you will ask it to recommend a restaurant and make a reservation or to buy tickets to a movie. Done! You are all set.

While the above might sound unrealistic at this point, it is important to know that everything mentioned here is available and works today.

The integration between the different pieces might not be as high as it should be but with standard protocols and perhaps more importantly with hosted speech applications, I strongly believe that in just few years, we will all use this kind of “executive assistance” and other voice enabled solutions throughout our personal and business lives.

Voice application open a completely new era in making technology “Human Friendly” Organizations that are taking advantage of it, will defiantly differentiate themselves from their competitors in a much more meaningful way, not only using this technology allowing them to save operational expenses, but perhaps more importantly it will enable deeper connection with their customers and prospects in the most efficient way.

“NEC hits mobile worker sweet spot” Network World article

Read the entire article by Robert Smithers and Martin Milner, Network World Lab Alliance, Network World.

Their conclusion states that, “In the UC system tested, we can definitely see NEC’s strength in voice communications (showed in testing by its strong performance and survivability) coming together with the necessary components to bring UC to the masses. The mobility client was superior to that of comparable products we’ve tested. With its well laid out and intuitive interface the NEC MC530 Mobility Client offers seamless connectivity, propagation of presence, is easy to use and offers virtually all the communications features to the mobile worker that are available from within the office.”

NEC’s UNIVERGE® Mobile Client Rated “Best Enterprise UC Mobility Solution” in Independent Lab Test

NEC’s UNIVERGE® Mobile Client Rated “Best Enterprise UC Mobility Solution” in Independent Lab Test Miercom cites UNIVERGE Mobile Client functionality as best of six leading solutions, while the UC for Enterprise solution proved both resilient and secure

IRVING, TX, February 10, 2009 — NEC Unified Solutions, Inc., a leader in enterprise business communications, today announced that the UNIVERGE® Mobile Client (MC530) was awarded a “Best” rating in the 2008 Enterprise Unified Communications Industry Study by Miercom, a leading independent product testing and analysis firm. Summary results of the lab testing are available online at NEC Unified Solutions’ web site (www.necunified.com).

“Based on our testing, the mobility attributes of NEC’s UNIVERGE UC for Enterprise are superior to those of any other UC solution on the market,” said Rob Smithers, CEO of Miercom. “Specifically, the Mobile Client MC530 offered seamless connectivity, including presence status and a simple, intuitive interface that gives users all of the features of their NEC UNIVERGE desktop while away from the office.”

In addition to UCE’s mobility features, Miercom lauded the solution and underlying NEC UNIVERGE IP infrastructure for its security and resiliency under attack. Miercom also tested the full NEC UNIVERGE UC for Enterprise communications configuration, including redundant UNIVERGE enterprise communications servers, UC700 Desktop Client, UM8500 unified messaging application, MA4000 management application, OW5000 media server, DT700 series IP phones and UA5200 attendant console. The Miercom testing team ran more than 2 million different attack scenarios over the UNIVERGE solution without losing connectivity once.

In a separate evaluation of the UNIVERGE SV8500 enterprise communications server, Miercom found the unit’s power consumption to be 40 percent below previous generations of traditional and IP PBX servers.

As a cornerstone of NEC’s UNIVERGE360 vision, UC for Enterprise offers corporate executives, lines of business and IT departments the power to unify their business communications with a suite of powerful productivity applications and features. The UC for Enterprise suite comprises a number of modules, including:

  • UNIVERGE UC700 Desktop Client: The UC700 desktop client combines UC functionality in a single application with click-to-dial and clipboard dialer, presence-based call routing, communication history information, voice, video and web conferencing, whiteboarding, screen sharing, screen capture, and screen pops for incoming messages. A consolidated client application displays voice messages, instant messages and call history/missed calls in a single location and also allows for access to corporate and personal directories.
  • UNIVERGE MC530 Mobile Client: The UNIVERGE Mobile Client combines UC and mobility, seamlessly extending unified messaging from the business IP communication system directly to mobile devices. The Mobile Client software accesses enterprise VoIP application services and will provide dual-mode Wi-Fi/cellular devices with a unified user experience in either network mode. The Mobile Client gives users one phone number for desk phone and mobile device, by providing a single mobile device that works as effectively offsite as in the office. It also provides presence, access to corporate and personal directories, instant messaging, and an easy to use GUI interface, and device support for Windows Mobile® 5 and higher and RIM® operating systems.
  • UNIVERGE UM8500 Unified Messaging System: Fully compatible with the UNIVERGE UC700 desktop client and MC530 mobile client, UM8500 is a feature rich, scalable, unified messaging solution. It is the first-ever UM solution to include VideoMail and Find Me/Follow Me capability. Microsoft® Exchange Server integration within the UM8500 system enables the system to read aloud a schedule of activities for any given day, up to one year in advance. The UM8500 is designed to allow large enterprises to maximize productivity and streamline operational costs.

NEC’s UNIVERGE360 vision unifies networks and communications applications while enabling comprehensive business solutions. For additional information on NEC’s UNIVERGE solutions, visit the UNIVERGE360 web site at www.univerge360.com.

About NEC Unified Solutions
NEC Unified Solutions helps companies unify their business communications through innovative software, applications, development tools, and services. NEC offers a complete portfolio for unified communications, wireless, voice, data and managed services, as well as systems integration and application development. NEC Unified Solutions serves as the North American communications integration arm of global giant NEC Corporation for Fortune 1000, as well as small to mid-sized businesses in vertical markets such as hospitality, education, government, and healthcare. For more information, visit www.necunified.com.

About Miercom
Miercom is a leading, independent product test center with hundreds of its product-comparison analyses published over the years in leading network trade periodicals. Our reports regularly appear in Business Communications Review – NoJitter, Communications News, Internet Telephony, Network World, xchange and other publications.

Miercom features comprehensive certification and test programs including Reliability Assured, Certified Secure™ and Certified Green™. Products may also be evaluated under the NetWORKS As Advertised™program, in which networking-related products must pass a comprehensive, independent assessment of their usability and performance as compared to advertised specifications.

NEC and UNIVERGE are registered trademarks of NEC Corporation. All other trademarks are the property of their respective owners.

Speak Freely – Part III

Contributed by Eyal Inbar, Marketing, NEC Unified Solutions

Why do we like to hate speech applications?  The most interesting question to start with is how come we love to communicate verbally with people yet will do all in our power to avoid communicating verbally with a machine?

Well, by now you could probably guess. It is all about the customer experience and the way we are designing and implementing interactive voice and speech solutions
Like many other software and hardware solution, Speech technologies have been designed and implemented by technical people with very little understanding of the customer experience and needs. It has been deployed as an infrastructure project, usually with the intention to use the technology to save costs to the company, unfortunately on the expense of customer experience.

Why should we make the effort in integrating and using voice technology?
Speech and Voice applications are very powerful technologies that can be used to attract new customers and connect with them in a much deeper level than any other technology we have.

Our ability to integrate voice solutions to line of business applications allow us to provide a better customer experience and much more efficient communication when customers are interacting with our organization. We should just use it smarter and make sure those responsible for the customer interaction , whether a marketing or operation leader or any other customer facing executive are involved in the design and implementation of the solution.

Some practical examples
You can find today a large variety of solutions and applications that make good use of voice and speech technology. Some are uniquely powerful especially in times of economic downturn, here is a sample:

Speech Auto attendant – The system allows callers to be automatically transferred to a user’s or department extension without the intervention of a receptionist, just by saying the name. Usually the system will also be connected to your email system, allowing you to schedule meetings using voice commands and get the system read your emails to you. If you have multiple operators in your organization, answering phone calls both internally or from customers, you should look at this solution. This solution delivers new ways of saving money and can usually show a return on your investment in less than 6 months.

Automated outbound dialer (or Automated messaging system) – If you are still not using this solution, Please do!  The idea is very simple; connect the voice application to your CRM, ERP, your email system or any other customer data base and start communicating with your customers more frequently. Use it as part of your lead generation campaign to proactively reach out to thousands of potential customers and have them listen to your message and connect with an agent; remind people to show up for appointments;  send emergency notification  and much more. This is a very simple and usually very cost effective solution.

Voice Biometrics solutions –The solution offers a security level in the remote transactions over the phone, for businesses and their customers looking to increase their privacy with greater security measures or enhance customers’ experience, this is a very effective solution to qualify the speaker’s identity

Final Part next week.

Colon & Rectal Center of Arizona Improves Customer Service and Lowers Costs with NEC Communication Solutions

Company leverages NEC’s UNIVERGE®360 approach to help ensure effective communications and reduce phone bills by 20 percent

IRVING, TX, January 28, 2009 — NEC Unified Solutions, Inc. (NEC), a leader in enterprise business communications, today announced that Colon & Rectal Center of Arizona (CRCA) is utilizing its UNIVERGE® SV8100 communications server, auto-call distribution (ACD), and UM8000 unified messaging solution to help the center lower costs and thrive with a collaborative environment that allows enhanced patient care. The CRCA is also using NEC’s NetLink to seamlessly integrate its two sites and enable centralized reservations with ACD.

The CRCA faced a number of communications challenges prior to selecting the NEC IP communications solution: incompatible telephone systems that did not allow interoffice call transfers, separate office appointment-setting functions, lost calls and extended hold-times for patients. NEC UNIVERGE solutions exclusive dealer, Canyon Telecom, addressed these challenges and designed, implemented and managed the project to make communications at CRCA more efficient.

“Regardless of where anyone is, on any given day, the NEC solution provided by Canyon Telecom is completely seamless and helps everyone communicate effectively in order to allow us to give our patients the best care possible,” said Dr. Elizabeth McConnell, founder, CRCA. “The solution has cut our phone bills by 20 percent, enabled us to operate with one less appointment clerk and we believe has become a tremendous asset to our practice.”

The solution yields easy transfer of outside calls between offices and now employees can reach each other with four-digit dialing, regardless of where they are located. ACD reduces caller hold times and distributes call volumes evenly among the office clerks. Additionally, ACD provides call handling metrics that allow CRCA to improve office management as well as identify training issues thereby enabling them to more effectively control the appointment-setting function of the practice.

The solution uses two UNIVERGE SV8100 communications servers, one in each of the practice’s two locations, connected via NetLink, a powerful networking application. Since the SV8100s share a single database, they operate as a single seamless solution. The two connected servers answer five different telephone numbers and provide IP telephony for CRCA’s two office locations, which include three physician’s practices and a surgical center. An auto-attendant on the SV8100 answers the phone for all three doctors; each is able to have a unique night mode and on-off schedule.

“Enhanced delivery and patient scheduling is necessary in the competitive environment of healthcare and this solution will continue to help unify CRCA’s communications as the practice continues to grow and evolve,” said Larry Levenberg, vice president and general manager, National Channel, NEC Unified Solutions. “CRCA’s needs aligned perfectly with our UNIVERGE360 framework in which the role of individual employees determines the best communications method and technology.”