Ep nuance webinar v5

Differentiating and Personalizing theCustomer Experience with SpeechEchopass Corporation

Echopass ConfidentialJune 4, 2013 2Dramatic Change in Customer FocusConvenience InsightsServicedifferentiationRevenueopportunityLoyalty

Echopass ConfidentialJune 4, 2013 3Customer Expectations Have Changed

Echopass ConfidentialJune 4, 2013 4Total BreakdownVoice& IVRText ChatLocationdataSocial MediaMobile AppWeb &e-ServicesScannedDocuments

Echopass ConfidentialJune 4, 2013 5New Approach: The Customer JourneyIntegratedCommunicationsChannelsContextual Data Analytics User Experience

2002-2013 Nuance Communications, Inc. All rights reserved. Page 7find my local weatherforecastmove $ from savingsto checkingplay my hiphop mixdictate a noteI want toSpeech and natural language have changedconsumer expectations

2002-2013 Nuance Communications, Inc. All rights reserved. Page 8A new possibilityWhat if you could offer your customers a speech-enabledsolution that helps callers accomplish routine tasksquickly and easily?What if you could reduce the risk by providingyour customer the solutions performance andresults up-front?What if that solution was based on 20 years ofbest practices in speech-enabled solutions anddelivered by the leaders in customer care?What if you could reduce the risk by providingyour customer the solutions performance andresults up-front?What if that solution was based on 20 years ofbest practices in speech-enabled solutions anddelivered by the leaders in customer care?

2002-2013 Nuance Communications, Inc. All rights reserved. Page 9MassiveVocabulariesSpeechMenusBriefHistoryofSpeechInteraction1992 20021994 1998 200019961990Constant Innovation2013ComplexNaturalLanguagePress orsay 1Natural Dates,Times etc.Directed SpeechSpeakFreely1988Sys: For sales, say or press 1.Caller: oneSys: For sales, say sales or press 1.Caller: salesSys: What is your savings account number?Caller: 4601 2803 5566Sys: How much do you want to transfer to savings?Caller: $329.43Sys: From where to where do you want to fly?Caller: From Singapore to Sydney return business classSys: When do you want to leave?Caller: 8am next WednesdaySys: I need to collect your address for verification purposes.Sys: What street do you live in?Caller: Amokyo Avenue 10Sys: And whats your block number?Caller: 229Sys: Welcome to Singapore Insurance. What can I do for you today?Caller: Id like to know when my policy expiresSys: OK. Which insurance plan to do you have?Caller: I have the motor insurance planSys: Thank you. Please wait while I transfer your callApplication diversityCaller control & satisfactionFaster ROI

2002-2013 Nuance Communications, Inc. All rights reserved. Page 10What do Nuance Call Steering (SpeakFreely) solutions do?123451234512345123Welcome What can I do for you?The Old ApproachThe Call Steering Approach Reduce Zero-Out Rate by up to 40% Reduce Misroute Rate by up to 50% Improve Containment Rate up to 100% Increase Caller SatisfactionCall centers handling 10M calls peryear can save $5M+ annually High Rate of Zero-Outs (10-40%) High Misroute Rate (10-35%) Low Caller Satisfaction

2002-2013 Nuance Communications, Inc. All rights reserved. Page 12The FastStart Approach from Nuance Packaged Professional Services implementingcommon speech self service functionality Self-Service for Utilities, Banking and Health Insurance Call routing and authentication applications Cost effective Rapid deployment Based on best practices Predictable performance results Delivered by Nuance Professional Services speechexpertsDelivering a Baseline for Automated Customer CareDelivered at 30-60% cost savings & 40-50% more quickly than traditional apps

2002-2013 Nuance Communications, Inc. All rights reserved. Page 13Natural Language Speech Proven and reliable technology Mass consumer acceptance Cost effective Straightforward implementations Available with voiceauthentication Specialized vertical business application packagesA Powerful Solution for Enhancement of the Customer Experience

Echopass ConfidentialJune 4, 2013 14Speech and Context Management Services

Echopass ConfidentialJune 4, 2013 15Intelligent Customer Front DoorWhat is it?

Echopass ConfidentialJune 4, 2013 16Creating the Experience

Echopass ConfidentialJune 4, 2013 17Evolution of the TechnologyVoice Self Service to Intelligent Customer Front Door

Echopass ConfidentialJune 4, 2013 18High-ValueProactivelyengageEliteDedicatedpersonalrepresentativeMassMarketManagecost of service,sell reactivelyLow-Valueor CostlyDeflect andtightly managecost of serviceValue-based SegmentationHighHighLowLowCustomerValueCustomer CostDeflect your mostcostly onesEngage your mostvaluable customers

Echopass ConfidentialJune 4, 2013 19Evolution to the Cloud

Echopass ConfidentialJune 4, 2013 20 13 years of complex implementations inthe cloud Focused on mid to large enterprisesolutions Complex Customized solutions Differentiation: Expertise, Innovation,Commitment World class applications from Gartner MagicQuadrant leaders Always on, always available, guaranteed bySLAEchopass CorporationThe Recognized Market Leader

Ep nuance webinar v5

Business

enabled solutions

solutions

providingyour

customer care

2013 nuance

rights reserved

based

leaders