© 2007 Avaya Inc. All rights reserved. “Calling All Cars” Speech Applications during...

© 2007 Avaya Inc. All rights reserved.

“Calling All Cars”Speech Applications during

Extraordinary Circumstances

“Calling All Cars”Speech Applications during


SpeechTek 2007

Tom HansonSr. Product Manager, Avaya

© 2007 Avaya Inc. All rights reserved. 2


Times Are Not What They Used To Be (or are they?)

Events drive communication and Business Need to Respond

– Weather Events

– Labor Events

– Quality Events

– Disaster Events


Responses to Extraordinary Circumstances

Information and the Availability of Actions on Information Demand New Responses….

Businesses Have to Respond to Meet these Events or Suffer the Consequences

– Communications

– Act on Data

– Scale to Meet Demands

– Keep Business Moving

– Contingency Planning


Case 1: Weather

Date: January 2007

Place: US Midwest

Conditions: Icy and Deteriorating

The Story: Multi-day Ice Storm Caused Hundreds of Flight Cancellations. A large Airline with many operations in the Midwest was affected. A new Speech Self-Service Application was targeted to go live Feb. to relieve flight status updates.

– The Story behind the Story

• Application was pushed live 2 weeks early on Avaya Voice Portal

• Customers Opted In Resulted in 50% drop in Wait Time

Customer maintained its reputation in a time of Extraordinary Circumstances.


Lessons Learned

Self-Service can be Customer Choice

– Clearly Allow Custom to opt in

Ensure Systems and Software are ready to be scaled up

Modularize and perform UAT on applications so that subsystems can be brought in as needed


Case 2: Labor Actions

Date: June 2007

Place: Italy

Conditions: Italian National Railway: height Vacation Season has labor action

The Story: National Railway shutdown. Labor Action suspends operations including Ticketing.

– The Story behind the Story

• Telecom Italia using Avaya Voice Portal deploys Speech Application Developed and Deployed for Ticketing and Train Status Information..

• System was able to handle large amount of inquiries related to train status while taking new reservations.

Train system came back up at end of labor action with fully booked trains. (Didn’t have to fill the queue with new reservations)


Lessons Learned

Business Continuity includes customer service and not just keeping the operations going

Extraordinary Circumstances can sometimes be predicted, prepare customers for those circumstances

Hosted Environment was enabler to allow customer to focus on “what” and not “how”


Typical Deployment Architecture

Web-based Architecture– Emergence of speech as a

preferred user interface– Ubiquity of the web has created

self service tools, standards and infrastructure

– New three tiered distributed architectures in support of above

– Web Services and Voice XML allow speech applications to leverage web investments

– Enable reuse of:• Infrastructure• Applications• Integrations• Programmers

– Results in lower TCO, more rapid development and deployment

Web Browser

VXML Browser

HTTP / HTML

HTTP / VXML

CICS

Authentication

MQ Series

Socket

LDAP

BusinessObjects

JSP / VXMLPages

JSP Pages


Case 3: Businesses Responding to Events

Product Recalls Have Multiple Impacts

Getting the Word Out

– Press

– Web

– Notifications

– Distributors

Having the Word Come Back In

– Responding to Concerned Customers

– Notification with Response

– Escalation Paths


Example: Toy Recall

Testing of toys determine lead-based paint is found on multiple lots of shipped toys

– Multiple Channels (email, automated escalation via phone and speech self-service) to bring together decision makers between

• Company

• Government

• Contractor

Actionable Communication Plan to

– Press (where to call/web to find specific information)

– Financial Analysts (impact)

– Retailers (recall process, removing stock)

– Public (what to do)

Inbound

– Handle millions of contacts

– Process for Recall

– Loyalty Marketing/Keep Trust


Lessons Learned

Communicating Effectively with Customers Requires Proactively Communicating to Customers, Distributors, Retail, and Government

Create a consistent multi-channel communication plan for incoming contacts

Anticipate the reason the customer is calling


Case 4: Planning for Extraordinary Circumstances

Example: Planning for Global Pandemic

– Customer Service Needs

– Operational Needs

– Financial Needs

It’s All About Communications

Find Conference

Notify/Approve

Notify Consult Review

Exception

Alert

Event


Architectural Planning

•Geographically Distributed, But Can Stand-alone

•IP-based, Software-based

•Rapid Deployment, Rapid Modification

•Services Oriented Architecture

Web Self Service

Voice Self Service

People


Avaya Voice Portal Multi-Site ManagementSingle point of administration, management and reporting

Chicago London Pune

PCI-1

PCI-2

PCI-3

PCI-1

PCI-2

PCI-3

PCI-1

PCI-2

PCI-3

PCI-1

PCI-2

PCI-3

Consolidated Reporting across sites Consolidated

management across all sites

Disaster

Recovery

Licensing

High Availability at Each Site


Conclusions

Extraordinary Times Demand Extraordinary Responses

Speech Applications are part of any Business Flexibility and Business Continuity infrastructure

Speech Applications are key part of a Multi-channel Approach

Managing Communications means Managing Business

Resources for More Thought (White papers, Case Studies)

– http://www.avaya.com/speech Speech Application Examples

– http://www.avaya.com/cebp Communications Enabled Business Process

http://www.avaya.com/speech

http://www.avaya.com/cebp

Thank You !

© 2007 Avaya Inc. All rights reserved. “Calling All Cars” Speech Applications during...

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