“In-Call” Conversational Speech Analytics is Driving Improved Customer Experience (CX), Business Intelligence and Efficiencies in Contact Centers

1. Advanced Speech Processing for
for Contact Center
Radisys Corporation - CONFIDENTIAL
March 2019

2. 2Radisys Corporation - CONFIDENTIAL
“In-Call” Speech Analytics – A Game Changer for Contact Centers
“In-Call”
Conversational Speech
Analytics is Driving
Improved Customer
Experience (CX),
Business Intelligence
and Efficiencies in
Contact Centers
Voice continues to
play a key role
Speech analytics
improves agent
performance &
revenue
“In-Call” speech
analytics enhances
customer satisfaction
• 93% of companies use voice and 43%
use IVRs to serve customers*
• 90% of customer conversations still happen
via voice*
• Contact centers with speech analytics gains
better efficiencies than non-users*
*Source: Aberdeen Group (Speech Analytics: Maximizing the Value of Voice Conversations)
6.3x 46% 2.7x
greater annual
increase in the # of
quality SLAs met
better annual
improvement in
agent productivity
greater annual
improvement in
customer lifetime value
87% 2.5x
greater improvement
in customer
satisfaction score
greater
improvement in
customer retention
• Contact centers with speech analytics enjoys
better customer satisfaction*

3. 3Radisys Corporation - CONFIDENTIAL
Traditional Speech Processing Architecture Has Issues
Contact Center Application Server
Ex: IVR Dialog
Media Server/ MRF/ Gateways
Speech Processing
Network Server/ Cloud
Always Required
for Any Speech
Processing – Basic
and Advanced
Voice/ Video
Call
Voice/ Video
Call
Expensive External
Solutions Increase Cost to
Reach Mass Market with
New, Differentiated Services
Cloud-based External
Solutions Exposes Data
Privacy Concerns and
Impacts Performance &
Latency
External ASR
Server with NLP
External
Advanced
Speech Analytics
ASR over MRCP
Cloud ASR
services
(e.g. Google,
Amazon)
OTT ASR API
ASR: Advanced Speech Processing
NLP: Natural Language Processing
Provides Voice Call
Processing &
Audio Decoding

4. 4Radisys Corporation - CONFIDENTIAL
Radisys Solution Embeds Advanced Speech Processing in Media Server
Contact Center Application Server
Ex: IVR Dialog
Media Server/ MRF
Speech Processing
Network Server/ Cloud
Voice/ Video
Call Voice/ Video
Call
External ASR
Server with NLP
External
Advanced
Speech Analytics
ASR over MRCP
Cloud ASR
services
(e.g. Google,
Amazon)
OTT ASR API
Audio
Decoding
Voice Quality
Enhancement
Keyword
Detection
Voice Media
Server
Speech to
Text
Radisys MediaEngine Enables
Mass Market “In-Network” &
“In-Call” Speech Recognition
with Significantly Improved
Cost, Performance and Privacy
Speech
Analytics
Software-Defined Media Server Platform
Open APIs
Radisys MediaEngineTM
Optional to Invoke
Expensive ASR, NLP
Solutions for
Advanced Processing

5. 5Radisys Corporation - CONFIDENTIAL
Radisys MediaEngineTM
ENHANCES QUALITY
OPTIMIZES COST
ENABLES NEW SERVICES
Enhances Quality of Experience of Existing Speech
Recognition Platforms and Improves Customer Satisfaction
Score
Reduces TCO of Speech Recognition Services. Provides
Embedded Speech Processing in Media Server at
Fraction of a Cost to External Solutions
New Speech Recognition Applications within the
Context of a Conversation without Requiring
Expensive Natural Language Processing Solutions
1
2
3
A Unified
Media
Platform for
Contact
Center

6. 6Radisys Corporation - CONFIDENTIAL
In-Line Voice Quality Enhancements Helps Improve CSAT Scores
Contact Center Application Server
Ex: IVR Dialog
Radisys MediaEngineTM
Voice Quality
Enhancement
User Call User Call
Improves
ASR
Accuracy
Under Packet
Loss
Speech Processing
Network Server/ Cloud
External ASR
Server with NLP
External
Advanced
Speech Analytics
ASR over MRCP
Cloud ASR
services
(e.g. Google,
Amazon)
OTT ASR API
1 Improves (2% - 15%)
speech recognition
accuracy for clean speech
and noisy speech under 5% -
20% packet losses
Improves
ASR
Accuracy in
Presence of
Echo
Improves (10% - 20%)
speech recognition
accuracy for P2P calls and
conference calls under echo
conditions over 10dB ERL
Up to 20% Improvement
in speech recognition accuracy
Enhances IVR and Digital
Assistance Experience
Reduced Manual Cost
for Post Call Analytics
VQE Enhances the
Quality of Speech
Recognition of
External ASR and
Analytics Platforms

7. 7Radisys Corporation - CONFIDENTIAL
MediaEngine “In-Call” Keyword Detection Reduces TCO
Contact Center Application Server
Ex: IVR Dialog
Radisys MediaEngineTM
Limited Vocabulary
Embedded KWD
Invokes Advanced ASR and Analytics
Solutions “As Needed” Based on Business
Policies = Optimize Cost
Always “In-Call” – Enables Scalable
Speech Recognition Services to Mass
Market
New Services to Markets without
Requiring Expensive NLP Solutions for all
calls
$$
$$$$$$$
User Call User Call
Embedded Speech Processing at Fraction
of a Cost
Speech Processing
Network Server/ Cloud
External ASR
Server with NLP
External
Advanced
Speech Analytics
ASR over MRCP
Cloud ASR
services
(e.g. Google,
Amazon)
OTT ASR API
Embedded Keyword
Detection Reduces
Traffic Sent to
Expensive ASR and
NLP Systems
Up to 90% Savings
in Software
+ additional CAPEX savings
2

8. 8Radisys Corporation - CONFIDENTIAL
Advanced Speech Processing Enables New Customer Experience
Contact Center Application Server
Ex: IVR Dialog
Media Server/ MRFVoice/ Video
Call Voice/ Video
Call
Audio
Decoding
Voice Quality
Enhancement
Keyword
Detection
(KWD)
Voice Media
Server
Speech to
Text
Radisys Advanced Speech Processing (KWD, Speech-to-Text, and Analytics) Enables
Speech Applications at Significantly Improved Cost, Performance and Privacy
Without Requiring Any External ASR and Analytics Systems
Speech
Analytics
Software-Defined Media Server Platform
Open APIs
Radisys MediaEngineTM
3

9. 9Radisys Corporation - CONFIDENTIAL
Flexible Architecture Enables New Possibilities for Contact Centers
Contact Center App Server
Radisys MediaEngineTM
External ASR
Server with NLP
External
Advanced
Speech Analytics
ASR over MRCP
User Call
Cloud ASR
services
OTT ASR API
WebRTC App
Server
HTTP/ Rest API
KWD engine TTS engineVQE engine
SIP 3PCC (msml,
vxml, mscml)
Cloud ASR
plugins
IMS Call Web Client call
SIP
Network Agnostic – Telephony and OTT
Core Media Server Features
Analytics engine
Speech Processing Network Server/ Cloud (Ex:
Pico Voice, Sensory, IBM, Google, Nuance,
Amazon, etc.)
Open APIs Simplifies
Integration with
Application Servers to
Enable New Applications
Simplifies Integration
with Best of Breed
Speech Technologies (In-
network or Cloud) and
Leverage Strength of
Multiple Speech
Processing Solutions

10. 10Radisys Corporation - CONFIDENTIAL
Advanced Speech Processing & Analytics
Enabling New Contact Center Applications to Enhance Customer Experience

11. 11Radisys Corporation - CONFIDENTIAL
Keyword Enabled Bot – Enabling Live Assistance for Customers and Agents
John
(user)
► Upgrade Phone
► Technical Issue
► Review Bill
“Hey Sophie…”
► Add Manager
► Add Expert
► Transfer to BillingKeyword-enabled Voice
Chat Bot
Billing Agent
Live Personal Digital Assistance for AgentsKeyword Triggered Assistance for Customers
Keyword Based Sales Agent Routing
Sales Agent
Tech Support

12. 12Radisys Corporation - CONFIDENTIAL
Keyword Triggered for Real Time & Post Call Agent Assist & Guidance
John
(user)
Tech Support
Sales Agent
Billing Agent
DURING
Keyword Triggered
Immediate Recommendations
to Call Agents to Take Action
(e.g., talk about promotion)
1
Critical Keyword Detected,
Send Notification to Agent
Keyword Triggered
Statistics Collection
into Data Lake for
Post Call Actions
2
Recording Transcribe
Analytics
Keyword Analysis to Create
for Post Call Promotions
Feedback to Improve
CSAT Score
AFTER
Talk about
new device
upgrade
Keyword
Analysis
Agent Assist
Application
Live Voice Call

13. 13Radisys Corporation - CONFIDENTIAL
Advanced “In-Call” Sentiment Analysis for Proactive Support
John
(user)
Sentiment Analysis Performed on
Live Audio Streams (Examples:
Angry, Happy, Agitated, Normal)
Pitch & Tonal
Analysis
Live Agent Assistance
Application
Customer seems
angry, involve
manager
!
Sentiment Notification
Tech Support
Sales Agent
Billing Agent
Live Voice Call

14. 14Radisys Corporation - CONFIDENTIAL
Enable New Services – Beyond Traditional Inbound Calling
LTE-M (CATM1)
IoT Device
LTE-M (CATM1) IoT
Device
Operations
Center C
Operations
Center B
Operations
Center A
IoT initiated
VoLTE Voice/
Video Call
► “Fire”
► “Gun”
► “Call 911”
Audio and Video feed
from the IoT device is
shared with operators
Ex: IoT Triggered Emergency Response Speech Detection and Real Time Multiparty Assistance
Application Server
Keyword
Analysis on
Live Audio
Feed from IoT
Device
Notifications to Set-Up
Conference Bridge!

15. 15
Significantly Lowers
Speech Processing Cost
by 90%
Improved Speech
Processing Accuracy
(Over 20%) = Better
Quality and Customer
Satisfaction
Reduces Latency and
Improves Performance
Enhances Data Privacy
Enables Framework
Flexibility – Open API to
Speech Engines and
Application Servers
Radisys Corporation - CONFIDENTIAL
Radisys MediaEngine Drives Business Value for Contact Centers
• Comprehensive Media Capabilities
• Integrated Real Time Advanced
Media Processing, Transcoding &
Analytics
• Unique Media Performance
Efficiencies
• Deployment Flexibility
• Edge & Core Deployment Options
• Network Based Economies of Scale
• Dynamic Software-Defined
Scalability
• Multi-Tenant Platform
Unified Media Server
Platform
In-Call & In-
Network Speech
Recognition

16. 16Radisys Corporation - CONFIDENTIAL
Radisys MediaEngineTM
Proven Industry Leader
70% Market
Share
8+ Million
Ports Deployed
Globally
40+ VoLTE
Trials &
Deployment
Largest Media
Focused R&D
Future Proof Services
Rich Analytics Driven
Content Optimization
Scalable Voice & Video
Services
Multi-Vendor Multi-
Application Integration
Cutting Edge Technology
Unparalleled Virtualization
& Performance –
Hardware, Software, Cloud
Leading Open Architecture
Integration - ONAP, MEC
Codec and Software
Optimization – Significant
OPEX and CAPEX
efficiencies
Trusted Media Server Partner for Global Telecom Solution Providers

17. 17Radisys Corporation - CONFIDENTIAL
Contact Us
Call us
Main: +1.503.615.1100
Direct to Sales: +1 503-615-1240
Email Us
sales@radisys.com

18. Thank You
18Radisys Corporation - CONFIDENTIAL