SpeechStorm understands their customers needs. Throughout these slides we cover the 5 fears businesses have been facing when introducing a new IVR system. The key questions are: 1.) What is the customer reaction to IVR? 2.) Will I be able to use it in my organisation? 3.) Is it proven? 4.) Are there cost savings? 5.) How flexible is the system?

1. 5 Fears That Hold You Back
Webinar 2nd April 2009

2. Introduction
• Welcome!
• Housekeeping
Claire Conroy
Marketing Executive
c.conroy@speechstorm.com

3. Roger Chidwick
Sales & Marketing Director

4. Agenda
• Introduction to SpeechStorm
• Benefits of Self-Service
• 5 Common Hurdles to success
• Case Study
• What does SpeechStorm have to offer?
• Questions
• Close

5. Introduction to SpeechStorm

6. About SpeechStorm
Division of Kainos since 2004
270 business & technical consultants
21 year track record in IT delivery
Carrier-grade speech applications
2008 revenue > £20M

7. What do we do?
We provide Customer Centric phone self-service
Business solutions that give customers the service they
want through the appropriate channel: Touchtone, SMS,
Video or Voice.
We automate simple business
processes, normally on a Hosted
basis and greatly reduce costs
as a result.

8. But Why use Self-Service?
 Ease of Use
 Convenience
 24 x 7
 Intuitive
 Faster

9. Benefits of phone self-service
Huge cost savings Happier agents Happier customers
 Cost per call, average  Staff are freed up from  Overall customer
reduction 60-80% having to handle routine service capability
requests expanded and improved
 Average handling time
decreased  Reduction in agent  24 x 7 availability of self
attrition service applications
 Higher service levels  Decrease in customer
wait times through
 Reduction if call queues
handling time and service
delivery costs

10. So why isn’t everyone doing it?

11. What are the hurdles to success?
Customer
Reaction Usability Is it Proven? Cost Savings? Flexibility?

12. 1. Customer Reaction
• My customers want • Customers want
to talk to people! quick and efficient
service
• Customers don’t like
badly designed
Customer
systems
Reaction

13. 2. Usability
• Will it cope with • Yes! SpeechStorm
regional accents? has many year
• What if customers experience of tuning
don’t like it? applications
• Customer Advocacy
Usability

14. 3. Is it proven technology?
• Speech recognition and text-to-
• Will the technology speech are mature technologies
work for my used by 1,000s of companies
organisation? • Natural language now available
too
• most properly designed
applications achieve 90%+
completion rates
Is it proven?

15. 4. Cost Savings
• What Cost Savings • Phone self-service
can I expect? is about 25% of the
Cost-to-Serve of an
agent
• Payback of Hosted
Cost Savings?
apps in 6 months

16. 5. Flexibility
• My infrastructure is • Hosting negates the
old and complex need for complex
• Is it hard to manage? integration projects
• Business people
control the system
Flexibility
with a web browser

17. What are the hurdles to success?
Customer
Reaction Usability Is it Proven? Cost Savings? Flexibility?

18. Case Study

19. Case Study – Comet
Customer Challenge
One of the largest high-street retailers in the Increase call handling capacity by
UK & Ireland automating low value & routine calls!
Recognised in Top50 UK contact centres for • Automation of all store locator information
supporting 250+ branch network • Provide self-service access to delivery enquiries
• introduce speech into current IVR structure with
Large on-line and contact-centre sales
presence to support retail minimal integration & no disruption to service
Solution Benefits
Estimated 400K+ call removed from contact-
SpeechStorm applications deployed for all centres into self-service
Store Locator & Delivery Enquiries calls
90%+ self-service completion for delivery
Provided on a hosted basis routing calls from enquiry calls
BT network IVR to SpeechStorm platform
Dramatic reduction in overall costs, currently
Options include SMS follow-on information ahead of business case
and agent transfer.
True brand reinforcement as technology leader
“We are continually searching for new ways to provide better customer service. Speech is a powerful
technology that will help us to realise that vision, and SpeechStorm is at the forefront of the market in its
experience and expertise in developing and delivering speech self-service solutions “
Simon Parkinson, General Manager - Customer Information Centre , Comet PLC

20. What does SpeechStorm have
to offer?

21. New Era of phone self service

22. How we do it?
• SpeechStorm enables a
complete self-service
picture for customer
phone calls
• We help organisations
transform from Self-
Serving IVR to
Customer Centric Self-
Service
 We offer performance
guarantees to help de-
risk these exciting new
technology projects

23. IVVO speech applications
Agent-Assist: Captures information &
requirements prior to connecting to a live
agent.
Self Service: 100% self-service capability,
including payments, locate nearest store,
account balance & stock checks
Outbound: interactive outbound calls such as
insurance policy renewals, appointment
confirmations & consumer questionnaires.
Specialist: For more specific requirements,
SpeechStorm can develop tailored
applications for any purpose
Like having your best agents on duty 24/7!

24. Delivery Options

25. Summary

26. Summary
• Self-service works! It is:
– Very cost effective, it has an instant impact
on your Operational Costs
– Easy to manage
– Removes ‘drudge’ calls from your Call
Centres, increasing agent effectiveness
– No complex integration required

27. Webinar Offer
SpeechStorm is offering a Free Discovery
to find the optimum way to deploy phone
self-service in your business, to the first 3
companies to request it by 9th April.

28. Questions?

29. Contact Details
Roger Chidwick
Sales & Marketing Director
M: +44 (0)7814 731037
E: r.chidwick@speechstorm.com
www.speechstorm.com