Nortel Networks 7400 - Manual (Page 200)

Periphonics VPS/is 191
Customer Profile
• Do you want to control the operational costs of
your contact centre?
• Does your contact centre staff regularly handle
repetitive, routine calls?
• Are you looking for a fully featured, carrier class
IVR that is suitable for diverse Contact Centre
environments?
• Do you have a service, product or database of
information that could be accessible by
your customers if they used speech as a
navigation tool?
• Are you looking to provide a differentiated service
offering to your customer base?
Typical Applications
• Medium sized enterprises through to carrier
grade contact centre environments
• Medium to large IVR customers requiring highly
featured self service solutions (database access,
CTI integration, etc) and Natural Language Speech
Recognition applications
• Contact centres handling a large number of
routine calls
• Businesses that need to provide customers with
24/7 access to their services
• Any customer oriented organisation that wants to
eliminate aggravation, wasted time and delays by
providing information to callers without the need
for them to wait in a queue to speak to an agent
• Organisations looking to increase revenues and
save costs by providing new and additional
services in responses to the ever changing needs
of their customers
• Contact centres needing to free up agents from
repetitive and tedious tasks in order to deliver
superior customer service to valuable clients and
more complex calls
• In conjunction with CTI software, applications
requiring customer information input to be
displayed on the agent’s desktop, eliminating the
need to ask for information twice
Key Points
All the features and functions of the MPS 100 plus:-
• Full suite of Advanced Speech Recognition
capabilities - including Natural Language
Understanding, Text-to-Speech and Speaker
Verification.
– Text-to-Speech, which converts ordinary text
into intelligible speech.
– Natural Language Understanding, which
allows customers to speak to an application in
complete natural sentences.
– Speaker Verification, a biometric technology
that compares live speech samples against a
stored, pre-recorded sample of the user’s
speech to either approve or deny the caller’s
claimed identity.
• Easy-to-use management systems - the
Periphonics VPS/is supports a full suite of easy-to-
use, point-and-click software tools for application
management, system management and
administration.
• Scalable, modular architecture - As your voice
processing requirements increase, the VPS/is
building-block design readily accommodates new
feature and performance upgrades through
incremental enhancements, without sacrificing
initial investment.
Periphonics VPS/is
Overview
Periphonics VPS/is is a multi-media, self-service platform that automates the transaction processing,
traditionally conducted by contact centre agents. Systems are available in a variety of scalable
configurations to meet a wide range of capacity, application and network needs. VPS/is offers a full
range of Advanced Speech Recognition capabilities including Natural Language Understanding,
Speaker Verification and Text-to-Speech