Nortel Networks 7400 - Manual (Page 224)

Speech Enabled Self Service Solutions 215
Speech Enabled Self Service Solutions
Customer Needs
• The ability to provide a differentiated customer care application that operates more effectively, reducing
operating costs and to build customer loyalty in today’s highly competitive world
• Provide 24/7 access to services via Nortel Networks IVR self-service solutions that tightly integrate with
Web and CTI applications
• Create a tightly integrated customer contact centre that converges Agent Assisted and Self Service
technologies, evolving seamlessly in line with business requirements.
• Provide self service applications that free up agents from repetitive and tedious tasks in order to deliver
superior customer service to valuable clients and more complex calls
• Open up a database to be accessed by customers, using speech as the navigation tool, not touch tone
“...by 2003, 30 percent of the new automated lines in call centres will respond to customers’ speech.
The technology pays for itself within six to 18 months in call centres with more than 50 agents...”
Gartner Group.
Nortel Networks Solution
• Unmatched experience in speech recognition
solution deployment and the most deployed
speech applications in the industry
• Lower risk, thanks to our industry-leading
experience in making speech recognition work in
real-world situations
• Speech Processing Platform:
– VPS/is server for a modular, resilient and
scaleable foundation.
– OSCAR (Open Signal Computing and Analysis
Resource) architecture is designed to support
advanced speech-processing applications in an
open and scaleable environment
• Best-in-class technology with industry-leading
large vocabulary speech recognition (LVR), Natural
Language Understanding (NLU), Text-to-Speech
(TTS) and Speaker Verification technologies:
– Natural language speech recognition is one of
the core enabling technologies available with
the Nortel Networks Speech Processing
Platform. Our advanced systems are able to
adapt to the channel characteristics of
telephone connections and recognise tens of
thousands of words with very high recognition
accuracy. Natural Language Understanding
(NLU) capabilities allow customers to speak in
complete sentences, using a variety of phrases
to relay the same information. This more
natural flow to customer transactions and the
ability to simplify complex menu choices
results in shorter calls, an improved customer
experience and savings in call time and
agent interaction.
– Text-to-Speech (ITS) converts ordinary text into
intelligible speech. This core technology works
well when information to be spoken to callers
is drawn from large numbers of items, or from
multiple diverse sources that change regularly.
It is used for very large databases of
information where pre-recording is
impractical or not possible.
– Speaker Verification - this biometric technology
confirms a claimed identity on the basis of
voice characteristics. Speaker Verification
compares live speech samples against a stored
voiceprint – a pre-recorded sample of the user’s
speech – to either approve or deny the caller’s
claimed identity. In addition to boosting
security, it can lower an organisations
operating costs by reducing the amount of
agent-based customer service required to
verify a caller’s identity.
Consistent Customer Experience