webinar: what a difference speech makes€¦ · •user speech directory (in or out) •support for...

OpenText Confidential. ©2020 All Rights Reserved. 1

May 14th, 2020

Webinar:What a Difference Speech Makes


March 9, 2020

O p e n Te x t

A c q u i r e s

X M e d i u s


WW HQ

US HQ

APAC HQ

EMEA HQ

JAPAN HQ

The Information Company

$2.9B FY 19 Revenue

#1 in IM

Trillions in network commerce

100 Million End Users

120,000 Customers

40 Million Secured End Points

1 Exabyte under management

99.99% Uptime

40 Countries / 15,000 Employees


Your Voice – 3X Faster than Typing


Technology Acceptance

• More self-service applications

◦ Call Centers

◦ Airlines

◦ Banks

• Smartphone Virtual Personal Assistants

◦ Siri, Alexa, Google Now, Cortana

• Desktop applications

◦ Dictation

◦ NVDA (Non-Visual Desktop Access)


Nuance News

• Nuance SpeechAttendant and Open SpeechAttendant Discontinued (EOS Dec 31, 2019)

• End of expansions March 2020

• Sustaining support until end of 2020


The Good News

• XM Connect is an Easy, Powerful Replacement

• Built on Nuance’s recognition engine

• Works with all major PBXs

• 35+ Years in Automated Attendant

• 20+ Years in Speech Recognition

• 15+ Years in Personal Assistant


Call Handling

Message Management

Intuitive

Additional Options

Speech Commands

Automated Attendant

User Directory

Disambiguation

Outside Caller Interface

Virtual Personal AssistantFull User Interface

Alias Name Support

Mailbox Management

XM Connect Speech Recognition Applications


Speech Directory and Automated Attendant


Automated Attendant

• Access through speech or touch tone

• Intelligent call routing 24/7

• Operating hours

• Driving directions

• Q&A surveys

• Corporate directories

• Unlimited call processing menus

• Fax libraries

• Multi-lingual – interacting withcallers in up to 5 languages


Flexible Automated Attendant Scheduling

• Unlimited automated attendants

• Multiple department/ location needs

• Independent scheduling

• Multiple time zones

• DNIS/DID Routing

• Preprogrammed holidays

• Manual overrides byweb connection

• Manual overrides by telephone


Other Special Features:

• User speech directory(in or out)

• Support for alias names

• Disambiguation for name overlap

• Departmental transfers

• Full ASR menu support (commands)

• Group support for local directories

• API for directory synchronization

Directory


“John Tyler”

“At anytime during this greeting, you can

simply say the name of the person or the

department you want to reach. For a list of

departments, please say options.”

“Who’s calling, please?”

“One moment, please.”

“Mark Read”

Simple Speech Automated Attendant


[Caller records message]

“John Tyler is not available. Please say,

‘Leave a message,’ ‘Try another person,’

or ‘Operator.’”

“Thank you. Please say ‘Send’, ‘Review’,

‘Re-record’, ‘Continue Recording’, ‘Change

Priority’, ‘Change Sensitivity’, ‘or ‘Cancel’.”


“Leave a message”

Outside caller interface


Speech Personal Assistant


Speech-Enabled Personal Assistant

• “Call John Smith”

• “Dial 949 699 2300”

• “Get new messages”

• “Get new email”

• “Get my calendar for today”

• “Accept meeting request”

• “Schedule a meeting at 2 p.m.”

• “Change my availability to mobile”

• “Enable do not disturb”

Simply speak up.


Call Handling

“Acknowledge.”

“Hi Mark. I’m walking into a

meeting and will call you back

when I get out in about an hour.”

“Please record a brief acknowledgement.”

“You have a call from [Mark Reed]. Please

say ‘Accept call,’ Reject call,’

‘Acknowledge,’ ‘Transfer call’ or ‘Review

call.’ ”



Message Management

“Get new messages.”

“You have three unread messages.

Message number one: an email message

from: Mark Reed. Message subject: the

Martin Project. Message body: [Hi John,

we need to talk about the Martin project.

Call me as soon as you can].”

“What would you like to do?”

“Call back.”


Calendar Access

“Get my appointments for next Tuesday?”

“You have one appointment on Tuesday

July 7th. Appointment number one is a

meeting scheduled by Alan Thomas

starting on at

2 p.m. for 30 minutes. Subject: Software

update discussion.”




Contacts Access

“Get contact info.”


“Please say the name of the contact for which

you want any additional information.”

“Mark Reed.”

“Email address.”

“Get contact information for Mark Reed.

Which number or item? Please say one of the

following: business, mobile, email address.”

“Email address is Mark Reed at Telman dot

com ([email protected]).”


Administration

• Unlimited system administrators

• Single point of admin with leading provisioning solutions, such as Unimax 2nd Nature & Starfish Provisioning

• Active Directory integration – PowerShell script pulls data from AD to sync users and distribution lists

• User Classes of Service/Templates

• Batch editing

• API for custom administrative automation

• Unlimited auto attendant trees with time of day/day of week scheduling & schedule overrides

• Easily backup the system to any location on the network


Telephony Interoperability

• 400+ Traditional TDM, IP-PBX, Centrex and IP Centrex Integrations

• Multiple Protocols: SIP, SMDI, Digital Station Emulation, QSIG, CAS

• Simultaneously Supports up to 10 PBX Types on a Single System

Investment ProtectionOn-Premises to Cloud


Case Study


Navy Pier

Background:

• Opened in 1916

• 9 Million Visitors Annually

• 50 Acres of Shops, Restaurants, Theaters,Attractions and Exhibition Facilities

Why XM Connect?

• Avaya IP Telephony Infrastructure

• Large Number of Inbound Calls Required Speech Automated Attendant and Directories

• Highly Mobile Employees:

• Intelligent Call Routing

• Secure Access to Voice Messages

• Migrating from Microsoft Exchange to Office 365


Why Speech?

• Enable Voice-driven Automated Attendants and Directories

• Deliver a Speech-Enabled Personal Assistant to the mobile workforce

• Comply with hands-free, eyes-free driving laws

• Reduce costs, improve productivity and customer satisfaction


Thank you for joining!

webinar: what a difference speech makes€¦ · •user speech directory (in or out) •support for...

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