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Mobile Speech Applications For Power Users Doug Brown VP, Product Management Datria Systems SpeechTEK-West 2007 C104 – Making Employees More Efficient.

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Presentation on theme: "Mobile Speech Applications For Power Users Doug Brown VP, Product Management Datria Systems SpeechTEK-West 2007 C104 – Making Employees More Efficient."— Presentation transcript:

1 Mobile Speech Applications For Power Users Doug Brown VP, Product Management Datria Systems SpeechTEK-West 2007 C104 – Making Employees More Efficient 21 Feb 2007 SpeechTEK-West 2007 C104 – Making Employees More Efficient 21 Feb 2007 Giving away Datamonitor report

2 2 Todays Discussion The user interface gap Demo Strategic considerations The user interface gap Demo Strategic considerations Consumers Different Needs Employees

3 3 Common Mobile Applications in the Enterprise Where Power Users are Found Field service management Asset management Inspection / reporting Warehouse management Parts management Crisis management Sales force automation (SFA) Human capital management Email Unified communications Personal info manager (PIM) Horizontal Applications Line of Business Applications Mobile Professionals (knowledge workers) Mobile Field Force (blue collar)

4 4 Drives Significant Value for Customers Datria customers use speech-enabled mobility to achieve: Increased field productivity 20-30% Reduced days to invoice by 40-60% Reduce overtime by 15-25% Increase customer retention 15-20% Increase revenues by 10-20% Datria customers use speech-enabled mobility to achieve: Increased field productivity 20-30% Reduced days to invoice by 40-60% Reduce overtime by 15-25% Increase customer retention 15-20% Increase revenues by 10-20%

5 5 Quick Demo (5 min.) Speech Self-Service Service Order DEMO

6 6 Network-based Speech Applications Market Dichotomy Enterprise Consumer-focused (casual users) Employee-focused (power users) Vs. Soft ROI Limited leverage Unpredictable users (conversational) Seeking emotional attachment Enhanced customer service Large ROI Measurable benefit Users prize speed and control Emphasizes accuracy Enhanced operational efficiencies Call routing Flight arrival Order status Nearest ATM Dispatch optimization Enterprise asset mgt. Disaster/crisis mgt. Regulatory compliance

7 7 Contrasting Power-Users Casual user (consumers) Applications focus on serving a very broad range of users who know what they want to accomplish but may be unfamiliar with the self-service application (as they use it infrequently) Needs are simple – frequently just one task (data exchange) Users can speak unpredictability Users value naturalness (and possibly personas) Companies often seek emotional attachment (branding) Benchmark experience is speaking live to a good customer service rep Power-users (employees) Benchmarks are paper-based forms or queuing to speak with dispatchers Users know the applications inside and out, as they reflect their daily work Transactions are complex, exchanging from 20-50 data elements Speed, control and accuracy are most valued Casual user (consumers) Applications focus on serving a very broad range of users who know what they want to accomplish but may be unfamiliar with the self-service application (as they use it infrequently) Needs are simple – frequently just one task (data exchange) Users can speak unpredictability Users value naturalness (and possibly personas) Companies often seek emotional attachment (branding) Benchmark experience is speaking live to a good customer service rep Power-users (employees) Benchmarks are paper-based forms or queuing to speak with dispatchers Users know the applications inside and out, as they reflect their daily work Transactions are complex, exchanging from 20-50 data elements Speed, control and accuracy are most valued

8 8 Voice User Interface Employee-Facing Differences Consumer Workforce Frequency Low High Caller wants to Respond to choices Take control of call Logic path More structured Less predictable User desire Realism Speed, control Hands free Not required Required Abandon rate Can be high Must be low Restart At beginning Where left off Security required Limited; inquiry High; positive ID # of Transactions per Call Few Many Transaction type Inquiry; some updates Intensive data updates Environmental noise Low May be high © Datria Systems, Inc. 2004-2007

9 9 Speech-enabled Mobility Strategic Considerations Put caller in control Accommodate harsh mobile environments Provide a non-fatiguing interface Telephone and 2-way radio Ensure application persistence (handle unexpected disconnects) Use integration abstraction to insulate from back-end changes Provide for data browsing across multiple backend applications Assist comprehension – hot words, status code conversions to word equivalents, alternate communication methods such as acronym input, text messaging… Simplify management of large pick lists Dynamic grammar management for parts catalogs, job codes, completion codes… Allow user to control verbosity levels, and to choose auto-complete Configurable packages Include best practices 50-70% faster to benefit Library of standard data connectors; proven code; cost and delivery certainty Maintenance keeps pace with evolving standards, adds capabilities 25-30% lower TCO Put caller in control Accommodate harsh mobile environments Provide a non-fatiguing interface Telephone and 2-way radio Ensure application persistence (handle unexpected disconnects) Use integration abstraction to insulate from back-end changes Provide for data browsing across multiple backend applications Assist comprehension – hot words, status code conversions to word equivalents, alternate communication methods such as acronym input, text messaging… Simplify management of large pick lists Dynamic grammar management for parts catalogs, job codes, completion codes… Allow user to control verbosity levels, and to choose auto-complete Configurable packages Include best practices 50-70% faster to benefit Library of standard data connectors; proven code; cost and delivery certainty Maintenance keeps pace with evolving standards, adds capabilities 25-30% lower TCO © Datamonitor, 2007

10 10 Datria – Market Leader in Advanced Configurable Packages Re-usable Objects Custom Apps (coding focus) Configurable Packages (assembly focus) Increasing Maturity & Effectiveness SOA composite apps Shrink-wrap Packages (work the same For everyone) Custom Apps (coding focus) Configurable to each enterprises unique business processes Models standard business processes (higher level of abstraction) Assemble & configure approach for both user interface and back-end integration User-centric application model, configured to existing business rules Coding not required Phases of Software Advancement Commodity automation, where competitive differentiation is unimportant Packages function the same for everyone Example: app to locate the nearest store or an automated attendant Most Voice Recognition Apps Are Here Re-usable coding modules Development tools for developers, focused on low-level actions

11 11 Speech-enabled Mobility Strategic Considerations - Vendors © Datamonitor, 2007

12 12 Speech Technology Maturity Leads in Mobility Hype Cycle for CRM Customer Service and Field Service, 2006

13 13 Topical Reading Datamonitor The Future of Speech in Field Services (Market Focus), Dec2006 Adding Speech to Your Mobility Strategy, Feb2007 Aberdeen Group Benchmark report: Mobile Field Services Update, Dec2006* Enterprise Strategies: Mobile Field Services Speaks Up, mid-Feb2007** Integrated Solutions magazine Utility Reduces Clerical Labor Costs 50% with Voice-Enabled Field Solution, May2006* Mobile Enterprise magazine Making the Call: Phone-focused solutions for on-the-job efficiency, Feb2007* Making the Call: How speech recognition technologies are streamlining worker productivity, Dec2005 Energy Central Got Voice? Mobile Systems Still Hot and a Place for Innovation, Causey Snapshot, Apr2006 Datamonitor The Future of Speech in Field Services (Market Focus), Dec2006 Adding Speech to Your Mobility Strategy, Feb2007 Aberdeen Group Benchmark report: Mobile Field Services Update, Dec2006* Enterprise Strategies: Mobile Field Services Speaks Up, mid-Feb2007** Integrated Solutions magazine Utility Reduces Clerical Labor Costs 50% with Voice-Enabled Field Solution, May2006* Mobile Enterprise magazine Making the Call: Phone-focused solutions for on-the-job efficiency, Feb2007* Making the Call: How speech recognition technologies are streamlining worker productivity, Dec2005 Energy Central Got Voice? Mobile Systems Still Hot and a Place for Innovation, Causey Snapshot, Apr2006 * Features case study on Datria customer Energy South (Mobile Gas) ** Features case study on Datria customers Energy South (Mobile Gas) and Johnson Controls

14 14 Datria DNA Worlds leading supplier of packaged self-service, voice-enabled applications for field service management 10 years of speech and GPS solutions Originally: wearable solutions for defense industry Now: thin-client network apps leveraging industry-standards Configurable packages for enterprise mobility (lower TCO) Holder of four US patents Speech recognition using location data & optional digital sensors to collect data Speech controlled forms for spatial and relational databases Ecosystem of 70+ customers Breadth of Partnerships Enterprise applications, media platforms, solution integrators Deloitte Technology Fast 50 last three years running Worlds leading supplier of packaged self-service, voice-enabled applications for field service management 10 years of speech and GPS solutions Originally: wearable solutions for defense industry Now: thin-client network apps leveraging industry-standards Configurable packages for enterprise mobility (lower TCO) Holder of four US patents Speech recognition using location data & optional digital sensors to collect data Speech controlled forms for spatial and relational databases Ecosystem of 70+ customers Breadth of Partnerships Enterprise applications, media platforms, solution integrators Deloitte Technology Fast 50 last three years running

15 Q&A For More Information: www.datria.comwww.datria.com Doug Brown VP, Product Management Datria Systems doug.brown@datria.com 303-728-1329 For More Information: www.datria.comwww.datria.com Doug Brown VP, Product Management Datria Systems doug.brown@datria.com 303-728-1329 Giving away Datamonitor report


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