1. D105: Speech Drives CRM SpeechTEK 2007 Voice CRM at Generali Group – Europes leading Insurance Company Christian J. Pereira c.pereira@dssolutions.de

2. Agenda – VoiceCRM at Generali Group Introduction Motivation and Objectives Project Results and Lessons Learned

3. D+S solutions develops and operates speech automation solutions Hosting on „Best-of-breed“ infrastructure – Leading VoiceXML-Interpreter – Leading Speech Recognition and TTS – Phone Application Management Award winning Hosting (Hosted / Managed Service) Award winning application development Sector specific products (Voice Portal Suite) International Best Practice Award

4. Generali Group (Volksfürsorge) Generali Group, founded in 1831 in Trieste, is one of the most significant participants in the global insurance and financial products market. Generali is now present in 40 Countries, with significant market shares in Germany, France, Austria, Spain, Switzerland as well as Israel. Employees of the insurance sales force are mostly independent and part time workers who sometimes are bound to a single organization but very often represent a set of insurance companies depending on the type of service. The sales force is crucial for company’s success but due to the independent status of the partners there are limited options for centralized IT-solutions.

5. The starting point – from IT implementation to usage Generali invested in an innovative CRM infrastructure already (SOA architecture / IBM). This infrastructure was opened for browser access but most sales representatives just called the service center to get their individual customer data and sales quota information. This process occupied agents and still led to the high costs of a media gap.  Can the self-service process be extended to the telephony channel?  Will this channel be accepted in a B2E environment?  Can this experience lead to an additional B2C self service channel?

6. Motivation and Objectives Fast implementation of an accepted speech portal Seamless integration in existing infrastructure Best-of-breed access control for the voice channel MotivationCost reduction and leverage of the CRM investment Case study for multi-channel self-service Objectives Cost reduction within 6 month after project‘s start ROI within 15 month Customer satisfaction (sales force) Use of existing ITC infrastructure Data protection / data security

7. Integration with hosted infrastructure SIP-Gateway Media-Gateway (VoiceXML) Application Server (Phone App Mgmt) SOA (CRM data) Q.SIG (Leased Line) SIP VoiceXMLhttps … HiPath TC-Integration IT-Integration Media-GatewayGenesys VGP ASR / TTSIBM Websphere Voice Phone App MgmtVoiceObjects 7 ASR TTS SOAP/XML (VPN)

8. Integration with hosted infrastructure

9. Project – application SV-ProtectionAuto Attendant (agent) CRM-data (self-service) eMail response

10. Roll-out-acceptance CSO commitment Marketing material Kick-off event Roadshow: introduction / motivation Monitoring of mass adoption

11. Call Volume after Launch (January 2007)

12. Results and experiences project in time / in budget Hosting integrated fast and seamlessly Technology problems solved Development and integration Marketing support and road show supported success Pilot helped to solve initial problems Roll-out 69% choose self-service Channel mix is highly accepted Biometry is accepted but … Cost reductions and improved SOA- implementation ROI Acceptance and ROI Improve reporting (CDR) More functionality on B2E Extension to B2C Next steps

13. Any questions? D+S solutions GmbH Im Mediapark 6A D-50670 Cologne Germany Christian Pereira, Managing Director c.pereira@dssolutions.de www.dssolutions.de