IP Telephony Contact Centers Mobility Services

ScanSoft SpeechAttendant
Convenient, professional, speech-driven access to people and information from any phone, anytime
Solution Overview
The ScanSoft SpeechAttendant solution delivers professional, consistent call routing as well as access to corporate information, such as directions and office hours, 24 hours/day, 7 days/week. The solution helps enhance productivity and customer satisfaction by allowing internal or external callers to simply speak the name of a person or department they are trying to reach. Callers no longer need to memorize phone extensions or use cumbersome dial-by-name directories after hours. The combination of the extensive phonetic dictionary, OpenSpeech Recognizer (OSR), and the use of natural language allows for very high recognition rates and optimal caller experiences. The application is ideal for mid-sized businesses, supporting from four to sixteen ports, and directories from 500 - 10,000 entries. This turnkey solution includes all of the necessary hardware, software, and implementation and maintenance services. As a packaged application, SpeechAttendant can be easily and rapidly deployed within a matter of days.

FACT SHEET

Key Features
External-facing Speech Name Dialing External callers are able to quickly and efficiently call any associate through a single number by following short simple prompts and saying the name of the person that they wish to reach. Internal-facing Speech Name Dialing Employees can reach one another through a simple speech interface, by just saying the name of the person they wish to reach. Dynamic Call Routing SpeechAttendant can be used to route callers to appropriate paths for departments, special mailboxes, prompts, etc. Full-featured GUI Administration Phone Directory Menus Nicknames template Recordings Corporate LDAP Interoperability SpeechAttendant leverages corporate Lightweight Directory Access Protocol (LDAP) structures to deliver up to date directory name dialing. Synchronization can be done manually and/or automatically at specified frequency. Reports Troubleshooting tools (call analyzer, monitor, directory assistant)

Benefits

Increased customer satisfaction through convenient speech-driven access to people and information. Eliminates cumbersome directory searches. Lowered operational costs by reducing requirements for live operators, during business and non-business hours.

Improved employee productivity, through reduction of directory look-ups. Lowered operational costs by reducing requirements for live operators.

Calls can be more accurately routed based on caller need. Enhances after-hours caller experience and reduces operator queuing.

Simple and straightforward management of the application, including menu and prompt adjustment, name tuning, and monitoring tools.

Standard directory interfacing allows a business to keep its application accurate without complicating administration.

Technical Specifications
SpeechAttendant is compatible with several PBX types through Digital Set Emulation or Analog telephony cards. The solution employs an industry-standard server running Windows 2000 with detailed specifications listed below.

Site Requirements
AC Power, 15 A / 120 V, 60 Hz; 1-5 outlets located within 3 ft. of system 50 to 75 degrees Fahrenheit 20% to 80% non-condensing humidity A network jack and cable for local area network (LAN) connection Telephone connection to local telephone system, located near SpeechAttendant computer Modem line for remote connection It is recommended that SpeechAttendant is located in a quiet environment for recording purposes.

Telephony Compatibility
Avaya DEFINITY G3 or above including Communication Manager (8434 DX Set); Mitel SX-200/SX-2000 (Superset 420/430); NEC 2000/2400 (DTerm 3 Set); Nortel M-1, Succession 1000 (2616 set).

Telephony Card Configurations

Intel Dialogic Analog and Digital Set Emulation models.

Server Hardware Model Requirements

Dell PowerEdge 2600/2650, Dual processor, 1 - 2GB RAM, Intel Xeon 1.0Ghz min, 512 Kb Cache min, hard disk 36 GB min.

Network Requirements
Telephony Adapter LAN Connection required for the following: Statistics (log files) transmittal to ScanSoft ScanSoft FTP server access A server cluster Corporate directory interface option SpeechAttendant computer includes a PCI Ethernet card with one RJ-45 (100BaseT) jack.

Software Requirements
Symantec PcAnywhere, current release; Ghost License, Acrobat Reader version 5.0 or higher; Windows 2000 Professional; For redundant configurations (Windows 2000 Server, MS-SQL 2000 Server Standard Edition, 5 CALs); Speechify TTS; Speechworks OSR, Dialogic, Perl, Apache, MSDE-SQL, Java JRE, Win2k SP.

Learn More
For more information contact your Avaya Client Executive or Authorized BusinessPartner, or visit avaya.com.

About Avaya
Avaya enables businesses to achieve superior results by designing, building and managing their communications infrastructure and solutions. For over one million businesses worldwide, including more than 90 percent of the FORTUNE 500, Avayas embedded solutions help businesses enhance value, improve productivity and create competitive advantage by allowing people to be more productive and create more intelligent processes that satisfy customers. For businesses large and small, Avaya is a world leader in secure, reliable IP telephony systems, communications applications and full life-cycle services. Driving the convergence of embedded voice and data communications with business applications, Avaya is distinguished by its combination of comprehensive, world-class products and services. Avaya helps customers across the globe leverage existing and new networks to achieve superior business results.

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