d105: speech drives crm speechtek 2007 voice crm at generali group – europes leading insurance...
TRANSCRIPT
D105: Speech Drives CRM SpeechTEK 2007
Voice CRM at Generali Group – Europes leading Insurance Company
Christian J. [email protected]
Agenda – VoiceCRM at Generali Group
Introduction
Motivation and Objectives
Project
Results and Lessons Learned
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
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.
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?
Motivation and Objectives
Fast implementation of an accepted speech portalSeamless integration in existing infrastructure
Best-of-breed access control for the voice channel
Motivation • Cost 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
Integration with hosted infrastructure
SIP-Gateway Media-Gateway(VoiceXML)
Application Server(Phone App Mgmt)
SOA (CRM data)
Q.SIG(Leased Line)
SIP VoiceXML https …
HiPath
TC-Integration IT-Integration
Media-Gateway Genesys VGPASR / TTS IBM Websphere VoicePhone App Mgmt VoiceObjects 7
ASRTTS
SOAP/XML(VPN)
Siemens Highpath
ASR / TTS Server
MRCP Proxy
Postgres DB
SIP Proxy /Cluster Management Proxy
SIP
MRCP
MRCP
VXMLCCXML
SQL
Business Objects
Voice Objects DesktopAdministration
Reports via Browser
b) QSIG
c) SIP
LB
LB
PSTN
VoiceObjects 7 Server
Backup Systemstreamer
streamer
Storage
LB
Fir
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ter (C
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a) ISDNdtms EWSD
Middleware extern
Tomcat ApplicationServer
Middleware
XML
SQL GRXML
Genesys Mediaplatform
LB
LB
ISDN - SIP gateways
LB Load Balancing
Http via VPN
Http via VPN
Http via VPN
Integration with hosted infrastructure
Project – application
SV-Protection
Auto Attendant(agent)
CRM-data(self-service)
eMail response
Roll-out-acceptance
CSO commitment
Marketing material
Kick-off event
Roadshow: introduction / motivation
Monitoring of mass adoption
Call Volume after Launch (January 2007)
Number of calls after launch
Jan Feb Mar Apr May Jun Jul
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
Any questions?
D+S solutions GmbHIm Mediapark 6AD-50670 CologneGermany
Christian Pereira, Managing Director