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Voice VaultOracle/Voice Secure IDM Day

Mike Matthews

UK Service Desk Product Manager

January 28th 2010

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• Multiple Service Desks in 12 Countries across the World, some Countries with 2 or more desks• More than 11.3 Million contacts handled each year across the Global Organisation• Over 2,500 currently occupied seats across all Service Desks, many more available• Significant capacity to expand in many locations• Circa 1000 Client Estates serviced through our Service Desks Worldwide

Global Organisation

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Introduction

• In today’s world of complex passwords and multiple systems, password resets and locked accounts can account for anything between 5% to 35%* of the workload of a single Service Desk

• Typically it takes between 5 and 10* minutes to have a network or application password reset (multi-line of business) or an account unlocked by ringing the Service Desk

• Also typical is that following a weekend or a public holiday, password resets or instances of accounts locking out, spike significantly, requiring Service Desk Resource managers to take an “all hands to the pump” approach, which often requires ITIL and non operational staff to take calls to stem the flow.

• This spike is often exacerbated by the Service Desk not being available outside core office hours

• Employing human beings to process low level tasks is expensive and due to the nature of their work, attrition rates are always high, necessitating an alternative solution

* Typical Atos Origin engagements

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UK Pilot

UK AO Internal Estate

50 Users – 12 Weeks

Diverse Ethnicity

Diverse Agendas

To Establish

Does it work?

Is it better?

End User Opinion?

Will they use it?

Costs – cheaper?

Is it faster?

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Pilot Results

Responses measured from 1-6 with 6 being best score

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Pilot Solution

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Necessary steps

• Refine Voice Vault engine offering to transform it into an E2E solution• Ground truth• Enrolment• IVR Tweaks – Voice/Delays• Communications• Collateral• Business Case• Product Development• Internal Deployment• Wider deployments – external and internal clients

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Key Messages

A typical telephone call to the Service Desk to

reset a password takes approx 7 minutes

Typically, a Service Desk analyst costs the

business between £20k – £25k pa and attrition

can be as high as 50% pa

Typically, the Service Desk is only open during

core office hours

Heavy call volumes after weekends or public

holidays often leads to high vols of PW resets

Voice Vault is not affected by heavy call

volumes and therefore, “all hands to the pump

Monday” is a thing of the past

Voice Vault is available 24/7 365 from anywhere

in the World, using any type of phone

Voice Vault reduces the need for human

intervention to complete low level tasks,

significantly reducing overheads

Resetting your PW with Voice Vault, takes on

average, 1 minute!!

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Across Multiple Technologies

• Voice Secure/Vault solution works across multiple

technologies inc;

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Real Life Scenario

• Circa 115,000 password resets per year

• Currently costing £8 per call or £920,000 per year

• Lost production to client using an average of 7 mins per

call, amounts to 13,500 hours

• So if we were to deliver Voice Secure/Vault E2E solution

to our client;

• If the cost per contact of Voice secure /Vault was £5** per

call, this would equate to £575,000 pa

• 4 Months ROI!!

• Client downtime reduced to circa 2000 hours, ie reduction

of 11,500 hours pa!!**Figure for illustrative purposes only, not indicative costs

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Opportunities – Next Steps

• E2E PWR solution Deployment to Internal Atos Origin UK, 5,500 end users, already commenced

• Significant UK Deployments anticipated to:• Major UK Public Sector Healthcare Organisation• 2 UK based, International Corporate/Investment Banks• 2 large UK Government Agencies• Major UK Public Infrastructure organisation

• Voice Secure/Vault solution adopted as standard Password reset tool for Atos Origin UK once deployed to AOUK

• Global Rollout Planning in progress on Atos Origin UK model

• Product Development roadmap to include diversification of Voice Secure solution into other areas such as HR system, Caller ID verification before end users can request support from Service Desk

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Questions?