TSLAB

Agenda

Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusions Video

The Virtual Receptionist

Agenda

The product Background Goals Achievements Frame work

The product

A proof of concept A web based system which allows people

to contact other people based uponWillingnessAvailabilityPreferences.

Background

The need at KTH/ICT Lab

Project Goals

Technical goals Non Technical goals

Achievements

Project Framework

Pre study Requirement gathering and specification System design Implementation Testing Market analysis

Agenda

Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Technical implementation

Software development process Tools and technologies Software architecture Development strategy Testing and deployment

Development process

Waterfall model Pre-study Software Requirements Specification Story boards Data model Functional Specification

Tools and technologies

Java Platform Java + JavaServer Pages (JSP)

Apache Tomcat + MySQL DBMS SIP Express Router (SER) + rtpproxy +

MySQL + PHP

NetBeans, DBDesigner4, SubVersion

Software architecture

Model 1 MVC / Model 2

Development strategy

Presentation Layer Business Logic Layer Data Access Layer

Testing and deployment

Unit testing Integration testing Web Application aRchive (WAR)

Agenda

Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Agenda

Introduction and background Technical Implementation Demonstration Suggestions for future work Market analysis Conclusion Video

Suggestions for future work

SMS MMS Video call Remote opening of door Integrated sip client Scheduling and calendar User Interface Admin interface Totally sip based solution Stand alone application

Communication channels

Addition of new communication channels like SMS, MMS, voice with video.

SMS – Instant readability and reachability MMS – Voice with video – Needs a webcam but

makes chats interesting. Camera at entrance kiosks and remotely

controlled doors.

Scheduling and calendar

More enhancement to the current basic calendar function.

Current status based on calendar. Create plug-ins for handling external

calendar concepts like Microsoft Outlook and Exchange.

An integrated SIP client

Embedded Java SIP-client in the web pages.

Easier to make voice calls as no need to install and activate an external SIP client application.

Stand-alone application

The kiosk could have a stand-alone application for the kiosk instead of a web interface solution.

Will make it user friendly. Standardized look with all services

integrated.

Totally SIP based solution

A totally new solution using presence and instant messaging functions of SIP.

Use functions like presence, location, call state, willingness, preferred medium, caller and callee preferences, call forking, etc.

User Interface and Admin Interface

A user interface design in collaboration with user requirements.

Addition of a GUI Admin Interface to add/remove communication channels, users, update default preferences

Agenda

Introduction Solution and goals System overview Demo Market analysis Conclusion Questions

Market analysis

Making the picture of the market for the Virtual

Receptionist in Sweden clearer: Select the most attractive customer segment

Identify various customer requirements

Competing solutions

Creates the greatest benefits for assisting physical visitors The conventional receptionist is the most common solution The Virtual Receptionist can perform similar tasks

The competing solutions Outsourcing the reception Entry phone systems

The market segmentation

Performing segmentation at two levels: Strategic segments Potential customer segments

Strategic segments: Facility service segment Access control segment

The analyse model

Strengths and weaknesses of The Virtual Receptionist

SWOT analysis of the access control segment

SWOT analysis of the facility service segment

Opportunities and threats for the virtual receptionist

The result

Opportunities: Reduce the costs for the reception area Serve smaller and medium sized businesses that can’t afford a

manned reception

Threat The competitors that are developing and marketing entry phone

systems The Virtual Receptionist can however compete by using its

strength

Three potential customer segments

Home care: Identified by TSLab Expanding and is looking for IT solutions The concept of Virtual Receptionist in its present design is not

meeting their needs

Offices Large Small

Small Offices Companies with less then 50 employees 99 % of the companies in Sweden (Statistics Sweden, 2001) Not investing much money on reception services Tough competition from entry phone suppliers

Large Offices Making biggest investments in the reception and other facility services Looking for different solutions to make the facility services more cost effective Already is a development, with the self-registration terminal, to unload the

receptionist Doesn’t have to replace the reception completely

Three potential customer segments

Three potential customer segments

Health centres Investigated by interviewing two persons working with facility

services within Locum AB’s Community Healthcare area. Properties without a reception in the entrance Hard for the patients to find the way to right surgery Can help release the pressure when there is a reception

Health centres - The most attractive segment: Can use its major strengths to serve the customers’ needs No competing solutions are at present available

Recommendations

Product requirements for health centres: Functions were the patients can register themselves and see the

status of their appointment Design of the terminal

Establishing the Virtual Receptionist for the health centres can take time: Therefore recommended to collaborate with Locum by adjusting

the Virtual Receptionist to Locums needs and installing a prototype for testing and evaluation at Locums operation.