Helping Service Providers to Empower, Engage, Excite

1© COPYRIGHT 2017 DIALOGIC CORPORATION. ALL RIGHTS RESERVED.
A2I Summit London 2017
Empower Engage Excite

Empower ● Engage ● Excite
 Overview of Market Realities
 New ways to engage with customers
› Omni-channel approach
 Integrating voice, video, messaging and the
web into applications
 Combining AI and RTC to enhance user
experience
 Enabling the Intelligent Internet of Things
with RTC

What Apps Are Most Important?
63%Use
messaging once to several
times daily!
22%make a
phone call more than once a
day
45%rarely if
ever use voice messaging!
Source: Ovum – Digital Consumer Insights of Disruptive Communications
Realizing the Enterprise Messaging Opportunity

How Contact Centers Are Engaging Customers
Source: Ovum’s CRM Outsourcing Business Trends 2016 survey.
Note: N=200. Countries: US, Canada, UK, France, Germany, Spain,
Australia
Voice and Email
dominate
If a channel is still supported,
Maximize its potential!
Fax is still important!

Adopting an Omni-Channel Approach
SNS, Email, SMS
are on the rise in over half of the enterprises
polled
A2P messaging opportunity
• Marketing campaigns/promotions
• Appointment reminders/confirmations
• Authorization/PIN codes
In what verticals are the increases being seen
the most?...
• Telecoms
• Government
• Travel
• Hospitality

Challenges…
The Revenue Challenge for the Mobile Operator
 High-end mobile users nearing saturation for mobile internet spend
 M2M connectivity accounts for a relatively low proportion of the overall revenue
- GSMA
What will fill the gap?
 Converged services –
fixed-mobile-wholesale
 Focus on user experience
 Grow loyalty and lock-in
 Organic development and
partnerships
 Platforms to support differentiated
services
 Voice/video/OTT based services
 Vertical specific customization

…And Opportunities
 Expand ways for customers to
communicate, engage, and interact
 Make delivering services profitable
 Make service velocity paramount
 Increase usability of existing
applications
Empower Engage Excite!

Expand Ways for Enterprises to Engage Customers
Voice ● Video ● Web ● Messaging
IVR informs customer that a
text message with link will
be sent to start on-demand
Visual IVR session
2
Customer initiates a
VIVR session and
requests recent
transactions
3
Transactions are
displayed on Visual
IVR app through
integration with
enterprise’s database
Options are displayed
for customer with
ability to identify
suspicious charges
4
Customer opts to
suspend card and
requests a live agent
5
Call is made to live
agent with all of
customer’s contextual
information and
selections
6
Live agent assists and finishes up
transaction in less time resolving
customer problem on the first
interaction without them having to
make multiple calls
7
Automated outbound
messaging with VIVR
capabilities provides
immediate feedback
and NPS
8
Customer calls into
contact center
reporting suspicious
transaction
1
Automation
Context
Relevance

Omni-channel Engagement of Customers
71% of consumers want the ability to solve
most customer service issues on their own
- 2016 Aspect Consumer Experience Index
of smartphone users download less than 2 apps per
month (49% don’t download anything!)
- 2016 Mobile App Report
Smartphone Real Estate for Apps is Scarce
62%
Number of times per day, people in the UK
check their mobile phones – 1.1 Billion
- Deloitte Mobile Consumer survey

Make Customer Engagement Visual
Old Way New Way

Enhancing Traditional IVRs with On-demand VIVR
Map out web page
flows
1
2 Identify additional
voice prompts
3
Build html5 web
pages
Open source Ionic provides either APIs
or creator for building apps
4 Integrate and synchronize web page call
flows into IVR call flows
5 Start engaging customers
Customer
Database
Integrate with
3rd party
platforms
Agent
activity
info

Visual IVR – On-Demand Mobile App
VIVR Customer Benefits
 Improved user experience
› Fast and easy navigation
› Lower consumer frustration
› Entering text expands and accelerates
interaction
 No special app required
› Saves smartphone storage
› No app upgrades
› Resides in the cloud
VIVR Enterprise Benefits
 Improve First Call Resolution
 Improve Customer Care OPEX
› Reduce number of agent transfers
› Lower Call Hold Time
› Reduce telecom expenses
 Integrate and optimize
› Build on existing IVR platforms
› Create new flows designed to reduce call duration
 Seamlessly transition calls with context to
contact center agents
› Retrieve and present customer activity to agent for
faster problem resolution

Communication Apps
Auto Attendant
1
2
3
Island Tours
…
Call stats
70 – 95%
Of all firms are microenterprises -
OECD

Communication Apps
Auto Attendant
 Give businesses a professional
presence
 Tie together several mobile
numbers
 Front end with toll free or vanity
DID
 Greet customers with a menu of
services and contacts
 Voice mailbox notifies when
customer leaves message
 Download call history for analytics
for campaigns and promotional
outreach
1
2
3
Island Tours
…
Call stats
70 – 95%
Of all firms are microenterprises -
OECD

Communication Apps
On-demand Voicemail
 Make it on-demand
› Voice mail boxes instantiated when needed
Access anywhere on any device
 Make it visual
› Message list, transcriptions
› Desktop, mobile app, and visual voicemail portal
 Make it cost effective
› Shared resources reduces service delivery costs
› Replace costly legacy silo applications
› Increase customer self-service
 Integrate it
› Existing communications services
› Modern device clients
› Analytics
45% of communications
users rarely if at all use
voice messaging
-Ovum Digital Insights
“Telecoms will not be able to achieve rapid growth without
upgrading their network infrastructures”
- Deloitte 2017 Telecommunications Industry Outlook

Communication Apps
Integration with Analytics

Communication Apps
Integration with Analytics
Customer care
specialists are provided
list of transactions with
low sentiment score for
follow up
6
Customers is texted proactively
due to poor sentiment score
5
Customer calls into
auto attendant or IVR
and is not able to solve
problem
1
Customer gets follow up call or
specific information on resolving
their issue
7
Auto AttendantAuto attendant/IVR
option is to leave
voice message
2
Customer leaves
voicemail expressing
displeasure
3
IBM Voice
Gateway
Voicemails are
analyzed by AI
sentiment analysis
and flagged for follow
up if necessary
4
Tone
Analyzer
Emotional
Social
Language

Communications Apps
Mobile Engagement
19%of customers defect due to
unresolved customer care calls -
SQM

Communications Apps
Mobile Engagement
 RTC helps automate omnichannel customer
engagement campaigns
› Proactive customer notification
› Multiple channels, multiple devices for immediate
engagement
› Analytics driven “FCR Hit List” for proactive
notification
Multiple Use Cases
Up-sell additional services
Promotions
Order confirmation
Notices when services are available or problem resolved
Appointment reminders

Video Conferencing Integration with IBM Voice Gateway and
Watson Analytics
 Interface between conferencing app and
AI services
› SIP/RTP, MQTT, REST
 Free conferencing application
› Participants pushed ad for first ten minutes
of conference
› Ad selection based on intents/entities
detected by IBM Watson
› Contextual ads pushed to the participants
by a “Conference Valet”
IBM Voice
Gateway
RTPSIP MQTT
Retrieve and Rank
Conversation
Tone Analyzer
Speech to Text
IBM Watson Services
REST
Ad server
1
2
3
4
5
6
Discovery
7

Integrating RTC with AI
 Integrating AI with RTC applications
Keyword analysis for
customer satisfaction
 Analysis of keywords to
determine customer sentiment
Sentiment analysis for
customer scoring and
qualification
 Qualifying a customer via auto
scoring
 Website analytics, online
activity, calls, messages to
predict customer readiness
Automated language
selection
AI

Adding Intelligence to the Customer Journey
1
2
3
4
5
6
7
Improve call
handling times
Improve FCR

Real-Time Communications and the Internet of Things
 Adding intelligence to your front door
› Integrate real-time video with doorbell
application
› Media server broadcasts video to family
members either local or remote
› Seamless remote interaction between family
member and visitor
69% of consumers will own an
in-home IoT device by 2019
-Accenture Interactive
The Smart Household will
average 8.7 devices by 2021
-Ovum
500 smart devices by 2022
-Gartner

 Adding intelligence to your front door
› Integrate real-time video with doorbell
application
› Media server broadcasts video to family
members either local or remote
› Seamless remote interaction between family
member and visitor
 Deliver differentiated value added services
› High-end video
› Recording
› Speech detection

 Voice enabling connected devices
› Elevators
› Cars
› Security
 Voice gateway application converges RTC
and IoT/M2M
IoT Operations
Center
SIP/RTC
RTC
SBC
SIP/RTC
HSS
Mobile
Core
MQTT
CoAP

3 ways to application deployment
Customer develops
app using Dialogic®
Enabling Elements
Media Server
Signaling
Boards
Dialogic® Application
Practice creates
Customized
Applications
White labeled App
Library available
from Dialogic®
Dialogic® PowerVille™
Applications
Application
deployment
options
Real-Time
Communications
SIP / RTP / HTTP
Load Balancer
(if required)
Communications
applications deployed
into Cloud, Mobile,
IMS, NGN, Enterprise
Environments
 3rd Party Management and Orchestration (MANO)
 Virtualization Layer
 Hardware Resources
Cloud/NFV
PowerArchitecture
Dialogic®
PowerNova™
AS
Dialogic®
PowerNova™
SCE
Empower, Engage & Excite Customers
Dialogic Application Delivery Options

Dialogic is a registered trademark of Dialogic Corporation and all companies controlling,
controlled by, or under common control with Dialogic Corporation. (“Dialogic”).
The names of actual companies and products mentioned herein are the trademarks of their
respective owners.
01/17
Thank You

Helping Service Providers to Empower, Engage, Excite

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