Source: Interactive Media

Since the beginning, Interactive edia has worked jointly with its Clients toreflect their requirements in the software platform to enrich product features and specifications. This has led to a long-term relationship with Telco Providers, Enterprise Organizations and Operators of major Contact Centers which rely on us for the most critical customer facing functions (call center, interactive and proactive services). The two-way relationship with these organizations has made Interactive Media a reliable partner for customer service automation. We have also been competing and winning contracts against big vendors thanks to our speed and reliability in deployment and delivery.

Clients choose IM when they need to manage high volumes of interactions and/or mission critical services on voice/video/web. For example, Telecom Italia uses IM Network IVR systems to manage 1B+ of IVR/speech interactions/year. The Emergency Management Agency uses our Notification system and the Social Security Agency uses our NLU powered services to collect medical certificate information by phone.

Our main experience in the Telco market includes supply of Network IVR and Voice/Video Portals, IMS platforms for IPCC, Videogateway and Operations Support Systems in Telecom Italia, Telecom Personal Argentina and other network carriers and telecom operators.

Source: Interactive Media

For the Enterprise market, IM deployed several applications using NLU technology in Contact Centers like INPS and the Ministry of the Environment, as well as in voice self-service systems for public and private organizations. Outbound notification and automated attendant systems have been delivered to HealthCare, Disaster Relief, Utility clients.

1. Verbal ordering (with recording)
2. Outbound carrier pre-selection management
3. Value added services enable/disable:
   a. Lost calls, recall on busy,…
   b. SMS on landline, call transfer,…
   c. Wake-up call, voice mail, taxi, clock,…
4. Pricing management according to customer profile and current offers
5. Management of IP TV channel packages on ADSL line
6. Administration info retrieval and payment info communication

The Solution includes speech technologies supplied by Loquendo, CTI connector for Genesys, middle office interface to Siebel.

• High performance operational environment
• Switched and packet network access on 2000+ ports
• Multimedia services: audio, video, fax, messaging, conferencing
• Avatar integration for video self service
• Traffic volume 40M+ calls/year

Once upon a time we had the answering machine to keep track of unanswered calls. Then, carriers developed voice mail systems. Later on we got mobile phones and our capacity to be reached extended considerably. Maybe too much.

Nevertheless, sometimes our mobile phones are not reachable and mobile carriers worry a lot about lost traffic [revenues]. IM actually has a solution for this problem: the IM Call Completion Manager (IM.CCM). This is a sophisticated yet simple system which is able to enhance the customer care cycle. Call Completion is a kind of "deferred" interactivity between two parties who cannot talk directly because one party does not answer a call, is busy on another call, is offline or unavailable or actively disconnects the call before answering.

IM.CCM, chosen by Telecom Personal Argentina for the 3G network, supports carrier operations with services like: unanswered call notification, voice/video mail, and contact auto-recovery.

Although more and more people are switching to mobile phones for communication, many others are opting to use prepaid phone cards. For example, people living abroad often use prepaid phone cards to place calls from public or private phones. Prepaid phone cards allow people to purchase cards in advance and use their minutes wherever they are without having to worry about extra charges and hidden fees. Besides mobile phones, prepaid phone cards also work with pay phones.

Telecom Italia San Marino network delivers over 40M calls a year from this type of traffic. They need to manage authentication efficiently and easily, check available credit and route calls to the right destination. These needs are fulfilled by an IM carrier-grade IVVR Solution.

The IM system features Application and Media Servers for 2000+ SIP ports. The required services are developed using IM.SCE (Service Creation Environment) as well as Voice XML. This system is integrated with the carrier's network and billing management systems.

The Italian Emergency Management Agency needs to send messages quickly and on time in the case of specific events or on schedule to alert people and support disaster relief operations.

The IM.NOS Solution for Outbound Notifications allows the Agency to broadcast information to selected destinations through selected/preferred channels based on the occurrence of specific events (such as a failure of a utility network, traffic congestion, severe weather conditions, earthquakes) or following a schedule (notifications, reminders,…).

Messages can be sent through several channels (voice/video calls, SMS/MMS, fax, email) starting from pre-recorded voice, phone records, text synthesis (using multilingual TTS), image/video content; fax messages can be generated from standard MS Office files; MMS, SMS and email can be edited from the IM.MOS web management console (email messages can include attachments).

The Medical Certificates service is an automated speech application that helps doctors in the management of data communication to justify a person's absence from work for health reasons. Certificates must be notified to INPS (the Italian Social Security Agency) according to times and rules stated by law. The application goal is to offer doctors an alternative communication channel to the web and Call Center.

The service allows doctors to login and do the following functions:

• Register a new certificate;
• Update or delete an existing certificate.

Main modules based on Natural Language Understanding are:

• Social security code recognition to authenticate the doctor and the person;
• Diagnosis recognition using a language model based on past and official diagnosis known to the Ministry of Health database (ICD-9);
• Home/residence address recognition (city, ZIP code, street name and number) for all street addresses in Italy.

The Ministry of the Environment has setup a Contact Center to support companies and local authorities which are involved in the special waste management process named SISTRI.

1. Automatic email classification and response
   a. Emails received are managed by IM email response virtual assistants that automatically answer messages; the application has been tested providing correct answers in 80% of occurrences; the remaining 20% of messages which are not recognized correctly are routed to human operators.


2. Virtual assistant voice/chat on the web site
   a. Users can interact with Giulia, a multimodal avatar, thru voice and chat, asking questions about the SISTRI rules; conversation between Giulia and the user is truly multimodal: switching from voice to chat and viceversa at user's will at in any time in the interactive session.


3. Incoming calls welcoming
   a. An automated agent welcomes the call with a friendly and open how-may-I-help-you prompt and either answers user's request or transfers the call to the appropriate human agent.

The system works with a potential user's number of almost 1M people and is sized to serve 10000+ interactions/day (web, voice, email).