Umanify

the new face for customer digital interaction a 360 degree

approach

The

world

is

changing, technology

is

changing, customer

interaction

is

evolving

people&technology =

emotions&interactions

People

are changing

People

are:

•

finding

there

is

too much

information

to

cope

with

(including too many

choices

in products

and

services)

•

moving

up Maslow’s

hierarchy

of

needs

toward

fulfillment and

meaning

as they

look

for

deeper

connections

in their

everyday

experience

•

more actively

and

more conciously

participating

in the design

of

products

and

services

–

they

are co-producing

•

finding

that

interactions

with

technology

are complex

and superficial, not

user

friendly, unnatural, not

human

Source: McKinsey

and

own

Technology

is

changing

Towards

a real time user

centered

technology:

• Direct• Real time• User friendly• Multidevice• Multi language• Unified and aligned• Intelligent&Assistive• Collaborative

Customer is no longer a mere spectator,customer wants to interact

Umanify

vision: People

first, then

technology. Innovation

always.

•

Interact

in real time, naturally

talk, see

and

listen.

•

Automated

They

should

help

us

achieve

more by doing

less.

•

Individualized

Access to

Information

It

allows

us

to

obtain

the

information

that

most

interests

us at

the

right

moment

in a direct

way.

•

Collaborative

Facilitate

communication

and

collaboration

among

people, no matter

their

physical distance.

•

Customizable

That

learns

from

our

interests, preferences

and

habits

to

get

to

know us

in order to

serve

us

better.

Ubiquitous

Almost

“invisible”, so natural that

we

can use it

without

thinking

of

it.

The

world

is

changing, technology

is

changing, customer

interaction

is

evolving

interaction&technology =

humanize&now

Our

360º

technological

approach

to customer

interaction

Internet IP, Video, VoiP

Intelligent

User

Interface

technologies

Natural Language

technologies

Speech

technologies

(TTS/ASR/Voice

ID…)

Gesture, visual recognition

technologies

Multiplatform

application

development

technologiesTraditional

Call

center

technologies

Umanify

adopts

360º

interactions

p2m person

to

machine

me & my

device (phone, pc, mobile…)

m2m machine2machine

my

digital agent

to virtual agents

p2p person

to

person

me & my

agent

The

world

is

changing, technology

is

changing, customer

interaction

is

evolving

people&interface =

natural&intelligent

Rich

User

Experience: The

key

to

the

new channels

Our silver bullet is the interface!

You

can have

innovative

engines

for

natural language, ASR, TTS, etc…. and

join

all

of

them

in a powerful

contact

center

solution

for

new

channels

like

mobile, iTV, ATMs, etc. but… all

of

this

will

fail

if

you

don’t

have

the

right

user INTERFACE

Rich

User

Experience: The

key to

the

new

channels

Our silver bullet

is the multimodal interface!

“A multimodal user interface will be required,

as users will expect to use a blend of speech and

graphical interface in every kind of device or channel”Source: Gartner

New

user

experience, much

richer

on interactivity: Umanify

introduces the

IDA

Umanify’s

innovative

intelligent

user

inteface

combines photorealistic

and

dynamic digital persons

speak

more than

20 languages

and

interact

directly

with

the

users

in real time and

in natural language, eliminating

the

barriers

to

information and

services

access.

We

have

created

a new

user

experience, much

richer

on

interactivity:

the

IDA, Interactive

Digital Assistant

For

all

digital channels, like

mobile

phones

or

web

applications

and

in sectors

like customer

service

(auto service, contact

center, helpdesk, etc.), citizen

help, e-

commerce, e-learning, e-banking, home

automation, etc, an

IDA assists

in an effective

and

continuous

way

to

your

customers, cutting

down

on

costs

since

the

first

day, increasing

customers

loyalty, increasing

their

satisfaction

and

improving your

business

image.

IDA gives

you

one

intelligent

multimodal

user interface

for

all

channels

IDA: Interactive

digital assistant

IDA: innovative

technologies

that

merge

in one

new

multimodal

interface

Our

technology

allows

the

creation

and

development

of

Interactive

Digital Assistants

(IDAs)

capable

of

helping

in a direct

and

easy

way

through

natural language

and

speech

technologies, allowing

people

to

interact

with

the

IDA using

a multimodal

interface.

These

assistants

have

a physically

realistic

human aspect, with

emotional

expressions

and

facial gestures

based

on

human anatomic

models. Umanify’s

facial animation

technology

is

an

unique

and

innovative

technology

developed

in our

R&D

lab.

The

IDAs

physical

aspect

and

user

interface

look&feel

are completely

customizable

and

adjustable

to

any

style. We

only

need

a picture

or

3D/2D drawing

of

the

character

and

our

animation

engine

will

do the

rest.

Our

digital agents

are capable

of

creating

a new

user

experience, much

richer

in natural and

direct

interactivity: Talk, listen, gesticulate

with

your

hands

and

the

IDA will

look

after

you,

answer

and

serve

at

all

times thanks

to

its

assistive

technology.

Our

message: One

personalized

solution

for every

customer

Choose

your

IDA look&feel, language, voice

and

content. It’s

that

easy.

Umanify

will

take

care

of

the

rest

for

you.

Umanify

IDA unified

interface

is homogenous

across

channels…

The

world

is

changing, technology

is

changing, customer

interaction

is

evolving

business&technology =

customer&satisfaction

To

be successful

in customer

interaction solutions

we

need

to

work

from

a 360º

perspective

simultaneously…

business, technology

and

user

experience

Business

- value

-

reach

- analytics

-

differentiation

Technology

-

efficiency/productivity

-

robustness

-

standarization/reuse

-

scalability

-

reliability

- on-demand

-

real time

Experience

-

usability

-

responsiveness

-

flexibility

/ customization

/ uniqueness

-

transparency

-

enjoyment

- satisfaction

How Umanify

can benefit

traditional

contact center

solution

customers: inmediate

ROI

• Provides

a way

to

new

client

interaction

channels: mobile, web, atm, ikioscs, iTV, etc

•

It

can be installed

seamlesly

inside

current

technological

platforms

as a complementary

software component

•

Actual customers

can see

a new

opportunity

to

improve

their

customer

relations

without

collision

with

past

tech

investments

or

if

needed

it

can even

replace

traditionals

IVRs

•

Call&Contact

Center

revenue

in near

future

is

going

flat

and

down

so Umanify

provide

new

added

values

and

new

opportunities

for

upselling

in your

customer

base

• Also

Umanify

will

open

new

customers

where

you

are not

the

CC supplier

•

Umanify

is

on

the

top

of

end

customer

relationship

with

companies

so you

will

open

as key

technology

supplier

new

relationships

on

top

of

organization

allowing

top

executive

and

management

access

in business

areas.

•

End

customer

satisfaction

in actual Call&Contact

Center

relationship

is

really

bad, Umanify

provides

a new

user

experience

where

we

can provide

what

the

customer

wishes.

e-government e-citizene-care

Outsources

Services

TelecomBanks Insurances

Umanify

Distribution

Press-Media

Umanify

covers

actual & emerging

sectors

Car, Home Automation

Umanify

consolidate all

interactions, business rules, knowledgebases, workflow, integrations and analytics in one platform, enabling a "joined up" customer service experience across new digital interaction channels by ensuring consistency and context retention across channels, while curbing customer service costs and total cost of ownership

Cooperation. Coopete. Coogrow.

win/win always WIN

At

Umanify

we

know that

in this

new

globalized

environment, no business, no matter

its

size,

can satisfy

each

and

every

aspect

of

their

clients

needs.

This

is

why

here

at

Umanify

we

give

strategic

importance

to

the

synergy

that

alliances

between

companies

provide.

When

a new

opportunity

of

creating

a solution

for

the

client

is

presented

that

exceeds

our

knowledge

and

expertise, we

immediately

establish

cooperation

with

third

parties

that

complement

us, contribute

value, knowledge

and

the

necessary

experience.

We

establish

solid, efficient

and

transparent

cooperation

for

the

end

user

with

a win/win

philosophy

that

makes

the

success

of

projects

possible.

Our

alliances

are the

key

to

the

success

of

our

business, our

partners

and

our

clients.

Our

commitment

is

to

continually

increase

collaboration

with

businesses

and

organizations

that

share

our

same

principles

of

complementarity, synergy

and

win/win

strategy.

Types

of

cooperation

currently

developed: System

integrators, Mobile

and

Web

developers, Technological

partners, Highly

specialized

vertical specialists

See

our

IDAs

in action!

Umanify – we make it “uman”

Web ADI Demohttp://82.98.144.151/ADI_ICEX_WEB_SPEECHTEK2010/ADI_ICEX_WEB_SPEECHTEK2010.html

Mobile ADI Demohttp://82.98.144.151/ADI_ICEX_IPHONE_SPEECHTEK2010/ADI_ICEX_IPHONE_SPEECHTEK2010.html

Contact

with

us!

Umanify – we make it “uman”

Fran Martin B. - fmartin@umanify.comMobile: +34 647 39 37 52 Skype: fmartinb_umanify

Office + 34 93 492 27 00 Fax + 34 93 228 78 99Diagonal 640, Planta 6 - 08017 Barcelona – Spainweb: http://www.umanify.com