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VoiceXML Solutions & Tools
A Vendor Perspective for NMS Developers
Kristen Axline, Director of Business Development, Edify
David Asher, Director of Product Marketing, NMS
Slide 2
Agenda
VoiceXML Overview — Edify Customer benefits Developer benefits Industry benefits
A smooth transition to VoiceXML — NMS VoiceXML Tools and Applications — Edify
Slide 3
Why VoiceXML Matters
Voice has always been an extension of the enterprise application and data infrastructure
Voice self-service replicates information and transaction functionality from environments such as Siebel and SAP
Proprietary technology is an obstacle to evolution Restricts knowledge base (tools, training and technique
don’t cross vendor lines) Thwarts “best-in-class” multi-vendor approach to
solutions Development standards promote evolution
Nurtures breadth and depth in skills that are reusable and transferable
Supports robust “mix-and-match” solutions with most precise fit-to-purpose
Y O U S P E A K. W E D E L I V E R.
Slide 4
Customer Benefits of VoiceXMLThe Enterprise Voice Portal
Application quantity and quality
Less platform dependence, less repeat engineering = more time for net-new
Applications can be evergreen and mature over time (vs. forklift end-of-life)
Vendor choice Quality and fit (+ price &
relationship) drive decision Proprietary lock-ins or
lock-outs become irrelevant
Self-sufficiency & on-demand service creation
Customers can acquire and leverage voice skills
Understanding encourages
Y O U S P E A K. W E D E L I V E R.
Edify or 3rd PartyVoiceXML Browser
Edify Commercial Applications & Components
(e.g., Edify Voice Banking, Edify Product Support, Edify Call
Routing, Edify Entity Locator)
Edify Custom Speech Applications & Components
(e.g .,ABN Amro, BMW, DHL, GE, Sears, SONY, Ticketmaster)
VoIP PSTN
VoiceXML
EdifyVoice Application
ServerApp Modeler &
Runtime
3rd Party Tools(eg Audium, Fluency,
ScanSoft, TuVox, VoiceObjects)
3rd Party Applications (eg Apptera, Datria,
ScanSoft)
Slide 5
Developer Benefits of Voice XMLReusable Skills & Applications
One skill set drives all VOICE APPLICATIONS — regardless of browser, app or tool vendor
We need more and better voice applications to meet mainstream demand and strong growth
Convergence is an opportunity to demonstrate your unique value and domain expertise — voice apps aren’t web apps . . . And telephony skills still matter
Y O U S P E A K. W E D E L I V E R.
TELEPHONY INTERFACE(VoiceXML Browser)
VoiceXML
EdifyVoice Studio and
Voice Application Server
Third Party Applications (Apptera, Flexpaks
OSDMs or SpeechPaks,
Any VoiceXML browser from Edify, Genesys, InterVoice, Voice Genie or Others
Any VoiceXML tool and application
Third Party Tools(Audium, Tuvox,
Voice Objects, etc.)
Edify’s Packaged Applications(Edify Voice Banking)
Slide 6
Industry Benefits of VoiceXMLLeverage Data & Web to Build Voice Channel
The voice channel has the potential to transform business the way that the web did Voice remains the most natural human interface — and the most preferred Massive enterprise network infrastructure exists — and voice can leverage it fully
Y O U S P E A K. W E D E L I V E R.
Web Elements
Thin Client GUIExtends Reach of ISNetwork DeliveryApplicationsBusiness LogicBackend IntegrationDevelopment Standards
Voice Elements
Thin Client VUIExtends Reach of ISNetwork DeliveryApplicationsBusiness LogicBackend IntegrationDevelopment Standards
Web & Voice: Naturally Aligned and Complimentary
Extend information systems to include both voice and the web to improve productivity, lower costs and increase user and customer satisfaction.
Slide 7
Getting To VoiceXMLA Smooth Transition from
Where You Are Today
www.nmscommunications.com
Slide 8
A Big Step?
VoiceXML can be a totally new experience New products, new markets
Or — an extension to your existing application Add new functionality, faster Make fast changes to deployed applications Allow for customer and third-party extensions Transition to new rapid development tools Offer open standards to your customers Incorporate multimedia (video + audio)
www.nmscommunications.com
Slide 9
Sample Code — Dialog Design
Source: Speech Objects, VoiceXMLWhite PaperNuance Communications, 2000
www.nmscommunications.com
Slide 10
Sample Code — VoiceXML ScriptVoiceXMLVersion
VoiceXMLField Name
PlayPrompt
Grammar toLoad, and Type
Load NextVoiceXMLDocument
Source: Speech Objects, VoiceXMLWhite PaperNuance Communications, 2000
www.nmscommunications.com
Slide 11
Your Application Today…
www.nmscommunications.com
PCI
Application (today)Application (today)
PSTN
PSTN
T1/E1
NMS CG Board
Natural Access + FusionNatural Access + Fusion
NCC (ISDN)NCC (ISDN)
API
Slide 12
Your Application + VoiceXML
www.nmscommunications.com
PSTN
PSTN
T1/E1
NMS CG Board
Vision VoiceXML Server
Vision VoiceXML Server
Natural Access + FusionNatural Access + Fusion
NCC (ISDN)NCC (ISDN)NCC (SIP)NCC (SIP)
PCI
RTP SIP
Application+
VoiceXML
Application+
VoiceXML
API
VoiceXML
Slide 13
Natural Call Control + VoiceXMLSample Call Flow, Simplified
www.nmscommunications.com
Application Natural Access + NCC VoiceXML Server
nccAnswerCall (ISDN) ISDN Call
Traditional Application Processing
Build Fusion GW Channel
nccPlaceCall (SIP)SIP INVITE
SIP BYE NCC: CALL DISCONNECTED (SIP)
Traditional Application Processing
ISDN Call Hangup NCC: CALL DISCONNECTED (ISDN)
Tear Down Fusion Channel
Decision: Switch to VoiceXML
RTP Connection
New VoiceXML Application Processing
Slide 14
Getting Started
www.nmscommunications.com Software downloads — free evaluation software SIP gateway sample code
www.voxbuilder.com Public service — tutorials, free and paid hosting for your
first VoiceXMLprogram
www.nmscommunications.com
Slide 15
VoiceXML isn’t Perfect Yet, But You Should Still be On-Board Early days yet — 2.0 is current standard
More examples every day, but still not enough to form a clear picture of best practices
Standard is defined but immature (2GL will mature to 4GL) Backend integration is not addressed
Voice applications are an extension of backend application and data, NOT the telephony infrastructure
Hand-written Java connectors are typically not reusable — which is contrary to a principal value of VoiceXML
Like web, often part but not all of the code base E.g., more C++ than Java on the web even today Markup language is only a piece of the whole — content and work
is still on the development side, whether it’s web or voice
Y O U S P E A K. W E D E L I V E R.
Enterprise Voice Applications Design, Development & Deployment
VOICE SERVICES
DEPLOY, MODIFY AND EXTEND
VOICE USER INTERFACE DESIGN
APPLICATION FLOW ANDFUNCTIONAL ARCHITECTURE
CONNECT TO DATA SOURCES AND GATHER DATA
BUSINESS LOGIC AND PROCESS INTEGRATION
CREATE DATA AND PROCESS OBJECTS
DATA TRANSFORMATION SERVICES FOR USE OF DATA IN APPLICATION
CHALLENGES
Separate data, process & flow so each can flexibly evolve
Single collaborative environment for designers, developers & administrators with a “view” for each role to enable
Balance of “quality and speed” supported by tools that promote reuse and structure
Consistent reusable access to applications and data infrastructure
Data transformation for usability across application structure
Heterogeneous technology silos with key data across IT infrastructure
Slide 17
What to Look for in a Tool
Web affinity that doesn’t come at the expense of voice quality vi, jsp, asp and notepad are great for static “Hello World”, but no
substitute for real voice application design technology VoiceXML is marginally addressed in web tools today — but stay
tuned because this is the evolution this decade Reusability across platforms and projects
Cross-platform access is a fundamental value of VoiceXML — without it, it’s just a nicer way to stay proprietary
Cross-project is the only way to build a rich library of functional components
Best practices Built on the experience of actually doing the job, not interest in
tools as ends themselves
Y O U S P E A K. W E D E L I V E R.
Slide 18
Contact Center
Last bastion of metered usage based on huge sunk costs
Saving seconds means lower costs to operate the call center and higher caller satisfaction through better service
VoiceXML goes hand-in-hand with speech
Save seconds by updating touchtone applications with speech to flatten menus and save time
Add call routing to save more time and improve caller satisfaction even further
Y O U S P E A K. W E D E L I V E R.
Slide 19
Self-Service HR
Already a significant market for Edify, standards-based applications and hosting options will make it easier for companies of any size to adopt this technology
Not just healthcare and retirement accounts — password reset, a mundane but chronic problem, can be automated within this solution
SBC . . . Voice transactions are immune to viruses and phishing —
and readily available technology such as speaker verification can make eavesdropping unproductive
Employees at every skill level have telephone access — and employers who limit on-the-job internet access can still enjoy the productivity and cost-savings benefits of a self-serve system
Y O U S P E A K. W E D E L I V E R.
Slide 20
Guys in Trucks with Cell Phones
Field service continues even in the automated world we live in
Complex back-end applications built on Oracle, SAP and other enterprise technologies drive the logic of field service . . . But training costs for the field staff are prohibitive (and so are the client devices needed to use these applications), so transcription of paper persists
Voice applications make it easy for field service reps to use cheap cell phones with cheap plans to communicate directly with complex backend systems to obtain and file tickets without costly training or middle-man transcription
Y O U S P E A K. W E D E L I V E R.
Slide 21
A Little About Edify
A leading (NMS=based ☺) speech solution since 1992
Only independent Gartner Top Right supplier 2,000+ deployments worldwide
Open standards on proven technology high RE-USE
Robust platform (VXML 2.0 certified) Tools (design & development), Packaged applications Design and development skills
comprehensive
For details see www.edify.com
Y O U S P E A K. W E D E L I V E R.
Edify Voice Studio Enterprise Speech Applications Development
VOICE SERVICES CAPABILITIES
DEPLOY, MODIFY AND EXTEND
VOICE USER INTERFACE DESIGN
APPLICATION FLOW ANDFUNCTIONAL ARCHITECTURE
INTEGRATE TO DATA SOURCES AND GATHER DATA
BUSINESS LOGIC AND PROCESS INTEGRATION
CREATE DATA AND PROCESS OBJECTS
DATA TRANSFORMATION SERVICES FOR USE OF DATA INAPPLICATION
“The release of Voice Studio has
just made speech application
development faster, and more
efficient. Through collaboration,
code reuse, and easy
modifications, Voice Studio
allows companies to build high
quality, high value voice and
speech self service applications
that callers will love – and that
can be quickly modified to
respond to changing needs now
and in the future.”
Mitch Mandich, President and CEO of Edify
Slide 23
Edify Voice Studio Architecture
Reuse and change management Build objects once, re-use many
times, and modify and extend quickly and easily
Evergreen, high-quality, high-value voice self-service applications
Application and data integration Integrates seamlessly with any
application and data source Backward chaining
Speed through collaboration Developers, designers, project
managers and administrators work together from the outset
Simultaneous execution means faster time to solution
Y O U S P E A K. W E D E L I V E R.
Slide 24
Edify Voice Studio Special NMS Developer Offer A hosted site for developer partners will be introduced in mid-
December No software or hardware to purchase and install Great way to get hands-on experience with VoiceXML, Salt and Edify
Web-based training — a requirement to obtain access to the site — will be available in mid-November
A special offer for developers who attend this session is free access to the training and a 90-day subscription to the hosted site
Please register by visiting : http://www.edify.com/marketing/nms_devcon_tool_hosting_offer_registration.cfm
Y O U S P E A K. W E D E L I V E R.
Questions?
Contact Info:[email protected][email protected]