find the better way expand your voice with vxml may 10 th, 2005
TRANSCRIPT
Find The Better Way
Expand Your Voice with VXMLMay 10th, 2005
Find The Better Way
About Ambient
Founded in 1984, Ambient Consulting helps companies find the better way to achieve measurable business results by leveraging real business experience and technology expertise.
Headquartered in Minneapolis, MN Founded 1984 Privately-held National Presence Global Impact Employees: 175 – Consultants: 150 Ranked 5th in The Business Journal’s Top 25 List of Computer
Consulting Firms
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Expand Your Voice
“By 2005, 50 percent of speech applications will be written using standards-based languages and Web architectures”
Gartner Nov 2003
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Agenda
OverviewBenefits
– Web Architecture– Open Standards Based– Common development
resources
Migration Indicators– Multiple channels– Legacy application end-of-life– Large installations– Hosting benefits
Q&A
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Overview
VoiceXML is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed initiative conversations.
Its major goal is to bring the advantages of Web-based development and content delivery to interactive voice response applications.
~World Wide Web Consortium
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It’s a Language
Similar to HTML– Defines a user interface– Tags: vxml, form, prompt, audio– Provided by a server– Interpreted by a browser
<html>
<body>
Hello World!
</body>
</html>
<?xml version="1.0" ?>
<vxml version="2.0“>
<form id="hello">
<block>
Hello World!
</block>
</form>
</vxml>
Voi
ceX
ML
HT
ML
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It’s a Concept
Web driven– Client/Server architecture– Content delivered via HTTP over TCP/IP– XML content
Open standard– Industry support: VoiceXML Forum– Platform availability– VoiceXML 2.0 W3C Recommendation,
March 16th 2004
AT&
T P
ML
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2004
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VoiceWeb
Benefits
Open Standards Based– Portability
– HTTP
– XML
– Best-of-Breed Components
– Simplified use of Speech Recognition and TTS
Common development resources– Tools
– Implementation team
Tool
sTe
ams
Devic
es
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Benefits
Web Architecture– Hardware reuse– Common code base– Centralized resources (speech, data)– Hosted facilities– Simplified deployment
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Common Code Base
Data Maintainer(tables, triggers, procedures)
Data Access(insert, select, delete)
Business Logic(business processes)
Presentation(interface generation)
Com
mon
Com
pone
nts
Pre
sent
atio
nC
ompo
nent
s
•employee and salary tables•CalculateSalary procedure•DeleteRelatedRecords trigger
•GetEmployeeInfo
•ValidateEmployee•GetSalary
•Play Phrase•Collect Touch Tones•Submit Form
•Display Image•Collect Text Entry•Submit Form
VoiceXML HTML
Layers Examples
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IVR (Legacy)
Sub-Systems
Centralized Resources - Before
Voice System Services
Text-to-Speech
SpeechRecognition
Fax
Resources
DataFiles
DataFiles Database
SpeechSpeech
Application
Business Logic
Data Access
Presentation
Application
Business Logic
Data Access
Presentation
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IVR (client/server)
Application Runtime System
Voice System Services
Centralized Resources - After
Speech Server
Text-to-Speech
SpeechRecognition
Data Server
DataFiles
DataFiles Database
Media Server
Digitized SpeechDigitized Speech
Application ServerApplication
Business Logic
Data Access
Presentation
Application
Presentation
IVR (client/server)
Application Runtime System
Voice System Services
IVR (client/server)
Application Runtime System
Voice System Services
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Migration Indicators
New ImplementationsMultiple channels
– Voice, fax, email, chat
Legacy systems end-of-lifeLarge installations
– Multiple platforms– Applications Spanning Servers
Hosting benefits– Utilize leading technology:
NLSR & TTS– Reduce hardware costs
CTIServer
IVR
PBX
Fax
Voicemail Email
DialerChat
Web
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Conclusion
Antiquated design and developmentMigration to VoiceXML will result in
– Consistent information– Decreased effort– Decreased total cost
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Q&A
References– VoiceXML Forum www.VoiceXMLForum.org– W3C www.w3.org/voice