voicexml and salt: which is best for you? eric jackson, vp strategy & business development
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VoiceXML and SALT: Which is Best For You?VoiceXML and SALT: Which is Best For You?
Eric Jackson, VP Strategy & Business DevelopmentEric Jackson, VP Strategy & Business Development
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Evolution of VoiceXML:Evolution of VoiceXML:VoiceGenie There From BeginningVoiceGenie There From Beginning
PML
VoxML
SpeechML
1995 1996 1997 1998 1999 2000 2001
600 Members of
VoiceXML Forum
30,000 VoiceXML
Developers
2002
VoiceXML 2.0 Published
VoiceXML 1.0 Published
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VoiceXML: The HTML of the Voice WebVoiceXML: The HTML of the Voice Web
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VoiceXML Momentum:VoiceXML Momentum:
• VoiceXML 2.0 Published (Oct. ‘01)• Analysts forecast $5 - 41B industry in 4 years• VoiceXML Forum same size as WAP Forum • Over 30,000 active VoiceXML developers• 5000 apps built on VoiceGenie by developers from 128 countries• Significant announcements every week from major players
A growing percentage of RFPs to SpeechWorks cite VoiceXML in their specifications. As of October 2001, this percentage was 62%, up from 23% during the start of 2001 -Call Center Magazine, December 5, 2001
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Why VoiceXML? Why VoiceXML?
• Open standard: IVR is proprietary
• Mature (2 Years Old; 2.0 Published)
• 12x Faster developing VoiceXML apps compared to IVR
• Off-The-Shelf: 5000 apps developed already on VoiceGenie
• Less Expensive: IVR requires 2nd silo infrastructure from Web infrastructure
“What used to take me 6 months on Periphonics, takes me 2 weeks on VoiceGenie.” -Chuck Grandgent, Application Manager, Octave Communications, on VoiceXML application development compared to traditional IVR. October, 2001
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Leverage Existing Web InfrastructureLeverage Existing Web Infrastructurewith VoiceXMLwith VoiceXML
• Migrate customers to
Internet
• Common infrastructure
& support
• VoiceXML provides
Web-centric support,
without costly ties
Open, Web System& Support
Web & IVR Systemw ith
Com m on Support
Propietary IVR System & Support
OLD, Expensive
New, Cost Eff ective
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VoiceXML Surpasses IVR Solutions: VoiceXML Surpasses IVR Solutions: Don’t Be Left BehindDon’t Be Left Behind
Source: Datamonitor & Kelsey Group
2001 2002 2003 2004 2005 20060.00
1.00
2.00
3.00
4.00
5.00
6.00
7.00
$B
VoiceXML
Speech IVR
DTMF – IVR
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VoiceXML in the Call Center: Applications
•Provide full self-service automation
•Work with CSRs to automate repetitive parts of service calls
•Provide personalized customer experience by accessing existing information systems
•Enhance Routing of Calls to the correct CSRs or automated application
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
Faster
and
Less Costly
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
• Shorter Deployment Schedule:
• IVR hardware has to be purchased first before application development can begin
• VoiceXML application can be prototyped on VoiceGenie’s Developer Workshop before VoiceXML Gateway is purchased or even available as pre-packaged app
• IVR application takes, on average, 14-18 months to deploy
• VoiceXML application takes, on average, 6 - 9 months to deploy
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
•Lower Professional Services Costs:
•IVR Professional Services are 50% more because there is no competition (due to proprietary nature)
•For Significant Applications:
• IVR P/S costs $2500 – $3500 per day and is usually engaged for 9 – 12 person-months
• VoiceXML P/S costs $1000 – $1500 per day and is usually engaged for 4 – 6 person-months or completed by the customer
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
•Lower Ongoing Maintenance Costs:
•IVR annual maintenance costs on software are, on average, 30% because proprietary nature creates monopolistic pricing
•VoiceGenie and partners annual maintenance costs on software are 15% -20%
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
•Lower Software Upgrade Costs:
•IVR software, on average, has to be replaced every 2.5 years with a forklift upgrade costing approximately 50% of the initial software costs
•VoiceGenie’s VoiceXML software has point releases of its software that is included in the annual 20% maintenance fees
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
•Lower Costs for Application Modifications:
•Companies who deploy IVR normally budget $10,000 per month for P/S costs in making IVR application modifications
•With VoiceXML applications, companies’ existing technical staff can easily make application modifications
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The Advantage of VoiceXML vs. IVR:The Advantage of VoiceXML vs. IVR:
•Lower Costs for Backend Integration:
•With IVR, companies usually allocate 50% of their application development budget (or, on average, $250,000) for backend integration costs
•VoiceXML raises no backend integration issues because it reuses existing Web infrastructure
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SALT and VoiceXMLSALT and VoiceXMLwill co-exist:will co-exist:
• SALT appeals to Web developers and those building multimodal applications (for which no standard yet exists)
• VoiceXML appeals to telcos and traditional IVR base because of greater control over voice-only applications
• VoiceXML is on version 2.0; SALT is still in its infancy
• VoiceGenie has joined the SALT Forum as a Contributor to help our customers deploy multimodal applications
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DINOSAURS DON’T BELONG IN CALL CENTERSDINOSAURS DON’T BELONG IN CALL CENTERS
They’re way too cumbersome, and not so adaptable after all.
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Summary of Advantages of VoiceXML Summary of Advantages of VoiceXML over Dinosaur IVR Systemsover Dinosaur IVR Systems
• VoiceXML offers faster and more accurate call routing
• Automate most repetitive requests (e.g., change of address)
• Shorter deployments
• Lower P/S costs
• Lower Maintenance and upgrade
• Lower Costs for App Devt and modifications
• Lower Backend Integration Costs