Drew Allen

Senior Trainer, Voxeo University

Voxeo CXPIVR on Steriods

CXP makes it easy for you to design, develop, and deploy self service applications in a way that allows your customers to choose their method of communication.

• Voice, Mobile Web, SMS/Text channels

Reduce cost of ownership• Mature suite of tools• Enables collaboration among team members• Triple Cloud

Business Proposition

How you ask?

Business Proposition

CXP for Development• Personalization through layers reduces development time

and complexity

“The layer concept in CXP gives a tremendous amount of flexibility. My team is much more efficient since moving to CXP.” Richard Wager, Rapid Response

• Mature Application Life Cycle Suite

• Rapid Prototyping allows for multiple teams to share projects, e.g., Dialog flow vs. Grammar design.

• Reusability uses one object in multiple flows relieving the need to recreate those dialog steps

• Speed to Deployment cut by 25%-40%

“I’ve been using CXP for 2 years, compared to our previous platform, Time to development is often reduced allowing us to provide faster turn around and better code” Liz Dela Mora, VoiceNet Interactive

Mobile – a native Voxeo CXP channel

Design Once, Deploy Anywhere

Defined once

Applied everywhere

Reused

PersonalizationLayer concept for dynamic, personalized dialogs • across multiple channels and languages • for different customer categories,

values, preferences, transaction history, …

Reusability• Modularization facilitates team

collaboration and maintainability• Organize frequently used objects in

shared libraries

Consistency• Inherit generic functionalities such as

navigation commands and event handling to ensure a consistent VUI

Development Productivity

Appl.Logic

Dialog step generated for …

Lisa

BenPhone App.Logic

Presentation Layers

Lang

uage

Engl

ish

Span

ish

Expe

rienc

e

Novice

Power

Custo

mer

Plat

inum

Gold

Silver

Efficient management of dynamic, personalized applications

Layers Manage ComplexityFeatures• Adapt system responses

at call time• Examples:

• Multi-persona design• Multiple languages• Caller history• Customer status• Voice / DTMF

Benefits• Keeps development and

maintenance costs down!• Simplifies management of

complex services

Silos

Increase Productivity and Reduce Costs with CXP

Resourcesrequired to:• Design• Develop• Deploy• Maintain• Document• Analyze• Test

Tools to develop:• VXML Dialogs• SMS/Text• Mobile Web• Prompt Design• Dynamic Dialogs• Industry leading

Analytics

Multiple tools to build one application across channels

Apps

VoiceXML

ServiceCreation

InteractiveVoice/VideoResponse

Stats Apps Stats

InteractiveMobile WebResponse

WebApplicationServer

Mobile Web

ServiceCreation

InteractiveSMS/TextResponse

Stats

SMS/Text

ServiceCreation

Apps

SMS/TextApplicationServer

VoiceApplicationServer

Backend SystemsLegacy Data | CRM | ERP | Billing | Content

8More VoiceObjects Architecture

Multi-Channel Support – Dissolving Silos

Multi-Channel Support – Dissolving SilosReduced expenditures to maintain tools

9More VoiceObjects Architecture

Apps

VoiceXML

ServiceCreation

InteractiveVoice/VideoResponse

Stats

InteractiveMobile WebResponse

Mobile Web

InteractiveSMS/TextResponse

SMS/Text

CXP

Backend SystemsLegacy Data | CRM | ERP | Billing | Content

+ Analytics

CXP Analyzer

Grammar IDE

Debugger, Trace Viewer,

Phone-less testing,Load Testing

Project Documentation

Storyboard Manager

CXP Developer

CXP Commander

Application Lifecycle Management

CXP Analyzer

Pre-built reports Reporting engine with

drilling, slicing & dicing … Integration with CTI & CRM

Need reports for developers, administrators and business,and in-depth analysis tools?

InfostoreCXP Developer

Back-End SystemsLegacy | CRM | ERP

Voice, VideoDevice

AppsConnector Framework

ASR, TTS, Call Control VoiceXML Browser

Media Platform Driver

CXP Server

Application Lifecycle Suite - Architecture

CXP for Deployment

• Operate applications on multiple dissimilar media platforms in parallel

• Easier Migration• Capacity Planning• Redundancy, Failover

• Central OA&M on Server Clusters• Operate multiple machines from a single

Virtual Command Center

• Safety features• One-click hot deployment & rollback

• Administrative reports• Real Time Monitoring and notifications

through SNMP, E-Mail and Web Services

• Media Platform Drivers

• Operate applications on multiple dissimilar media platforms in parallel making migrating easier

Design Once – Deploy Anywhere

Maximum Flexibility, Minimum Risk

CXP Server

Media Platform Driver

Using Multiple Media Platforms

Apps

VoiceObjectsPhone Application

Server

IVR 1VoiceXML Browser

Statistics

On Premise

Driver 1

Operating multiple dissimilar media platforms on premise

IVR 2VoiceXML Browser

Driver 2

IVR 3 VoiceXML Browser

Hosted

Internet (https, VPN)

Operating dissimilar media platforms on and off-premise

Driver 3

TelephonyNetwork

Back-end Integration Methods

• Seamless, flexible integration of business logic and data

• Standards based

XML data

(or simple post)

Server sideCGI Scripts(JSP, ASP,

Perl, PHP,...)

Server sideCGI Scripts(JSP, ASP,

Perl, PHP,...)

HTTPConnector

HTTPConnector

......

RDBMSRDBMS

J2EEJ2EEJava RMI

JDBC

…

.NET remoting

RFC

MQ

SAP BAPIsSAP BAPIs

MQ SeriesMQ Series

.NET.NET

JavaConnector

JavaConnector

DBConnector

DBConnector

WebServices

WebServices

Web ServiceConnector

Web ServiceConnector

SOAP or

RESTful

CXPServer

ConnectorFramework

CXP for OA&MCXP for OA&M

Virtual Control Center• Number of sessions• Session by Service• Session duration• Status, active, finished,

rejected, aborted

Real Time Monitoring• SNMP• Email• Web Services

Cool new FeaturesCool New Features

BUI – Business User Interface• Allow business users to make changes

without a developer• Make changes to individual objects

based on a multitude of reasons

HSA – Hostspot Analytics• Allow developers to see real time

analytics giving them more control and better insight

Give Business Users Control

Change PromptsEnable AnnouncementsSet Business HoursConfigure Transfer NumbersRe-order Menu ItemsEnable Marketing Campaigns…

BUI (Business User Interface)

• Performance metrics with threshold reporting

• Available Metrics• ASR

performance• Menu choices• Task completion

• Trend Analysis 19

Hotspot AnalyticsDevelopers get real-time insight into service usage and caller experience

Business Tasks with bad performance are

highlighted

Drill-down by failure type

Hotspot Analytics

Try CXP for FREE!

http://voxeo.com/FREE/

Drew Allendallen@voxeo.com

THANK YOU!