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Expand Your Voice with VXML May 10 th , 2005

Expand Your Voice with VXML May 10 th , 2005. 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

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Expand Your Voice with VXML May 10 th , 2005

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  1. Expand Your Voice with VXML May 10th, 2005

  2. 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

  3. Expand Your Voice “By 2005, 50 percent of speech applications will be written using standards-based languages and Web architectures” Gartner Nov 2003

  4. Agenda • Overview • Benefits • Web Architecture • Open Standards Based • Common development resources • Migration Indicators • Multiple channels • Legacy application end-of-life • Large installations • Hosting benefits • Q&A

  5. 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-baseddevelopment and content delivery to interactive voice response applications. ~World Wide Web Consortium

  6. It’s a Language • Similar to HTML • Defines a user interface • Tags: vxml, form, prompt, audio • Provided by a server • Interpreted by a browser • <?xml version="1.0" ?> • <vxml version="2.0“> • <form id="hello"> • <block> • Hello World! • </block> • </form> • </vxml> • <html> • <body> • Hello World! • </body> • </html> VoiceXML HTML

  7. 2.1 Candidate Recommendation 3.0 Candidate Recommendation 2.0 W3C Recommendation 3.0 Public Working Draft 2.1 Last Call Draft 1.0 Requirements Multiple Versions 1.0 Released AT&T PML 1995 1998 1999 2000 Mar 2004 Jul 2004 Feb 2005 Jun 2005 Dec 2006 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

  8. Benefits • Open Standards Based • Portability • HTTP • XML • Best-of-Breed Components • Simplified use of Speech Recognition and TTS • Common development resources • Tools • Implementation team Web Voice Tools Teams Devices

  9. Benefits • Web Architecture • Hardware reuse • Common code base • Centralized resources (speech, data) • Hosted facilities • Simplified deployment

  10. Common Code Base HTML VoiceXML Presentation Components Presentation (interface generation) • Play Phrase • Collect Touch Tones • Submit Form • Display Image • Collect Text Entry • Submit Form Business Logic (business processes) • ValidateEmployee • GetSalary Common Components Data Access (insert, select, delete) • GetEmployeeInfo Data Maintainer (tables, triggers, procedures) • employee and salary tables • CalculateSalary procedure • DeleteRelatedRecords trigger Layers Examples

  11. Application Application Presentation Presentation Business Logic Business Logic Data Access Data Access Resources Speech Data Files Database Centralized Resources - Before IVR (Legacy) Voice System Services Sub-Systems Text-to-Speech Speech Recognition Fax

  12. IVR (client/server) IVR (client/server) IVR (client/server) Application Runtime System Application Runtime System Application Runtime System Speech Server Media Server Voice System Services Voice System Services Voice System Services Digitized Speech Text-to-Speech Speech Recognition Application Server Data Server Application Application Presentation Presentation Data Files Database Business Logic Data Access Centralized Resources - After

  13. PBX Dialer Chat CTI Server IVR Web Voicemail Email Fax Migration Indicators • New Implementations • Multiple channels • Voice, fax, email, chat • Legacy systems end-of-life • Large installations • Multiple platforms • Applications Spanning Servers • Hosting benefits • Utilize leading technology: NLSR & TTS • Reduce hardware costs

  14. Conclusion • Antiquated design and development • Migration to VoiceXML will result in • Consistent information • Decreased effort • Decreased total cost

  15. Q&A • References • VoiceXML Forum www.VoiceXMLForum.org • W3Cwww.w3.org/voice

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