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Voice Services & Systems Accessibility Trends

Explore the evolving technical trends in voice services and systems, including messaging growth, expanding product features, IP telephony, and accessible business trends. Learn about the accessibility implications and the impact on social integration and employment.

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Voice Services & Systems Accessibility Trends

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  1. Accessible voice services and systems:Technical trends Jim Tobias tobias@inclusive.com 732.441.0831 v/tty

  2. Introduction • Main trends • Messaging growth and centrality • Expanding range of products and features • PC-and-software replacing user CPE • Convergence and unified messaging • IP telephony • All have access implications Data from MMTA industry survey on CT (http://img.cmpnet.com/telecomlibrary/content/mmta2000.pdf)

  3. Messaging growth and centrality - 1 • Explosive growth • 48% of vendors have been active 1 year or less • 38% growth in user organization expenditures • financial services IVR use grew 67% in 1998; customer satisfaction with calls dropped from 87% to 80% - TARP 10/99 • Residential (mostly IVR and AA) • access to home services: ordering, delivery, banking, schools, government, etc. • “improved contact with ... customers” is second highest rated reason for user organizations

  4. Messaging growth and centrality - 2 • Employment • 33% of user organizations have voice mail now; 87% expect to within 2 years • “increased worker productivity” is top rated reason for user organizations • some jobs have high messaging content • call centers (sales & support) – 3% of US workforce by 2004 • professions • any large organization

  5. Accessibility implications • Impact on social integration, commercial opportunities • Critical employability issue

  6. Expanding range of products and features • Product ecology is exploding • Maturity  refinement? • Interoperability with embedded applications • Standards • adherence to standards is greatest concern of vendors • end users rate its importance 95%

  7. Accessibility implications • Profusion means there is usually at least one solution out there • BUT information task becomes unmanageable • purchasing decisions are complex • vendors unaware of access value of their own products • end users and system administrators also unaware • Few standards address accessibility

  8. PC-and –software replacing user CPE • From simple POTS dialer utilities to proprietary phone simulators • TAPI and voice modems, other tools • integration with contact management software

  9. PC phones

  10. Accessibility implications • Messaging access depends on computer access • workplace computer access must be provided anyway • Reduced need for specialized CPE and related equipment • TTY modems (desktop and network)

  11. Convergence and unified messaging • At user’s end • PC applications can show a single mailbox, with cross-media notification and presentation • user can switch media or arrange for transcription • At provider’s end • one server for all media • identification of user’s media preference

  12. Demo of CallXpress

  13. Unified server architecture

  14. Accessibility implications

  15. IP telephony • Rapid growth: 9% of user organizations have it now; 64% expect to within 2 years • Capable of simultaneous voice, video, shared application, and text • can change features during session • Messaging apps available for client or server (JFax, eVoice, etc.)

  16. IP telephony clients

  17. IP telephony architectures

  18. IP telephony access implications

  19. Business trends • Growth in software and services 38%; hardware 28%; consultants/integrators 13% • improved administration • role of toolkits? • Application Service Providers (ASPs) • 56% use vendor-supplied training

  20. Accessibility implications • More access features • but if they are not built in, they will be harder to add • user and administrator awareness becomes crucial • Regulatory status of ASPs

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