1. Rob Marchand rob.marchand@genesyslab.com Genesys Telecommunications
Opportunities for Video in the Next Generation Network and Contact Center
Rob Marchand
Genesys Telecommunications

2. Agenda Overview of Video and Speech Deploying Video Solutions
Video and VoiceXML
Applications
Summary and Q&A

3. The leading New Generation Platform!
Who is Genesys?
Leader in Contact Center software and VoiceXML-based platforms
Over 4,000 customers worldwide
Over 200,000 VoiceXML ports delivered to date to over 800 customers
Supports speech, DTMF and video solutions
Tight Integration with Genesys Suite – Routing, CTI, Reporting, Monitoring
Most mature new generation platform - In production since 1999, IP since 2002
Designed ground up as Web/VoiceXML platform – not Hybrid
Standards based, software only solution, scalable, no proprietary components
Partner Ecosystem – broadest partner ecosystem with prepackaged and custom applications
The leading New Generation Platform!

4. What is Video IVR? Think video output rather than just audio output
Input is still DTMF and speech recognition
Recording video is also possible
You can now offer more information
You have both video and audio channels
You can offer both visual and audio feedback
The user experience is better
Audio is sequential and slow
Video is parallel and immediate
Forget WAP – just make a video call!

5. Video Architecture Video Media GW VoiceXML Browser Application Server
The video media gateway transcodes both signalling and media between the circuit switched (SS7) and packet switched (SIP/RTP) worlds
3G Video Calls
Video Media GW
SIP/RTP
The VoiceXML browser renders the application and handles all the interaction: playing videos, recognising DTMF keys, etc.
VoiceXML Browser
HTTP
The application server determines the call-flow and delivers both the VoiceXML pages and the videos to be played
Application Server

6. Video Architecture Application Server Video Content HTTP (VoiceXML)
Video-enabled
VoiceXML Application
HTTP (VoiceXML)
HTTP
Media Server
SIP
Video
Content
VoiceXML Platform
RTP
SIP
RTP (Audio + Video)
Dilithium
Gateway
3G-324M

7. Video and VoiceXML Video Playback Video Recording
<audio> tag already allows various container types
Video extensions simply allow referencing a video container
Playing a video container on audio-only sessions plays audio only
Video Recording
<record> similarly allows use of video container
Standard VoiceXML capabilities unchanged by video
DTMF and speech input still fully supported while playing video
Text-to-speech can be used (no video played during TTS)

8. Video and VoiceXML CCXML allows for video conferencing
Audio mixed as in normal conferencing
Video output can be selected using three methods:
“Loudest” dynamically determines loudest speaker
“Fixed” selects a participant whose video stream is always output
“None” disables the use of video with the conference
Settings can be changed dynamically; platform can be included as a conference participant
VCR controls supported on video content

9. Simple Video IVR Basic IVR menus as video - user input is DTMF
But the caller no longer has to remember them!
User Interface is written using VoiceXML
Reuse of VoiceXML know-how
Better control of the interaction: noinput, nomatch, etc.
Reuse of VoiceXML and IT infrastructure
All you need to do is call
Easier for a customer than using WAP!
Possible applications
Sports – daily updates with the best goals, tries, results, etc.
News, weather, infotainment, etc.
Film trailers, music videos, etc.

10. Streaming Video Allows re-use of web streaming servers
e.g. Helix, Darwin, etc
The VoiceXML browser passes the stream through
Similar to a simple DTMF video IVR
Videos are streamed and can be live
Personal web cams
Security cameras from your own home
Television
Sporting events

11. Adding Speech Recognition
Speech Recognition (ASR) can also be used with video
This allows feed-back of unclear recognition results
Disambiguation is now easier and quicker
Speech can be used as a search function
The results can be a video menu
The list of results can be displayed rather than remembered
A choice may result in a video, text or audio
The caller can easily manoeuvre between results
Simple multimodal IVR

12. Video Blogging Video IVR can record videos as well
Just use the VoiceXML record tag!
A video blog can be created without the web
Videos can be recorded using a video IVR
They can be reviewed
They can then be uploaded
Opens up a new area for communities and user generated content
The calling number can be used to screen access
Videos can be uploaded and shared

13. Video Contact Centre Another channel for customer interaction
Call routing can also be done using a video IVR
Customer self-service can be made easier with a video IVR
The agent can push video to a caller, which shows them rather than tells them what to do
Avatars may be used to make video IVR more appealing

14. Summary Video fits nicely into the VoiceXML interaction model
Just another type of media
Watch for standardization in v3
Challenges remain
Network readiness
Device and application availability
Applications for the Service Provider
Enhanced Services like video mail, video prompting
Applications for the Contact Center
Push video for assisted service, video playback for self-service

15. Thank you
Questions?