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Collaborative Customer Relationship Management (CCRM) User Group November 4th.

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Presentation on theme: "Collaborative Customer Relationship Management (CCRM) User Group November 4th."— Presentation transcript:

1 Collaborative Customer Relationship Management (CCRM) User Group November 4th

2 Agenda Introductions Introductions Mission statement Mission statement Discussion: Implementing VoiceXML Discussion: Implementing VoiceXML Future Meetings Future Meetings

3 Introductions John Rief Knowledge Consultant 7 years with Ambient Consulting 10 years voice response experience

4 Mission Statement To share knowledge and discuss topics and techniques which enables us to meet customer and corporate objectives through the creation and use of contact center channel solutions

5 VoiceXML: Introduction Overview Overview Infrastructure Infrastructure Setup Setup Tools Tools Examples Examples Troubleshooting Troubleshooting Implementation Choices Implementation Choices Tools Tools Resources Resources

6 VoiceXML: Common Infrastructure

7 VoiceXML: System Setup Installed Tomcat Server (application server) Installed Tomcat Server (application server) Installed Java IDE Installed Java IDE Created and configured BeVocal account Created and configured BeVocal account Configured PC and Firewall Configured PC and Firewall

8 VoiceXML: Development Tools Text Based Text Based Basic Basic Examples: Notepad Examples: Notepad VoiceXML IDE VoiceXML IDE VoiceXML awareness VoiceXML awareness Examples: GenieIDE Examples: GenieIDE VoiceXML GUI IDE VoiceXML GUI IDE Drag & Drop VoiceXML Drag & Drop VoiceXML Examples: Avaya IVR Designer Examples: Avaya IVR Designer Non-VoiceXML IDE Non-VoiceXML IDE Hand written components Hand written components Examples: Java,.Net Examples: Java,.Net VoiceXML Integrated IDE VoiceXML Integrated IDE Drag & Drop VoiceXML and Integration (plug-ins) Drag & Drop VoiceXML and Integration (plug-ins) Examples: IBM VoiceToolkit, Avaya Speech Application Builder, Nuance VBuilder, VoiceGenie GenieBuilder Examples: IBM VoiceToolkit, Avaya Speech Application Builder, Nuance VBuilder, VoiceGenie GenieBuilder

9 VoiceXML: Hello World Example HTML Hello World! VXML Hello World!

10 VoiceXML: Form Example What is the color of the Sky? What is the color of the Sky? blue blue red red green green yellow yellow What color is grass? What color is grass? blue blue red red green green yellow yellow What color is the Sky? What color is the Sky? [blue red green yellow] [blue red green yellow] What color is grass? What color is grass? [blue red green yellow] [blue red green yellow]

11 VoiceXML: Integration Example <% // open file java.io.FileReader fileReader = new java.io.FileReader( "\\temp\\ccrm.txt" ); // read from file char[] buf = new char[64]; int numChars = fileReader.read( buf ); String myString = new String(buf, 0, numChars); %>

12 VoiceXML: Troubleshooting VoiceBrowser (IVR) VoiceBrowser (IVR) Application Server Application Server Integrated Systems Integrated Systems Database (Oracle, MS SQLServer) Database (Oracle, MS SQLServer) Enterprise Applications (SAP, Siebel) Enterprise Applications (SAP, Siebel) Speech Servers (TTS, NLSR) Speech Servers (TTS, NLSR) CTI Servers CTI Servers

13 VoiceXML: Q&A For more information see:

14 Future Meetings Logistics: venue Logistics: venue Collaborative: other presenters Collaborative: other presenters Topics Topics Effective voice applications: designing dialogs, grammar tuning Effective voice applications: designing dialogs, grammar tuning Usability testing Usability testing CTI CTI Security Security New Users New Users


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