We think you have liked this presentation. If you wish to download it, please recommend it to your friends in any social system. Share buttons are a little bit lower. Thank you!
Presentation is loading. Please wait.
Published byMireya Ellington
Modified over 2 years ago
© 2007 Avaya Inc. All rights reserved. Interactive Voice and Video Response Applications Dr. Valentine C. Matula
© 2007 Avaya Inc. All rights reserved. Live Video is Available on 3G Phones Today Services Offered Include: –See You / See Me (CUCme) Video –Video Conferencing –Downloadable Video Content –Video Mail
© 2007 Avaya Inc. All rights reserved. Using Consumer Video for Business When you call a friend –You can hear each other –With video, you see each other When you call an Enterprise contact center –You hear IVR with keypad or speech recognition input –But, what would you see? Our thinking: –Multimedia for more effective self-service systems Less opting out Accomplish more business while in system –Multimedia overlay for more effective agents Shorter call holding times, more upselling, higher customer satisfaction What is your account number?
© 2007 Avaya Inc. All rights reserved..II [ ] 6/12/2014 2:10:25 PM C-Jet Airline (recorded) Demo Scenario: –User calls C-Jet, an airline –Listens and sees a menu of choices –Chooses to get flight arrival information –Uses speech to select specific flight (Click to play)
© 2007 Avaya Inc. All rights reserved. One-Way Video: The Business Value of Improved Interaction Visual branding Visual guidance for voice IVR –See choices –Confirm selections Show results Flight Info: 1 Reservations: 2 Seat assignment:3 Baggage claims: 4 Flight: 57 Arrival Information Yesterday, today, or tomorrow?
© 2007 Avaya Inc. All rights reserved. One-Way Video: Applications NOT possible with Voice Alone Show Multiple Choices Quickly –Schedule choices –Price choices Show Complex Choices –Seat locations –Maps showing locations Show Possible Experience / View –From a stadium seat –See hotel room –View of street when giving directions -TicketMan – July Schedule
© 2007 Avaya Inc. All rights reserved. Moving Beyond Self-Service Customer-Agent Calls With 1-Way Video Overlay Issues with see you/see me video –Call centers not built to be seen –Customers dont want agents to see them –Low business value from just seeing agent talk on a screen Instead, we propose video driven by a business application: Watch this while I talk to you –System-selected video content based on transaction in progress –System-generated (e.g. credit balance) –Agent-selected video content Let me show you on how to replace your printer cartridge –In addition to a live video feed of agent… Val Matula Hello, this is help desk agent Val Matula. How may I help you today? I have an HP 5550 inkjet printer. How do I change the ink cartridge? Take a look at your screen. Is this your printer? Yes, thats the one. Good. Please watch this short clip on changing the cartridge.
© 2007 Avaya Inc. All rights reserved. Interactive Response Or Voice Portal J2EE App Server DD Application VXML/HTTP(S ) Application Development Tools (Avaya Dialog Designer) Design, Develop, Simulate, Deploy, Manage 1. Graphically build call flow, caller prompts, grammars using Wizards 2. Generate application code 3. Simulate using embedded VoiceXML browser 4. Deploy Java servlet to J2EE Tomcat or WebSphere 5. Servlet generates VoiceXML processed on IR or Voice Portal
© 2007 Avaya Inc. All rights reserved. Video Applications Dialog Designer Video Video Generated at VXML Page generation time Voice Portal managed same as voice applications
© 2007 Avaya Inc. All rights reserved. Basic Video Prompt Built With Video Segments: Video Image, Video Clip, Video Text, Video Color No change: Audio Prompt Controls, Application Flow, ASR, TTS…
© 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Simple Logo –Basic level of video application –Set prompt at beginning of call –Convey generic level of video –Use when no other information available or makes sense
© 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Text Menus –Display menu options –Convey options faster than audio –Speed up transaction with type ahead –Provides hints for speech input –Dynamic or Static content Flight Info: 1 Reservations: 2 Seat assignment:3 Baggage claims: 4
© 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Prompt and Confirm –Display next prompt –Display current state of user input –Provide implicit user confirmation Current state is incorrect, accept user notification (# or back) Flight: 57 Arrival Information Yesterday, today, or tomorrow? Graphic Transaction Information –Product photos, maps, room displays, calendarsany web-like info
© 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Moving Content –Branding Introductions –Use for long hold times –Transaction wait times –Show and sell extended services Caution: NOT 30 Frames per Second!
© 2007 Avaya Inc. All rights reserved. Summary Multimedia for more effective self-service systems –Less opting out –Accomplish more business while in system Multimedia overlay for more effective agents –Shorter call holding times, more upselling, higher customer satisfaction Use application design techniques built into existing Open Source-Based tools like Eclipse
Improving Speech Applications with Video August 9 th 2006 David Multimedia Research Department Avaya Labs Research.
Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand Genesys Telecommunications.
(1) VoiceXML Overview, Opportunities & Challenges Hitesh Kr. Seth Chief Technology Evangelist SeraNova, Inc OReilly Conference.
VoiceXML Builder Arturo Ramirez ACS 494 Master’s Graduate Project May 04, 2001.
Integrating VoiceXML with SIP services Kundan Singh, Ajay Nambi and Henning Schulzrinne Columbia University
Discovering Computers 2010 Chapter 2 The Internet and World Wide Web.
© GyrusLogic, Inc. Improved call completion with Natural Language Processing Peter Trompetter Vice President Global Development
The State of the Art in VoiceXML Chetan Sharma, MS Graduate Student School of CSIS, Pace University.
Unified. Simplified. Unified Communications Launch 2007.
Chapter 3 p. 6 Application Software What is application software? Programs that perform specific tasks for users p. 132 Fig. 3-1.
© 2007 Cisco Systems, Inc. All rights reserved.Cisco ConfidentialSpeechTEK August 22, 2007 Presented by Jason Tepper Cisco Contact Center Business.
Introduction to Intellicaller for Channel Partners/Clients Confidential. © Zeal Web Technologies. Please destroy if you are not the intended.
VoiceXML and Internet Telephony Kundan Singh and Henning Schulzrinne Columbia University Joint work (in progress) with Daniel,
IBM WebSphere Everyplace Access for Multiplatforms Managing the e-business Customer Experience.
Syntellect Outbound Communicator. Copyright© 2008 Syntellect Inc. All Rights Reserved 2 Agenda Syntellect Outbound Communicator Overview What is Predictive.
Web Design, 3 rd Edition 6 Multimedia and Interactivity Elements.
DIREC TV Look Whos Talking Michael Uhlenkamp Call Center Technology Manager Speech to Increase Revenue & Decrease Costs (D103),
Collaborative Customer Relationship Management (CCRM) User Group November 4th.
© 2014 Avaya Inc. All rights reserved. 11 Mockups: This is the App Icon that should appear on the Mobile Phone.
Alignment (horizontal / vertical): in center! 0cm (center) Voxeo VoiceObject Overview.
UPCOMING TRIPS The 'Upcoming Trips' tab (on the Travel Center home page) displays all current trips, booked online or with a Connexxus CSU Travel Agent.
Building Applications with Vision Media Servers Getting Your Ideas to Market Fast David Asher, Director, Product Marketing, NMS Michael Kuperstein, CEO,
Presented by Chad Kafka This Month’s Topic: Wikispaces Advanced Today’s session is an introduction to what a WIKI is and how they can be used in education.
Customer Hub Protect Your Content. What We’ll Be Talking About Customer Hub is a powerful content management system that is fully integrated with Infusionsoft.
© Aastra 2012 CMG 7.5 Speech Attendant Sales Presentation.
3.01D Design Multimedia Presentations 3.01 Explore multimedia systems, elements, and presentations.
MiVoice Office Eight parties per conference Max 20 parties / single conference Total of 40 parties Dial able Conference Assistant and conference.
Web Design, 4 th Edition 6 Multimedia and Interactivity Elements.
MiVoice Office v MiVoice Office v6.0 is mainly a service enhancement release, rather than a user feature rich enhancement release.
Intrapreneurship Ravi Sethi May 8, 2010 Intrapreneurship is the act of behaving like an entrepreneur, except within a larger organization* *Source: Wikipedia.
Speech at CIGNA Beth Lira August 7,2006. Divider page title goes here.
Please note: this session is being recorded. Welcome to Blackboard Collaborate Before we start: 1. Please check your audio is working: Tools > Audio >
Welcome to GoBig Printing | Quick Start Presentation The company that brought you here has spent years perfecting your marketing material. Each product.
Chapter 8 Collecting Data with Forms. Chapter 8 Lessons Introduction 1.Plan and create a form 2.Edit and format a form 3.Work with form objects 4.Test.
Add reporting links (previous 5 messages w/ more) (next 5 messages w/ more)
® Product Summary FAQComparison GuideTalking PointsVideos The Long & Foster Curbside Shopper Program.
Listener-Control Navigation of VoiceXML. Nuance Speech Analysis 92% of customer service is through phone. 84% of industrialists believe speech better.
MULTIMEDIA AND THE WEB. Topic What is multimedia? Multimedia elements Graphics format Animation Audio VDO.
ClearPath Hosted MVP Web Portal 1. Log In Page Users are able to access the Web Portal by using their assigned user name and password. Access Web Browser.
1 / 44 Chapter 3 Application Software. 2/ 44 Chapter 3 Objectives Identify the categories of application software Explain ways software is distributed.
» Jun 9, 2003 Speaker Verification Secure AND Efficient, Deployments in Finance and Banking Jonathan Moav Director of Marketing
DAWN: Dynamic Aural Web Navigation Gopal Gupta, S. Sunder Raman, Mike Nichols, H. Reddy, N. Annamalai Department of Computer Science University of Texas.
Communications Solutions for Hotels/Motels IP Office.
Business Communication Bid farewell to the complexity of PSTN (public switched telephone network) cabling as Fonebell VoIP manages all the clumsy things.
Web Design and Multimedia Production Mrs. Brandt-White.
Windows 10. The New Microsoft Operating System to be released July 29 th. It’s not just a PC operating system, it’s a lot more, it includes phones,
Marcel Casado NCAR/RAP WEATHER WARNING TOOL NCAR.
1 Hosted Voice Product Training Standard CommPortal.
Speech and the Health Care Professional Community Maureen Cusanelli August 7, 2006.
Chapter 32 page 1094 The Front Desk “operations center” employ professional receptionists ~handle the job of scheduling appointments ~greeting clients.
© 2017 SlidePlayer.com Inc. All rights reserved.