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Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand Genesys Telecommunications
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. Agenda Overview of Video and Speech Deploying Video Solutions Video and VoiceXML Applications Summary and Q&A
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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! Who is Genesys?
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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!
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. Video Architecture VoiceXML Browser Video Media GW Application Server HTTP SIP/RTP 3G Video Calls The video media gateway transcodes both signalling and media between the circuit switched (SS7) and packet switched (SIP/RTP) worlds The VoiceXML browser renders the application and handles all the interaction: playing videos, recognising DTMF keys, etc. The application server determines the call-flow and delivers both the VoiceXML pages and the videos to be played
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. Media Server Video Architecture Video Content Application Server Video-enabled VoiceXML Application Video-enabled VoiceXML Application VoiceXML Platform Video Content SIP RTP (Audio + Video) HTTPHTTP (VoiceXML) Dilithium Gateway Dilithium Gateway 3G-324M SIP RTP
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. Video and VoiceXML Video Playback 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 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)
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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.
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
All rights reserved © 2006, Genesys Telecommunications Laboratories, Inc. 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
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