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Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand Genesys Telecommunications.

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Presentation on theme: "Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand Genesys Telecommunications."— Presentation transcript:

1 Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand Genesys Telecommunications

2 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

3 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?

4 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!

5 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

6 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

7 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)

8 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

9 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.

10 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

11 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

12 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

13 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

14 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

15 Thank you Questions?


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