Presentation on theme: "Rob Marchand Genesys Telecommunications"— Presentation transcript:
1 Rob Marchand firstname.lastname@example.org Genesys Telecommunications Opportunities for Video in the Next Generation Network and Contact CenterRob MarchandGenesys Telecommunications
2 Agenda Overview of Video and Speech Deploying Video Solutions Video and VoiceXMLApplicationsSummary and Q&A
3 The leading New Generation Platform! Who is Genesys?Leader in Contact Center software and VoiceXML-based platformsOver 4,000 customers worldwideOver 200,000 VoiceXML ports delivered to date to over 800 customersSupports speech, DTMF and video solutionsTight Integration with Genesys Suite – Routing, CTI, Reporting, MonitoringMost mature new generation platform - In production since 1999, IP since 2002Designed ground up as Web/VoiceXML platform – not HybridStandards based, software only solution, scalable, no proprietary componentsPartner Ecosystem – broadest partner ecosystem with prepackaged and custom applicationsThe leading New Generation Platform!
4 What is Video IVR? Think video output rather than just audio output Input is still DTMF and speech recognitionRecording video is also possibleYou can now offer more informationYou have both video and audio channelsYou can offer both visual and audio feedbackThe user experience is betterAudio is sequential and slowVideo is parallel and immediateForget 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) worlds3G Video CallsVideo Media GWSIP/RTPThe VoiceXML browser renders the application and handles all the interaction: playing videos, recognising DTMF keys, etc.VoiceXML BrowserHTTPThe application server determines the call-flow and delivers both the VoiceXML pages and the videos to be playedApplication Server
6 Video Architecture Application Server Video Content HTTP (VoiceXML) Video-enabledVoiceXML ApplicationHTTP (VoiceXML)HTTPMedia ServerSIPVideoContentVoiceXML PlatformRTPSIPRTP (Audio + Video)DilithiumGateway3G-324M
7 Video and VoiceXML Video Playback Video Recording <audio> tag already allows various container typesVideo extensions simply allow referencing a video containerPlaying a video container on audio-only sessions plays audio onlyVideo Recording<record> similarly allows use of video containerStandard VoiceXML capabilities unchanged by videoDTMF and speech input still fully supported while playing videoText-to-speech can be used (no video played during TTS)
8 Video and VoiceXML CCXML allows for video conferencing Audio mixed as in normal conferencingVideo 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 conferenceSettings can be changed dynamically; platform can be included as a conference participantVCR 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 VoiceXMLReuse of VoiceXML know-howBetter control of the interaction: noinput, nomatch, etc.Reuse of VoiceXML and IT infrastructureAll you need to do is callEasier for a customer than using WAP!Possible applicationsSports – 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, etcThe VoiceXML browser passes the stream throughSimilar to a simple DTMF video IVRVideos are streamed and can be livePersonal web camsSecurity cameras from your own homeTelevisionSporting events
11 Adding Speech Recognition Speech Recognition (ASR) can also be used with videoThis allows feed-back of unclear recognition resultsDisambiguation is now easier and quickerSpeech can be used as a search functionThe results can be a video menuThe list of results can be displayed rather than rememberedA choice may result in a video, text or audioThe caller can easily manoeuvre between resultsSimple 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 webVideos can be recorded using a video IVRThey can be reviewedThey can then be uploadedOpens up a new area for communities and user generated contentThe calling number can be used to screen accessVideos can be uploaded and shared
13 Video Contact Centre Another channel for customer interaction Call routing can also be done using a video IVRCustomer self-service can be made easier with a video IVRThe agent can push video to a caller, which shows them rather than tells them what to doAvatars may be used to make video IVR more appealing
14 Summary Video fits nicely into the VoiceXML interaction model Just another type of mediaWatch for standardization in v3Challenges remainNetwork readinessDevice and application availabilityApplications for the Service ProviderEnhanced Services like video mail, video promptingApplications for the Contact CenterPush video for assisted service, video playback for self-service