alignment (horizontal / vertical): in center! 0cm (center) karl-heinz land chief strategy officer...

Alignment (horizontal /

vertical): in center!

Karl-Heinz LandChief Strategy Officer

Bridging IT & Telephony:

Integrating Speech Applications with Enterprise IT Assets

May 2007CommDev07 - IT Meets Telephony

Telephony Goes Mobile

TV Generation

Lean-back experience

PC Generation

Internet and E-Commerce

Mobile Phone Generation

Interactive MobileMultimodalSocial Networking


New Customer Experience

HighResolution

Display

Speech Input

Visual Interaction

NewDTMF

Experience

Multimedia

ContentAudio

Video

Text

GraphicsMultipleModalities

& Channels


Source: Gartner Dataquest (March 2006)

Voice Market in Transition

0

100,000

200,000

300,000

400,000

500,000

600,000

700,000

800,000

2004 2005 2006 2007 2008 2009

Total IVR Port Shipments Total Voice Portal Port Shipments

Tipping Tipping PointPoint



PROPRIETARY OPEN



Legacy

Tools

PROPRIETARY OPEN



Legacy

Tools

Commodity

Best-of-Breed

PROPRIETARY OPEN


SingleTechnology Stack

SingleService Network


Legacy

Tools

Commodity

Best-of-Breed

PROPRIETARY OPEN


A Fundamentally Different View

SingleTechnology Stack

SingleService Network

Expect heterogeneity

Commit to open standards and leverage the R&D of the industry

Unlock your existing investments

Delivering IT Innovation must be an organizational core-competency

Invest to reach a single stack

Get all you need from one vendor

Replace what you have

Periodic releases will provide the enhancements your company needs to stay ahead


Business Challenges

Increase operational efficiency Improve productivity from existing systems

Streamline and optimize business process

Built-in, re-use and adaptation, no ‘starting over’

Bridge telephony and IT to a competitive business asset

Provide a unified view of the business Eliminate silos and create end-to-end visibility

into and across the business

Provide customer specific views of processes and information

While …

Achieving faster time to value


IT => Service Oriented Architecture


Telephony => Silos of Frozen Assets

ERP

DB

CRM

System A System B System C


MessagingDirectory

AssistanceService Portals

3rd-Party Content

Entertainment

Personal Address

Book

Name Dialing

Personal Assistant

Mail Box (voice, email,

video, IM)

DSLCustomer Care

Ringtones

TV

Value-Added Services

Games

Music/video

Other

Example: Silos of Carrier Services


IMS XML SOA VoIP Web Services

Voice Video Text Mobile Web

MessagingDirectory

AssistanceService Portals

3rd-Party Content

Entertainment

Personal Address

Book

Name Dialing

Personal Assistant

Mail Box (voice, email,

video, IM)

DSLCustomer Care

Ringtones

TV

Value-Added Services

Games

Music/video

Other

Personalization Cross-sell/upsell User generated content Self-provisioning

Example: Carrier Phone Portal

Unified Customer Experience


Enabling Multiple Phone Channels

Speech & DTMF

Text

Texting

Mobile Web

Point & Click

Voice

Hello Peter! Welcome to PrimeTel …

Speech & DTMF

Video

Hello Peter! Welcome to PrimeTel …

Single service definition across all mobile phone channels

Design once & deploy anywhere


Support for Multiple Phone Channels

The Case for aPhone Application Server

•Single Infrastructure

•Central Maintenance

•Single Service Definition

… across all mobile phone channels

Minimal Investment

User Interface of Choice

Consistent User Experience

AllMobile WebBrowsers

Any Network / Any DeviceAny Network / Any Device

fixed line IPwireless

VoiceXMLBrowser

USSDBrowser

Mobile Web Browser

VoiceVideoASR

DTMF

PhoneApplicationServer

Web App Server


VoiceXML, USSD, HTMLBrowser

Back-end SystemsLegacy | CRM | ERP

Voice, Video, Text, WebDevice

Analysis &Monitoring

Environement

ServiceCreation

Environment

3rd PartyIDEs Apps

Statistics

RDBMS

3rd PartyReporting

Tools

We

b S

erv

ice

A

PI

Media Platform Driver

Connector Framework

PhoneApplication

Server

Phone Application Server Architecture

Telephony

IT


Voice Portals• Avaya• Cisco• Genesys• Nortel

Application Servers• Apache Tomcat• BEA WebLogic• IBM Websphere• SAP NetWeaver

CRM Systems• Microsoft• Oracle/Siebel• SAP• Salesforce.com

Speech Engines• IBM• Microsoft• Loquendo• Nuance• TelismaEclipse based IDEs

• BEA Workshop• IBM Rational• Eclipse Platform• SAP NW Dev Studio

Databases• Apache Derby• IBM DB2• Microsoft SQL Server• Oracle• PostgreSQL

Video Portals• Alcatel• Genesys• HP• NMS• Voxpilot

Business Intelligence• Business Objects• Cognos• MicroStrategy

• Oracle AS•JBoss

Phone Application Server

SOA-based Hub for Phone Self-Services


Thank You!

Questions & Answers?!

Alignment (horizontal /

vertical): in center!

EMEA Office

VoiceObjects AG

Friedrich-Ebert-Strasse51429 Bergisch Gladbach

Phone +49 (2204) 845-100Fax +49 (2204) 845-101

US Headquarters

VoiceObjects, Inc.

1875 South Grant StreetSan Mateo, CA 94402

Phone (650) 358 2500Fax (650) 358 2501

This document and its content is confidential and was created for the sole use of the intended audience. It is not complete unless supported by the underlying analyses and oral presentation of VoiceObjects AG. It may not be reproduced, disclosed or passed on to third parties except with the explicit prior consent of VoiceObjects AG.

Email: [email protected]

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