voxeo summit day 2 - voxeo cxp - ivr on steroids
TRANSCRIPT
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Drew Allen
Senior Trainer, Voxeo University
Voxeo CXPIVR on Steriods
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CXP makes it easy for you to design, develop, and deploy self service applications in a way that allows your customers to choose their method of communication.
• Voice, Mobile Web, SMS/Text channels
Reduce cost of ownership• Mature suite of tools• Enables collaboration among team members• Triple Cloud
Business Proposition
How you ask?
Business Proposition
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CXP for Development• Personalization through layers reduces development time
and complexity
“The layer concept in CXP gives a tremendous amount of flexibility. My team is much more efficient since moving to CXP.” Richard Wager, Rapid Response
• Mature Application Life Cycle Suite
• Rapid Prototyping allows for multiple teams to share projects, e.g., Dialog flow vs. Grammar design.
• Reusability uses one object in multiple flows relieving the need to recreate those dialog steps
• Speed to Deployment cut by 25%-40%
“I’ve been using CXP for 2 years, compared to our previous platform, Time to development is often reduced allowing us to provide faster turn around and better code” Liz Dela Mora, VoiceNet Interactive
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Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere
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Defined once
Applied everywhere
Reused
PersonalizationLayer concept for dynamic, personalized dialogs • across multiple channels and languages • for different customer categories,
values, preferences, transaction history, …
Reusability• Modularization facilitates team
collaboration and maintainability• Organize frequently used objects in
shared libraries
Consistency• Inherit generic functionalities such as
navigation commands and event handling to ensure a consistent VUI
Development Productivity
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Appl.Logic
Dialog step generated for …
Lisa
BenPhone App.Logic
Presentation Layers
Lang
uage
Engl
ish
Span
ish
Expe
rienc
e
Novice
Power
Custo
mer
Plat
inum
Gold
Silver
Efficient management of dynamic, personalized applications
Layers Manage ComplexityFeatures• Adapt system responses
at call time• Examples:
• Multi-persona design• Multiple languages• Caller history• Customer status• Voice / DTMF
Benefits• Keeps development and
maintenance costs down!• Simplifies management of
complex services
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Silos
Increase Productivity and Reduce Costs with CXP
Resourcesrequired to:• Design• Develop• Deploy• Maintain• Document• Analyze• Test
Tools to develop:• VXML Dialogs• SMS/Text• Mobile Web• Prompt Design• Dynamic Dialogs• Industry leading
Analytics
Multiple tools to build one application across channels
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Apps
VoiceXML
ServiceCreation
InteractiveVoice/VideoResponse
Stats Apps Stats
InteractiveMobile WebResponse
WebApplicationServer
Mobile Web
ServiceCreation
InteractiveSMS/TextResponse
Stats
SMS/Text
ServiceCreation
Apps
SMS/TextApplicationServer
VoiceApplicationServer
Backend SystemsLegacy Data | CRM | ERP | Billing | Content
8More VoiceObjects Architecture
Multi-Channel Support – Dissolving Silos
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Multi-Channel Support – Dissolving SilosReduced expenditures to maintain tools
9More VoiceObjects Architecture
Apps
VoiceXML
ServiceCreation
InteractiveVoice/VideoResponse
Stats
InteractiveMobile WebResponse
Mobile Web
InteractiveSMS/TextResponse
SMS/Text
CXP
Backend SystemsLegacy Data | CRM | ERP | Billing | Content
+ Analytics
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CXP Analyzer
Grammar IDE
Debugger, Trace Viewer,
Phone-less testing,Load Testing
Project Documentation
Storyboard Manager
CXP Developer
CXP Commander
Application Lifecycle Management
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CXP Analyzer
Pre-built reports Reporting engine with
drilling, slicing & dicing … Integration with CTI & CRM
Need reports for developers, administrators and business,and in-depth analysis tools?
InfostoreCXP Developer
Back-End SystemsLegacy | CRM | ERP
Voice, VideoDevice
AppsConnector Framework
ASR, TTS, Call Control VoiceXML Browser
Media Platform Driver
CXP Server
Application Lifecycle Suite - Architecture
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CXP for Deployment
• Operate applications on multiple dissimilar media platforms in parallel
• Easier Migration• Capacity Planning• Redundancy, Failover
• Central OA&M on Server Clusters• Operate multiple machines from a single
Virtual Command Center
• Safety features• One-click hot deployment & rollback
• Administrative reports• Real Time Monitoring and notifications
through SNMP, E-Mail and Web Services
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• Media Platform Drivers
• Operate applications on multiple dissimilar media platforms in parallel making migrating easier
Design Once – Deploy Anywhere
Maximum Flexibility, Minimum Risk
CXP Server
Media Platform Driver
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Using Multiple Media Platforms
Apps
VoiceObjectsPhone Application
Server
IVR 1VoiceXML Browser
Statistics
On Premise
Driver 1
Operating multiple dissimilar media platforms on premise
IVR 2VoiceXML Browser
Driver 2
IVR 3 VoiceXML Browser
Hosted
Internet (https, VPN)
Operating dissimilar media platforms on and off-premise
Driver 3
TelephonyNetwork
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Back-end Integration Methods
• Seamless, flexible integration of business logic and data
• Standards based
XML data
(or simple post)
Server sideCGI Scripts(JSP, ASP,
Perl, PHP,...)
Server sideCGI Scripts(JSP, ASP,
Perl, PHP,...)
HTTPConnector
HTTPConnector
......
RDBMSRDBMS
J2EEJ2EEJava RMI
JDBC
…
.NET remoting
RFC
MQ
SAP BAPIsSAP BAPIs
MQ SeriesMQ Series
.NET.NET
JavaConnector
JavaConnector
DBConnector
DBConnector
WebServices
WebServices
Web ServiceConnector
Web ServiceConnector
SOAP or
RESTful
CXPServer
ConnectorFramework
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CXP for OA&MCXP for OA&M
Virtual Control Center• Number of sessions• Session by Service• Session duration• Status, active, finished,
rejected, aborted
Real Time Monitoring• SNMP• Email• Web Services
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Cool new FeaturesCool New Features
BUI – Business User Interface• Allow business users to make changes
without a developer• Make changes to individual objects
based on a multitude of reasons
HSA – Hostspot Analytics• Allow developers to see real time
analytics giving them more control and better insight
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Give Business Users Control
Change PromptsEnable AnnouncementsSet Business HoursConfigure Transfer NumbersRe-order Menu ItemsEnable Marketing Campaigns…
BUI (Business User Interface)
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• Performance metrics with threshold reporting
• Available Metrics• ASR
performance• Menu choices• Task completion
• Trend Analysis 19
Hotspot AnalyticsDevelopers get real-time insight into service usage and caller experience
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Business Tasks with bad performance are
highlighted
Drill-down by failure type
Hotspot Analytics
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Try CXP for FREE!
http://voxeo.com/FREE/