Voice Portal Customer Presentation for The Dialogues Spotlight Colloquium

1. Voice PortalCustomer Presentation for The Dialogues Spotlight Colloquium Name : Kevin Quinn Date : 22/03/01 kquinn@nortelnetworks.com

2. Agenda What is a Voice Portal? Customer Requirements Nortel�s Voice Portal Solution Strategy Components Implementation Partnerships Benefits of Nortel solution

3. Nortel Networks MissionDeliver greater value to our customers The High Performance Internet We�re focused on four key technology building blocks to address these new Internet drivers, and in the process are unleashing the value of the high-performance Internet. All of our key, high-growth products now revolve around these elements. It starts by building intelligent optical networks as the high speed, highly reliable, and scalable foundation of the Internet. We have over 80 percent share in the highest speed 10 gigabit optical backbone systems that make the Internet possible. The Optical Internet had reduced the cost of carrying information across North America by 99 percent in the last 10 years. We didn�t think that was good enough, so the pace that we�re setting for our industry is 99 percent every five years, and it�s that pace that explains why customers to come to us for their networks. Each working day we go around the world once with our fiber-optic systems. About 75 percent of all Internet traffic in North America, and 50 percent in Europe, ride over our optical systems. We�re also leading in the delivery of high-speed local Internet access to everyone by driving the development of all the different means of linking up to the Net. This includes bringing optical, as well as wireless, copper, and cable solutions right to your office and home. Third, we�re embracing the Wireless Internet revolution � the next big event � so the Internet can follow you everywhere. The Wireless Internet is set to explode at the tail end of this year and the start of next year. We�re making it happen by bringing down the cost of sending mobile data around the globe and building the third-generation Wireless Internet infrastructure that will support the multiple Internet appliances that people will use as the Internet follows them. And finally, when it comes to eBusiness, we�re creating new applications and services that connect businesses with their customers, employees, partners and suppliers to deliver a higher return on customer relationships. This is where service providers like many of you here today will make your profits � by hosting these new applications. We�re leading the way with innovative and value-added services and applications such as bringing call centers and the web together to provide a new standard in customer relationship management. The High Performance Internet We�re focused on four key technology building blocks to address these new Internet drivers, and in the process are unleashing the value of the high-performance Internet. All of our key, high-growth products now revolve around these elements. It starts by building intelligent optical networks as the high speed, highly reliable, and scalable foundation of the Internet. We have over 80 percent share in the highest speed 10 gigabit optical backbone systems that make the Internet possible. The Optical Internet had reduced the cost of carrying information across North America by 99 percent in the last 10 years. We didn�t think that was good enough, so the pace that we�re setting for our industry is 99 percent every five years, and it�s that pace that explains why customers to come to us for their networks. Each working day we go around the world once with our fiber-optic systems. About 75 percent of all Internet traffic in North America, and 50 percent in Europe, ride over our optical systems. We�re also leading in the delivery of high-speed local Internet access to everyone by driving the development of all the different means of linking up to the Net. This includes bringing optical, as well as wireless, copper, and cable solutions right to your office and home. Third, we�re embracing the Wireless Internet revolution � the next big event � so the Internet can follow you everywhere. The Wireless Internet is set to explode at the tail end of this year and the start of next year. We�re making it happen by bringing down the cost of sending mobile data around the globe and building the third-generation Wireless Internet infrastructure that will support the multiple Internet appliances that people will use as the Internet follows them. And finally, when it comes to eBusiness, we�re creating new applications and services that connect businesses with their customers, employees, partners and suppliers to deliver a higher return on customer relationships. This is where service providers like many of you here today will make your profits � by hosting these new applications. We�re leading the way with innovative and value-added services and applications such as bringing call centers and the web together to provide a new standard in customer relationship management.

4. Building Blocks for eBusiness Highlight Voice Portal Branded customer experience for Voice Services Maintain context across multiple applications Support customer preferences for interaction format Make interaction fast, direct and complete � Highlight Voice Portal Branded customer experience for Voice Services Maintain context across multiple applications Support customer preferences for interaction format Make interaction fast, direct and complete �

5. Forrester Research Voice applications are ``the single biggest opportunity to profit and enhance customer relationships'' for enterprises and service providers

6. The Voice Portal Concept

7. Market Drivers Growth of the internet Growth of wireless telecommunications Convergence of web and telephony VoiceXML - voice-enabling the web Vast improvement in speech recognition technology Wireless competition � need to differentiate Consumer demand

8. What Services are Needed? Personalised Email reading Contact List Voice Activated Dialling Favourite voice sites Location based Directions Traffic Local services, restaurants What sort of services are the best to deliver through the Voice Portal. Everyone has their own ideas. From experience from WAP the most successful services are those related to staying in touch whilst on the move and getting assistance whilst on the move.What sort of services are the best to deliver through the Voice Portal. Everyone has their own ideas. From experience from WAP the most successful services are those related to staying in touch whilst on the move and getting assistance whilst on the move.

9. Voice Portal � The Value Proposition

10. What Service Providers Want��. Short �time to market� - able to create and modify services quickly Scalable in terms of services & callers Ease of management Carrier grade reliability Predictable Performance Access to a wide range of content What does the Voice Portal need to do What does the Voice Portal need to do

11. The Challenges Speech User Interface is critical Multiple components of a Voice Portal solution MUST be integrated Connectivity with diverse range of content Voice Activated Dialing, e-mail, information services from Web, Wap, etc. Takes experience to tune and perfect a Voice Portal Multiple skills are needed: linguistics, speech recognition, application design, systems integration and artistic content It�s Not Easy!

12. Customer Requirements Support multiple and best of breed recognition engines Isolate application development from specifics of speech technology Provide a service creation environment to support customisation Provide performance monitoring to assure high quality user experience

13. Voice Portal Platform Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform. Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform.

14. Range of best in class products supported Integrated into the platform Controlled by the IVR application Supported by PeriProducer Active & efficient management of resources ASR and TTS resources shared between voice channels Speech Recognition supports Barge-In Advanced Speech Processing Speech recognition products we support include Nuance, Philips, ��.. These are integrated into the platform and accessed from the application independent of the specific recogniser being used. This means that the recognition engine can be changed without the need to change the application.Speech recognition products we support include Nuance, Philips, ��.. These are integrated into the platform and accessed from the application independent of the specific recogniser being used. This means that the recognition engine can be changed without the need to change the application.

15. Voice Portal Platform Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform. Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform.

16. Voice Portal Platform Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform. Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform.

17. Voice Portal Platform Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform. Our Voice Portal solutions are based upon the Periphonics VPS/is platform. The speech recognition, telephony � i.e. the connection with your network � and text to speech capabilities are an integral part of the platform.

18. Platform Advantages Proven in the most demanding, mission critical installations Client/server architecture High performance Sun RISC processors Single or multiple processors Standards based - SCSI, Ethernet, unmodified UNIX Industry standard UNIX (or NT) � Solaris - the most advanced and accepted version GUI tool set � development, audio, network management Modular growth � 30 to thousands of ports

19. Voice Portal Tools On top of the Periphonics IVR we add speech navigator. In principle Speech Navigator provides the means by which the caller interacts with the system and controls what actions are taken based upon what the caller says.On top of the Periphonics IVR we add speech navigator. In principle Speech Navigator provides the means by which the caller interacts with the system and controls what actions are taken based upon what the caller says.

20. Speech Navigator To understand what the speech navigator does let us first look at the how you could navigate through a voice portal to find the horoscope for a male virgo.To understand what the speech navigator does let us first look at the how you could navigate through a voice portal to find the horoscope for a male virgo.

21. Enhancing the User�s Experience But as you get to know the system you can say more with your first statement and Speech Navigator will take the shortest route to the service or information requested. Show natural language NOT Keyword �I�d like the Horoscope Service� Enhanced experience �Can I have the horoscope for a male capricorn?� It completes requests �Can I have the horoscope for capricorn� �What gender?� But as you get to know the system you can say more with your first statement and Speech Navigator will take the shortest route to the service or information requested. Show natural language NOT Keyword �I�d like the Horoscope Service� Enhanced experience �Can I have the horoscope for a male capricorn?� It completes requests �Can I have the horoscope for capricorn� �What gender?�

22. Speech Navigator - Structure If we look at the role of the Speech Navigator in delivering that services. If we look at the role of the Speech Navigator in delivering that services.

23. Voice Portal Components Speech Navigator comes with templates and ICONS to reduce the time to add new services and also to reduce the training time and experience required for the developers.Speech Navigator comes with templates and ICONS to reduce the time to add new services and also to reduce the training time and experience required for the developers.

24. Speech Navigator Template

25. Voice Portal Components

26. Voice Portal Components

27. Voice Portal Components

28. Voice Portal Components

29. Example: Voice Enabling WAP Lets look at how we have used the Voice Portal These services are driven through a series of menus From each one you select the next one until you get to the text. Lets use the television listings service - this service�������. Low take up of WAP, DT say 1 per month per user. Other figures support this. We have been working on voice enabling a WAP service to make it easier, more convenient and more pleasant to useLets look at how we have used the Voice Portal These services are driven through a series of menus From each one you select the next one until you get to the text. Lets use the television listings service - this service�������. Low take up of WAP, DT say 1 per month per user. Other figures support this. We have been working on voice enabling a WAP service to make it easier, more convenient and more pleasant to use

30. Enhancing the User�s Experience We can navigate to WML pages in two ways. We can navigate through the WML pages. In these cases we will understand what the next menu is when we arrive at it. The caller can�t jump ahead. We can also navigate to the same lower level pages using Speech Navigator. This will allow the benefits of the Speech Navigator in terms of natural language understanding and the enhanced navigation facilities. We end up at the same WML pages. You can combine these but need to be careful to ensure that it doesn�t make the system too complicated. We can navigate to WML pages in two ways. We can navigate through the WML pages. In these cases we will understand what the next menu is when we arrive at it. The caller can�t jump ahead. We can also navigate to the same lower level pages using Speech Navigator. This will allow the benefits of the Speech Navigator in terms of natural language understanding and the enhanced navigation facilities. We end up at the same WML pages. You can combine these but need to be careful to ensure that it doesn�t make the system too complicated.

31. Email We can access email through the PC, WAP or voice phones. The email functionality available is Read Reply with Template Reply with WAV file Forward Delete Previous/ Next / Repeat Emails can be accessed via the PC, Voice phone or WAP phone The demonstration will access to emails on an Exchange server using IMAP4We can access email through the PC, WAP or voice phones. The email functionality available is Read Reply with Template Reply with WAV file Forward Delete Previous/ Next / Repeat Emails can be accessed via the PC, Voice phone or WAP phone The demonstration will access to emails on an Exchange server using IMAP4

32. Voice Activated Dialling Show that VAD will use default number or you can override itShow that VAD will use default number or you can override it

33. Solution Implementation Project Lifecycle � manage quality, risk and time Service Creation � early recognition and correction of problems in service concept Performance Analysis and Tuning � improve accuracy of recognition

34. Project Life Cycle

35. Service Creation Process

36. Performance Analysis & Tuning

37. Speech Recognition: Nuance,Phillips TEMIC, CSELT, InfoTalk, BBN, Several Others. Speaker Verification: T-Netix, Veritel, Nuance Speech Synthesis: AcuVoice, L&H Natural Language Understanding: Nuance, Unisys

38. Resources - Nortel and its Partners Advanced Speech Processing Group Consulting Partners, e.g. Centre for Communication Interface Research European Speech Recognition Development Centres in Germany, Ireland and United Kingdom European Project Implementation Teams based in offices in Germany, Holland, Italy, United Kingdom Speech Recognition Partners

39. Customers Relying on Nortel Networks

40. Nortel Networks� Track Record in Large Vocabulary Recognition 40+ Applications 30+ Installations 12 Countries 12+ Languages

41. Nortel Networks - The Right Partner

42. Discussion & Questions