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Collaborative Customer Relationship Management (CCRM) User Group November 4th

Collaborative Customer Relationship Management (CCRM) User Group November 4th. Agenda. Introductions Mission statement Discussion : Implementing VoiceXML Future Meetings. Introductions. John Rief Knowledge Consultant 7 years with Ambient Consulting 10 years voice response experience.

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Collaborative Customer Relationship Management (CCRM) User Group November 4th

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  1. Collaborative Customer Relationship Management (CCRM) User Group November 4th

  2. Agenda • Introductions • Mission statement • Discussion: Implementing VoiceXML • Future Meetings

  3. Introductions John Rief Knowledge Consultant 7 years with Ambient Consulting 10 years voice response experience

  4. Mission Statement “To share knowledge and discuss topics and techniques which enables us to meet customer and corporate objectives through the creation and use of contact center channel solutions”

  5. VoiceXML: Introduction • Overview • Infrastructure • Setup • Tools • Examples • Troubleshooting • Implementation Choices • Tools • Resources

  6. VoiceXML: Common Infrastructure

  7. VoiceXML: System Setup • Installed Tomcat Server (application server) • Installed Java IDE • Created and configured BeVocal account • Configured PC and Firewall

  8. VoiceXML: Development Tools • Text Based • Basic • Examples: Notepad • VoiceXML IDE • VoiceXML awareness • Examples: GenieIDE • VoiceXML GUI IDE • Drag & Drop VoiceXML • Examples: Avaya IVR Designer • Non-VoiceXML IDE • Hand written components • Examples: Java, .Net • VoiceXML Integrated IDE • Drag & Drop VoiceXML and Integration (plug-ins) • Examples: IBM VoiceToolkit, Avaya Speech Application Builder, Nuance VBuilder, VoiceGenie GenieBuilder

  9. VoiceXML: Hello World Example HTML <html> <body> Hello World! </body> </html> VXML <?xml version="1.0" ?> <vxml version="2.0“> <form id="hello"> <block> Hello World! </block> </form> </vxml>

  10. VoiceXML: Form Example <html> <body> <form id = "color" action="next.html" method="get"> What is the color of the Sky? <select name = "skyColor"> <option>blue</option> <option>red</option> <option>green</option> <option>yellow</option> </select> What color is grass? <select name = "grassColor"> <option>blue</option> <option>red</option> <option>green</option> <option>yellow</option> </select> </form> </body> </html> <?xml version = "1.0"?> <vxml version="2.0“> <form id = "color"> <field name = "skyColor"> <prompt>What color is the Sky?</prompt> <grammar type = "application/x-nuance-gsl"> [blue red green yellow] </grammar> </field> <field name = "grassColor"> <prompt>What color is grass?</prompt> <grammar type = "application/x-nuance-gsl"> [blue red green yellow] </grammar> </field> </form> </vxml>

  11. VoiceXML: Integration Example <% // open file java.io.FileReader fileReader = new java.io.FileReader( "\\temp\\ccrm.txt" ); // read from file char[] buf = new char[64]; int numChars = fileReader.read( buf ); String myString = new String(buf, 0, numChars); %> <?xml version="1.0" ?> <!DOCTYPE vxml PUBLIC "-//BeVocal Inc//VoiceXML 2.0//EN" "http://cafe.bevocal.com/libraries/dtd/vxml2-0-bevocal.dtd"> <vxml version="2.0" xmlns="http://www.w3.org/2001/vxml"> <form id="hello"> <block> <prompt> <%= myString %> </prompt> </block> </form> </vxml>

  12. VoiceXML: Troubleshooting • VoiceBrowser (IVR) • Application Server • Integrated Systems • Database (Oracle, MS SQLServer) • Enterprise Applications (SAP, Siebel) • Speech Servers (TTS, NLSR) • CTI Servers

  13. VoiceXML: Q&A For more information see: www.3c.org/Voice www.VoiceXMLForum.org

  14. Future Meetings • Logistics: venue • Collaborative: other presenters • Topics • Effective voice applications: designing dialogs, grammar tuning • Usability testing • CTI • Security • New Users

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