1 / 19

Michael Codini Chief Technology Officer

Bridging IT & Telephony: Integrating Speech Applications with Enterprise IT Assets. Michael Codini Chief Technology Officer. AGENDA. Voice market in transition Integration with an enterprise’s IT infrastructure Role of service-oriented architecture (SOA)

savea
Download Presentation

Michael Codini Chief Technology Officer

An Image/Link below is provided (as is) to download presentation Download Policy: Content on the Website is provided to you AS IS for your information and personal use and may not be sold / licensed / shared on other websites without getting consent from its author. Content is provided to you AS IS for your information and personal use only. Download presentation by click this link. While downloading, if for some reason you are not able to download a presentation, the publisher may have deleted the file from their server. During download, if you can't get a presentation, the file might be deleted by the publisher.

E N D

Presentation Transcript

  1. BridgingIT & Telephony: Integrating Speech Applications with Enterprise IT Assets Michael CodiniChief Technology Officer

  2. AGENDA • Voice market in transition • Integration with an enterprise’s IT infrastructure • Role of service-oriented architecture (SOA) • Keeping your application portable between IT assets • Separation of your call flow and your business logic • The case for Phone Application Server • Q & A

  3. Voice Market in Transition Tipping Point 800,000 700,000 600,000 500,000 400,000 300,000 200,000 100,000 0 2004 2005 2006 2007 2008 2009 Total IVR Port Shipments Total Voice Portal Port Shipments Source: Gartner Dataquest (March 2006)

  4. Voice Market in Transition PROPRIETARY OPEN

  5. Voice Market in Transition Tools Legacy PROPRIETARY OPEN

  6. Voice Market in Transition Tools Best-of-Breed Legacy Commodity PROPRIETARY OPEN

  7. Voice Market in Transition SingleTechnology Stack SingleService Network Tools Best-of-Breed Legacy Commodity PROPRIETARY OPEN

  8. A Fundamentally Different View SingleTechnology Stack SingleService Network • 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 • Expect heterogeneity • Commit to open standards and leverage the R&D of the industry • Unlock your existing IT investments • Delivering IT Innovation must be an organizational core-competency

  9. Business Challenges • Increase operational efficiency • Leverage productivity from existing systems and IT assets • Streamline and optimize business processes • 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 visibilityinto and across the business • Provide customer specific views of processes and information • Remember Me • Adapt to Me • Never Fail Me • While … Achieving faster time to value

  10. IT => Service Oriented Architecture • Interoperable, standards-based services => Web Services • Service orchestration • Repeatable business processes • Enables horizontal and vertical business processes • Composite application building via modelling instead of coding

  11. IT => Service Oriented Architecture

  12. Telephony => Silos of Frozen Assets System A System C System B CRM ERP DB

  13. Example: Silos of Carrier Services Directory Assistance Service Portals 3rd-Party Content Messaging Entertainment Personal Address Book Ringtones Customer Care DSL Music/video Mail Box (voice, email, video, IM) Name Dialing TV Games Value-Added Services Personal Assistant Other

  14. IMS XML SOA VoIP Web Services Example: Carrier Phone Portal Personalization Cross-sell/upsell User generated content Self-provisioning Voice Text Mobile Web Video Unified Customer Experience Directory Assistance Service Portals 3rd-Party Content Messaging Entertainment Personal Address Book Ringtones Customer Care DSL Music/video Mail Box (voice, email, video, IM) Name Dialing TV Games Value-Added Services Personal Assistant Other

  15. SOA-based Hub for Phone Self-Services • Voice Portals • Avaya • Cisco • Genesys • Nortel • Application Servers • Apache Tomcat • BEA WebLogic • IBM Websphere • SAP NetWeaver • Oracle AS • JBoss • Video Portals • Alcatel • Genesys • HP • NMS • Voxpilot • CRM Systems • Microsoft • Oracle/Siebel • SAP • Salesforce.com • Databases • Apache Derby • IBM DB2 • Microsoft SQL Server • Oracle • PostgreSQL • Speech Engines • IBM • Microsoft • Loquendo • Nuance • Telisma Phone Application Server • Eclipse based IDEs • BEA Workshop • IBM Rational • Eclipse Platform • SAP NW Dev Studio • Business Intelligence • Business Objects • Cognos • MicroStrategy

  16. The Case for a Phone Application Server VoiceObjectsAnalyzer Reporting 3rd Party IDEs 3rd Party Reporting Tools Voice, Video Device ASR, TTS, Call ControlVoiceXML IVR VoiceObjectsDesktop IDE Dialog Statistics Media Platform Driver VoiceObjectsPhone ApplicationServer Web Service API Dialog Flow Connector Framework Service Creation Environment Service Execution Environment Service Analysis Environment Back-end Systems Legacy | CRM | ERP

  17. The Case for a Phone Application Server Project Documentation OA&MInterfaces Grammar Development & Tuning Dialog Flow Development Ânalytics Prompts & Media Management Testing Integration Backend & CTI VoiceObjectsServer

  18. Thank You! ?! Questions & Answers

  19. EMEA Office VoiceObjects GmbH 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) 288 0299Fax (650) 525 9414 Email: mcodini@VoiceObjects.com 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.

More Related