Voice XML Solutions Tools A Vendor Perspective

Voice. XML Solutions & Tools A Vendor Perspective for NMS Developers Kristen Axline, Director of Business Development, Edify David Asher, Director of Product Marketing, NMS

Agenda l Voice. XML Overview — Edify n n n l l Customer benefits Developer benefits Industry benefits A smooth transition to Voice. XML — NMS Voice. XML Tools and Applications — Edify 2

Why Voice. XML Matters l Voice has always been an extension of the enterprise application and data infrastructure n l Proprietary technology is an obstacle to evolution n n l Voice self-service replicates information and transaction functionality from environments such as Siebel and SAP Restricts knowledge base (tools, training and technique don’t cross vendor lines) Thwarts “best-in-class” multi-vendor approach to solutions Development standards promote evolution n n Nurtures breadth and depth in skills that are reusable and transferable Supports robust “mix-and-match” solutions with most precise fit-to-purpose Y O U S P E A K. W E D E L I V E R. 3

Customer Benefits of Voice. XML The Enterprise Voice Portal Vo. IP PSTN l 3 rd Edify or Party Voice. XML Browser n Voice. XML 3 rd Party Tools (eg Audium, Fluency, Scan. Soft, Tu. Vox, Voice. Objects) n l Edify Voice Application Server App Modeler & Runtime 3 rd Party Applications (eg Apptera, Datria, Scan. Soft) Y O U S P E A K. W E D E L I V E R. Edify Custom Speech Applications & Components (e. g. , ABN Amro, BMW, DHL, GE, Sears, SONY, Ticketmaster) 4 Less platform dependence, less repeat engineering = more time for net-new Applications can be evergreen and mature over time (vs. forklift end-of-life) Vendor choice n n l Edify Commercial Applications & Components (e. g. , Edify Voice Banking, Edify Product Support, Edify Call Routing, Edify Entity Locator) Application quantity and quality Quality and fit (+ price & relationship) drive decision Proprietary lock-ins or lock -outs become irrelevant Self-sufficiency & ondemand service creation n n Customers can acquire and leverage voice skills Understanding encourages

Developer Benefits of Voice XML Reusable Skills & Applications Any Voice. XML tool and application Third Party Tools (Audium, Tuvox, Voice Objects, etc. ) TELEPHONY INTERFACE (Voice. XML Browser) Voice. XML Any Voice. XML browser from Edify, Genesys, Inter. Voice, Voice Genie or Others Third Party Applications (Apptera, Flexpaks OSDMs or Speech. Paks, Edify’s Packaged Applications (Edify Voice Banking) Edify Voice Studio and Voice Application Server l One skill set drives all VOICE APPLICATIONS — regardless of browser, app or tool vendor l We need more and better voice applications to meet mainstream demand strong growth l Convergence is an opportunity to demonstrate your unique value and domain expertise — voice apps aren’t web apps. . . And telephony skills still matter Y O U S P E A K. W E D E L I V E R. 5

Industry Benefits of Voice. XML Leverage Data & Web to Build Voice Channel l The voice channel has the potential to transform business the way that the web did Voice remains the most natural human interface — and the most preferred Massive enterprise network infrastructure exists — and voice can leverage it fully Web & Voice: Naturally Aligned and Complimentary Web Elements Voice Elements Thin Client GUI Extends Reach of IS Network Delivery Applications Business Logic Backend Integration Development Standards Thin Client VUI Extends Reach of IS Network Delivery Applications Business Logic Backend Integration Development Standards Extend information systems to include both voice and the web to improve productivity, lower costs and increase user and customer satisfaction. Y O U S P E A K. W E D E L I V E R. 6

Getting To Voice. XML A Smooth Transition from Where You Are Today www. nmscommunications. com 7

A Big Step? l Voice. XML can be a totally new experience n l New products, new markets Or — an extension to your existing application n n n Add new functionality, faster Make fast changes to deployed applications Allow for customer and third-party extensions Transition to new rapid development tools Offer open standards to your customers Incorporate multimedia (video + audio) www. nmscommunications. com 8

Sample Code — Dialog Design Source: Speech Objects, Voice. XML White Paper Nuance Communications, 2000 www. nmscommunications. com 9

Sample Code — Voice. XML Script Voice. XML Version Voice. XML Field Name Play Prompt Grammar to Load, and Type Load Next Voice. XML Document Source: Speech Objects, Voice. XML White Paper Nuance Communications, 2000 www. nmscommunications. com 10

Your Application Today… Application (today) API NCC (ISDN) Natural Access + Fusion PCI PST N T 1/E 1 www. nmscommunications. com NMS CG Board 11

Your Application + Voice. XML Vision Voice. XML Server RTP Application + Voice. XML SIP API NCC (SIP) NCC (ISDN) Natural Access + Fusion PCI PST N T 1/E 1 www. nmscommunications. com NMS CG Board 12

Natural Call Control + Voice. XML Sample Call Flow, Simplified Application Natural Access + NCC ncc. Answer. Call (ISDN) Voice. XML Server ISDN Call Traditional Application Processing Decision: Switch to Voice. XML ncc. Place. Call (SIP) SIP INVITE Build Fusion GW Channel RTP Connection New Voice. XML Application Processing SIP BYE NCC: CALL DISCONNECTED (SIP) Tear Down Fusion Channel Traditional Application Processing NCC: CALL DISCONNECTED (ISDN) www. nmscommunications. com ISDN Call Hangup 13

Getting Started l www. nmscommunications. com n n l Software downloads — free evaluation software SIP gateway sample code www. voxbuilder. com n Public service — tutorials, free and paid hosting for your first Voice. XMLprogram www. nmscommunications. com 14

Voice. XML isn’t Perfect Yet, But You Should Still be On-Board l Early days yet — 2. 0 is current standard n n l Backend integration is not addressed n n l More examples every day, but still not enough to form a clear picture of best practices Standard is defined but immature (2 GL will mature to 4 GL) Voice applications are an extension of backend application and data, NOT the telephony infrastructure Hand-written Java connectors are typically not reusable — which is contrary to a principal value of Voice. XML Like web, often part but not all of the code base n n E. g. , more C++ than Java on the web even today Markup language is only a piece of the whole — content and work is still on the development side, whether it’s web or voice Y O U S P E A K. W E D E L I V E R. 15

Enterprise Voice Applications Design, Development & Deployment VOICE SERVICES CHALLENGES DEPLOY, MODIFY AND EXTEND § Separate data, process & flow so each can flexibly evolve § Single collaborative environment for designers, developers & administrators with a “view” for each role to enable VOICE USER INTERFACE DESIGN APPLICATION FLOW AND FUNCTIONAL ARCHITECTURE § Balance of “quality and speed” supported by tools that promote reuse and structure CREATE DATA AND PROCESS OBJECTS BUSINESS LOGIC AND PROCESS INTEGRATION l Consistent reusable access to applications and data infrastructure DATA TRANSFORMATION SERVICES FOR USE OF DATA IN APPLICATION l Data transformation for usability across application structure CONNECT TO DATA SOURCES AND GATHER DATA l Heterogeneous technology silos with key data across IT infrastructure

What to Look for in a Tool l Web affinity that doesn’t come at the expense of voice quality n n l Reusability across platforms and projects n n l vi, jsp, asp and notepad are great for static “Hello World”, but no substitute for real voice application design technology Voice. XML is marginally addressed in web tools today — but stay tuned because this is the evolution this decade Cross-platform access is a fundamental value of Voice. XML — without it, it’s just a nicer way to stay proprietary Cross-project is the only way to build a rich library of functional components Best practices n Built on the experience of actually doing the job, not interest in tools as ends themselves Y O U S P E A K. W E D E L I V E R. 17

Contact Center l Last bastion of metered usage based on huge sunk costs l Saving seconds means lower costs to operate the call center and higher caller satisfaction through better service l Voice. XML goes hand-in-hand with speech l Save seconds by updating touchtone applications with speech to flatten menus and save time l Add call routing to save more time and improve caller satisfaction even further Y O U S P E A K. W E D E L I V E R. 18

Self-Service HR l Already a significant market for Edify, standards-based applications and hosting options will make it easier for companies of any size to adopt this technology n n l l Not just healthcare and retirement accounts — password reset, a mundane but chronic problem, can be automated within this solution SBC. . . Voice transactions are immune to viruses and phishing — and readily available technology such as speaker verification can make eavesdropping unproductive Employees at every skill level have telephone access — and employers who limit on-the-job internet access can still enjoy the productivity and cost-savings benefits of a self-serve system Y O U S P E A K. W E D E L I V E R. 19

Guys in Trucks with Cell Phones l Field service continues even in the automated world we live in l Complex back-end applications built on Oracle, SAP and other enterprise technologies drive the logic of field service. . . But training costs for the field staff are prohibitive (and so are the client devices needed to use these applications), so transcription of paper persists l Voice applications make it easy for field service reps to use cheap cell phones with cheap plans to communicate directly with complex backend systems to obtain and file tickets without costly training or middle-man transcription Y O U S P E A K. W E D E L I V E R. 20

A Little About Edify l A leading (NMS=based ☺) speech solution since 1992 l l Only independent Gartner Top Right supplier 2, 000+ deployments worldwide l Open standards on proven technology l l Robust platform (VXML 2. 0 certified) Tools (design & development), Packaged applications Design and development skills comprehensive l For details see www. edify. com l l Y O U S P E A K. W E D E L I V E R. 21 high RE-USE

Edify Voice Studio Enterprise Speech Applications Development VOICE SERVICES CAPABILITIES “The release of Voice Studio has just made speech application DEPLOY, MODIFY AND EXTEND development faster, and more efficient. Through collaboration, VOICE USER INTERFACE DESIGN code reuse, and easy modifications, Voice Studio APPLICATION FLOW AND FUNCTIONAL ARCHITECTURE CREATE DATA AND PROCESS OBJECTS BUSINESS LOGIC AND PROCESS INTEGRATION DATA TRANSFORMATION SERVICES FOR USE OF DATA INAPPLICATION INTEGRATE TO DATA SOURCES AND GATHER DATA allows companies to build high quality, high value voice and speech self service applications that callers will love – and that can be quickly modified to respond to changing needs now and in the future. ” Mitch Mandich, President and CEO of Edify

Edify Voice Studio Architecture l Reuse and change management n n l Application and data integration n n l n W E D E L I V E R. 23 Integrates seamlessly with any application and data source Backward chaining Speed through collaboration n Y O U S P E A K. Build objects once, re-use many times, and modify and extend quickly and easily Evergreen, high-quality, highvalue voice self-service applications Developers, designers, project managers and administrators work together from the outset Simultaneous execution means faster time to solution

Edify Voice Studio Special NMS Developer Offer l A hosted site for developer partners will be introduced in mid. December n n l l l No software or hardware to purchase and install Great way to get hands-on experience with Voice. XML, Salt and Edify Web-based training — a requirement to obtain access to the site — will be available in mid-November A special offer for developers who attend this session is free access to the training and a 90 -day subscription to the hosted site Please register by visiting : http: //www. edify. com/marketing/nms_devcon_tool_hosting_offer _registration. cfm Y O U S P E A K. W E D E L I V E R. 24

Questions? Contact Info: kristen. axline@edify. com david_asher@nmss. com