Transcript Slide 1

On-Demand Speech IVR Applications
Deliver Speech IVR Applications Quickly and Cost Effectively
M. Mobeen Khan
COO
Metaphor Solutions
Speechtek 2007
San Francisco
Agenda
Speech IVR Application Delivery Process
Speech IVR Life Cycle
Shrinking The Delivery Process
Deployment Process Example
Summary
Questions
Speech IVR Application Delivery Process
Deployment Cycle takes Months
 Spec sign-off
 Hardware/software installation
 Speech App development
 IT back-end development
 CTI Integration
 Voice recordings
 Telco installation
 Quality Assurance
 Production Testing
Data Interface
Caller Interface
1
Voice
Gateway
2
Speech
Application
3
Caller
Automatic Call
Distributor (ACD)
Service
Agents
Customer
Data Base
Agent
Interface
Computer
Telephony
Integration (CTI)
Fulfillment
Technologies & Standardization
APP MANAGEMENT
& TOOLS
STANDARDIZATION
Web 2.0
SaaS
IVR
IMS &
VoIP
VXML
3.0
VOICE USER
INTERFACE
WEBSERVICES
VXML BROWSER
DATABASES
ASR
TTS
TELEPHONY
CTI
Speech Application Life Cycle
2
IT Engineers
Code Application & Deploy
1
Call Flow
Chart
Business
Rules
Call Center &
Business
Managers
4
Edit / Change /
Customize
Health
Monitor
3
Application
Monitor
Application
Reporting
Administrators
Speech Application Life Cycle Revisited
2
IT Engineers
Select Good IDE
Reusable Code
Standard Infrastructure
3
1
Configure
Packages,
Use Templates /
Modules
Call Center &
Business
Managers
4
Common Code
Base
Allow Business
Level Configuration
Changes
Select
Infrastructure or
App Platform
with Admin
Functions
Built in / Easily
Accessible
Reporting
Administrators
Basic Rules of Speech IVR Delivery
Use standard components
Telephony, ASR, TTS, VXML, Web Services ….
Separate Application from Infrastructure
Similar to the web world – Apps vs. Web Servers
Use a good IDE
Do not build a complex app using scripts
Use / Re-use pre-built and tested building blocks
Build or buy well tested components or app-modules
Standardize “Exception Handling”
Choose Platform / IDE with built in admin
functionality
Speech IVR Delivery - Simplified
INSTALL EQUIPMENT
OR START SERVICE
SELECT, CUSTOMIZE
AND DEPLOY FROM
APPLICATION PACKAGES
OR MODULES
MANAGE, ADMINISTER
& RECONFIGURE
Standards Based Delivery Architecture
Example
Production Speech IVR
Configuration WebSite
Application Servers
4
Deploy to Production
Accounts and
Applications
Call Session
Logs
Web Server
1
Select and
Configure Solution
Voice Gateway
5
6
Web Service To
Data
Application Servers
7
Customer
User
Staging Speech IVR
Customer Site
User Accounts
Request Service
Monitor and View
Reports
3
Test Staging
Call Session
Logs
Voice Gateway
2
Deploy to Staging
Speech IVR Delivery - Example
Process of Delivery … Select App
Process of Delivery … Configure App:
Prompts, Business Variables
Process of Delivery … Configure App:
Web Services
Process of Delivery … Deploy
Process of Delivery … Report
Custom Applications
IDE & Reusable Modules
Applications & Modules
Enterprise
Retail
Speech For Outlook
Metaphor Receptionist
Address Change
Password Reset
Change Login
Inventory Selection
Trouble Ticket Management
Address Capture
Reverse Phone Lookup
Time and Attendance Service
City / State Capture
First / Last Name Capture
Credit Card Clearing
Shipping Info Capture
Health Care / Pharmaceutical
Name Spelling
Prescription Refill
Schedule & Confirm Appointment
Inbound Clinical Trial Survey
Laboratory Results
Mail Catalog
Order Status
Account Status
Tech Support Entitlement
Store Locator
Phone Shopping
Inventory & Pricing
Customer Satisfaction Survey
Product Support
Financial Services
Telephone Banking
Mortgage Qualification
Stock Portfolio Management
Bill Collections
Summary
Art – Science: Speech IVR Application Process &
Development Can Be Significantly Optimized
and Standardized
1 Day Deployment Cycles!
Deploy in a Hosted or On-Premise Configuration
Mobeen Khan
[email protected]
Metaphor Solutions
(800) 979-0480
www.metaphorivr.com