Unified Messaging Speech Recognition Voice Over IP

Steve Flagg, Director of Technical Services

Connected, but Disconnected

You receive many messages Voice mail E-mail Fax You are mobile In your office Away from your desk On the road

The Solution: Unified Messaging

The storage, retrieval and response to messages at a later time. Including Voice Mail, E-Mail and Faxes.

100-200 Messages A Day?

Initially: A Solution In Search of A Problem

• Based on Message Management • Looks Good, Sounds Good • Many Offering Types • Legacy Integration Missing • Lack of Quantifiable Benefits

Developments Spur Use

• Exchange Based Storage • IMAP • Bundling Trials • Multi-media PCs and Wireless Phones • Competitive Business Environment • Added Functionality

Practical Applications

• Message Notification/Response • Real Time Priority Connection • Saving and Copying Documents • Digital Trail of Information • Desktop Faxing • Personal Assistant

Power Users Consultants Sales Call Center Executives Telecommuters

UM Interfaces

Each enabling interface has a natural media type.

How to translate media across the platform?

The Future of UM/UC

•I

ntegration

•I

ntelligence

•I

nformation

Tailored Solutions

Speech Recognition

Allows users to speak entries rather than punching numbers on a keypad.

Key Points

•

Works in conjunction with touch tone.

•

Accuracy is relatively high

• Text-to-speech is becoming more

natural sounding

• Intensive implementation process • Cost savings versus investment • Many more improvements to come

Voice Interfaces

Best Situations

• Commands • Select Vocabulary • Short Content • Mobility • Service Centric

What’s my balance?

Voice Interfaces

Poor Situations

• Noisy/public environments • Heavy/variety of accents/dialects • Complex Navigation • Context sensitive

I can’t hear you

Current Applications

• Auto Attendant • Contact Dialing • Interactive Voice Response – information – transaction – transfer – request

Voice Prints

Hyannis, MA Coral PBX 1,5 MBs IP GW Hub Router Cambridge, MA Coral PBX IP GW Hub Frame Relay

756K

Router Chelsea, MA Coral PBX IP GW Hub Router 384k Voice Mail Bond Brothers VoIP Solution PSTN

Coming Soon:

Users interact with the Internet.

Human conversations

Voice Over IP

Voice and voice related applications that are transported via data networks, rather than the public switched telephone network (PSTN).

Benefits of VoIP

Low cost for telephone calls Extending the enterprise Converged and new applications Efficient use of IP Coexistence with legacy PBX systems