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    • Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand [email_address] Genesys Telecommunications
    • Agenda
      • Overview of Video and Speech
      • Deploying Video Solutions
      • Video and VoiceXML
      • Applications
      • Summary and Q&A
    • Who is Genesys?
      • Leader in Contact Center software and VoiceXML-based platforms
      • Over 4,000 customers worldwide
      • Over 200,000 VoiceXML ports delivered to date to over 800 customers
      • Supports speech, DTMF and video solutions
      • Tight Integration with Genesys Suite – Routing, CTI, Reporting, Monitoring
      • Most mature new generation platform - In production since 1999, IP since 2002
      • Designed ground up as Web/VoiceXML platform – not Hybrid
      • Standards based, software only solution, scalable, no proprietary components
      • Partner Ecosystem – broadest partner ecosystem with prepackaged and custom applications
      The leading New Generation Platform!
    • What is Video IVR?
      • Think video output rather than just audio output
        • Input is still DTMF and speech recognition
        • Recording video is also possible
      • You can now offer more information
        • You have both video and audio channels
        • You can offer both visual and audio feedback
      • The user experience is better
        • Audio is sequential and slow
        • Video is parallel and immediate
      • Forget WAP – just make a video call!
    • Video Architecture VoiceXML Browser Video Media GW Application Server HTTP SIP/RTP 3G Video Calls The video media gateway transcodes both signalling and media between the circuit switched (SS7) and packet switched (SIP/RTP) worlds The VoiceXML browser renders the application and handles all the interaction: playing videos, recognising DTMF keys, etc. The application server determines the call-flow and delivers both the VoiceXML pages and the videos to be played
    • Video Architecture Media Server Video Content Application Server Video-enabled VoiceXML Application VoiceXML Platform Video Content SIP RTP (Audio + Video) HTTP HTTP (VoiceXML) Dilithium Gateway 3G-324M SIP RTP
    • Video and VoiceXML
      • Video Playback
        • <audio> tag already allows various container types
        • Video extensions simply allow referencing a video container
        • Playing a video container on audio-only sessions plays audio only
      • Video Recording
        • <record> similarly allows use of video container
      • Standard VoiceXML capabilities unchanged by video
        • DTMF and speech input still fully supported while playing video
        • Text-to-speech can be used (no video played during TTS)
    • Video and VoiceXML
      • CCXML allows for video conferencing
        • Audio mixed as in normal conferencing
        • Video output can be selected using three methods:
          • “ Loudest” dynamically determines loudest speaker
          • “ Fixed” selects a participant whose video stream is always output
          • “ None” disables the use of video with the conference
        • Settings can be changed dynamically; platform can be included as a conference participant
      • VCR controls supported on video content
    • Simple Video IVR
      • Basic IVR menus as video - user input is DTMF
        • But the caller no longer has to remember them!
      • User Interface is written using VoiceXML
        • Reuse of VoiceXML know-how
        • Better control of the interaction: noinput, nomatch, etc.
        • Reuse of VoiceXML and IT infrastructure
      • All you need to do is call
        • Easier for a customer than using WAP!
      • Possible applications
        • Sports – daily updates with the best goals, tries, results, etc.
        • News, weather, infotainment, etc.
        • Film trailers, music videos, etc.
    • Streaming Video
      • Allows re-use of web streaming servers
        • e.g. Helix, Darwin, etc
        • The VoiceXML browser passes the stream through
      • Similar to a simple DTMF video IVR
      • Videos are streamed and can be live
        • Personal web cams
        • Security cameras from your own home
        • Television
        • Sporting events
    • Adding Speech Recognition
      • Speech Recognition (ASR) can also be used with video
      • This allows feed-back of unclear recognition results
        • Disambiguation is now easier and quicker
      • Speech can be used as a search function
      • The results can be a video menu
        • The list of results can be displayed rather than remembered
        • A choice may result in a video, text or audio
        • The caller can easily manoeuvre between results
      • Simple multimodal IVR
    • Video Blogging
      • Video IVR can record videos as well
        • Just use the VoiceXML record tag!
      • A video blog can be created without the web
        • Videos can be recorded using a video IVR
        • They can be reviewed
        • They can then be uploaded
      • Opens up a new area for communities and user generated content
        • The calling number can be used to screen access
        • Videos can be uploaded and shared
    • Video Contact Centre
      • Another channel for customer interaction
      • Call routing can also be done using a video IVR
      • Customer self-service can be made easier with a video IVR
      • The agent can push video to a caller, which shows them rather than tells them what to do
      • Avatars may be used to make video IVR more appealing
    • Summary
      • Video fits nicely into the VoiceXML interaction model
        • Just another type of media
        • Watch for standardization in v3
      • Challenges remain
        • Network readiness
        • Device and application availability
      • Applications for the Service Provider
        • Enhanced Services like video mail, video prompting
      • Applications for the Contact Center
        • Push video for assisted service, video playback for self-service
    • Thank you Questions?