Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand [email_address] Genesys Telecommuni...
Agenda <ul><li>Overview of Video and Speech </li></ul><ul><li>Deploying Video Solutions </li></ul><ul><li>Video and VoiceX...
Who is Genesys?  <ul><li>Leader in Contact Center software and VoiceXML-based platforms  </li></ul><ul><li>Over 4,000 cust...
What is Video IVR? <ul><li>Think video output rather than just audio output </li></ul><ul><ul><li>Input is still DTMF and ...
Video Architecture VoiceXML Browser Video Media GW Application Server HTTP SIP/RTP 3G Video Calls The video media gateway ...
Video Architecture Media Server Video Content Application Server Video-enabled VoiceXML Application VoiceXML Platform Vide...
Video and VoiceXML <ul><li>Video Playback </li></ul><ul><ul><li><audio> tag already allows various container types </li></...
Video and VoiceXML <ul><li>CCXML allows for video conferencing </li></ul><ul><ul><li>Audio mixed as in normal conferencing...
Simple Video IVR <ul><li>Basic IVR menus as video - user input is DTMF </li></ul><ul><ul><li>But the caller no longer has ...
Streaming Video <ul><li>Allows re-use of web streaming servers </li></ul><ul><ul><li>e.g. Helix, Darwin, etc </li></ul></u...
Adding Speech Recognition <ul><li>Speech Recognition (ASR) can also be used with video </li></ul><ul><li>This allows feed-...
Video Blogging <ul><li>Video IVR can record videos as well </li></ul><ul><ul><li>Just use the VoiceXML record tag! </li></...
Video Contact Centre <ul><li>Another channel for customer interaction </li></ul><ul><li>Call routing can also be done usin...
Summary <ul><li>Video fits nicely into the VoiceXML interaction model </li></ul><ul><ul><li>Just another type of media </l...
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POWERPOINT SLIDESHOW

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POWERPOINT SLIDESHOW

  1. 1. Opportunities for Video in the Next Generation Network and Contact Center Rob Marchand [email_address] Genesys Telecommunications
  2. 2. Agenda <ul><li>Overview of Video and Speech </li></ul><ul><li>Deploying Video Solutions </li></ul><ul><li>Video and VoiceXML </li></ul><ul><li>Applications </li></ul><ul><li>Summary and Q&A </li></ul>
  3. 3. Who is Genesys? <ul><li>Leader in Contact Center software and VoiceXML-based platforms </li></ul><ul><li>Over 4,000 customers worldwide </li></ul><ul><li>Over 200,000 VoiceXML ports delivered to date to over 800 customers </li></ul><ul><li>Supports speech, DTMF and video solutions </li></ul><ul><li>Tight Integration with Genesys Suite – Routing, CTI, Reporting, Monitoring </li></ul><ul><li>Most mature new generation platform - In production since 1999, IP since 2002 </li></ul><ul><li>Designed ground up as Web/VoiceXML platform – not Hybrid </li></ul><ul><li>Standards based, software only solution, scalable, no proprietary components </li></ul><ul><li>Partner Ecosystem – broadest partner ecosystem with prepackaged and custom applications </li></ul>The leading New Generation Platform!
  4. 4. What is Video IVR? <ul><li>Think video output rather than just audio output </li></ul><ul><ul><li>Input is still DTMF and speech recognition </li></ul></ul><ul><ul><li>Recording video is also possible </li></ul></ul><ul><li>You can now offer more information </li></ul><ul><ul><li>You have both video and audio channels </li></ul></ul><ul><ul><li>You can offer both visual and audio feedback </li></ul></ul><ul><li>The user experience is better </li></ul><ul><ul><li>Audio is sequential and slow </li></ul></ul><ul><ul><li>Video is parallel and immediate </li></ul></ul><ul><li>Forget WAP – just make a video call! </li></ul>
  5. 5. 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
  6. 6. 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
  7. 7. Video and VoiceXML <ul><li>Video Playback </li></ul><ul><ul><li><audio> tag already allows various container types </li></ul></ul><ul><ul><li>Video extensions simply allow referencing a video container </li></ul></ul><ul><ul><li>Playing a video container on audio-only sessions plays audio only </li></ul></ul><ul><li>Video Recording </li></ul><ul><ul><li><record> similarly allows use of video container </li></ul></ul><ul><li>Standard VoiceXML capabilities unchanged by video </li></ul><ul><ul><li>DTMF and speech input still fully supported while playing video </li></ul></ul><ul><ul><li>Text-to-speech can be used (no video played during TTS) </li></ul></ul>
  8. 8. Video and VoiceXML <ul><li>CCXML allows for video conferencing </li></ul><ul><ul><li>Audio mixed as in normal conferencing </li></ul></ul><ul><ul><li>Video output can be selected using three methods: </li></ul></ul><ul><ul><ul><li>“ Loudest” dynamically determines loudest speaker </li></ul></ul></ul><ul><ul><ul><li>“ Fixed” selects a participant whose video stream is always output </li></ul></ul></ul><ul><ul><ul><li>“ None” disables the use of video with the conference </li></ul></ul></ul><ul><ul><li>Settings can be changed dynamically; platform can be included as a conference participant </li></ul></ul><ul><li>VCR controls supported on video content </li></ul>
  9. 9. Simple Video IVR <ul><li>Basic IVR menus as video - user input is DTMF </li></ul><ul><ul><li>But the caller no longer has to remember them! </li></ul></ul><ul><li>User Interface is written using VoiceXML </li></ul><ul><ul><li>Reuse of VoiceXML know-how </li></ul></ul><ul><ul><li>Better control of the interaction: noinput, nomatch, etc. </li></ul></ul><ul><ul><li>Reuse of VoiceXML and IT infrastructure </li></ul></ul><ul><li>All you need to do is call </li></ul><ul><ul><li>Easier for a customer than using WAP! </li></ul></ul><ul><li>Possible applications </li></ul><ul><ul><li>Sports – daily updates with the best goals, tries, results, etc. </li></ul></ul><ul><ul><li>News, weather, infotainment, etc. </li></ul></ul><ul><ul><li>Film trailers, music videos, etc. </li></ul></ul>
  10. 10. Streaming Video <ul><li>Allows re-use of web streaming servers </li></ul><ul><ul><li>e.g. Helix, Darwin, etc </li></ul></ul><ul><ul><li>The VoiceXML browser passes the stream through </li></ul></ul><ul><li>Similar to a simple DTMF video IVR </li></ul><ul><li>Videos are streamed and can be live </li></ul><ul><ul><li>Personal web cams </li></ul></ul><ul><ul><li>Security cameras from your own home </li></ul></ul><ul><ul><li>Television </li></ul></ul><ul><ul><li>Sporting events </li></ul></ul>
  11. 11. Adding Speech Recognition <ul><li>Speech Recognition (ASR) can also be used with video </li></ul><ul><li>This allows feed-back of unclear recognition results </li></ul><ul><ul><li>Disambiguation is now easier and quicker </li></ul></ul><ul><li>Speech can be used as a search function </li></ul><ul><li>The results can be a video menu </li></ul><ul><ul><li>The list of results can be displayed rather than remembered </li></ul></ul><ul><ul><li>A choice may result in a video, text or audio </li></ul></ul><ul><ul><li>The caller can easily manoeuvre between results </li></ul></ul><ul><li>Simple multimodal IVR </li></ul>
  12. 12. Video Blogging <ul><li>Video IVR can record videos as well </li></ul><ul><ul><li>Just use the VoiceXML record tag! </li></ul></ul><ul><li>A video blog can be created without the web </li></ul><ul><ul><li>Videos can be recorded using a video IVR </li></ul></ul><ul><ul><li>They can be reviewed </li></ul></ul><ul><ul><li>They can then be uploaded </li></ul></ul><ul><li>Opens up a new area for communities and user generated content </li></ul><ul><ul><li>The calling number can be used to screen access </li></ul></ul><ul><ul><li>Videos can be uploaded and shared </li></ul></ul>
  13. 13. Video Contact Centre <ul><li>Another channel for customer interaction </li></ul><ul><li>Call routing can also be done using a video IVR </li></ul><ul><li>Customer self-service can be made easier with a video IVR </li></ul><ul><li>The agent can push video to a caller, which shows them rather than tells them what to do </li></ul><ul><li>Avatars may be used to make video IVR more appealing </li></ul>
  14. 14. Summary <ul><li>Video fits nicely into the VoiceXML interaction model </li></ul><ul><ul><li>Just another type of media </li></ul></ul><ul><ul><li>Watch for standardization in v3 </li></ul></ul><ul><li>Challenges remain </li></ul><ul><ul><li>Network readiness </li></ul></ul><ul><ul><li>Device and application availability </li></ul></ul><ul><li>Applications for the Service Provider </li></ul><ul><ul><li>Enhanced Services like video mail, video prompting </li></ul></ul><ul><li>Applications for the Contact Center </li></ul><ul><ul><li>Push video for assisted service, video playback for self-service </li></ul></ul>
  15. 15. Thank you Questions?

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