Voice Enabling Enterprise Business Applications David Jodoin, CEO – Iperia, Inc.

Current state of technology CTI Expensive, difficult to build, proprietary interfaces, infrastructure specific, high costs to maintain IVR Complex technologies, Limited to simple menu selection ACD The advent of apps out of the PBX Enabled the concept of Screen Pops Voice context as part of CTI

CTI

Expensive, difficult to build, proprietary interfaces, infrastructure specific, high costs to maintain

IVR

Complex technologies, Limited to simple menu selection

ACD

The advent of apps out of the PBX

Enabled the concept of Screen Pops Voice context as part of CTI

Traditional Component Interfaces Infrastructure PBX, Router, Firewall, End Point Telephony Server Specific to Infrastructure, Custom Call response and routing, Application/Database Dip functions Back Office Application Request/Response/Callbacks Publish/Subscribe Daemons, Listeners, Schedulers and Queues

Infrastructure

PBX, Router, Firewall, End Point

Telephony Server

Specific to Infrastructure, Custom Call response and routing, Application/Database Dip functions

Back Office Application

Request/Response/Callbacks

Publish/Subscribe

Daemons, Listeners, Schedulers and Queues

The Low Hanging Fruit Call Center Integration Customer response, support, help desk, dispatch Mobile Workforce Applications Tracking, Routing, Intercept, Info Feeds, Access to Corp. Infrastructure Compliance Call recording, Audit controls, tracking, reporting Rapid Response Sales integration, productivity enhancers, knowledge broker

Call Center Integration

Customer response, support, help desk, dispatch

Mobile Workforce Applications

Tracking, Routing, Intercept, Info Feeds, Access to Corp. Infrastructure

Compliance

Call recording, Audit controls, tracking, reporting

Rapid Response

Sales integration, productivity enhancers, knowledge broker

Challenges Aging Infrastructure Configuration inflexibility Multiple End Points Presence/Awareness Orphaned Assets Complexity of Use Models And……

Aging Infrastructure

Configuration inflexibility

Multiple End Points

Presence/Awareness

Orphaned Assets

Complexity of Use Models

And……

SECURITY ISSUES Bounding across multiple networks and infrastructures Punching through the firewall Audit ability Transaction Integrity Identity and Authentication Persistence

Bounding across multiple networks and infrastructures

Punching through the firewall

Audit ability

Transaction Integrity

Identity and Authentication

Persistence

Why Service Creation Support for Hosted Services Network Converged applications End Point Agnostic Native IP end to end Off network delivery by carrier Enhanced Interfaces Native to existing application architectures

Support for Hosted Services

Network Converged applications

End Point Agnostic

Native IP end to end

Off network delivery by carrier

Enhanced Interfaces Native to existing application architectures

Service Creation Platform Handles functions necessary for applications and services to interact with the delivery platform while abstracting the complexities of network communications Gives programmers the ability to consume and create services – easily deployed on a network.

Handles functions necessary for applications and services to interact with the delivery platform while abstracting the complexities of network communications

Gives programmers the ability to consume and create services – easily deployed on a network.

Some Definitions Service Creation The ability to add features to service offerings or packages that allow for the enhancement of a customers end use providing value that the customer wants. Service Delivery The integration of services into an existing network that allows for the accessibility of those services to consumers while conforming to the operational and regulatory requirements of the carrier.

Service Creation

The ability to add features to service offerings or packages that allow for the enhancement of a customers end use providing value that the customer wants.

Service Delivery

The integration of services into an existing network that allows for the accessibility of those services to consumers while conforming to the operational and regulatory requirements of the carrier.

Standards SOA Service Oriented Architecture defining the roles and methods by which software based assets interoperate and consume each other.

SOA

Service Oriented Architecture defining the roles and methods by which software based assets interoperate and consume each other.

Shift To A Service-Oriented Architecture Function oriented Build to last Prolonged development cycles From Application silos Tightly coupled Application oriented Skill Set Dependant Enterprise solutions Loosely coupled Transaction oriented Abstraction Source: Microsoft (Modified) To Coordination oriented Build to change Incrementally built and deployed

Function oriented

Build to last

Prolonged development cycles

Application silos

Tightly coupled

Application oriented

Skill Set Dependant

Enterprise solutions

Loosely coupled

Transaction oriented

Abstraction

Coordination oriented

Build to change

Incrementally built and deployed

Top 5 Business Needs - 2006

The “BHAG” Big Hairy Audacious Goal Build an environment that allows for the rapid development and deployment of new features in a highly complex network. Create flexible networks that allow for competing and overlapping services to co-exist in support of local markets.

Big Hairy Audacious Goal

Build an environment that allows for the rapid development and deployment of new features in a highly complex network.

Create flexible networks that allow for competing and overlapping services to co-exist in support of local markets.

End User Consumption is Changing Long Tail Economics are the way people buy. Amazon, iTunes, Rhapsody… etc. Over 50% of the revenues come from “fringe” products. Is it about minutes or bandwidth? Driving a change to Role Based Behavior Creating a need for identity solutions for service delivery and unique end user experiences. Truly allows for optimized end user solutions

Long Tail Economics are the way people buy.

Amazon, iTunes, Rhapsody… etc.

Over 50% of the revenues come from “fringe” products.

Is it about minutes or bandwidth?

Driving a change to Role Based Behavior

Creating a need for identity solutions for service delivery and unique end user experiences.

Truly allows for optimized end user solutions

Two Industries Needed for Solution Telephony industry experience needs to merge with Enterprise Software experience Voice needs to Shift from Infrastructure to Back Office The Sell is to Sales and Operations, not IT Requires Departmental solutions to avoid Orphaned assets, or holistic change of Voice Systems Voice Needs Context through Data

Telephony industry experience needs to merge with Enterprise Software experience

Voice needs to Shift from Infrastructure to Back Office

The Sell is to Sales and Operations, not IT

Requires Departmental solutions to avoid Orphaned assets, or holistic change of Voice Systems

Voice Needs Context through Data

Voice Enabling Applications Functions Click to Call Click to Dial websites Single click dialing Call to conference all needed participants Screen-pop call notifications Automatically populate screens and forms Tag calls with application data for correlation Benefits Efficiently resolve issues Save time through automation Collaborate with the right people at the right time Make human voice communications an integral part of business process Share application context across groups and departments Record all relevant transactions Create an integrated audit trail with workflow history

Functions

Click to Call

Click to Dial websites

Single click dialing

Call to conference all needed participants

Screen-pop call notifications

Automatically populate screens and forms

Tag calls with application data for correlation

Benefits

Efficiently resolve issues

Save time through automation

Collaborate with the right people at the right time

Make human voice communications an integral part of business process

Share application context across groups and departments

Record all relevant transactions

Create an integrated audit trail with workflow history

Real Estate Portal Features: Find-me/Follow-me Associated DIDs Click to Call Integrate with MLS listing app Integrate with calendar Automatically populate CRM

Features:

Find-me/Follow-me

Associated DIDs

Click to Call

Integrate with MLS listing app

Integrate with calendar

Automatically populate CRM

Accessibility from All End Points

Creating Service Differentiation Customized Web Services … Create new value in applications and vertical markets Call Control Web Services Click to call, call forward, find-me-follow-me, etc. Conferencing Web Services Click to conference, search for conference, etc. Messaging Web Services Search, leave, retrieve, etc. messages Provisioning Web Services Subscribers, Access Numbers, AA accounts, etc.

Customized Web Services … Create new value in applications and vertical markets

Call Control Web Services

Click to call, call forward, find-me-follow-me, etc.

Conferencing Web Services

Click to conference, search for conference, etc.

Messaging Web Services

Search, leave, retrieve, etc. messages

Provisioning Web Services

Subscribers, Access Numbers, AA accounts, etc.

The Low Hanging Fruit Convergence of existing apps Voicemail, Messaging, Email, Fax, IM, SMS/MMS

Convergence of existing apps

Voicemail, Messaging, Email, Fax, IM, SMS/MMS

Thought Change to Get there Think in terms of bandwidth and not minutes Users are consumers Give voice context through data It’s a role based world Less is more Productivity is not about having more to do

Think in terms of bandwidth and not minutes

Users are consumers

Give voice context through data

It’s a role based world

Less is more

Productivity is not about having more to do

Summary Go for the low hanging fruit Identity is key to Role based solutions Voice needs data to give it context Look in terms of convergence View users as long tail consumers Its about Bandwidth not minutes Your Systems Integrator is critical to success Service Creation is a glue Look at your Business Processes first Simplicity is essential

Go for the low hanging fruit

Identity is key to Role based solutions

Voice needs data to give it context

Look in terms of convergence

View users as long tail consumers

Its about Bandwidth not minutes

Your Systems Integrator is critical to success

Service Creation is a glue

Look at your Business Processes first

Simplicity is essential