Voice Enabling Enterprise Business Applications

Slide 1: Voice Enabling Enterprise Business Applications David Jodoin, CEO – Iperia, Inc.

Slide 2: 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

Slide 3: 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

Slide 4: 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

Slide 5: Challenges • Aging Infrastructure • Configuration inflexibility • Multiple End Points • Presence/Awareness • Orphaned Assets • Complexity of Use Models • And……

Slide 6: SECURITY ISSUES • Bounding across multiple networks and infrastructures • Punching through the firewall • Audit ability • Transaction Integrity • Identity and Authentication • Persistence

Slide 7: 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

Slide 8: 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.

Slide 9: 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.

Slide 10: Standards • SOA – Service Oriented Architecture defining the roles and methods by which software based assets interoperate and consume each other.

Slide 11: Shift To A Service-Oriented Architecture From To • Function oriented • Coordination oriented • Build to last • Build to change • Prolonged development • Incrementally built and cycles deployed • Application silos • Enterprise solutions • Tightly coupled • Loosely coupled • Application oriented • Transaction oriented • Skill Set Dependant • Abstraction Source: Microsoft (Modified)

Slide 12: Top 5 Business Needs - 2006

Slide 13: 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.

Slide 14: 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

Slide 15: 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

Slide 16: Voice Enabling Applications Functions Benefits • • Click to Call Efficiently resolve issues • • Click to Dial websites Save time through automation • • Single click dialing Collaborate with the right people at the right time • Call to conference all needed • participants Make human voice communications an integral part • Screen-pop call notifications of business process • Automatically populate screens • Share application context across and forms groups and departments • Tag calls with application data for • Record all relevant transactions correlation • Create an integrated audit trail with workflow history

Slide 17: Real Estate Portal Features: • Find-me/Follow-me • Associated DIDs • Click to Call • Integrate with MLS listing app • Integrate with calendar • Automatically populate CRM

Slide 18: Accessibility from All End Points

Slide 19: 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.

Slide 20: The Low Hanging Fruit • Convergence of existing apps – Voicemail, Messaging, Email, Fax, IM, SMS/MMS

Slide 21: 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

Slide 22: 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