The Rise of Real-Time Text and the Demise of Voice

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From eComm Europe 2009.

http://europe.ecomm.ec/2009/voxeo-demise-of-voice-and-rise.php

RJ Auburn, CTO, Voxeo
Date: Thursday, October 29
Time: 11:00 - 11:15 AM
Location: Transformatorhuis

Voice applications are dying. The era of the voice-only IVR is over. Take one look at the younger generation now entering the work force and consumer space - how many of them actually use their phones to place calls? Or take a look at the incredible success companies are having with "live web chat" to provide customer support? The cold, hard reality is that customers want more choice in how they interact with your company - and increasingly they want to choose non-voice communication means. They want to contact you via SMS, IM, Twitter, Facebook or the mobile web. They don't want to work through a mountain of menus - they want to send you quick short requests and get back answers fast. How do you cope with this change in behavior? How can you develop applications that interact with customers in all these different channels? In this talk, Voxeo CTO RJ Auburn will outline the rise in real-time text communication and offer suggestions for how you can efficiently create applications that let you scale your support for multi-channel communication and deliver the information customers need in the channels they want. Come prepared to ask questions and learn how to move beyond voice.

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  • Fully agree, but missing half duplex voice (PTT) as asynchronous CRM interaction, easy to ask and not need to listen others chosen music over switched full duplex voice call until the answer arrives :-) Half duplex voice bursts are the transition from pure voice IVR interaction to texting boots. Sometimes a nice voice (even a TTS burst) helps to feel good :-)
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The Rise of Real-Time Text and the Demise of Voice

  1. 1. eComm Europe - Amsterdam - October 2009 The Rise of Real Time Text and the Demise of Voice RJ Auburn CTO rj@voxeo.com Thursday, October 29, 2009
  2. 2. Thursday, October 29, 2009
  3. 3. WHY ARE YOU HERE? Thursday, October 29, 2009
  4. 4. To Browse The Web? Thursday, October 29, 2009
  5. 5. Thursday, October 29, 2009
  6. 6. Or To Change The World? Thursday, October 29, 2009
  7. 7. Get Passionate OR Get Out! Thursday, October 29, 2009
  8. 8. So lets talk about... Thursday, October 29, 2009
  9. 9. Telephony Thursday, October 29, 2009
  10. 10. Communication Thursday, October 29, 2009
  11. 11. TXT Thursday, October 29, 2009
  12. 12. Thursday, October 29, 2009
  13. 13. Thursday, October 29, 2009
  14. 14. Thursday, October 29, 2009
  15. 15. Thursday, October 29, 2009
  16. 16. etc Thursday, October 29, 2009
  17. 17. Thursday, October 29, 2009
  18. 18. Lets gaze into the future... Thursday, October 29, 2009
  19. 19. Jump ahead 10-15 years... Thursday, October 29, 2009
  20. 20. Voice Thursday, October 29, 2009
  21. 21. (Voice Self Service) Thursday, October 29, 2009
  22. 22. Thursday, October 29, 2009
  23. 23. Why? Thursday, October 29, 2009
  24. 24. Kids Thursday, October 29, 2009
  25. 25. Thursday, October 29, 2009 Next Generation
  26. 26. Communication http://www.flickr.com/photos/ebolasmallpox/3536804299/sizes/o/ Thursday, October 29, 2009
  27. 27. Kids don’t talk on the phone http://www.flickr.com/photos/tavallai/2084954580/ Thursday, October 29, 2009
  28. 28. TXT is Second Nature http://www.flickr.com/photos/raster/3544258071/sizes/l/ Thursday, October 29, 2009
  29. 29. It’s more then just that however... Thursday, October 29, 2009
  30. 30. The Pace of Communication has changed http://www.flickr.com/photos/goljadkin/1998935482/ Thursday, October 29, 2009
  31. 31. Who really wants... Thursday, October 29, 2009
  32. 32. Please Hold Thursday, October 29, 2009
  33. 33. Let me look that up Thursday, October 29, 2009
  34. 34. My system is slow today Thursday, October 29, 2009
  35. 35. Humm... Thursday, October 29, 2009
  36. 36. Just a second longer Thursday, October 29, 2009
  37. 37. Higher Priorities In Life Thursday, October 29, 2009
  38. 38. Communicate at our own pace http://www.flickr.com/photos/15975620@N00/93532673/ Thursday, October 29, 2009
  39. 39. Multi-Tasking http://www.flickr.com/photos/23680544@N07/2524019489/ Thursday, October 29, 2009
  40. 40. But wait, theres more... Thursday, October 29, 2009
  41. 41. Money Thursday, October 29, 2009
  42. 42. or the lack of Thursday, October 29, 2009
  43. 43. Margins Thursday, October 29, 2009 http://www.flickr.com/photos/candescence/418071994/
  44. 44. Cheap Thursday, October 29, 2009
  45. 45. http://www.flickr.com/photos/martiniko/305631577/ The call center must change Thursday, October 29, 2009
  46. 46. Communication World is Changing Thursday, October 29, 2009
  47. 47. Are we going to change with it? http://www.flickr.com/photos/tavallai/2084954580/ http://www.flickr.com/photos/eleaf/2536358399/ Thursday, October 29, 2009
  48. 48. What do we need? Thursday, October 29, 2009
  49. 49. Innovation Thursday, October 29, 2009
  50. 50. Simplicity Thursday, October 29, 2009
  51. 51. So... Thursday, October 29, 2009
  52. 52. Thursday, October 29, 2009
  53. 53. What to do? Thursday, October 29, 2009
  54. 54. Thursday, October 29, 2009
  55. 55. Voxeo of IM Thursday, October 29, 2009
  56. 56. Hosted Solution Thursday, October 29, 2009
  57. 57. 10,000 Developers Thursday, October 29, 2009
  58. 58. Free Open Dev Program Thursday, October 29, 2009
  59. 59. Simple Thursday, October 29, 2009
  60. 60. Thursday, October 29, 2009
  61. 61. Bots Thursday, October 29, 2009
  62. 62. Open Platform Thursday, October 29, 2009
  63. 63. Single Easy API Thursday, October 29, 2009
  64. 64. Write a Bot in 5 minute Thursday, October 29, 2009
  65. 65. Thursday, October 29, 2009
  66. 66. What about existing phone applications? Thursday, October 29, 2009
  67. 67. + Thursday, October 29, 2009
  68. 68. Two Great Tastes Thursday, October 29, 2009
  69. 69. Just use the Text instead of Audio Thursday, October 29, 2009
  70. 70. XML Thursday, October 29, 2009
  71. 71. VoiceXML and CCXML Thursday, October 29, 2009
  72. 72. This is your VoiceXML application for the phone... <?xml version="1.0"?> <vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form> </vxml> Thursday, October 29, 2009
  73. 73. This is your VoiceXML application for SMS... <?xml version="1.0"?> <vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form> </vxml> Thursday, October 29, 2009
  74. 74. This is your VoiceXML application for Skype... <?xml version="1.0"?> <vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form> </vxml> Thursday, October 29, 2009
  75. 75. This is your VoiceXML application for AIM... <?xml version="1.0"?> <vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form> </vxml> Thursday, October 29, 2009
  76. 76. Feeling Scripty? Thursday, October 29, 2009
  77. 77. Tropo.com Thursday, October 29, 2009
  78. 78. What is Tropo? Thursday, October 29, 2009
  79. 79. answer(); say("Hello, world!"); hangup(); Tropo is Unlocked Communications Made Simple Thursday, October 29, 2009
  80. 80. Ruby Work in YOUR Language Thursday, October 29, 2009
  81. 81. T.1: Hello World JavaScript and PHP Ruby answer(); answer say("Hello, world!"); say "Hello, world!” hangup(); hangup Python Groovy answer() answer() say("Hello, world !") say 'Hello, world!' hangup() hangup() Thursday, October 29, 2009
  82. 82. This is your Tropo application for the phone... answer(); r = ask( “Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3}); say(“you said “+r.value+“. I couldn't agree more!” ); disconnect(); Thursday, October 29, 2009
  83. 83. This is your Tropo application for SMS... answer(); r = ask( “Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3}); say(“you said “+r.value+“. I couldn't agree more!” ); disconnect(); Thursday, October 29, 2009
  84. 84. This is your Tropo application for Skype... answer(); r = ask( “Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3}); say(“you said “+r.value+“. I couldn't agree more!” ); disconnect(); Thursday, October 29, 2009
  85. 85. This is your Tropo application for AIM... answer(); r = ask( “Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3}); say(“you said “+r.value+“. I couldn't agree more!” ); disconnect(); Thursday, October 29, 2009
  86. 86. Wrapping Up Thursday, October 29, 2009
  87. 87. Learn more http://www.flickr.com/photos/revilla/644219138/ Thursday, October 29, 2009
  88. 88. www.voxeo.com Thursday, October 29, 2009
  89. 89. www.imified.com Thursday, October 29, 2009
  90. 90. Tropo.com Thursday, October 29, 2009
  91. 91. evolution.voxeo.com Thursday, October 29, 2009
  92. 92. Thursday, October 29, 2009
  93. 93. Love me? Hate me? Say what you want about me... Thursday, October 29, 2009
  94. 94. RJ Auburn rj@voxeo.com Instant Messaging Made Easy Tropo.com Script Based Communication Apps The Unlocked Communications™ Company Thursday, October 29, 2009

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