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

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

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From eComm Europe 2009....

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

    • 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
    • Thursday, October 29, 2009
    • WHY ARE YOU HERE? Thursday, October 29, 2009
    • To Browse The Web? Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Or To Change The World? Thursday, October 29, 2009
    • Get Passionate OR Get Out! Thursday, October 29, 2009
    • So lets talk about... Thursday, October 29, 2009
    • Telephony Thursday, October 29, 2009
    • Communication Thursday, October 29, 2009
    • TXT Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • etc Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Lets gaze into the future... Thursday, October 29, 2009
    • Jump ahead 10-15 years... Thursday, October 29, 2009
    • Voice Thursday, October 29, 2009
    • (Voice Self Service) Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Why? Thursday, October 29, 2009
    • Kids Thursday, October 29, 2009
    • Thursday, October 29, 2009 Next Generation
    • Communication http://www.flickr.com/photos/ebolasmallpox/3536804299/sizes/o/ Thursday, October 29, 2009
    • Kids don’t talk on the phone http://www.flickr.com/photos/tavallai/2084954580/ Thursday, October 29, 2009
    • TXT is Second Nature http://www.flickr.com/photos/raster/3544258071/sizes/l/ Thursday, October 29, 2009
    • It’s more then just that however... Thursday, October 29, 2009
    • The Pace of Communication has changed http://www.flickr.com/photos/goljadkin/1998935482/ Thursday, October 29, 2009
    • Who really wants... Thursday, October 29, 2009
    • Please Hold Thursday, October 29, 2009
    • Let me look that up Thursday, October 29, 2009
    • My system is slow today Thursday, October 29, 2009
    • Humm... Thursday, October 29, 2009
    • Just a second longer Thursday, October 29, 2009
    • Higher Priorities In Life Thursday, October 29, 2009
    • Communicate at our own pace http://www.flickr.com/photos/15975620@N00/93532673/ Thursday, October 29, 2009
    • Multi-Tasking http://www.flickr.com/photos/23680544@N07/2524019489/ Thursday, October 29, 2009
    • But wait, theres more... Thursday, October 29, 2009
    • Money Thursday, October 29, 2009
    • or the lack of Thursday, October 29, 2009
    • Margins Thursday, October 29, 2009 http://www.flickr.com/photos/candescence/418071994/
    • Cheap Thursday, October 29, 2009
    • http://www.flickr.com/photos/martiniko/305631577/ The call center must change Thursday, October 29, 2009
    • Communication World is Changing Thursday, October 29, 2009
    • 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
    • What do we need? Thursday, October 29, 2009
    • Innovation Thursday, October 29, 2009
    • Simplicity Thursday, October 29, 2009
    • So... Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • What to do? Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Voxeo of IM Thursday, October 29, 2009
    • Hosted Solution Thursday, October 29, 2009
    • 10,000 Developers Thursday, October 29, 2009
    • Free Open Dev Program Thursday, October 29, 2009
    • Simple Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Bots Thursday, October 29, 2009
    • Open Platform Thursday, October 29, 2009
    • Single Easy API Thursday, October 29, 2009
    • Write a Bot in 5 minute Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • What about existing phone applications? Thursday, October 29, 2009
    • + Thursday, October 29, 2009
    • Two Great Tastes Thursday, October 29, 2009
    • Just use the Text instead of Audio Thursday, October 29, 2009
    • XML Thursday, October 29, 2009
    • VoiceXML and CCXML Thursday, October 29, 2009
    • 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
    • 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
    • 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
    • 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
    • Feeling Scripty? Thursday, October 29, 2009
    • Tropo.com Thursday, October 29, 2009
    • What is Tropo? Thursday, October 29, 2009
    • answer(); say("Hello, world!"); hangup(); Tropo is Unlocked Communications Made Simple Thursday, October 29, 2009
    • Ruby Work in YOUR Language Thursday, October 29, 2009
    • 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
    • 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
    • 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
    • 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
    • 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
    • Wrapping Up Thursday, October 29, 2009
    • Learn more http://www.flickr.com/photos/revilla/644219138/ Thursday, October 29, 2009
    • www.voxeo.com Thursday, October 29, 2009
    • www.imified.com Thursday, October 29, 2009
    • Tropo.com Thursday, October 29, 2009
    • evolution.voxeo.com Thursday, October 29, 2009
    • Thursday, October 29, 2009
    • Love me? Hate me? Say what you want about me... Thursday, October 29, 2009
    • RJ Auburn rj@voxeo.com Instant Messaging Made Easy Tropo.com Script Based Communication Apps The Unlocked Communications™ Company Thursday, October 29, 2009