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Developer Jam Session - Intro to Voxeo Products
 

Developer Jam Session - Intro to Voxeo Products

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In this Voxeo VoiceObjects Developer Jam Session on February 10, 2009, Dan York and Andreas Volmer provide an overview of Voxeo's products and how they relate to VoiceObjects developer tools. A ...

In this Voxeo VoiceObjects Developer Jam Session on February 10, 2009, Dan York and Andreas Volmer provide an overview of Voxeo's products and how they relate to VoiceObjects developer tools. A recording of the webinar can be found at: http://developers.voiceobjects.com/tech-topics/monthly-jam-sessions/

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    Developer Jam Session - Intro to Voxeo Products Developer Jam Session - Intro to Voxeo Products Presentation Transcript

    • VoiceObjects Developer Jam Session: Voxeo IVR and SIP platforms February 10, 2009 Dan York Director of Emerging Communication Technology Office of the CTO
    • 2 © Voxeo Corporation, 2009
    • 3 © Voxeo Corporation, 2009
    • Telephony Sucks 4 © Voxeo Corporation, 2009
    • Complex 5 © Voxeo Corporation, 2009 Photo: http://www.flickr.com/photos/28481088@N00/
    • Arcane 6 © Voxeo Corporation, 2009
    • Proprietary 7 © Voxeo Corporation, 2009
    • Simple 8 © Voxeo Corporation, 2009
    • Ubiquitous 9 © Voxeo Corporation, 2009
    • Open 10 © Voxeo Corporation, 2009
    • Web Developers 11 © Voxeo Corporation, 2009
    • They Understand XML 12 © Voxeo Corporation, 2009
    • Let's build an API... 13 © Voxeo Corporation, 2009
    • Standards Matter 14 © Voxeo Corporation, 2009
    • Proprietary = Lock-In 15 © Voxeo Corporation, 2009
    • Open 16 © Voxeo Corporation, 2009
    • 17 © Voxeo Corporation, 2009
    • Voxeo Overview
    • Voxeo Fast Facts •  Founded in 1999 •  Largest on-demand VoiceXML and CCXML platform provider •  Strong developer community –  Over 33,000 developers created over 73,000 apps Voxeo’s US Headquarters –  Over 32,000 downloads of our premise platform •  Expanding in Europe and Asia –  Acquired Micromethod in August ‘09 (China) –  Acquired VoiceObjects in December ‘09 (Germany) –  Second site in EU (Frankfurt) 1Q09 •  20 consecutive profitable quarters; 60% year Voxeo’s UK Headquarters over year growth since 2004 19 © Voxeo Corporation, 2009
    • A History of Innovation 1999: 1st XML-based call control hosting 2000: 1st VoiceXML hosting 2001: 1st 100% SIP-based hosting 2002: 1st CCXML hosting and premise 2003: 1st VoiceXML platform for hosted and premise 2004: 1st profitable standards-based IVR hosting company 2004: 1st 100% uptime guaranteed SLA 2006: 1st 100% VoiceXML compliant platform 2006: 1st free ASR and TTS bundled with the platform 2007: 1st hybrid premise/hosting solution 2008: 1st company to offer SIP Servlet API and CCXML/VoiceXML in one product 20 © Voxeo Corporation, 2009
    • Industry Recognition Visionaries Quadrant, Decision Matrix – Hosted Speech & Gartner Magic Quadrant Selecting an IVR Vendor Outbound IVR Services in the Enterprise Voxeo named to IVR systems and Voxeo is the only vendor enterprise voice portals 2008 Voxeo is one of two vendors rated strong across all Product Innovation Award quadrant for its ability to execute, to make analyst’s shortlist metrics of IVR landscape, completeness of vision for its Prophecy voice platform products and services beating 17 other vendors Analytics and Reporting for Phone-Based Self-Service VoiceObjects Analyzer was the only product to receive the For excellence in the For significant contributions Best Speech Self-Service Suite highest possible rating in all advancement of voice to improving speech four analytics areas Ranked above all other platform communications applications for clients and solution vendors in industry 21 © Voxeo Corporation, 2009
    • Voxeo’s Strategic Focus •  Build great products. Provide excellent customer service. Make it simple for anyone to design and deploy telephony applications quickly and cost-effectively. •  Stay true to all of the principles of open standards •  Build a loyal developer base by offering free access and unparalleled support to all Voxeo platforms and services •  Drive down cost and complexity •  Deliver a continually advancing, feature-rich, future- proof platform 22 © Voxeo Corporation, 2009
    • Extreme Support – Our #1 Priority •  From the CEO to our newest employee, customer service is Voxeo’s #1 priority •  Top-notch, no cost technical support –  All support agents are skilled VoiceXML, CCXML and, CallXML professionals –  Voxeo employs more VoiceXML-certified developers than anyone •  100% Uptime Guarantee for hosting •  20-minute response time metric •  “Just make it right” approach –  If a customer has a problem we help fix it, no matter what it takes or which vendor is at fault 23 © Voxeo Corporation, 2009
    • Global Footprint 24 © Voxeo Corporation, 2009
    • Voxeo Solution Stack XML-based Other Designer Development Other VoiceXML Developers Voxeo CallXML, 100% compliant Platforms and Tools VoiceXML, the industry’s most Sophisticated service creation, 1:1 Easy web-based, Visio-like rapid deployed CCXML engine personalization, analytics application development tool On-Premise Turnkey On-Demand Hosting Service Software Platform IVR Server Download Prophecy in minutes at Prophecy software pre-configured Fault resilient, scalable hosting & loaded on a rack-mount server evolution.voxeo.com www.voxeo.com/prophecy 25 © Voxeo Corporation, 2009
    • Voxeo Business Models •  Voxeo sells its software in three ways: –  By the minute in hosting service centers operated by Voxeo (Atlanta, Orlando, Las Vegas, Slough UK) –  By the port (“phone line”) for customers to install on their own premises •  Software is downloaded, or pre-installed and configured on hardware –  Licensed for OEM integration and sale (PBX vendors, VOIP solution providers, competitors) 26 © Voxeo Corporation, 2009
    • Application Examples Information retrieval Unified messaging •  •  Telephone surveys Bill reminder, collection •  •  Emergency notifications Account balance & transfer •  •  Virtual receptionists Voice Portals •  •  Call center automation Telesales •  •  Order status Email by phone •  •  Package tracking Virtual agents •  •  Conferencing solutions Telephone CRM •  •  Audiotext platforms Auto attendants •  •  Virtual call centers Call routing •  •  Virtual PBXs Call recording solutions •  •  Predictive dialers Audio broadcast services •  •  Voicemail services Real estate information lines •  •  Dating chat services Political campaigning •  •  Voice instant messaging Political polls •  •  Voice verification •  27 © Voxeo Corporation, 2009
    • Developer Tools
    • Voxeo’s View: Telephony Development XML-based Telephony API-based Telephony Tool-based Telephony  Voxeo CallXML  Web Services  Voxeo Designer Mash-up style API The easiest telephony Easy web-based, Visio- launching in 2009 markup ever devised like rapid app dev tool  Third-party tools  Java Media Control  VoiceXML support JSR 309 The only 100% compliant VoiceObjects, Audium, browser OpenMethods, others  Java SIP Servlets  CCXML JSR 116/289 The world’s most proven Voxeo acquires… Voxeo acquired… CCXML engine 29 © Voxeo Corporation, 2009
    • Voxeo Tools - The Big Picture VoiceObjects Medium to large scale projects Distributed, Complex enterprise Designer Project Size integrations, advanced features such as personalization Small to medium scale projects Low complexity, straight-forward integration Application Complexity 30 © Voxeo Corporation, 2009
    • Voxeo Designer •  Web-based Service Creation Tool –  AJAX Technology –  Easy to use –  No download required •  Multi-tenant •  Single-click Application Deployment •  High-performance VoiceXML Rendering Engine •  Real-time Web Services Integration •  Reporting and Analytics Database 31 © Voxeo Corporation, 2009
    • Designer Screenshot 32 © Voxeo Corporation, 2009
    • VoiceObjects: Tool-based Telephony Project Documentation Application and Server Dialog Flow Management Development Prompts & Media Design Analytics and & Management Reporting Phone Application Server Application and Integration: Usability Testing Backend & CTI Grammar Development & Tuning 33 © Voxeo Corporation, 2009
    • Flexible: Multiple Phone Channel Choice Any Browser / Any Modality •  Single Infrastructure Voice •  Central Maintenance Video ASR DTMF •  Single Service Definition VoiceXML USSD Mobile Web … across all mobile Browser Browser Browser phone channels Phone Application Server •  Minimal Investment Web App Server •  User Interface of Choice •  Consistent User Experience wireless IP fixed line Any Network / Any Device 34 © Voxeo Corporation, 2009
    • Prophecy… Many platforms in one. IVR •  Call Control •  IP Media Server •  Softswitch •  SIP Application Server •  Speech Recognition •  Text to Speech •  Conferencing •  35 © Voxeo Corporation, 2009
    • Prophecy Hosting •  Versatile, secure, and reliable IVR hosting •  Unmatched sign-up and deployment simplicity •  Customers can deploy applications in minutes instead of months •  Pre-deployed with all the major carriers. •  Highly secure; PCI, HIPAA, SOX, Gramm-Leach-Bliley , ISO 17799 36 © Voxeo Corporation, 2009
    • VoiceObjects / Prophecy Integration ASR, TTS, Call Control G Internet Phone Softphone VoiceXML Browser (SIP) SIP or PSTN Voxeo Prophecy VXML (over http) Media Platform Driver VoiceObjects Desktop VoiceObjects Server IDE Connector Framework Local PC Apps VO Developer Edition Eclipse Back-End Systems 37 © Voxeo Corporation, 2009
    • VoiceObjects / Prophecy Hosting ASR, TTS, Call Control Internet Phone VoiceXML Browser (SIP) or PSTN Voxeo Prophecy Internet VXML (over http) Media Platform Driver VoiceObjects Desktop VoiceObjects Server IDE Connector Framework Local PC Apps VO Developer Edition Eclipse Back-End Systems 38 © Voxeo Corporation, 2009
    • Voxeo Prophecy Overview
    • The Prophecy Platform •  World’s most compatible and compliant VoiceXML implementation –  First and only platform to pass 100% of mandatory and optional tests –  Supports 100% of VoiceXML 2.1 features –  Includes VoiceXML compatibility modes to emulate other browsers –  Includes on-the-fly grammar translator to support all grammars; Nuance GSL, Scansoft OSR, SRGS XML, SRGS ABNF, JSGF, IBM BNF •  World’s most proven CCXML implementation –  Voxeo leads the industry in enhanced call control – used since 2000 –  Voxeo is the editor and chair of the CCXML standard –  Voxeo’s production CCXML platform shipped 3 years before any other vendor’s –  Licensed by other leading IVR providers –  Includes CTI support (Cisco ICM, Genesys, Avaya, etc.) 40 © Voxeo Corporation, 2009
    • The Prophecy Platform •  Includes free Voxeo ASR and TTS –  Production-quality English and UK English ASR; English, Spanish, Chinese TTS •  Support for any MRCPv1 compliant speech technology •  Secure two-way recording, conferencing, highly accurate outbound IVR with Call Progress Analysis •  Downloads and installs in minutes with no configuration required –  A single 180MB download with ASR, TTS, and our Designer visual development tool •  Proven scalability going from 2-8 ports on a low-end notebook, to over 500 ports on a single server, to tens of thousands of ports in a server cluster 41 © Voxeo Corporation, 2009
    • Prophecy… beyond IVR •  100% SIP VOIP-based telephony application platform –  Built from the ground up; natively SIP-based –  Other XML IVR platforms were built on a CT card-centric model with SIP added afterwards as a “virtual” or “emulated” CT card –  Unlike these platforms, Prophecy can be used to build any SIP product or service: •  SIP load balancers, proxy servers, and softswitches •  SIP Session Border Controllers, IP PBXs, and IP ACDs •  Works with the widest variety of SIP providers, gateways, softphones and adapters –  Asterisk, Cisco, Paraxip, Sonus and other SIP gateways –  Level(3), Global Crossing, MCI, and AT&T SIP services –  BroadVoice, Sipura, SJPhone, XTEN, and other consumer SIP solutions 42 © Voxeo Corporation, 2009
    • Prophecy Architecture 43 © Voxeo Corporation, 2009
    • Prophecy Features VoiceXML IVR Call Conferencing Platform Support –  Audio play & record –  2 to 200 line call •  Windows –  Voice recognition conferencing –  Windows 2003/2008 –  DTMF Input –  Built in echo cancellation Server –  Text to Speech –  Built in noise suppression –  XP/Vista Desktop –  N-Best recognition –  Dual band automatic gain •  Mac OS X –  Voice verification control (agc) –  Intel 10.5 (Leopard) –  VoiceXML 2.0 & 2.1 –  Listen-only participants •  Linux –  Grammar translation –  Ability to add, remove and –  Redhat Enterprise Linux –  Multi-language support mute participants 5.X –  SIP/CCXML Integration –  Completely CCXML –  CentOS 5.X –  Extremely scalable controlled –  Intel x86 CCXML Call Control CTI/Call Center Integration –  Access to caller-id, –  Support for Cisco ICM / called-id, ANI and DNIS Geotel, Genesys, Nortel, –  Selective call answer Lucent, and more. –  Outbound call initiation –  Intelligent screen pop –  Blind call transfer –  Directed transfer –  Call transfer with –  Asynchronous call transfer supervision –  Modular architecture –  PSTN Network transfer/ –  Completely CCXML Take back & transfer controlled 44 © Voxeo Corporation, 2009
    • ASR and TTS Support Prophecy ASR Prophecy TTS •  •  MRCP - Nuance 8.5 Speechify 2/3 •  •  MRCP - OSR3 RealSpeak 4.x •  •  MRCP - Nuance 9.0 Rhetorical rVoice 4.x •  •  MRCP - IBM Loquendo TTS •  •  MRCP - Telesma IBM •  •  MRCP - Loquendo Loquendo •  •  Any SAPI based •  engine 45 © Voxeo Corporation, 2009
    • Call Progress Analysis •  Voxeo has industry leading outbound call progress analysis. •  CCXML based for fine grained application control. •  Real world customer example: –  School outbound notification company •  15,000 port hosted solution •  Over 500,000 calls per day •  Traffic terminating in markets across the US •  Over 96% accuracy for answering machine detection and successfully message delivery •  Customers “aggressive” target goal had been 90% based on years of experience with other platforms and providers 46 © Voxeo Corporation, 2009
    • GSM Call Recoding •  Greatly lowers disk space requirements •  Perfect for long term archival of recordings •  High quality audio •  90% reduction in file size 47 © Voxeo Corporation, 2009
    • Encrypted Call Recording •  PGP Based •  Public key •  Medical and financial •  NSA Grade 48 © Voxeo Corporation, 2009
    • CTI and Call Center Integration •  Support for Cisco ICM / Geotel, Genesys, Nortel, Lucent, and more. •  Intelligent screen pop •  Directed transfer •  Asynchronous call transfer •  Modular architecture •  Completely CCXML controlled 49 © Voxeo Corporation, 2009
    • Prophecy 9 Management Console •  Prophecy 9 features a new management console to simplify configuration and management of large premise systems •  Physical servers can be grouped and partitioned to create virtual servers •  Based on enhanced concepts, process, and technology used in our SaaS hosting network 50 © Voxeo Corporation, 2009
    • P9: Platform Based Reporting •  Platform generated reporting data •  ASR results •  Call lengths •  Application state •  Custom data hooks •  Easy access to: –  Dashboards –  Charts –  Custom Reporting Views 51 © Voxeo Corporation, 2009
    • Voxeo Prophecy Hosting
    • Prophecy Hosting •  Versatile, secure, and reliable IVR hosting •  Unmatched sign-up and deployment simplicity •  Built-in VoiceXML, CCXML, ASR, TTS, J2EE App Server, VoiceXML design tool, file storage, logging, debugger, tutorials, ticketing system, monitoring, alerts and more •  Completely SIP-based; works with any SIP device or provider –  Pre-deployed with AT&T, Verizon, Global Crossing, Level(3) •  Highly secure; PCI, HIPAA, SOX, Gramm-Leach- Bliley , ISO 17799 53 © Voxeo Corporation, 2009
    • Prophecy Hosting 54 © Voxeo Corporation, 2009
    • Prophecy Hosting 55 © Voxeo Corporation, 2009
    • Evolution Customer Portal Web-based developer and •  customer service portal Includes application •  provisioning, management, monitoring, logging, debugging, alerting Customer support and •  ticketing system Support for global, account •  and public forum tickets evolution.voxeo.com •  56 © Voxeo Corporation, 2009
    • Inbound Calls Mapped to App URL •  Virtualized IVR: Single view of multi-site network 57 © Voxeo Corporation, 2009
    • Use Real-time Debugger in Development 58 © Voxeo Corporation, 2009
    • Deep Insight into Platform Statistics 59 © Voxeo Corporation, 2009
    • SIP Servlets: SIPMethod and SIPoint
    • SIPMethod •  SIP Servlet (JSR 289) development platform •  Create SIP-based applications including –  Registrar and Proxy Servers –  User Agents –  Session Border Controllers –  Presence / IM Servers (SIMPLE) •  www.micromethod.com 61 © Voxeo Corporation, 2009
    • SIPMethod Application Server 62 © Voxeo Corporation, 2009
    • Summary of Unique Voxeo Value •  Proven (patented) large-scale solution •  Value proposition with built-in ASR, TTS, and Designer •  Product features that give you an advantage •  Management tools •  Call Progress Analysis for outbound •  Proven CCXML •  Grammar translation Greater partnership possibilities globally •  Focus on the platform – this is ALL we do •  Thought leadership •  Best Support in the industry •  63 © Voxeo Corporation, 2009
    • Developer Resources •  Evolution Developer Portal –  evolution.voxeo.com •  Prophecy Premise Software –  www.voxeo.com/prophecy •  SIPMethod and SIPoint –  www.micromethod.com/develop/dz.htm •  VoiceObjects Developer Portal –  developers.voiceobjects.com •  Voxeo Blogs –  blogs.voxeo.com 64 © Voxeo Corporation, 2009
    • Configuring VoiceObjects for Voxeo 65 © Voxeo Corporation, 2009
    • Local Setup with Voxeo Prophecy ASR, TTS, Call Control G Softphone VoiceXML Browser SIP Voxeo Prophecy VXML (over http) Media Platform Driver VoiceObjects Desktop VoiceObjects Server IDE My local PC Connector Framework Apps VO Developer Edition Eclipse Back-End Systems 66 © Voxeo Corporation, 2009
    • Remote Setup with Voxeo Evolution ASR, TTS, Call Control Internet Phone VoiceXML Browser (SIP) or PSTN Voxeo Evolution Internet VXML (over http) Media Platform Driver VoiceObjects Desktop VoiceObjects Server IDE My local PC Connector Framework Apps VO Developer Edition Eclipse Back-End Systems 67 © Voxeo Corporation, 2009
    • Remote Setup with Voxeo Evolution ASR, TTS, Call Control VoiceXML Browser SIP Voxeo Evolution Internet Internet VXML (over http) G Media Platform Driver VoiceObjects Softphone Desktop VoiceObjects Server IDE My local PC Connector Framework Apps VO Developer Edition Eclipse Back-End Systems 68 © Voxeo Corporation, 2009
    • Local setup •  Overview 1.  Install Voxeo Prophecy 2.  Install & configure X-Lite Softphone 3.  Configure VoiceObjects Desktop for Eclipse Run Dialog 69 © Voxeo Corporation, 2009
    • 2 - X-Lite Configuration 70 © Voxeo Corporation, 2009
    • 3 - Configure Desktop for Eclipse 71 © Voxeo Corporation, 2009
    • Remote setup •  Overview 1.  Make VoiceObjects accessible from a remote media platform 2.  Create a free developer account in Voxeo Evolution and configure (provision) an application 3.  For use with Softphone (optional): Configure VoiceObjects Desktop for Eclipse Run Dialog 72 © Voxeo Corporation, 2009
    • Configure the Connector URL NAT = Network If your VoiceObjects machine is behind a firewall or •  Address uses NAT, you will most likely need to specify a Translation Connector URL with your external IP address to connect to the remote media platform. Private (internal): Public (external): 192.168.2.196 172.64.3.10 In Eclipse: Pick menu Window / Preferences, •  then select VoiceObjects / Advanced 73 © Voxeo Corporation, 2009
    • Voxeo Evolution Account Step 1 URL: http://evolution.voxeo.com 74 © Voxeo Corporation, 2009
    • Setting up applications in Evolution Step 2 Add Application 75 © Voxeo Corporation, 2009
    • Setting up applications in Evolution Step 3 Application Type: Prophecy 8.0 – VXML 2.1 76 © Voxeo Corporation, 2009
    • Setting up applications in Evolution Step 4 http://{server}:{port}/VoiceObjects/DialogMapping? VSN=testService&vsDriver=89 77 © Voxeo Corporation, 2009
    • Setting up applications in Evolution Step 5 Test numbers: For PSTN, SIP, Skype 78 © Voxeo Corporation, 2009
    • Configure for X-Lite Softphone Use SIP Test number as assigned by your Evolution account 79 © Voxeo Corporation, 2009
    • VoiceObjects Online Help 80 © Voxeo Corporation, 2009
    • Thank you! Dan York dyork@voxeo.com Andreas Volmer avolmer@voxeo.com 81 © Voxeo Corporation, 2009
    • Background
    • Comprehensive Standards Support W3C Voice Extensible Markup Language (VoiceXML) •  W3C Speech Recognition Grammar Syntax (SRGS) •  W3C Speech Synthesis Markup Language (SSML) •  W3C Call Control Extensible Markup Language (CCXML) •  W3C XML Path Language (XPATH) •  IETF Session Initiation Protocol (SIP) •  IETF E.164 Numbers in DNS (ENUM) •  IETF Media Reservation Control Protocol (MRCP) •  IETF Voice Profile for Internet mail (VPIM) •  IETF Zero Configuration Networking (ZEROCONF) •  IETF Authentication and Accounting (RADIUS) •  IETF System Logging (SYSLOG) •  This is the short list. The full supported standards list is available at: http://www.voxeo.com/products/voip-sip-voip-platform-datasheet.jsp 83 © Voxeo Corporation, 2009
    • Unified ASR •  Prophecy provides a unified platform for all ASR engines. •  ASR engine selection is based on xml:lang. •  All grammars use the Prophecy grammar translation engine •  Allows for easy migration between underlying ASR technologies •  Improves multi-lingual support •  Allows for easy migration to Nuance 9 ASR for existing applications. 84 © Voxeo Corporation, 2009
    • Prophecy ASR •  Top tier core speech recognizer engine from leading speech research teams. •  Core engine and models enhanced for performance, and improved recognition, and standards compliance by the Voxeo speech team. •  Supports SRGS, GSL, IBM BNF, JSGF grammar formats •  Designed and optimized for the sweet spot of speech applications today (< 2000 words) 85 © Voxeo Corporation, 2009
    • Prophecy TTS •  High quality concatenative speech synthesis engine. •  English Male and Female voices •  MRCP based with high performance caching. •  Full SSML 1.0 support •  Server side filter-graph based rendering engine •  Voice talent is available for audio prompt matching. 86 © Voxeo Corporation, 2009
    • SIPMethod Overview •  Supports JSR289 SIP Servlets •  Support Web, Communication and Web Services J2EE architecture •  Support SIP/UDP, SIP/TCP, SIP/TLS, HTTP, HTTPS and SOAP/HTTP. •  Support STUN, Symmetric Response and other NAT traversal solutions. •  Support all SIP and HTTP authentication as well as 3GPP and OMA authentication •  Production-ready with High Availability, Load Balancing, Hot Upgrade, Throttling Control, etc. •  JMX-based micro-kernel architecture 87 © Voxeo Corporation, 2009
    • SIPoint Overview •  SIP Registrar and Location Server with Registration event notification •  SIP Proxy with rule-based routing •  SIMPLE-compliant Presence Server •  SIMPLE-compliant XCAP Server with Resource List, Presence Authorization, Notification Filtering support. •  OMA Presence and XML Document Server support 88 © Voxeo Corporation, 2009
    • SIP Registrar and Proxy Server 89 © Voxeo Corporation, 2009