1. Drew Allen
Senior Trainer, Voxeo University
Voxeo CXP
IVR on Steriods

2. CXP makes it easy for you to
design, develop, and deploy self service
applications in a way that allows your customers
to choose their method of communication.
• Voice, Mobile Web, SMS/Text channels
Reduce cost of ownership
• Mature suite of tools
• Enables collaboration among team members
• Triple Cloud
Business Proposition
How you ask?
Business Proposition

3. CXP for Development
• Personalization through layers reduces development time and
complexity
“The layer concept in CXP gives a tremendous amount of
flexibility. My team is much more efficient since moving to CXP.”
Richard Wager, Rapid Response
• Mature Application Life Cycle Suite
• Rapid Prototyping allows for multiple teams to share
projects, e.g., Dialog flow vs. Grammar design.
• Reusability uses one object in multiple flows relieving the need
to recreate those dialog steps
• Speed to Deployment cut by 25%-40%
“I’ve been using CXP for 2 years, compared to our previous
platform, Time to development is often reduced allowing us to
provide faster turn around and better code” Liz Dela
Mora, VoiceNet Interactive

4. Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere

5. Defined
once
Applied
everywhere
Reused
Personalization
Layer concept for dynamic, personalized
dialogs
• across multiple channels and languages
• for different customer
categories, values, preferences, transaction
history, …
Reusability
• Modularization facilitates team collaboration
and maintainability
• Organize frequently used objects in shared
libraries
Consistency
• Inherit generic functionalities such as
navigation commands and event handling to
Development Productivity

6. Appl.
Logic
Dialog step
generated
for …
Lisa
BenPhone
App.
Logic
Presentation Layers
Efficient management of dynamic, personalized applications
Layers Manage Complexity
Features
• Adapt system responses
at call time
• Examples:
• Multi-persona design
• Multiple languages
• Caller history
• Customer status
• Voice / DTMF
Benefits
• Keeps development and
maintenance costs down!
• Simplifies management of
complex services

7. Silos
Increase Productivity and Reduce Costs with CXP
Resources
required to:
• Design
• Develop
• Deploy
• Maintain
• Document
• Analyze
• Test
Tools to
develop:
• VXML Dialogs
• SMS/Text
• Mobile Web
• Prompt Design
• Dynamic Dialogs
• Industry leading
Analytics
Multiple tools to build one application across channels

8. Apps
VoiceXML
Service
Creation
Interactive
Voice/Video
Response
Stats Apps Stats
Interactive
Mobile Web
Response
Web
Application
Server
Mobile Web
Service
Creation
Interactive
SMS/Text
Response
Stats
SMS/Text
Service
Creation
Apps
SMS/Text
Application
Server
Voice
Application
Server
Backend Systems
Legacy Data | CRM | ERP | Billing | Content
8
More VoiceObjects Architecture
Multi-Channel Support – Dissolving Silos

9. Multi-Channel Support – Dissolving Silos
Reduced expenditures to maintain tools
9
More VoiceObjects Architecture
Apps
VoiceXML
Service
Creation
Interactive
Voice/Video
Response
Stats
Interactive
Mobile Web
Response
Mobile Web
Interactive
SMS/Text
Response
SMS/Text
CXP
Backend Systems
Legacy Data | CRM | ERP | Billing | Content
+ Analytics

10. CXP Analyzer
Grammar IDE
Debugger, Trace Viewer,
Phone-less testing,
Load Testing
Project
Documentation
Storyboard Manager
CXP Developer
CXP Commander
Application Lifecycle Management

11. CXP Analyzer
 Pre-built reports
 Reporting engine with
drilling, slicing & dicing …
 Integration with CTI & CRM
Need reports for developers,
administrators and business,
and in-depth analysis tools?
InfostoreCXP Developer
Back-End Systems
Legacy | CRM | ERP
Voice, Video
Device
AppsConnector Framework
ASR, TTS, Call Control
VoiceXML Browser
Media Platform Driver
CXP Server
Application Lifecycle Suite - Architecture

12. CXP for Deployment
• Operate applications on multiple dissimilar media
platforms in parallel
• Easier Migration
• Capacity Planning
• Redundancy, Failover
• Central OA&M on Server Clusters
• Operate multiple machines from a single
Virtual Command Center
• Safety features
• One-click hot deployment & rollback
• Administrative reports
• Real Time Monitoring and notifications through
SNMP, E-Mail and Web Services

13. • Media Platform Drivers
• Operate applications on
multiple dissimilar media
platforms in parallel
making migrating
easier
Design Once – Deploy Anywhere
Maximum Flexibility, Minimum Risk
CXP Server
Media
Platform
Driver

14. Using Multiple Media Platforms
Apps
VoiceObjects
Phone Application
Server
IVR 1
VoiceXML
Browser
Statistics
On Premise
Driver 1
Operating multiple
dissimilar media
platforms on premise
IVR 2
VoiceXML
Browser
Driver 2
IVR 3
VoiceXML
Browser
Hosted
Internet
(https, VPN)
Operating dissimilar
media platforms
on and off-premise
Driver 3
Telephony
Network

15. Back-end Integration Methods
• Seamless, fle
xible
integration
of business
logic and
data
• Standards
based
XML data
(or simple
post)
Server side
CGI Scripts
(JSP, ASP,
Perl, PHP,...)
HTTP
Connector
...
RDBMS
J2EE
Java RMI
JDBC
…
.NET remoting
RFC
MQ
SAP
BAPIs
MQ Series
.NET
Java
Connector
DB
Connector
Web
Services
Web Service
Connector
SOAP or
RESTful
CXP
Server
Connector
Framework

16. CXP for OA&MCXP for OA&M
Virtual Control Center
• Number of sessions
• Session by Service
• Session duration
• Status, active, finished,
rejected, aborted
Real Time Monitoring
• SNMP
• Email
• Web Services

17. Cool new FeaturesCool New Features
BUI – Business User Interface
• Allow business users to make changes without
a developer
• Make changes to individual objects based on a
multitude of reasons
HSA – Hostspot Analytics
• Allow developers to see real time analytics
giving them more control and better insight

18. Give Business Users Control
Change Prompts
Enable Announcements
Set Business Hours
Configure Transfer Numbers
Re-order Menu Items
Enable Marketing Campaigns…
BUI (Business User
Interface)

19. • Performance
metrics with
threshold reporting
• Available Metrics
• ASR performance
• Menu choices
• Task completion
• Trend Analysis
19
Hotspot Analytics
Developers get real-time insight into service
usage and caller experience

20. Business Tasks with bad
performance are highlighted
Drill-down by
failure type
Hotspot Analytics

21. Try CXP for FREE!
http://voxeo.com/FREE/

22. Drew Allen
dallen@voxeo.com
THANK YOU!