Collaborative Customer Relationship Management (CCRM) User Group June 23 rd, 2004

Agenda Introductions Mission statement Discussion: Migrating to VoiceXML Future Meetings

Introductions John Rief Knowledge Consultant 7 years with Ambient Consulting 10 years voice response experience

Mission Statement “To share knowledge and discuss topics and techniques which enables us to meet customer and corporate objectives through the creation and use of contact center channel solutions”

VoiceXML Defined VoiceXML: Voice Extensible Markup Language “…VoiceXML is designed for creating audio dialogs that feature synthesized speech, digitized audio, recognition of spoken and DTMF key input, recording of spoken input, telephony, and mixed initiative conversations. Its major goal is to bring the advantages of Web-based development and content delivery to interactive voice response applications.”* *World Wide Web Consortium –

VoiceXML: Understanding Architecture: client/server Tools: Java,.Net, anything Resources: speech, data

VoiceXML: Common Infrastructure

VoiceXML: Benefits Open standards based: March 16, 2004 W3C recommendation Variety of development options: Java &.Net Promotes resource sharing: application, speech, data Single phone/web infrastructure

VoiceXML: Migration Indicators Use of multiple channels Platform end-of-life Large, scalable applications Hosted applications: BeVocal, VoiceGenie New applications

VoiceXML: Q&A For more information see:

Future Meetings Logistics: venue Collaborative: other presenters Topics Effective voice applications: designing dialogs, grammar tuning Usability testing CTI Security New Users