Building Applications with Vision Media Servers Getting Your Ideas to Market Fast David Asher, Director, Product Marketing, NMS Michael Kuperstein, CEO, Metaphor Solutions

Slide 2 Typical Application Context ISDNVOIP SS7 SIP Vision Media Server Vision VoiceXML Server Vision Signaling Server Complex user dialogs and speech recognition Dense media processing and network interfaces: IVR, conferencing, fax, video High-transaction rate and high availability ISUP and TCAP interfaces SIP, CCXML HTTP RTP MRCP VoiceXML Application Content ASR / TTS

Slide 3 Capability Comparison Vision Media Server/Vision VoiceXML Server Media Functions Network Interfaces Call Control User Dialog Dense Platform Vision Media Server IVR, RTP vocoders, file compression, conferencing, fax, video VoIP or TDM; SIP, ISDN, ISUP Complex, SIP, CCXML Simple DTMF IVR DSP Vision VoiceXML Server G.711 IVR VoIP or TDM; SIP, ISDN, ISUP Simple, VoiceXML Complex with ASR and TTS X86 CPU

Slide 4 Typical Application Profile Call Placed or Received Call Hangup Complex User Dialog Complex Media Processing Best Implemented with a VoiceXML Server Best Implemented with a Media Server

Slide 5 Example: Contact Center Self-service application: automated handling of caller inquiry Connection with call agent, supervisor conference, call monitoring, call recording Complex User Dialog Complex Media Processing

Slide 6 Example: Prepaid Card Processing Identification: user entry of calling number and authentication, account charging, assistance Connection with called party, conferencing, call monitoring Complex User Dialog Complex Media Processing

Slide 7 Example: Conferencing Identification: conference identification, caller authentication, conference scheduling Connection with conference, conference mixing, call monitoring, call recording Complex User Dialog Complex Media Processing

Slide 8 Example: Voice Portal User selection of contentStreaming media of selected content, call monitoring Complex User Dialog Complex Media Processing

Slide 9 Next Generation Messaging Easy expansion of existing messaging applications Speech-enabled voice interaction Content streaming Simple migration to VoIP and IMS NMS CG Board Natural Access Natural Call Control PSTN CallerVoIPCaller New Application RTPSIP RTPMRCP Content Store VoiceXML HTTP Content Store Vision VoiceXML Server Existing Application ASR & TTS Servers

Slide 10 VoIP Contact Centers Add speech-enabled self- service to reduce call agent loads Distributed call agents and supervisors on the Internet to reduce overhead and communications costs Deliver applications as software, not as equipment SIP Call Manager (IP-PBX) VoIP Caller SIP Supervisor VoIP Calls Call Agent SIP, RTP Contact Center App - SIP, RTP VoiceXML Vision Media Server (Gateway Conferencing) PSTN Caller ASR & TTS Servers Self-Service Application Vision VoiceXML Server RTPMRCP

Slide 11 IP and Mobile Centrex Centrex features in converged broadband and wireless environments Easy expansion to new speech-driven applications Build conferencing into the basic application Switch SIP Centrex Application RTPT1/E1SIP RTP Vision Media Server (Gateway Conferencing) VoiceXML ASR & TTS Servers Auto-Attendant, Messaging, etc. Vision VoiceXML Server RTPMRCP VoIP CallerPSTN Caller

Slide 12 High Service Availability Internet Model of Distributed Network Elements Use SIP and Internet protocols (like DNS) Load balance among multiple servers Single failure reduces capacity, not functionality SIP VoiceXML Vision VoiceXML Server Vision Media Server Vision VoiceXML Server Application Callers Vision Media Server Vision Media Server

Slide 13 NMS’s Vision Media Servers Application-ready: SIP, VoiceXML, CCXML Any media: speech, text, music, images, video Any network: VoIP, ISDN, SS7, IMS Carrier-grade: highly scalable, highly available Trusted: built on Open Access components

Slide 14 Reducing Complexity and Time-to-market Michael Kuperstein, CEO, Metaphor Solutions

Slide 15 Agenda Metaphor introduction Reducing complexity and time-to-market Life cycle management of speech applications Call flow specification Development Administration Customer configuration Summary

Slide 16 Introduction Metaphor Solutions provides personal and customer self-service solutions by phone Largest portfolio of packaged speech IVR applications in the industry Life cycle management tools deliver fastest time-to- market in the industry

Slide 17 Portfolio of Speech Applications Enterprise Address change Password reset Change login Trouble ticket management Time and attendance service SpeechOutlook OutlookReceptionist Health Care / Pharmaceutical Prescription refill Schedule & confirm appointment Inbound clinical trial survey Laboratory results Retail Mail catalog Order status Store locator Phone shopping Inventory & pricing Customer satisfaction survey Financial Services Telephone banking Mortgage qualification Stock portfolio management Collections

Slide 18 Some Customers and Partners

Slide 19 The Pain of Complex Solution Development Deployment Cycle : 6-12 months Spec sign-off Hardware/software purchase Hardware/software installation Speech app development Voice recordings IT back-end development Develop logging and reporting Telco installation Unit Testing VUI design testing Quality assurance Load testing Production testing

Slide 20 Central Code Base and Conversation Server Call Flow Chart Application Monitor Integrated Development Environment For whole application in.NET Call Center Managers Administrators IT Engineers Application Reporting Application Customization (Web Based) (Client Based) Speech Application Lifecycle Reduction of Complexity and Time-to-Market Integrated lifecycle management Participant interfaces fit skill set Comprehensive tools and resources

Slide 21 Automatic Call Distributor (ACD) Speech Application 1 Caller Interface 2 Data Interface 3 Agent Interface NMS Vision Media Server Customer Data Base Fulfillment Computer Telephony Integration (CTI) Caller Service Agents Overview of the Speech Application Process for Call Centers

Slide 22 Central Code Base and Conversation Server Call Flow Chart Application Monitor Integrated Development Environment For whole application in.NET Call Center Managers Application Reporting Application Customization 1 (Web Based) (Client Based) Speech Application Lifecycle

Slide 23 Design Spec for Call Flow Call Flow Chart

Slide 24 Central Code Base and Conversation Server Call Flow Chart Application Monitor Integrated Development Environment For whole application in.NET IT Engineers Application Reporting Application Customization 2 (Web Based) (Client Based) Speech Application Lifecycle

Slide 25 Building the Speech Application.NET C# — just one syntax The Code is the Call Flow Easy organization for many prompts and recognitions Automated exception handling

Slide 26 Debugging the Call Flow in Text Mode Text mode View in Internet Explorer View all variables Greatly speeds development

Slide 27 Debugging the Call Flow in Visual Studio Build and debug in VS.NET Debug deployed network calls Greatly speeds development

Slide 28 Central Code Base and Conversation Server Call Flow Chart Application Monitor Integrated Development Environment For whole application in.NET Administrators Application Reporting Application Customization 3 (Web Based) (Client Based) Speech Application Lifecycle

Slide 29 Web Application Monitor Application and Load Monitor Track active sessions CPU load Memory load Change logging type on the fly

Slide 30 Application Reports on the Web Call Statistics Event Statistics Custom Reports

Slide 31 Central Code Base and Conversation Server Call Flow Chart Application Monitor Integrated Development Environment For whole application in.NET Call Center Managers Application Reporting Application Customization 4 (Web Based) (Client Based) Speech Application Lifecycle

Slide 32 Customization—Application Editor (Web) No technical skills needed to use

Slide 33 Customization—Application Editor (Web) Web Service Editor Accommodates to customer-defined web service Maps service solution parameters to customer web service Customers can update their web service at any time Validation maintains integrity of service solution

Slide 34 Summary Metaphor tools reduce complexity and time-to- market of speech applications running on NMS Vision Media Server Integrated Speech and IT applications in one environment Integrated Life Cycle Management Very Easy to develop Very Fast to Deploy

Slide 35 Evaluation Software and Training Download 30-day free trial of Metaphor Conversation Software Development Kit (SDK) metaphorsol.com/MCM 30 packaged applications also available for purchase Free training webinar given each week See NMS Demo of SpeechOutlook

Slide 36 For More Information NMS web site: Contact: Questions?