1. © 2007 Avaya Inc. All rights reserved. Interactive Voice and Video Response Applications Dr. Valentine C. Matula vmatula@avaya.com +1 614 825 6415

2. © 2007 Avaya Inc. All rights reserved. Live Video is Available on 3G Phones Today Services Offered Include: –See You / See Me (CUCme) Video –Video Conferencing –Downloadable Video Content –Video Mail

3. © 2007 Avaya Inc. All rights reserved. Using Consumer Video for Business When you call a friend –You can hear each other –With video, you see each other When you call an Enterprise contact center –You hear IVR with keypad or speech recognition input –But, what would you see? Our thinking: –Multimedia for more effective self-service systems Less opting out Accomplish more business while in system –Multimedia overlay for more effective agents Shorter call holding times, more upselling, higher customer satisfaction What is your account number?

4. © 2007 Avaya Inc. All rights reserved..II [ ] 6/12/2014 2:10:25 PM C-Jet Airline (recorded) Demo Scenario: –User calls C-Jet, an airline –Listens and sees a menu of choices –Chooses to get flight arrival information –Uses speech to select specific flight (Click to play)

5. © 2007 Avaya Inc. All rights reserved. One-Way Video: The Business Value of Improved Interaction Visual branding Visual guidance for voice IVR –See choices –Confirm selections Show results Flight Info: 1 Reservations: 2 Seat assignment:3 Baggage claims: 4 Flight: 57 Arrival Information Yesterday, today, or tomorrow?

6. © 2007 Avaya Inc. All rights reserved. One-Way Video: Applications NOT possible with Voice Alone Show Multiple Choices Quickly –Schedule choices –Price choices Show Complex Choices –Seat locations –Maps showing locations Show Possible Experience / View –From a stadium seat –See hotel room –View of street when giving directions -TicketMan – July Schedule 10111213141516 17181920212223 24252627282930

7. © 2007 Avaya Inc. All rights reserved. Moving Beyond Self-Service Customer-Agent Calls With 1-Way Video Overlay Issues with see you/see me video –Call centers not built to be seen –Customers dont want agents to see them –Low business value from just seeing agent talk on a screen Instead, we propose video driven by a business application: Watch this while I talk to you –System-selected video content based on transaction in progress –System-generated (e.g. credit balance) –Agent-selected video content Let me show you on how to replace your printer cartridge –In addition to a live video feed of agent… Val Matula Hello, this is help desk agent Val Matula. How may I help you today? I have an HP 5550 inkjet printer. How do I change the ink cartridge? Take a look at your screen. Is this your printer? Yes, thats the one. Good. Please watch this short clip on changing the cartridge.

8. © 2007 Avaya Inc. All rights reserved. Interactive Response Or Voice Portal J2EE App Server DD Application VXML/HTTP(S ) 555-1212 Application Development Tools (Avaya Dialog Designer) Design, Develop, Simulate, Deploy, Manage 1. Graphically build call flow, caller prompts, grammars using Wizards 2. Generate application code 3. Simulate using embedded VoiceXML browser 4. Deploy Java servlet to J2EE Tomcat or WebSphere 5. Servlet generates VoiceXML processed on IR or Voice Portal

9. © 2007 Avaya Inc. All rights reserved. Video Applications Dialog Designer 4.0 + Video Video Generated at VXML Page generation time Voice Portal managed same as voice applications

10. © 2007 Avaya Inc. All rights reserved. Basic Video Prompt Built With Video Segments: Video Image, Video Clip, Video Text, Video Color No change: Audio Prompt Controls, Application Flow, ASR, TTS…

11. © 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Simple Logo –Basic level of video application –Set prompt at beginning of call –Convey generic level of video –Use when no other information available or makes sense

12. © 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Text Menus –Display menu options –Convey options faster than audio –Speed up transaction with type ahead –Provides hints for speech input –Dynamic or Static content Flight Info: 1 Reservations: 2 Seat assignment:3 Baggage claims: 4

13. © 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Prompt and Confirm –Display next prompt –Display current state of user input –Provide implicit user confirmation Current state is incorrect, accept user notification (# or back) Flight: 57 Arrival Information Yesterday, today, or tomorrow? Graphic Transaction Information –Product photos, maps, room displays, calendarsany web-like info

14. © 2007 Avaya Inc. All rights reserved. IVVR Prompting Techniques Moving Content –Branding Introductions –Use for long hold times –Transaction wait times –Show and sell extended services Caution: NOT 30 Frames per Second!

15. © 2007 Avaya Inc. All rights reserved. Summary Multimedia for more effective self-service systems –Less opting out –Accomplish more business while in system Multimedia overlay for more effective agents –Shorter call holding times, more upselling, higher customer satisfaction Use application design techniques built into existing Open Source-Based tools like Eclipse