1. Find The Better Way Expand Your Voice with VXML May 10 th, 2005

2. Find The Better Way About Ambient Founded in 1984, Ambient Consulting helps companies find the better way to achieve measurable business results by leveraging real business experience and technology expertise.  Headquartered in Minneapolis, MN  Founded 1984  Privately-held  National Presence  Global Impact  Employees: 175 – Consultants: 150  Ranked 5th in The Business Journal’s Top 25 List of Computer Consulting Firms

3. Find The Better Way Expand Your Voice “By 2005, 50 percent of speech applications will be written using standards- based languages and Web architectures” Gartner Nov 2003

4. Find The Better Way Agenda Overview Benefits –Web Architecture –Open Standards Based –Common development resources Migration Indicators –Multiple channels –Legacy application end-of-life –Large installations –Hosting benefits Q&A

5. Find The Better Way Overview 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

6. Find The Better Way It’s a Language Similar to HTML –Defines a user interface –Tags: vxml, form, prompt, audio –Provided by a server –Interpreted by a browser Hello World! Hello World! VoiceXMLHTML

7. Find The Better Way It’s a Concept Web driven –Client/Server architecture –Content delivered via HTTP over TCP/IP –XML content Open standard –Industry support: VoiceXML Forum –Platform availability –VoiceXML 2.0 W3C Recommendation, March 16 th 2004 AT&T PML 1995199819992000Mar 2004 Jul 2004 Feb 2005 Jun 2005 Dec 2006 Multiple Versions 1.0 Requirements 1.0 Released 2.0 W3C Recommendation 2.1 Last Call Draft 2.1 Candidate Recommendation 3.0 Public Working Draft 3.0 Candidate Recommendation

8. Find The Better Way Voice Web Benefits Open Standards Based –Portability –HTTP –XML –Best-of-Breed Components –Simplified use of Speech Recognition and TTS Common development resources –Tools –Implementation team Tools Teams Devices

9. Find The Better Way Benefits Web Architecture –Hardware reuse –Common code base –Centralized resources (speech, data) –Hosted facilities –Simplified deployment

10. Find The Better Way Common Code Base Data Maintainer (tables, triggers, procedures) Data Access (insert, select, delete) Business Logic (business processes) Presentation (interface generation) Common Components Presentation Components employee and salary tables CalculateSalary procedure DeleteRelatedRecords trigger GetEmployeeInfo ValidateEmployee GetSalary Play Phrase Collect Touch Tones Submit Form Display Image Collect Text Entry Submit Form VoiceXML HTML LayersExamples

11. Find The Better Way IVR (Legacy) Sub-Systems Centralized Resources - Before Voice System Services Text-to-Speech Speech Recognition Fax Resources Data Files Database Speech Application Business Logic Data Access Presentation Application Business Logic Data Access Presentation

12. Find The Better Way IVR (client/server) Application Runtime System Voice System Services Centralized Resources - After Speech Server Text-to-Speech Speech Recognition Data Server Data Files Database Media Server Digitized Speech Application Server Application Business Logic Data Access Presentation Application Presentation IVR (client/server) Application Runtime System Voice System Services IVR (client/server) Application Runtime System Voice System Services

13. Find The Better Way Migration Indicators New Implementations Multiple channels –Voice, fax, email, chat Legacy systems end-of-life Large installations –Multiple platforms –Applications Spanning Servers Hosting benefits –Utilize leading technology: NLSR & TTS –Reduce hardware costs CTI Server IVR PBX Fax VoicemailEmail Dialer Chat Web

14. Find The Better Way Conclusion Antiquated design and development Migration to VoiceXML will result in –Consistent information –Decreased effort –Decreased total cost

15. Find The Better Way Q&A References –VoiceXML Forum www.VoiceXMLForum.org www.VoiceXMLForum.org –W3C www.w3.org/voicewww.w3.org/voice