1. J.R. Sloan VP, Product Management and Marketing
2009 Product Roadmap
J.R. Sloan
VP, Product Management and Marketing

2. Session Objectives Product overview Product strategy
Release priorities
Futures

3. Every day, millions of people experience Syntellect Voice Solutions Voice Solutions
When Calling Customer Service
When Calling for Directory Assistance
When Scheduling
Appointments
When Providing Information By Phone
When Completing Transactions
When Communicating at Work
We Automate and Personalize Customer Interactions Through Voice Self-Service and Contact Center Solutions

4. Product Vision
Provide an optimal mix of products, services and support that help our customers to:
Reduce costs
Improve efficiencies
Solve business problems
Help build value and strengthen customer relationships

5. Communications Portal

6. Overview: Syntellect Communications Portal
Standards-based, IP-centric platform
Integrated application development and management components
Reduces the time, cost and complexity of deploying enterprise voice and IP communications solutions.

7. Product Strategy: Communications Portal
Envox CDP becomes core next generation of Syntellect self-service platform
Vista/SVP upgrade to Communications Portal
Existing SVP customers will have continued support for current releases
Syntellect provides current SVP customers with a strategy for migration

8. Communications Portal 7.2 Enhancements
Product branding
MRCP 2.0 resource support with Dialogic boards
MRCP 2.0 resources with native script based applications
Support for Windows Vista and Windows Server 2008
Speech Technologies
Nuance 9 Speech Recognition
Nuance Open Speech Recognizer (OSR) 3.0
Telisma Telispeech Recognizer 2.0
Nuance Verifier 4
Nuance RealSpeak TTS 4.5
Nuance Vocalizer TTS 3.0 & 4.0
Released
March 5, 2009

9. Communications Portal Roadmap - 2009
Integration with Customer Interaction Management
Provides a standards-based multi-media interaction arrival point
Brings support for VoiceXML and CCXML to contact center suite
Common application development toolset for self-service and live-service applications
Reporting Enhancements
Expanded set of “out-of-the-box” reports
Support for Business Objects Crystal Reports as custom report creation toolset

10. Future: Communications Portal
Platform Maintenance
Operating system updates
ASR/TTS updates and integrations
VXML / CCXML updates
Enhanced Video support
CT Connect integration updates
Integrated Outbound Campaigns (Communicator)
Web-based administration interface for campaign and list management
Message delivery/notification
Interactive touch-tone/speech-enabled applications
Agent transfers
Advanced answering machine / voice mail detection

11. Product Strategy: Studio / VXML Studio
Multi-media, multi-modal, interaction routing development environment
Will be used for developing all non-voice CIM applications (i.e. routing, , SMS, etc.)
Can be used for voice applications when VoiceXML is not a customer requirement
VoiceXML Studio
Web-based IDE
Pure VXML 2.0/2.1 application development

12. Customer Interaction Management (CIM)

13. Overview: Customer Interaction Management
IP / TDM Support
Speech-enabled self-service voice portal
Unified multi-channel interaction management
Intelligent routing
Powerful agent interface
Complete, searchable customer interaction history
Comprehensive management tools
Business driven reporting
Call Recording
Workforce Management
Key Points:
A unified multi-channel approach to interaction management is required to meet the needs of today’s customer service environment.
Apropos Customer Interaction Management addresses all the communication channels your customers are using today and is prepared for the future forms of interactions.
Quality Monitoring

14. Product Strategy: CIM Platform unification
Unified user interfaces and reporting
Unified application development toolset
Communications Portal integration

15. Post v6.6 Enhancements Survey Manager Business Application Connectors
Siebel Validated Integration
WFM integrations (IEX TotalView, Verint Impact 360)
Product Supportability Tools
Support Center, TraceTraker
Switch validations & certifications
Avaya AES-TSAPI
Mitel SDK 3.0
Nortel CS1000 Symposium 6
ShoreTel v7.5/v8.0/v8.1
Code defect resolution
v6.6 is the most stable release to date

16. Post v6.6 Enhancements – cont’d
Syntellect Call Recorder
Integrated to CIM
Support for TDM and IP switches
Voice and screen recording
Quality management (score cards)
Support Center v1.0
Automates application of PRC updates to v6.6 and higher
Released
Feb. 12, 2009
Released
Feb. 4, 2009

17. Customer Interaction Management v7.0
Support Center Phase 2
Full Product Rebranding and UI updates
Server-Side CHIP Process (Product Integration)
DSE Card Replacement
Oracle 11g
Tomcat, Apache, Java 1.6, SSL 3rd party upgrades
Firebird DB Replacement
Release Target
July 2009

18. Outbound Communicator

19. Overview: Syntellect Outbound Communicator
Automation of outbound campaigns
Efficient call blending
Maximize utilization of contact center agents
Higher contact center efficiency and profitability

20. Syntellect Outbound Communicator
Initial Feature Support
Call Blending
Predictive Dialing
Automatic time-zone recognition
Live Voice Detection
Variable call pacing controls
Database screen pops
Call list import
Call list exclusion and filters management
Call Center integration
Agent callback scheduling
Skills based routing
Release Target
Early Q4-2009

21. Future: Syntellect Outbound Communicator
Outbound IVR campaigns
Campaign chaining
System alert s
Granular dialing rules
Multimedia support ( , SMS, etc.)
Multitenant/partitioned support

22. CT ADE Development Platform

23. Overview: CT ADE – Development Platform
Low-cost, high-density, high-availability carrier and service provider platform
Rapid Application Development (RAD) toolkit
Complete access to Dialogic telephony hardware/software interfaces
Accelerates the development of voice and video communication solutions

24. Envox CT ADE 10 Enhancements
Support for service oriented architectures and industry standards
Media Resource Control Protocol (MRCP) 2.0
Extended SIP support
Expanded communications modes
Video messaging (through Dialogic HMP 3.0)‏
Support for asynchronous conferencing (CNF API)‏
Increases scalability of conferencing applications significantly (5X for one customer)‏
SMS through SS7’s GSM MAP

25. Envox CT ADE 10 Enhancements
Extended IP telephony support (through Dialogic HMP 3.0) to support customer service and unified communications trends
Secure IP calls using Secure Real Time Protocol (SRTP) or Transport Layer Security (TLS)‏
Improved IP density – 600+ channels/server
H.263 video codec
Support for Global Call in 3PCC mode
Compatible with the latest speech technologies
Nuance 9
Nuance RealSpeak 4.5
Software-based licensing option, continued support for hardware keys

26. CTI Middleware – Syntellect CT Connect

27. Overview: Syntellect CT Connect
The industry standard for PBX integration
CT Connect currently serves ~1 million agents worldwide
Over 10,000 CT Connect licences sold worldwide
More than 100 contact center solutions developed using CT Connect

28. Syntellect CT Connect 7.5 Support for Alcatel OmniPCX Enterprise v8.0
Support for Cisco Call Manager 6.0
Support for Mitel MN3300 via MiTAI SDK 3.0
Support for Ericson MX-ONE
Product rebranding to Syntellect
Release Target
April 2009

29. Future: Syntellect CT Connect
Release plans (under review)
Updated switch support‏
Siemens HiPath 8000
Alcatel 9 including “XL flag”
Cisco Call Manager 7
Enhance integration with Asterisk (SIP)
Operating System support
Virtual Server support (VM Ware ESX)
Windows Server 2008
64 bit operating systems

30. CTI Integrations – Syntellect PhoneLink

31. Overview: PhoneLink Screen pop Click to dial
Comprehensive statistics and logging
Including information on ANI and DNIS
One click new case creation
Copy telephone numbers
Integration with Work flow
Wrap-up codes to allow work-flow definitions in Salesforce
Ability to extend Syntellect PhoneLink
Routing, IVR, OnDemand voice self-service
So, what is Syntellect PhoneLink?
Syntellect PhoneLink is a CTI application that when used in combination with Syntellect CT Connect adds Screen Pop and Click-to-Dial capabilities to contact centers using Salesforce. This leading CTI software provides “out of the box” connectivity with over 30 PBX and ACDs, including TDM, IP and hybrid models from Cisco, Avaya, Nortal, Siemens, Alcatel, Mitel, NEC and Genesys. So, you can add CI capabilities to your contact center while leveraging your exisiting infrastructure.
Let’s take a look at how it works…

32. PhoneLink for Salesforce 2.2
Avaya – Multiple Line Appearances
“Create Case” from soft phone
SOSL pre-query
Call logging configuration
Custom wrap-up codes
Released
Feb. 12, 2009

33. Future: PhoneLink for Salesforce
Salesforce.com new layout
Integrate into the new web interface
Increase integration capabilities for Salesforce’s System Integrators
Integrate closer with Call Information Manager
Increases screen-pop capabilities

34. PhoneLink for Siebel PhoneLink for Siebel 1.0 Released Feb. 26, 2009
CTI adapter for Siebel CRM
Support for Avaya S8xxx PBX
Replaces functionality of Oracle’s former CTI adapter
Released
Feb. 26, 2009

35. Future: PhoneLink for Siebel
Additional switch support
Nortel
Siemens
Alcatel
Increase integration into Call Centers
CIM integration

36. Thank you!