VIDEO IVR VAS & Customer Care
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1 Marketing Overview Plan Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 1 Inc. All rights reserved.
2 Marketing Who Plan is APEX? Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 2 Inc. All rights reserved.
3 APEX Voice Communications 21 Years Experience Providing Enhanced Services and Customer Care Solutions OmniVox3D Application Server Installed in 95+ Countries Value Added Reseller (VAR) Network 60+ VARs Provide local support, application development & customization OEM Licensed Product to: Avaya, Ericsson, Aastra, Cisco, Qualcomm & Tango / Page 3
4 Strategic Partners / Page 4
5 15K+ Enterprise Customers / Page 5
6 250+ Network Operators / Page 6
7 Marketing Video enabled Plan Overview SDP VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 7 Inc. All rights reserved.
8 APEX TODAY! Leader in Service Delivery Platforms for: Voice Video Data OmniVox3D Application Server: Intelligent Routing for TDM & SIP Multimodel Voice, Video & Data on same call Focused Expertise for Value Added: SERVICE DESIGN SERVICE DEVELOPMENT SERVICE EXECUTION / Page 8
9 / Page 9
10 SIP Session Management Media Server Control Flexible Service Execution Scalable High Performance Distributed Architecture / Page 10
11 Service Creation GUI based Application Development Voice, Video & Data Application Debugging WEB Services OAM&P Console Configuration Monitoring Prompt Management Report Management Commmand Line Interface / Page 11
12 Marketing Market Plan Forces Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 12 Inc. All rights reserved.
13 Video You Tube is now driving more Internet Traffic Capacity than the Entire Internet in 2002 Larry Erving, Former U.S. Asst Secretary of Commerce Video is Seen as the Killer Internet Application What this really says is: Video is filling up the internet and all IP Connectivity What is Video doing to the Mobile Network? / Page 14
14 Video Chat / Page 15
15 Front Facing Cameras / Page 16
16 Legacy Architecture Diagram COMBINED: Application Logic (TS) Telephony Services MFCR2 VM TS/MS (MS) Media Resources ISDN IVR TS/MS TDM - PSTN SS7 Prepaid TS/MS Telephone ISDN Collect Calls TS/MS / Page 17
17 SIP Network Diagram for Services VM IVR PREPAID Dialogic Media Server Farm COLLECT SIP SIP Telephone / Page 18
18 Marketing What is Plan Video Overview IVR? VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 19 Inc. All rights reserved.
19 3G Video vs Streaming Video Problems with Streaming Video on a 3G Phone Streaming videos to mobile phones requires content providers to work with multiple video formats Streaming videos is one way, not interactive Streaming video is data, and data is not as easy to bill as a phone calls Streaming Video swallows huge bandwidth Advantages of 3G Video 3G Video turns video phone into a thin client 3G Video allows control and interaction via DTMF 3G Video is billed as a premium phone call 3G Video is always 64k / Page 20
20 3G Call Center IVVR File Based Content Dynamic Video Generation Generates Prompt Images as Needed Works with Concatenated Voice Built as Web Images, presented using Video via DVG Google Maps Customers can now be prompted via Voice & Visual Prompts SIP & 3G Networks with 324M video support We Care 1 Balance 2 PIN Reminder 3 Change PIN 4 Usage / Page 21
21 3G Video Calling Portals Access to Extended Play Content Content Access Menus DTMF Content Control Live Feeds Recorded Data Access via Dialed Number Short Codes Call Back Video Portal 1 Direct TV 2 Entertainment 3 Traffic 4 Conferencing / Page 22
22 Video Portal Video Portal 1 Direct TV 2 Entertainment 3 Traffic 4 Conferencing / Page 23 23
23 3G Video Portal Content News Entertainment Sports Instructional Video Mail Security Traffic Call Center / Page 24
24 Video Conferencing & Video Chat Voice Activated Switching See real-time video stream of the active speaker Beneficial with mobile handsets with limited screen size Continuous Presence Show multiple sites continuously Supports multiple real-time video streams within a multipane display March xx, 2010 / Page 25
25 Marketing Technical Plan Requirements Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 26 Inc. All rights reserved.
26 3G Video with APEX 3G Video Handsets 3G-324M Video SIP Call Control Content requests via IP HTTP URI based Dynamic Video Server using HTML & Scalable Vector Graphics SS7 - TDM Media Server Control: SIP / MSCML / MSML/MOML VXML with MRCP RTP AUDIO Http Video 3G Mobile Network SS7/TDM/H.324M -- SIP Gateway SIP Network RTP VIDEO Media Server Farm / Page 27
27 APEX Video Applications in NGN Application Layer Common Database Functions HSS SLF ENUM NASS SIP Media Server Control: MSCML / MSML/MOML S-CSCF I-CSCF BGCF MGCF SGF CLF P-CSCF/IWF SIP Call Control I-BCF/IWF RACS SPDF PDF SPDF L-PDF IP Transport MRF RTP Audio RTP Video A-BGF I-BGF T-MGF IMS Video Client Access Networks (xdsl, VPN, Mobile, WiFi) Other SP Networks PSTN / Page 28
28 3G Video with APEX Application Execution XML Based Logic Enhanced Performance Distributed Architecture Centralized Management Reliable All components can run in pairs Enhanced performance IO Completion Ports / Page 29
29 3G Video with APEX One Call Flow Multiple Media Servers Leading Open Media Server Control Protocols for multiple vendors MSML/MOML MSCML VXML Specialized Uses VXML ASR/TTS MSCML - Conferencing / Page 30
30 3G Video with APEX Open Platforms Media Gateways 324M to SIP Video Conversion Transcoding Media Servers Voice-Video Recording & Playback Conferencing / Page 31
31 Marketing Market Plan Success Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 32 Inc. All rights reserved.
32 3G Video IVR Banking OmniVox3D s Dynamic Video Generation (DVG) Generates HTML Prompt Images as Needed - Presented as Video Works with Concatenated Voice Shows Visual Response to DTMF Customers can now be given Voice & Visual Prompts Access via a Simple Phone Call More Reliable and More Secure than Internet Visual Verification of Caller APEX Bank Welcome Enter Account 2 _ - _ / Page 33
33 Benefits of IVVR for Banking Reduce number of IVR calls forwarded to the Call Center Estimated 10 to 20% Improvement over IVR Improved Security Improved Customer Satisfaction Ease of Use APEX Bank 1 Checking 2 Savings 3 Transfers 4 Customer Care / Page 34
34 3G Video Call Centers Customer Questions Can be transferred to a Standard Voice or Video Call Center Customer Assistance Added Value Video Tutorials and Marketing Two Way Video Call allows for Video Record of Person in Transaction Live Visual Verification APEX Bank 1 Checking 2 Savings 3 Transfers 4 Customer Care / Page 35
35 VAS IVVR Services Current VAS IVVR Services: Video Uploading Video caller will call into system and record a video for a specified period and then upload it onto the Mobile Network Portal or on his/her social networking account (YouTube, Facebook..etc). Video Alerts Subscription Video service each registered caller should receive a call with a video alert (Service Provider Offers, Video Clips, Breaking News, Scheduled News, Sports, Special Interest Videos..etc). Video Dedication Etisalat Subscribers can select video from list to send it for any of their friends. / Page 36
36 Marketing Summary Plan Overview VIDEO IVR VAS & Customer Care January 26, 2011 April 2010 xx, APEX 2010 Voice / Page Communications, 37 Inc. All rights reserved.
37 3G Video vs Streaming Video Problems with Streaming Video on Phone Streaming videos requires content providers to work with multiple video formats on phones Streaming videos is one way, not interactive Streaming video is data, and data is not as easy to bill as a phone calls Streaming Video swallows huge bandwidth Advantages of 3G Video 3G Video turns video phone into a thin client 3G Video allows control and interaction via DTMF 3G Video is billed as a premium phone call 3G Video is always 64k / Page 38
38 Summary 3G Video Overview Streaming vs Video Calling Is Video the Killer App? 3G Video Calling Application Types Video VAS Portals IVVR with DVG & Call Center Integration Video Conferencing IVVR Mobile Network Advantages Bandwidth Charging Customer Satisfaction / Page 39
39 KENT WINTER VP of Sales, EMEA-ASIA Tel.: / Page 40
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