PROPHECY. For Service Providers. Unlocked Communications Customer Obsession Teams Communications Passion

Transcription

1 PROPHECY For Service Providers Unlocked Communications Customer Obsession Teams Communications Passion

2 PROPHECY OVERVIEW Service providers worldwide and thousands of companies, including half of the Fortune 100, use Voxeo Prophecy to deliver self-service over the phone. Recognized by Gartner, Ovum, and Opus Research as one of the leading IVR platforms, Prophecy is a proven solution handling billions of minutes annually. Voxeo Prophecy is built entirely on industry standards for developing and deploying automated customer contact and call control applications, including VoiceXML, CCXML and SIP. Unlike other standards-based platforms, Prophecy installs in five minutes on Linux or Windows complete with a softphone, sample applications, application design tools and built-in speech recognition and text-to-speech for US English and Spanish. No professional services or installers are needed. Prophecy can also be used on-demand via Voxeo s global cloud hosting solution, which is backed by a 100% Uptime Guarantee. Carrier-Grade Communication Platform Service Providers worldwide take advantage of Prophecy s unique management console and automated configuration capabilities to centralize management of multi-site, multithousand port systems. The solution supports sophisticated OA&M, such as provisioning of multi-tenant applications, centralized configuration and maintenance, network-level reporting, billing and call status monitoring within a managed service network or large on-premise installation. Service Providers also have the option of leveraging the Voxeo cloud anywhere in the world. When deployed as an OEM solution, Prophecy gives Service Providers the ability to drive revenue with differentiated, enhanced services such as hosted IVR, outbound notifications, multi-channel self-service, social CRM, mobile applications and more. As an automated contact center solution for internal Service Provider use, Prophecy enables highly efficient, effective customer service at lower costs. Voxeo Pro, which includes the CXP Application Lifecycle Management suite, enables streamlined development of agile, multi-channel customer contact applications, 1:1 and group-level personalization, and deep cross-channel analytics for the very best customer experience possible. Customers have reported up to 50% savings in development, 80% savings in maintenance and lifecycle management and a 10:1 efficiency increase in largescale managed service operations. Prophecy Highlights Eliminate the complexity and constraints of costly legacy IVR systems. Use automated inbound and outbound interactions to improve service, drive sales and lower costs. Build and deploy self-service applications such as store locators, order tracking, password resets, surveys, appointment reminders and more in an easy to use, standardsbased development environment. Extend your applications to additional interaction channels, such as SMS (text messaging), IM and the mobile web. Reduce telephony, transport, and hardware costs with centralized deployment and management, native SIP support and the smallest footprint on the market. Deploy on premise, in Voxeo s global cloud hosting network or both. Works in TDM, IP, or hybrid environments.

3 PROPHECY COMPONENTS Voxeo VoiceXML Browser. Voxeo s VoiceXML Browser has been in production for over a decade. It s a 100% VoiceXML compliant browser and has passed every mandatory and optional certification test. Based on the technology used in Voxeo s worldwide SaaS hosting platform, Prophecy Commander brings the full capabilities of our multi-tenant IVR virtualization and distribution technology to any Prophecy deployment. Voxeo Call Control XML (CCXML) Browser. The world s most widely used and reliable CCXML browser for standards-based call control, Voxeo s CCXML browser has been in production with live customers since 2002 and has processed billions of calls. It uniquely supports 100% of the CCXML standard s capabilities, including intelligent call progress analysis (CPA), call conferencing and Computer Telephony Integration (CTI). Voxeo Designer. This Visio-like rapid application development tool works like an interactive tutorial, walking users through simple steps to create any IVR application without writing a single line of code. Prophecy ASR and TTS. Prophecy is bundled with Voxeo s own speech recognition and synthesis for US English and Spanish. Prophecy also supports more than 40 additional languages using engines from vendors including Cepstral, IBM, Loquendo, LumenVox, Microsoft, Nuance and Telisma. Prophecy Commander Management Console. With Prophecy you can take control of even the most complex environments. Prophecy Commander enables a single view of your multi-site network. Within the console, administrators can create loadbalanced pools of identical cloud services across multiple physical machines for higher density and availability. Virtual Platforms collect and prioritize groups of services, such as speech recognition engines and browsers. Prophecy Commander provides administrators with continually updated graphs, gauges and tables for a real-time view of the performance of any Prophecy server, server group, virtual platform or application. Get a visual overview of the information needed to keep your network running at its best, including the number of current calls, the number of new call setups per minute and a snapshot of historical activity. Use Prophecy Commander to: Get an immediate and dynamic view into platform performance and traffic Interactively drill down to analyze problem areas and take action Aggregate and view statistics at the global, site or application level Provision network resources on the fly Define groups of services, servers, platforms and their resources Centrally configure and manage multiple distributed systems with ease Prophecy Log Viewer. Quickly correlate data for application debugging and reporting. Logs are gathered with a distributed architecture in mind, allowing one centralized Log Indexer to aggregate logs and create ad hoc reports across an entire community of Prophecy servers. Voxeo CXP Analyzer. In addition to collecting and indexing generated data and call logs in real time, Prophecy comes with 15 built-in reports from the industry-leading Voxeo CXP Analyzer. Enterprises can access 30 additional reports by adding analytics notations to existing VoiceXML applications. CXP Analyzer is pre-integrated with Business Intelligence (BI) solutions from SAP BusinessObjects, IBM Cognos and MicroStrategy.

4 FEATURES AND BENEFITS Standards-based developer tools Diverse speech recognition Advanced call control Call progress analysis Secure, two-way call recording Intelligent transcription CTI support Built-in SMS and IM support Analytics and reporting Complex call route management Simplified back-end integration Multi-tenancy and virtualization Prophecy addresses a wide range of developer skill sets and preferences so you can deploy better applications faster and make changes with ease. Write applications directly in VoiceXML or CCXML; use Voxeo s web-based, Visio-like Designer tool for free; or use Voxeo CXP for complete Application Lifecycle Management. Prophecy supports the use of multiple ASR and TTS solutions, enabling mixed deployments and automatic migration between underlying engines. Prophecy provides MRCP standards-based connections to Nuance, Loquendo and others, as well as Voxeo s own speech recognition and synthesis engines. Prophecy supports call control via both the W3C CCXML and Java SIP Servlet standards. Prophecy s CCXML engine was first in the market and its built-in SIP Servlet engine is fully Java JSR-289 compliant, supporting over 20,000 concurrent SIP sessions per server. Voxeo delivers industry-leading call progress analysis (CPA) capabilities for Outbound IVR. Voxeo CPA offers advanced detection of humans versus answering machines with 96% accuracy when used in an outbound notification application. Record any IVR or agent call that passes through the platform without the expense of a separate recording platform. Prophecy provides Payment Card Industry (PCI) compliant call recording via its support for public-key encrypted audio files. Prophecy includes support for intelligent speech transcription products and services from Nuance, PhoneTag, SpinVox, Yap and Vlingo. This unique capability allows nearly any spoken dialog to be converted to text input, greatly widening the potential uses of speech-driven self-service. Prophecy integrates with CTI interfaces from Cisco ICM, Genesys T-Server, Avaya and Nortel. Implemented as a web service, the interface delivers a fully asynchronous, event-based CTI capability to IVR applications on the Prophecy platform. Additionally, being natively based on the SIP protocol, Prophecy supports the transfer of CTI information in SIP header messages to integrate with next-generation and IP-based environments. The Prophecy platform eliminates communication silos and redundant costs with support for multi-channel self-service, including two-way text messaging, instant messaging, mobile web, Smartphone and social CRM applications. Prophecy gives IT staff and developers the ability to search, navigate, analyze, measure and report statistics, transactions and errors as they occur. Prophecy also bundles CXP reporting for insight into system usage, system and application performance, caller behavior, task completion rates and voice recognition success for ongoing refinement. Prophecy offers complete control over the way calls are routed to and from your applications. An application may have one or many inbound telephone numbers or routes associated with it. Call routes define which application to play when a call is placed to a specific telephone number or DID. Applications and routes are not statically tied to each other and applications can have multiple call routes. The Prophecy Commander Management Console provides a simple interface to define, delete or modify routes. Voxeo s pure SIP architecture and support for the latest standards and web services speeds and simplifies integration with back-end systems and data. Additionally, CXP apps can be integrated one time across all automated contact channels. Prophecy was architected for multi-tenancy and OEM deployment by service providers. Prophecy s multi-tenant functionality enables customers to run services for multiple end customers on shared ports. Platform resources can be logically separated, aggregated or virtualized to partition customers or applications on a single server. Multiple servers and even multiple geographic installations can be combined to deliver extremely large multi-tenant systems. Prophecy s multi-tenant capabilities are used to power the world s largest and most widely used XML telephony hosting services.

5 PROPHECY APPLICATIONS Service Providers not only use Voxeo to improve their own customer experience, drive sales and streamline support costs, but also to bring revenue-generating, value-added services and sticky applications to the market. Prophecy has been used to build thousands of inbound and outbound applications spanning every vertical. Some common applications are: Information retrieval Account activation Product and service alerts Bill reminders and payments Surveys Service notifications Order status Targeted promotions Mobile coupons Sweepstakes and contests Renewals and upgrades Status updates Password/PIN resets Invitations Call recording solutions Voting and polling Virtual receptionists Conferencing solutions Voice Biometrics Appointment reminders DEPLOYING PROPHECY Voxeo s on boarding process includes best practices learned from over a decade of deploying thousands of applications. With Voxeo, applications are launched faster and perform better from day one. Prophecy is built on a pure SIP backbone that brings together diverse applications and devices, eliminates the need for telephony boards, eases access to enterprise data and lowers the cost of transferring calls with direct IP to IP connectivity. Prophecy s SIP server foundation that is compliant with over 30 Internet Engineering Task Force (IETF) and IP Multimedia Subsystem (IMS) SIP standards. Prophecy works with Linux, Windows and Mac OSX. Prophecy is also the first fully 64-bit enabled VoiceXML and speech recognition platform supporting up to 2,000 concurrent calls on a single high-performance Intel Xeon server. At the same time, Prophecy can be deployed on low-end netbooks, notebooks, or embedded computers supporting anywhere from 1 to 100 concurrent calls, ideal for enabling developers, designers and application testers. Unlike other vendors, Voxeo offers on-demand hosting and on-premise deployment options based on a common platform. Customers can easily use a hybrid model with automatic failover to hosting, or move from one model to the other without having to rewrite their apps.

6 VOXEO PROPHECY TECHNICAL SPECIFICATIONS Media and IVR Features Audio prompt/announcement playback Audio bridging Audio mixing/conferencing Audio noise removal Audio fixed gain control Audio dynamic gain control Audio call recording Automated Speech Recognition (ASR) Text-to-speech (TTS) N-Best recognition Multi-language support Voice verification Grammar translation Audio playout jitter buffer DTMF tone detection and generation Outbound calling Intelligent Call Progress Analysis (CPA) Configurable RTP port range NAT IP translation support Multi-Ethernet card bridging support Supports VoiceXML 2.x IVR Supports Voxeo CallXML 3.0 SIP/CCXML Integration Inbound/Outbound Faxing Wideband Audio Runs on standard x86 platforms Call Control Features SIP inbound/outbound call support SIP call redirection (SIP 302 status) SIP call rejection SIP call routing and transfers SIP call leg bridging SIP REINVITE audio re-routing SIP registrar server support SIP proxy server support SIP authentication support Configurable SIP port range NAT IP translation support Multi-Ethernet card bridging support CCXML Call Control Access to caller-id, called-id, ANI, DNIS Selective call answer Call Conferencing 2 to 200 line call conferencing Built in echo cancellation Built in noise suppression Dual band automatic gain control (agc) Listen-only participants Ability to add, remove and mute participants Completely CCXML controlled CTI/Call Center Integration Support for Cisco ICM/Geotel, Genesys, Nortel, Lucent, and more. Intelligent screen pop Directed transfer Asynchronous call transfer Modular architecture Completely CCXML controlled W3C Standards Support VoiceXML 2.0/2.1 speech/ IVR media CCXML 1.0 call control SCXML 1.0 (draft) flow control SRGS 1.0 speech grammars SSML 1.0 speech markup SISR speech semantic interpretation Extensible Markup Language (XML) 1.1 Namespaces in XML 1.1 XML Document Object Model XML Path Language (XPath) 1.0 XML Event Syntax SOAP Web Services WSDL Web Service Description JSR 289 SIP Servlet 1.1 JSR 154 Java Servlet 2.5 JSR 254 Java Server Pages 2.1 IETF Standards Support RFC 3261 SIP RFC 3310 SIP authentication RFC 1889 RTP media RFC 1890 RTP audio RFC 2327 SDP RFC 3264 SDP negotiation RFC 2833 DTMF and events RFC 3263 SRV DNS records RFC 3761 ENUM URI DNS records RFC 3764 ENUM SIP DNS records RFC 3164 UDP Syslog logging RFC 3195 TCP Syslog logging RFC 2865 RADIUS metering RFC 2616 HTTP protocol RFC 2617 HTTP authentication RFC 2964 HTTP state management RFC 2965 HTTP state management RFC 3927 Dynamic IP config RFC 2136 Dynamic DNS updates RFC 5552 SIP interface to VoiceXML media servers RFC 3489 STUN - Simple Traversal of UDP Through Network Address Translators (NATs) RFC 3428 Session Initiation Protocol (SIP) Extension for Instant Messaging RFC 3856 A Presence Event Package for SIP DNSEXT DNS service discovery draft MMUSIC RTSP draft IETF MRCPv1 IPv6 XMPP Standards RFC 3920: Extensible Messaging and Presence Protocol (XMPP): Core RFC 2222: Simple Authentication and Security Layer (SASL) RFC 2831: Using Digest Authentication as a SASL Mechanism ITU Standards Support G.711 ulaw Audio Codec G.712 alaw Audio Codec G.726 ADPCM Audio Codec G.729 CS-ACELP Audio Codec G.729 (b) Silence Detection GSM RPE-LTP Audio Codec Speex Audio Codec Open Programmable API JSR 289 SIP Servlet API 1.1 JSR 309 Media Control API 1.0 JSR 154 Java Servlet API 2.5 JSR 245 Java Server Page 2.1 JSR 141 SDP API Draft De Facto Standards Support Nuance GSL grammar format Scansoft/Speechworks grammar format Java speech grammar format (JSGF) SIP Compatibility SIP from: Global Crossing, Level(3), Verizon/ MCI, AT&T, Avaya, Cisco, Nortel, BT, Voxbone, Polycom, Sipura, Sonus Works with most other SIP solutions Platform Support Windows Windows 2003/2008 Server Windows 7 XP/Vista Desktop Mac OS X Intel 10.5 (Leopard) Linux Redhat Enterprise Linux 5.X CentOS 5.X Intel x86

7 ABOUT VOXEO More than half of the Fortune 100, leading service providers and over 250,000 developers use Voxeo to unlock the value of their communications. Voxeo delivers inbound and outbound Interactive Voice Response (IVR), call control, conferencing, SIP-based VoIP applications, and Unified Self-Service via voice, SMS (text messaging), instant messaging, mobile web, social networking and Smartphone apps. Learn more at Go to to download Prophecy now. Contact Us USA UK Germany China Visit us or join our conversations on the web at blogs.voxeo.com, or twitter.com/voxeo AMERICAS EUROPE, THE MIDDLE EAST, AFRICA ASIA ONLINE Voxeo Corporation 189 S. Orange Ave. #2050 Orlando, FL USA Phone: Fax: Voxeo Europe Limited Berkeley Square House, 2nd floor Berkeley Square London W1J 6BD Phone: +44 (0) Fax: +44 (0) Voxeo Germany GmbH Ettore-Bugatti-Str Cologne - Germany Phone: Fax: Voxeo Asia ShangDi ZGC Software Park, Beijing, China, Phone: Fax: x 808 sales@voxeo.com blogs.voxeo.com twitter.com/voxeo facebook.com/voxeo