VOXEO CXP. For Service Providers. Application Lifecycle Management for Next-Generation Customer Contact

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1 VOXEO CXP For Service Providers Application Lifecycle Management for Next-Generation Customer Contact Unlocked Communications Customer Obsession Teams Communications Passion

2 VOXEO CXP The only complete application lifecycle management suite for IVR and Unified Self-Service across all customer interaction channels. Improve the customer experience, simplify development and deployment of customer contact applications, make changes and updates faster, and protect your investment. Voxeo CXP is the only platform and toolset that supports the entire self-service application lifecycle from design to deployment to application tuning. CXP reduces the complexity of delivering sophisticated self-service applications while significantly improving the customer experience enabling enterprises, service providers and integrators to provide more value across more communication channels at lower costs. Customers have reported up to 50% savings in development, 80% savings in maintenance and lifecycle management and a 10:1 efficiency increase in large-scale managed service operations. Highlights The only complete application lifecycle management suite for IVR and Unified Self-Service across all customer interaction channels including text, mobile web and social networks. Improve the customer experience, simplify development and deployment of customer contact applications, and make changes and updates faster. Build and deploy self-service applications such as store locators, order tracking, password resets, surveys, appointment reminders and more in an easy to use, standards-based development environment. Deploy on premise, in Voxeo s global cloud hosting network or both. Protect your investment with seamless support for Voxeo s own Prophecy premise and cloud hosting solutions, as well as over 30 additional standards-based IVR platforms. CXP coordinates people, processes and tools in an iterative cycle of interrelated activities: Model, design and build resilient Unified Self-Service applications across multiple customer contact channels, including IVR, text, IM, mobile web, social networks and Smartphone apps Deploy Improve application delivery and lifecycle traceability from requirements through deployment with features such as integrated testing and one-button documentation Centrally deploy, manage and monitor your solution Analyze your application in real-time across all deployed interaction channels Use detailed reporting to continually fine tune and enhance the customer experience Report Analyze Design LIFECYCLE Test Develop Document

3 KEY BENEFITS OF CXP Design Once, Deploy Anywhere Architecture CXP s design once, deploy anywhere architecture uniquely enables one application to be deployed across multiple customer contact channels. The channels share underlying dialog flow, business logic and back-end access while maintaining their own unique advantages and characteristics. Supported channels include IVR, text (IM, SMS, USSD), mobile web, video, social networks like Twitter and Smartphone applications. The solution eliminates the need for redundant development teams, speeds application creation and simplifies ongoing maintenance, while providing a consolidated view of service usage and the customer experience across the different channels. Companies can now accommodate customers evolving communication preferences and simultaneously lower support costs with a Unified Self-Service solution and inexpensive text-based communications. Multiply the ROI of your IVR solution by extending self-service applications to SMS, IM, the mobile web, Smartphone apps and even social networking sites like Twitter. Mobile Web Applications The latest release of Voxeo CXP further advances the platform s mobile channel interface, which is based on jquery Mobile and HTML5. It includes a framework of drag and drop components that make it easier and faster to build mobile applications that work across all popular mobile devices. Group Level and 1:1 Personalization for a Better Customer Experience Powered by built-in integration to popular CRM systems, CXP enables dynamic self-service across multiple channels and languages based on customer types, values, preferences, transaction histories and more. Traditionally it s been difficult for application developers to deploy personalization because it requires so many different prompts and complex dialog logic. With its Layer concept, CXP makes it easier to create and update personalized dialogs, resulting in streamlined customer interactions, higher self-service adoption rates and improved customer loyalty. The feature also supports targeted, revenue-generating offers and proactive outbound customer support. CXP integrates out-of-the-box with IBM Cognos, SAP BusinessObjects and MicroStrategy to ensure your customer selfservice and business intelligence work together.

4 Integrated, Actionable Analytics for Continual Improvement CXP supports sophisticated development, deployment, maintenance and refinement of contact center applications in large distributed and multi-tenant environments. CXP includes session partitioning to enable native support for Service Level Agreements (SLAs), making it the ideal foundation for managed service offerings. CXP provides real-time analysis and reporting of caller behavior, application performance and transaction completion to help improve ROI and eliminate caller frustrations. With detailed and actionable analytics from CXP, you can make informed business decisions based on over 60 pre-built reports in the areas of Administration and Maintenance, Application Development and Tuning, and Business and Caller Analysis. Avoiding the cost of third-party, standalone analytics can result in savings of $200,000 to millions depending on the size of the deployment. Multi-tenant, Carrier-Grade Solution With CXP Server, you can deploy multiple tenants and users simultaneously on a single infrastructure, ensuring efficient sharing of resources. Securely separate project, object, service, resource and user management among tenants and leverage collaborative development among corporate teams. User roles support the different functions within projects and provide appropriate access rights to efficiently manage large corporate and managed service environments. Fast SOA-based Integrations The CXP web services interface and connector framework provides easy integration with any backend system or legacy application for existing and future investment protection. Additionally, integrations can be reused across multiple customer interaction channels. Unlocked for Investment Protection All Voxeo products and services are built entirely on open standards for true portability. Additionally, CXP applications are 100% automatically portable across more than 30 leading standards-based IVR platforms around the world. In addition to working with Voxeo s own premise and cloud hosting, CXP supports platforms such as Aspect, Avaya, Cisco, Genesys, West, Intervoice, Nortel and Nuance. This flexibility enables you to use multiple IVR platform vendors or change VoiceXML platform versions or vendors at any time without rewriting a single line of code. Choosing a platform that locks you in with design tools means that you no longer have the flexibility to get competitive bids for the platform and for future work. Any rewrites will likely cost nearly 100% of the initial development. At Voxeo, we choose to keep our customers by delivering a better product and better support never by locking them in. CXP Deployment Options Deploy CXP on your premise, access it on demand in the Voxeo Cloud, or deploy a hybrid combination of the two. CXP Hosting offers instant start up, no upfront investment and is backed by the power of Voxeo s multi-site, global hosting platform the largest standards-based VoiceXML hosting platform in the world. The result is proven performance, scalability and the industry s first 100% uptime guarantee. Learn more about CXP Hosting at

5 Migrating Your Applications to CXP CXP provides a rich GUI development interface, reusable application building blocks and automated migration and testing tools that ease the move from legacy environments to a 100% standards solution. Voxeo has helped many customers replace their outdated IVR platforms and applications with a modern Unified Self-Service solution. Our Customer Obsession Teams will guide and support you through the entire process. With CXP you also have access to a vast pool of certified CXP developers with deep expertise spanning vertical markets and applications. CXP SOLUTION COMPONENTS CXP Server CXP Server is the execution engine that supports the generation of dynamic dialogs and interfaces. CXP Server enables highly scalable, carrier-grade deployment and management of personalized self-service applications. Key Features and Benefits Design once, deploy anywhere architecture Dynamic personalization to address customer preferences and streamline interactions Cluster management for large enterprises and service providers Multi-tenancy support: Operate one platform for multiple clients An SOA-based connector framework for seamless integration into existing IT infrastructure and backend systems Easy integration with third-party development and administration tools through CXP s comprehensive web service interface Easily apply real-time changes to live services on IVR, text, and web channels with CXP Business User Interface One-click hot service redeployments and rollbacks SNMP traps and notifications to rapidly alert operations personnel to unexpected occurrences in an installation Services auto-adapt to new mark-up standards and IVR, ASR and TTS releases Natural Dialog Management ensures human-like, natural interaction Support for multi-modal and multi-channel applications spanning voice, text (SMS, USSD, IM), mobile web, video, social networks and Smartphone apps One-click portability across 32 leading IVR platforms, such as Aspect, Avaya, Cisco, Genesys, Holly, West, HP, Intervoice, Convergys, Nortel, Nuance and Syntellect The ability to simultaneously run CXP applications across multiple IVR platform providers CXP Server is the execution engine that supports the generation of dynamic dialogs and interfaces. It enables remote management and monitoring of multimodal applications, online application maintenance for instant changes or rollbacks and guaranteed high availability.

6 CXP Developer Application Development and Monitoring CXP Developer is the true multi-channel graphical development environment for creating, testing, deploying and monitoring multi-channel self-service applications. CXP uses an object-oriented approach for application development, which supports full reuse of individual objects (dialog steps) and modules, as well as entire applications. When working on applications, developers have the ability to automatically narrow their view to a specific channel and the functionality required specifically for the channel selected. For example, IVR development centers around voice prompts and grammars, while mobile web development focuses on web forms, text and image content, and HTML templates. CXP Developer is a rich client based on the leading open-source IDE. It provides a network mode that enables team collaboration with all users working in one central repository and a standalone mode for offline development and testing. A special full-featured packaging of CXP Developer is offered free at In support of Voxeo s open tools strategy, developers can alternatively choose to use any third-party integrated development environment (IDE) with CXP XDK, the XML-based development interface to CXP Server. CXP Developer also includes a Control Center that monitors CXP Server and enables application updates, rollbacks and application call tracing. One-click hot redeployments allow you to roll out application updates across an entire server farm with no service downtime or manual distribution of files. Hot restore reverts an application back to a safe state, instantly eliminating the deployment of broken or incomplete applications. Key Features and Benefits Create mobile web applications for all supported platforms including ios, Android, Windows Phone, Blackberry, Symbian, and others. Simplified service creation for technical and non-technical users Easy-to-use object library, no manual coding Integrated management console for real-time monitoring, server and service management Tools for faster migration of legacy apps. For example, Voxeo s Migration Manager features an 80% automation rate for the conversion of PeriPro projects to CXP. Reusable application building blocks and built-in best practices Integrated Grammar IDE Automatic documentation creation and document updates Integrated testing and debugging tools Easy and flexible tuning supported by call tracing, logging and reports Support for utterance recordings Centralized, role-based management Team collaboration, integrated project and version control

7 CXP Analyzer Real-time Analysis and Reporting CXP Analyzer provides historical and real-time analysis (within 15 minutes) of key business, operational and application design data. Leveraging Infostore, the integrated statistics logging component of CXP Server, users can access live information through popular Business Intelligence software such as IBM Cognos, MicroStrategy and SAP BusinessObjects. The solution collects data on system usage, system and application performance, caller behavior, task completion rates and voice recognition success. This information flows directly into the data warehouse, eliminating time-consuming ETL (extract transform load) procedures that are typically required to migrate data and make it useful to your Business Intelligence solution. Key Features and Benefits Real-time analysis with no load or transform steps Out-of-the-box real-time logging of service usage Comprehensive caller behavior analysis CXP Hotspot Analytics extends performance data to the developer right inside the development environment, enabling changes based on production data that was previously only available in business user and administrator reports. Leverages standard business intelligence functionalities of common BI tools Integration with Google Analytics for mobile web application usage insights Extensible data model Over 60 pre-built reports for business analysts, developers and administrators Reports can be further tailored to meet your company s requirements Works with IBM Cognos, MicroStrategy and SAP BusinessObjects CXP provides real-time, cross-channel analytics with more than 60 reports for Business Analysts and Marketing Specialists, Dialog Designers and Developers, and Administrators and System Operators. CXP 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. CXP has been used to build inbound and outbound voice, text and mobile applications in virtually every vertical. Some common applications are: Information retrieval Surveys Renewals and Invitations EUROPE, THE MIDDLE EAST, AFRICA Account activation Service notifications upgrades ASIA ONLINE Voting and polling Product and Order status Status updates Virtual receptionists service alerts Targeted Password/PIN resets Conferencing promotions solutions Bill reminders and payments Mobile coupons Call recording solutions Voice Biometrics

8 THIRD PARTY SYSTEMS SUPPORTED CXP currently supports the following technologies in support of channels such as voice, video, text and mobile web: Operating Systems IBM AIX 5.1 or higher Linux Kernel 2.4x / 2.6x Debian GNU/Linux Fedora Linux Novell SUSE Linux Red Hat Linux Microsoft Windows 2000 Service Pack 4 or higher Microsoft Windows Server 2003 Microsoft Windows XP Microsoft Windows Vista Microsoft Windows 7 Microsoft Windows Server 2003 R2 (32/64 bit) Microsoft Windows Server 2008 R2 (32/64 bit) JAVA Development Kits Oracle JDK Version 1.6 Web Application Servers Apache Tomcat Version 6.0.x BEA WebLogic Server 9.2/10 or higher IBM WebSphere Application Server 5.1/6.0 or higher IBM WebSphere Application Server Community Edition 1.0 or higher JBoss Application Server 4.x Media Platforms Alcatel-Lucent 8855 Voice and Browser 3.1/4.2 Alcatel-Lucent 8855 Voice and Multimedia Browser 4.3 Apple iphone Web XHTML 1.0 Aspect Customer Self Service 7.2 atip avp Avaya Interactive Response /3.0 Avaya Voice Portal Avaya Media Processing Server Cellicium Cellcube 3.6 Cisco IOS VoiceXML 2.0/ 2.1 Cisco Unified Customer Voice Portal (CVP) Commetrex BladeWareVXi Comverse Media Server 3.0.3/3.1 Comverse USSD Center 4.3 Browser Interface CreaLog CreaVoice VoiceXML Gateway Edify Voice Interaction Platform (EVIP) Envox 7.0/7.1 Genesys Voice Portal Genesys Voice Web Application Platform 6.5.2/3 GrandCentrix Smartphone Service Terminal Holly Voice Gateway 4.0 Holly Voice Platform HP OpenCall Media Platform HP OpenCall Media Platform Video 1.0 HP OpenCall speechweb 2.3 I6NET VXIasterisk 2.0 IBM WebSphere Voice Server Loquendo VoxNauta 6.0/7.0 Materna AnnyWay SS7 Data Gateway Microsoft Office Communications Server 2007 Microsoft Speech Server 2007 NMS Vision VoiceXML Server 2.1 Nortel Hosted IVR Nortel Interactive Communications Platform (ICP) 1.0 Nortel Media Processing Server (MPS) 2.1/3.0 Nortel Media Processing Server (MPS) 500 Nortel Media Processing Server (MPS) 1000 Nortel VoiceXML 2.0/2.1 Nuance Café Nuance Voice Platform Nuance Voice Web Server 2.0 OptimSys OptimTalk VoiceXML Platform Plum Voice Hosting Prosodie Voice Portal Rich Web Client XHTML 1.0 SandCherry Voice Portal 3.2/3.3 Sicap USSD Menu Browser Tecnomen Telco Server Driver Telenet MultiVoice Tellme Studio Unisys Open Services Platform (OSP) 4.8 Verascape VeraServ 2.2 Verizon Business Hosted IVR Visibridge VoiceXML Gateway Vocalocity OpenVXI Browser Vocalocity Voice Browser 2.2 VoiceGenie West OSB 3.0 WindMobile UXML-HTTP Interface Handler Module 1.0 3rd-Party Product Integration Nuance OpenSpeech DialogModules Relational Database Systems Apache Derby Version 10 or higher H2 Database 1.0 or higher IBM DB2 UDB 8.2 or higher IBM DB2 Express-C Microsoft SQL Server 2000 SP 3a or higher Microsoft SQL Server 2005 and 2008 or higher Microsoft SQL Server 2005 and 2008 Express Edition or higher Oracle Database 9i/10g or higher Oracle Database 10g Express Edition or higher PostgreSQL PostgreSQL for Windows 95/98/ Me/NT/2000/XP Eclipse Platform Eclipse Web Browsers Microsoft Internet Explorer Business Intelligence Software Business Objects XI R2 (SP3)/XI 3.0/XI 3.1 MicroStrategy 9.0x IBM Cognos 8.2/8.4 Jetty About Version 5.1.x/6.1.x Voxeoor higher Microsoft Internet Information If you do not have a Services More Version 2.0/5.1 VoiceGenie VoiceXML than half of the Fortune 100, leading service providers and over 200,000 developers VoiceXML-based use Voxeo to IVR Platform 5.0/6.0 (Requires the installation IBM WebSphere Voice Response Gateway for testing and deploying your of ServletExec unlock the 5.0 as value an in-process of their communications. 3.1/4.2 Voxeo delivers inbound VoiceGenie and NeXusPoint outbound 6.4 Interactive voice Voice applications, Response you can servlet/jsp engine) IBM WebSphere Voice Application Voxeo Prophecy Hosting download Voxeo Prophecy Oracle (IVR), Application call control, Server conferencing, Access SIP-based 4.2 VoIP applications, Voxeo and Prophecy Unified Voice Self-Service Platform via for voice, free or SMS sign up (text for our 10g or higher Intervoice Omvia Media Gateway 7.0/10.0 free Voxeo Hosted Evolution SAP messaging), NetWeaver Web Application instant messaging, (OMG) mobile 2.02 web, social networking Voxeo and IMified Smartphone Platform apps. Learn more at www. Developer Portal. Server 6.40 or higher Intervoice MTC VXML Voxpilot voxbuilder voxeo.com Browser Voxpilot Open Media For details please visit IP Unity Media Server 2.7 Platform 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 1st Floor, Venture House 6 Silver Court Watchmead, Welwyn Garden City Hertfordshire, AL7 1TS Phone Fax: Voxeo Germany GmbH Ettore-Bugatti-Str Cologne - Germany Phone: Fax: Voxeo Asia ShangDi ZGC Software Park, Beijing, China, Phone: Fax: x blogs.voxeo.com twitter.com/voxeo facebook.com/voxeo

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