VoiceObjects Developer Jam Session: Voxeo IVR and SIP platforms February 10, 2009 Dan York Director of Emerging Communication Technology Office of the CTO
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Telephony Sucks 4 Voxeo Corporation, 2009
Complex 5 Voxeo Corporation, 2009 Photo: http://www.flickr.com/photos/28481088@n00/
Arcane 6 Voxeo Corporation, 2009
Proprietary 7 Voxeo Corporation, 2009
Simple 8 Voxeo Corporation, 2009
Ubiquitous 9 Voxeo Corporation, 2009
Open 10 Voxeo Corporation, 2009
Web Developers 11 Voxeo Corporation, 2009
They Understand XML 12 Voxeo Corporation, 2009
Let's build an API... 13 Voxeo Corporation, 2009
Standards Matter 14 Voxeo Corporation, 2009
Proprietary = Lock-In 15 Voxeo Corporation, 2009
Open 16 Voxeo Corporation, 2009
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Voxeo Overview
Voxeo Fast Facts Founded in 1999 Largest on-demand VoiceXML and CCXML platform provider Strong developer community Over 33,000 developers created over 73,000 apps Over 32,000 downloads of our premise platform Expanding in Europe and Asia Acquired Micromethod in August 09 (China) Acquired VoiceObjects in December 09 (Germany) Second site in EU (Frankfurt) 1Q09 20 consecutive profitable quarters; 60% year over year growth since 2004 Voxeo s US Headquarters Voxeo s UK Headquarters 19 Voxeo Corporation, 2009
A History of Innovation 1999: 1st XML-based call control hosting 2000: 1st VoiceXML hosting 2001: 1st 100% SIP-based hosting 2002: 1st CCXML hosting and premise 2003: 1st VoiceXML platform for hosted and premise 2004: 1st profitable standards-based IVR hosting company 2004: 1st 100% uptime guaranteed SLA 2006: 1st 100% VoiceXML compliant platform 2006: 1st free ASR and TTS bundled with the platform 2007: 1st hybrid premise/hosting solution 2008: 1st company to offer SIP Servlet API and CCXML/VoiceXML in one product 20 Voxeo Corporation, 2009
Industry Recognition Product Innovation Award for its Prophecy voice platform products and services Visionaries Quadrant, Gartner Magic Quadrant Voxeo named to IVR systems and enterprise voice portals 2008 quadrant for its ability to execute, completeness of vision Decision Matrix Selecting an IVR Vendor in the Enterprise Voxeo is one of two vendors to make analyst s shortlist Hosted Speech & Outbound IVR Services Voxeo is the only vendor rated strong across all metrics of IVR landscape, beating 17 other vendors Analytics and Reporting for Phone-Based Self-Service Best Speech Self-Service Suite Ranked above all other platform and solution vendors in industry VoiceObjects Analyzer was the only product to receive the highest possible rating in all four analytics areas For significant contributions to improving speech applications for clients For excellence in the advancement of voice communications 21 Voxeo Corporation, 2009
Voxeo s Strategic Focus Build great products. Provide excellent customer service. Make it simple for anyone to design and deploy telephony applications quickly and cost-effectively. Stay true to all of the principles of open standards Build a loyal developer base by offering free access and unparalleled support to all Voxeo platforms and services Drive down cost and complexity Deliver a continually advancing, feature-rich, futureproof platform 22 Voxeo Corporation, 2009
Extreme Support Our #1 Priority From the CEO to our newest employee, customer service is Voxeo s #1 priority Top-notch, no cost technical support All support agents are skilled VoiceXML, CCXML and, CallXML professionals Voxeo employs more VoiceXML-certified developers than anyone 100% Uptime Guarantee for hosting 20-minute response time metric Just make it right approach If a customer has a problem we help fix it, no matter what it takes or which vendor is at fault 23 Voxeo Corporation, 2009
Global Footprint 24 Voxeo Corporation, 2009
Voxeo Solution Stack Other VoiceXML Platforms Sophisticated service creation, 1:1 personalization, analytics Designer Easy web-based, Visio-like rapid application development tool XML-based Development Voxeo CallXML, 100% compliant VoiceXML, the industry s most deployed CCXML engine Other Developers and Tools On-Premise Software Platform Download Prophecy in minutes at www.voxeo.com/prophecy Turnkey IVR Server Prophecy software pre-configured & loaded on a rack-mount server On-Demand Hosting Service Fault resilient, scalable hosting evolution.voxeo.com 25 Voxeo Corporation, 2009
Voxeo Business Models Voxeo sells its software in three ways: By the minute in hosting service centers operated by Voxeo (Atlanta, Orlando, Las Vegas, Slough UK) By the port ( phone line ) for customers to install on their own premises Software is downloaded, or pre-installed and configured on hardware Licensed for OEM integration and sale (PBX vendors, VOIP solution providers, competitors) 26 Voxeo Corporation, 2009
Application Examples Information retrieval Telephone surveys Emergency notifications Virtual receptionists Call center automation Order status Package tracking Conferencing solutions Audiotext platforms Virtual call centers Virtual PBXs Predictive dialers Voicemail services Dating chat services Voice instant messaging Voice verification Unified messaging Bill reminder, collection Account balance & transfer Voice Portals Telesales Email by phone Virtual agents Telephone CRM Auto attendants Call routing Call recording solutions Audio broadcast services Real estate information lines Political campaigning Political polls 27 Voxeo Corporation, 2009
Developer Tools
Voxeo s View: Telephony Development XML-based Telephony API-based Telephony Tool-based Telephony Voxeo CallXML The easiest telephony markup ever devised Web Services Mash-up style API launching in 2009 Voxeo Designer Easy web-based, Visiolike rapid app dev tool VoiceXML The only 100% compliant browser CCXML The world s most proven CCXML engine Java Media Control JSR 309 Java SIP Servlets JSR 116/289 Voxeo acquired Third-party tools support VoiceObjects, Audium, OpenMethods, others Voxeo acquires 29 Voxeo Corporation, 2009
Voxeo Tools - The Big Picture VoiceObjects Medium to large scale projects Project Size Designer Small to medium scale projects Low complexity, straight-forward integration Distributed, Complex enterprise integrations, advanced features such as personalization Application Complexity 30 Voxeo Corporation, 2009
Voxeo Designer Web-based Service Creation Tool AJAX Technology Easy to use No download required Multi-tenant Single-click Application Deployment High-performance VoiceXML Rendering Engine Real-time Web Services Integration Reporting and Analytics Database 31 Voxeo Corporation, 2009
Designer Screenshot 32 Voxeo Corporation, 2009
VoiceObjects: Tool-based Telephony Dialog Flow Development Project Documentation Application and Server Management Prompts & Media Design & Management Integration: Backend & CTI Phone Application Server Grammar Development & Tuning Application and Usability Testing Analytics and Reporting 33 Voxeo Corporation, 2009
Flexible: Multiple Phone Channel Choice Single Infrastructure Central Maintenance Single Service Definition across all mobile phone channels Minimal Investment User Interface of Choice Consistent User Experience Voice Video ASR DTMF VoiceXML Browser Any Browser / Any Modality fixed line USSD Browser Phone Application Server Web App Server wireless IP Mobile Web Browser Any Network / Any Device 34 Voxeo Corporation, 2009
Prophecy Many platforms in one. IVR Call Control IP Media Server Softswitch SIP Application Server Speech Recognition Text to Speech Conferencing 35 Voxeo Corporation, 2009
Prophecy Hosting Versatile, secure, and reliable IVR hosting Unmatched sign-up and deployment simplicity Customers can deploy applications in minutes instead of months Pre-deployed with all the major carriers. Highly secure; PCI, HIPAA, SOX, Gramm-Leach-Bliley, ISO 17799 36 Voxeo Corporation, 2009
VoiceObjects / Prophecy Integration G Softphone SIP ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy Internet (SIP) or PSTN Phone VXML (over http) Local PC VoiceObjects Desktop IDE VO Developer Edition Media Platform Driver VoiceObjects Server Connector Framework Apps Eclipse Back-End Systems 37 Voxeo Corporation, 2009
VoiceObjects / Prophecy Hosting ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy Internet VXML (over http) Internet (SIP) or PSTN Phone Local PC VoiceObjects Desktop IDE VO Developer Edition Media Platform Driver VoiceObjects Server Connector Framework Apps Eclipse Back-End Systems 38 Voxeo Corporation, 2009
Voxeo Prophecy Overview
The Prophecy Platform World s most compatible and compliant VoiceXML implementation First and only platform to pass 100% of mandatory and optional tests Supports 100% of VoiceXML 2.1 features Includes VoiceXML compatibility modes to emulate other browsers Includes on-the-fly grammar translator to support all grammars; Nuance GSL, Scansoft OSR, SRGS XML, SRGS ABNF, JSGF, IBM BNF World s most proven CCXML implementation Voxeo leads the industry in enhanced call control used since 2000 Voxeo is the editor and chair of the CCXML standard Voxeo s production CCXML platform shipped 3 years before any other vendor s Licensed by other leading IVR providers Includes CTI support (Cisco ICM, Genesys, Avaya, etc.) 40 Voxeo Corporation, 2009
The Prophecy Platform Includes free Voxeo ASR and TTS Production-quality English and UK English ASR; English, Spanish, Chinese TTS Support for any MRCPv1 compliant speech technology Secure two-way recording, conferencing, highly accurate outbound IVR with Call Progress Analysis Downloads and installs in minutes with no configuration required A single 180MB download with ASR, TTS, and our Designer visual development tool Proven scalability going from 2-8 ports on a low-end notebook, to over 500 ports on a single server, to tens of thousands of ports in a server cluster 41 Voxeo Corporation, 2009
Prophecy beyond IVR 100% SIP VOIP-based telephony application platform Built from the ground up; natively SIP-based Other XML IVR platforms were built on a CT card-centric model with SIP added afterwards as a virtual or emulated CT card Unlike these platforms, Prophecy can be used to build any SIP product or service: SIP load balancers, proxy servers, and softswitches SIP Session Border Controllers, IP PBXs, and IP ACDs Works with the widest variety of SIP providers, gateways, softphones and adapters Asterisk, Cisco, Paraxip, Sonus and other SIP gateways Level(3), Global Crossing, MCI, and AT&T SIP services BroadVoice, Sipura, SJPhone, XTEN, and other consumer SIP solutions 42 Voxeo Corporation, 2009
Prophecy Architecture 43 Voxeo Corporation, 2009
Prophecy Features VoiceXML IVR Audio play & record Voice recognition DTMF Input Text to Speech N-Best recognition Voice verification VoiceXML 2.0 & 2.1 Grammar translation Multi-language support SIP/CCXML Integration Extremely scalable CCXML Call Control Access to caller-id, called-id, ANI and DNIS Selective call answer Outbound call initiation Blind call transfer Call transfer with supervision PSTN Network transfer/ Take back & transfer 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 Platform Support Windows Windows 2003/2008 Server XP/Vista Desktop Mac OS X Intel 10.5 (Leopard) Linux Redhat Enterprise Linux 5.X CentOS 5.X Intel x86 44 Voxeo Corporation, 2009
ASR and TTS Support Prophecy ASR MRCP - Nuance 8.5 MRCP - OSR3 MRCP - Nuance 9.0 MRCP - IBM MRCP - Telesma MRCP - Loquendo Prophecy TTS Speechify 2/3 RealSpeak 4.x Rhetorical rvoice 4.x Loquendo TTS IBM Loquendo Any SAPI based engine 45 Voxeo Corporation, 2009
Call Progress Analysis Voxeo has industry leading outbound call progress analysis. CCXML based for fine grained application control. Real world customer example: School outbound notification company 15,000 port hosted solution Over 500,000 calls per day Traffic terminating in markets across the US Over 96% accuracy for answering machine detection and successfully message delivery Customers aggressive target goal had been 90% based on years of experience with other platforms and providers 46 Voxeo Corporation, 2009
GSM Call Recoding Greatly lowers disk space requirements Perfect for long term archival of recordings High quality audio 90% reduction in file size 47 Voxeo Corporation, 2009
Encrypted Call Recording PGP Based Public key Medical and financial NSA Grade 48 Voxeo Corporation, 2009
CTI and 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 49 Voxeo Corporation, 2009
Prophecy 9 Management Console Prophecy 9 features a new management console to simplify configuration and management of large premise systems Physical servers can be grouped and partitioned to create virtual servers Based on enhanced concepts, process, and technology used in our SaaS hosting network 50 Voxeo Corporation, 2009
P9: Platform Based Reporting Platform generated reporting data ASR results Call lengths Application state Custom data hooks Easy access to: Dashboards Charts Custom Reporting Views 51 Voxeo Corporation, 2009
Voxeo Prophecy Hosting
Prophecy Hosting Versatile, secure, and reliable IVR hosting Unmatched sign-up and deployment simplicity Built-in VoiceXML, CCXML, ASR, TTS, J2EE App Server, VoiceXML design tool, file storage, logging, debugger, tutorials, ticketing system, monitoring, alerts and more Completely SIP-based; works with any SIP device or provider Pre-deployed with AT&T, Verizon, Global Crossing, Level(3) Highly secure; PCI, HIPAA, SOX, Gramm-Leach- Bliley, ISO 17799 53 Voxeo Corporation, 2009
Prophecy Hosting 54 Voxeo Corporation, 2009
Prophecy Hosting 55 Voxeo Corporation, 2009
Evolution Customer Portal Web-based developer and customer service portal Includes application provisioning, management, monitoring, logging, debugging, alerting Customer support and ticketing system Support for global, account and public forum tickets evolution.voxeo.com 56 Voxeo Corporation, 2009
Inbound Calls Mapped to App URL Virtualized IVR: Single view of multi-site network 57 Voxeo Corporation, 2009
Use Real-time Debugger in Development 58 Voxeo Corporation, 2009
Deep Insight into Platform Statistics 59 Voxeo Corporation, 2009
SIP Servlets: SIPMethod and SIPoint
SIPMethod SIP Servlet (JSR 289) development platform Create SIP-based applications including Registrar and Proxy Servers User Agents Session Border Controllers Presence / IM Servers (SIMPLE) www.micromethod.com 61 Voxeo Corporation, 2009
SIPMethod Application Server 62 Voxeo Corporation, 2009
Summary of Unique Voxeo Value Proven (patented) large-scale solution Value proposition with built-in ASR, TTS, and Designer Product features that give you an advantage Management tools Call Progress Analysis for outbound Proven CCXML Grammar translation Greater partnership possibilities globally Focus on the platform this is ALL we do Thought leadership Best Support in the industry 63 Voxeo Corporation, 2009
Developer Resources Evolution Developer Portal evolution.voxeo.com Prophecy Premise Software www.voxeo.com/prophecy SIPMethod and SIPoint www.micromethod.com/develop/dz.htm VoiceObjects Developer Portal developers.voiceobjects.com Voxeo Blogs blogs.voxeo.com 64 Voxeo Corporation, 2009
Configuring VoiceObjects for Voxeo 65 Voxeo Corporation, 2009
Local Setup with Voxeo Prophecy G Softphone SIP ASR, TTS, Call Control VoiceXML Browser Voxeo Prophecy VXML (over http) My local PC VoiceObjects Desktop IDE VO Developer Edition Media Platform Driver VoiceObjects Server Connector Framework Apps Eclipse Back-End Systems 66 Voxeo Corporation, 2009
Remote Setup with Voxeo Evolution ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution Internet VXML (over http) Internet (SIP) or PSTN Phone My local PC VoiceObjects Desktop IDE VO Developer Edition Media Platform Driver VoiceObjects Server Connector Framework Apps Eclipse Back-End Systems 67 Voxeo Corporation, 2009
Remote Setup with Voxeo Evolution ASR, TTS, Call Control VoiceXML Browser Voxeo Evolution Internet SIP Internet VXML (over http) My local PC VoiceObjects Desktop IDE VO Developer Edition Media Platform Driver VoiceObjects Server Connector Framework Apps Eclipse Softphone G Back-End Systems 68 Voxeo Corporation, 2009
Local setup Overview 1. Install Voxeo Prophecy 2. Install & configure X-Lite Softphone 3. Configure VoiceObjects Desktop for Eclipse Run Dialog 69 Voxeo Corporation, 2009
2 - X-Lite Configuration 70 Voxeo Corporation, 2009
3 - Configure Desktop for Eclipse 71 Voxeo Corporation, 2009
Remote setup Overview 1. Make VoiceObjects accessible from a remote media platform 2. Create a free developer account in Voxeo Evolution and configure (provision) an application 3. For use with Softphone (optional): Configure VoiceObjects Desktop for Eclipse Run Dialog 72 Voxeo Corporation, 2009
Configure the Connector URL If your VoiceObjects machine is behind a firewall or uses NAT, you will most likely need to specify a Connector URL with your external IP address to connect to the remote media platform. NAT = Network Address Translation Private (internal): 192.168.2.196 Public (external): 172.64.3.10 In Eclipse: Pick menu Window / Preferences, then select VoiceObjects / Advanced 73 Voxeo Corporation, 2009
Voxeo Evolution Account Step 1 URL: http://evolution.voxeo.com 74 Voxeo Corporation, 2009
Setting up applications in Evolution Step 2 Add Application 75 Voxeo Corporation, 2009
Setting up applications in Evolution Step 3 Application Type: Prophecy 8.0 VXML 2.1 76 Voxeo Corporation, 2009
Setting up applications in Evolution Step 4 http://{server}:{port}/voiceobjects/dialogmapping? VSN=testService&vsDriver=89 77 Voxeo Corporation, 2009
Setting up applications in Evolution Step 5 Test numbers: For PSTN, SIP, Skype 78 Voxeo Corporation, 2009
Configure for X-Lite Softphone Use SIP Test number as assigned by your Evolution account 79 Voxeo Corporation, 2009
VoiceObjects Online Help 80 Voxeo Corporation, 2009
Thank you! Dan York dyork@voxeo.com Andreas Volmer avolmer@voxeo.com 81 Voxeo Corporation, 2009
Background
Comprehensive Standards Support W3C Voice Extensible Markup Language (VoiceXML) W3C Speech Recognition Grammar Syntax (SRGS) W3C Speech Synthesis Markup Language (SSML) W3C Call Control Extensible Markup Language (CCXML) W3C XML Path Language (XPATH) IETF Session Initiation Protocol (SIP) IETF E.164 Numbers in DNS (ENUM) IETF Media Reservation Control Protocol (MRCP) IETF Voice Profile for Internet mail (VPIM) IETF Zero Configuration Networking (ZEROCONF) IETF Authentication and Accounting (RADIUS) IETF System Logging (SYSLOG) This is the short list. The full supported standards list is available at: http://www.voxeo.com/products/voip-sip-voip-platform-datasheet.jsp 83 Voxeo Corporation, 2009
Unified ASR Prophecy provides a unified platform for all ASR engines. ASR engine selection is based on xml:lang. All grammars use the Prophecy grammar translation engine Allows for easy migration between underlying ASR technologies Improves multi-lingual support Allows for easy migration to Nuance 9 ASR for existing applications. 84 Voxeo Corporation, 2009
Prophecy ASR Top tier core speech recognizer engine from leading speech research teams. Core engine and models enhanced for performance, and improved recognition, and standards compliance by the Voxeo speech team. Supports SRGS, GSL, IBM BNF, JSGF grammar formats Designed and optimized for the sweet spot of speech applications today (< 2000 words) 85 Voxeo Corporation, 2009
Prophecy TTS High quality concatenative speech synthesis engine. English Male and Female voices MRCP based with high performance caching. Full SSML 1.0 support Server side filter-graph based rendering engine Voice talent is available for audio prompt matching. 86 Voxeo Corporation, 2009
SIPMethod Overview Supports JSR289 SIP Servlets Support Web, Communication and Web Services J2EE architecture Support SIP/UDP, SIP/TCP, SIP/TLS, HTTP, HTTPS and SOAP/HTTP. Support STUN, Symmetric Response and other NAT traversal solutions. Support all SIP and HTTP authentication as well as 3GPP and OMA authentication Production-ready with High Availability, Load Balancing, Hot Upgrade, Throttling Control, etc. JMX-based micro-kernel architecture 87 Voxeo Corporation, 2009
SIPoint Overview SIP Registrar and Location Server with Registration event notification SIP Proxy with rule-based routing SIMPLE-compliant Presence Server SIMPLE-compliant XCAP Server with Resource List, Presence Authorization, Notification Filtering support. OMA Presence and XML Document Server support 88 Voxeo Corporation, 2009
SIP Registrar and Proxy Server 89 Voxeo Corporation, 2009