IVR Interface Option 8.5 IVR Server System Administrator’s ...
Voxeo Summit Day 2 - Voxeo CXP - IVR on Steroids
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Transcript of Voxeo Summit Day 2 - Voxeo CXP - IVR on Steroids
Drew Allen
Senior Trainer, Voxeo University
Voxeo CXPIVR on Steriods
CXP makes it easy for you to design, develop, and deploy self service applications in a way that allows your customers to choose their method of communication.
• Voice, Mobile Web, SMS/Text channels
Reduce cost of ownership• Mature suite of tools• Enables collaboration among team members• Triple Cloud
Business Proposition
How you ask?
Business Proposition
CXP for Development• Personalization through layers reduces development time
and complexity
“The layer concept in CXP gives a tremendous amount of flexibility. My team is much more efficient since moving to CXP.” Richard Wager, Rapid Response
• Mature Application Life Cycle Suite
• Rapid Prototyping allows for multiple teams to share projects, e.g., Dialog flow vs. Grammar design.
• Reusability uses one object in multiple flows relieving the need to recreate those dialog steps
• Speed to Deployment cut by 25%-40%
“I’ve been using CXP for 2 years, compared to our previous platform, Time to development is often reduced allowing us to provide faster turn around and better code” Liz Dela Mora, VoiceNet Interactive
Mobile – a native Voxeo CXP channel
Design Once, Deploy Anywhere
Defined once
Applied everywhere
Reused
PersonalizationLayer concept for dynamic, personalized dialogs • across multiple channels and languages • for different customer categories,
values, preferences, transaction history, …
Reusability• Modularization facilitates team
collaboration and maintainability• Organize frequently used objects in
shared libraries
Consistency• Inherit generic functionalities such as
navigation commands and event handling to ensure a consistent VUI
Development Productivity
Appl.Logic
Dialog step generated for …
Lisa
BenPhone App.Logic
Presentation Layers
Lang
uage
Engl
ish
Span
ish
Expe
rienc
e
Novice
Power
Custo
mer
Plat
inum
Gold
Silver
Efficient management of dynamic, personalized applications
Layers Manage ComplexityFeatures• Adapt system responses
at call time• Examples:
• Multi-persona design• Multiple languages• Caller history• Customer status• Voice / DTMF
Benefits• Keeps development and
maintenance costs down!• Simplifies management of
complex services
Silos
Increase Productivity and Reduce Costs with CXP
Resourcesrequired to:• Design• Develop• Deploy• Maintain• Document• Analyze• Test
Tools to develop:• VXML Dialogs• SMS/Text• Mobile Web• Prompt Design• Dynamic Dialogs• Industry leading
Analytics
Multiple tools to build one application across channels
Apps
VoiceXML
ServiceCreation
InteractiveVoice/VideoResponse
Stats Apps Stats
InteractiveMobile WebResponse
WebApplicationServer
Mobile Web
ServiceCreation
InteractiveSMS/TextResponse
Stats
SMS/Text
ServiceCreation
Apps
SMS/TextApplicationServer
VoiceApplicationServer
Backend SystemsLegacy Data | CRM | ERP | Billing | Content
8More VoiceObjects Architecture
Multi-Channel Support – Dissolving Silos
Multi-Channel Support – Dissolving SilosReduced expenditures to maintain tools
9More VoiceObjects Architecture
Apps
VoiceXML
ServiceCreation
InteractiveVoice/VideoResponse
Stats
InteractiveMobile WebResponse
Mobile Web
InteractiveSMS/TextResponse
SMS/Text
CXP
Backend SystemsLegacy Data | CRM | ERP | Billing | Content
+ Analytics
CXP Analyzer
Grammar IDE
Debugger, Trace Viewer,
Phone-less testing,Load Testing
Project Documentation
Storyboard Manager
CXP Developer
CXP Commander
Application Lifecycle Management
CXP Analyzer
Pre-built reports Reporting engine with
drilling, slicing & dicing … Integration with CTI & CRM
Need reports for developers, administrators and business,and in-depth analysis tools?
InfostoreCXP Developer
Back-End SystemsLegacy | CRM | ERP
Voice, VideoDevice
AppsConnector Framework
ASR, TTS, Call Control VoiceXML Browser
Media Platform Driver
CXP Server
Application Lifecycle Suite - Architecture
CXP for Deployment
• Operate applications on multiple dissimilar media platforms in parallel
• Easier Migration• Capacity Planning• Redundancy, Failover
• Central OA&M on Server Clusters• Operate multiple machines from a single
Virtual Command Center
• Safety features• One-click hot deployment & rollback
• Administrative reports• Real Time Monitoring and notifications
through SNMP, E-Mail and Web Services
• Media Platform Drivers
• Operate applications on multiple dissimilar media platforms in parallel making migrating easier
Design Once – Deploy Anywhere
Maximum Flexibility, Minimum Risk
CXP Server
Media Platform Driver
Using Multiple Media Platforms
Apps
VoiceObjectsPhone Application
Server
IVR 1VoiceXML Browser
Statistics
On Premise
Driver 1
Operating multiple dissimilar media platforms on premise
IVR 2VoiceXML Browser
Driver 2
IVR 3 VoiceXML Browser
Hosted
Internet (https, VPN)
Operating dissimilar media platforms on and off-premise
Driver 3
TelephonyNetwork
Back-end Integration Methods
• Seamless, flexible integration of business logic and data
• Standards based
XML data
(or simple post)
Server sideCGI Scripts(JSP, ASP,
Perl, PHP,...)
Server sideCGI Scripts(JSP, ASP,
Perl, PHP,...)
HTTPConnector
HTTPConnector
......
RDBMSRDBMS
J2EEJ2EEJava RMI
JDBC
…
.NET remoting
RFC
MQ
SAP BAPIsSAP BAPIs
MQ SeriesMQ Series
.NET.NET
JavaConnector
JavaConnector
DBConnector
DBConnector
WebServices
WebServices
Web ServiceConnector
Web ServiceConnector
SOAP or
RESTful
CXPServer
ConnectorFramework
CXP for OA&MCXP for OA&M
Virtual Control Center• Number of sessions• Session by Service• Session duration• Status, active, finished,
rejected, aborted
Real Time Monitoring• SNMP• Email• Web Services
Cool new FeaturesCool New Features
BUI – Business User Interface• Allow business users to make changes
without a developer• Make changes to individual objects
based on a multitude of reasons
HSA – Hostspot Analytics• Allow developers to see real time
analytics giving them more control and better insight
Give Business Users Control
Change PromptsEnable AnnouncementsSet Business HoursConfigure Transfer NumbersRe-order Menu ItemsEnable Marketing Campaigns…
BUI (Business User Interface)
• Performance metrics with threshold reporting
• Available Metrics• ASR
performance• Menu choices• Task completion
• Trend Analysis 19
Hotspot AnalyticsDevelopers get real-time insight into service usage and caller experience
Business Tasks with bad performance are
highlighted
Drill-down by failure type
Hotspot Analytics
Try CXP for FREE!
http://voxeo.com/FREE/
Drew [email protected]
THANK YOU!