At Voxeo's Customer Summit 2010, Amy Downs, Voxeo's Director of Customer Experience, describes how Voxeo's VoiceObjects can significantly reduce the costs of building communication applications while creating a better customer experience. She explains what VoiceObjects is, the power it has to create personalized and multi-channel applications, VoiceObjects reporting and analytics and finishes explaining where you can learn more. More information at: http://www.voxeo.com/ http://www.voxeo.com/summit2010 http://blogs.voxeo.com/ http://developers.voiceobjects.com

1. VoiceObjects – Significantly
Reducing Application Costs
Amy Downs, Director of Customer Experience

2. What is VoiceObjects?
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3. VoiceObjects
 Eclipse- and Web-based
development environment
 Offers high end application
creation features
 Highest-rated reporting and
analytics suite
 Rich internationalization support
 Multi-Channel (IVR,Web,SMS)
application support
 Automatic documentation and
prompt management
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4. VoiceObjects - All in One
VoiceObjects Analyzer
Load
Tester
1
End-to-end
testing 6
2
testing
Phone-less
Design
5 Storyboard
Manager
Debug Viewer, 3 VUI Design
Trace Viewer VoiceObjects
4 Desktop
for Eclipse
& Web
Project Grammar
Documentation IDE
Storyboard Manager
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5. Personalization
Adapt-to-Preferences
Language, input mode, persona, channel, ...
Adapt-to-Caller
Speaking style, synonyms, number patterns, ...
Adapt-to-Experience
First time caller / novice user / power user
Adapt-to-Transaction History
Self-service transaction history:
predict reason for calling
Adapt-to-Portfolio
Reflect only products and services aligned with
caller‘s subscription
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6. MultiChannel
It’s not all about the phone anymore!
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7. Unified Self-Service
 One application investment
 Multiple communication
channels
 One deployment platform –
or use your platform of choice
 Improved, accelerated ROI
 Any tool, programming
paradigm or language
 Voxeo compatibility modes for
porting existing applications
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8. The customer perspective
A Consistent User Interface
 Menu-driven Navigation
Mobile Web IVR (Voice/DTMF) Text (USSD/SMS/IM)
... Please make your
choice:
Service plan manager,
customer data, billing,
or support.
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9. Itʼs not all about the phone anymore
http://www.flickr.com/photos/tavallai/2084954580/
Kids Don’t Talk on the Phone
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10. Characteristics of Millennials
 Always had the internet
 Have seen the internet as a
social not a business/
information access tool
 Had mobile phone since they
were 13 and can SMS faster
than they speak
 Often not interested in a
relationship with a company
or body
 Always multi-task – often on
the move (noise, no way to
write things down etc)
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11. Text is Generational
Prefer to receive SMS alerts when checking order status, delivery
updates, etc.
40.00%
35.00%
30.00%
25.00%
18-24
20.00% 25-34
35-44
15.00% 45-54
55+
10.00%
5.00%
0.00%
Strongly Agree Somewhat Agree Neither Agree Somewhat Strongly Dont Know / Not
nor Disagree Disagree Disagree Sure
Source: Opus Research Consumer Preference survey (2010, n=985)
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12. Boost Productivity
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13. Voxeo VoiceObjects Productivity
Voxeo VoiceObjects Shows 2:1 and 3:1 Productivity Improvement
In two studies by independent systems integrators
Maintenance in Person Days Per Year
1149 1078
565
308
Study 1 Study 2
= No VoiceObjects = With VoiceObjects
We’re up to ten times more productive with VoiceObjects. It
used to take us 10 hours for a single maintenance operation. Now
with VoiceObjects it only takes 1 hour.
- Sven Klindworth, T-Com Voice Portal
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14. Development Productivity
 Personalization
Layer 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
Reused
libraries
 Consistency
- Inherit generic functionalities such as
Defined
once
navigation commands and event handling to
ensure a consistent VUI Applied
everywhere
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15. Most Robust Reporting Analytics
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16. VoiceObjects Rated Highest By Opus
Phone-Based Self-Service Reporting Analytics Packages
Openness for Out-of-the-
Real-Time Flexibility/
IVR and Box
Logging Change Mgt
Database Mgt BI Support
Cisco
Unified Customer Voice
Portal Reporting Server
Nuance/ClickFox
Consumer Insight
Vicorp xMP Reporter
xMP Analyser, Reporter
and Console
VoiceObjects
Analyzer
Source: Opus Research (2007)
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17. VoiceObjects Infostore and Analyzer
 Out-of-the-box Data Capture by VoiceObjects Server
- Dimensional Data model optimized for BI analysis
- Integrates with data from ASR, CTI, and CRM
 Analysis and Reporting
- Based on standard business intelligence tools
- 60+ predefined Reports, based on real-time data
- Extends existing Data Warehouse
- Includes Customer behavior and business analysis
 Highest Rated Analytics Package in the Market
VoiceObjects
Analyzer
Infostore (Business Objects,
Cognos,
MicroStrategy)
CTI IVR CRM
3rd party
Data Data Data Analysis Tools
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18. InfoStore Data Capture
Dominant Path Personalization Business Tasks
Customer Analysis Statistics Transaction completion
Behavior Interactive caller Service performance rates with detailed
navigation pattern by customer segment failure analysis
Intelligence analysis
ASR Performance Utterance Utterance
Application Speech recognition Statistics Recordings
Grammar performance analysis Grammar coverage, Access to utterance
Event counters Word count stats, recordings in
Tuning Barge-in detection DTMF Fallback application context
Statistical data
sampling
Server Statistics Session Details
System • Call concurrency, call duration • Individual call time duration
• Technical metrics • Aggregated ASR Statistics
Usage
• Session partitioning analysis • Reason for call termination
Performance
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19. Reporting on Business Tasks
 Business tasks represent a
business view „on top“ of the
call flow definition
 Task execution results are
automatically logged to
Infostore
 Business task related metrics
• Number of attempts
• Completion/success rate
• Failure rate (by category)
• Task completion duration
• Caller behavior analysis during
task completion
• Aggregated metrics on recognition
quality
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20. Where do we go from here?
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21. Get started for free
 Sign up for an account on Voxeo’s hosted
Evolution Developer Portal
• http://evolution.voxeo.com
 Download the Voxeo Prophecy Platform
• http://www.voxeo.com/prophecy
 Download the VoiceObjects Developer Edition
• http://www.voiceobjects.com/free
 Plus receive
• Free 24x7x365 developer support,
• Demos Tutorials,
• Free monthly Developer Jam Sessions,
• and a lot more.
© Voxeo Corporation

22. Voxeo University
 Instructor-led classes at a Voxeo University Training
Center
• Orlando, US
• Cologne, Germany
 Onsite training at your premises
 Online certifications
 Workshops and webinars
 More information and registration:
• http://www.voxeo.com/university
• university@voxeo.com
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23. Voxeo University: Curriculum
FREE training offer:
5 days VoiceObjects development
training and 2 days Prophecy
overview, free of charge, in Orlando
and Cologne
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