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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Session Objectives
• Product overview
• Product strategy
• Release priorities
• Futures
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved 3
Every day, millions of people experience Syntellect Voice Solutions Voice Solutions
When Completing Transactions
When Communicating at Work
When Providing Information By Phone
When Calling Customer Service
When Calling for Directory Assistance
When Scheduling Appointments
We Automate and Personalize Customer Interactions Through Voice Self-Service and Contact Center Solutions
Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Product Vision
• Provide an optimal mix of products, services and
support that help our customers to:
– Reduce costs
– Improve efficiencies
– Solve business problems
– Help build value and strengthen customer relationships
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Overview: Syntellect Communications Portal
• Standards-based, IP-centric platform
• Integrated application development and management components
• Reduces the time, cost and complexity of deploying enterprise voice and IP communications solutions.
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Product Strategy: Communications Portal
• Envox CDP becomes core next generation of Syntellect self-service platform
• Vista/SVP upgrade to Communications Portal– Existing SVP customers will have continued support for
current releases– Syntellect provides current SVP customers with a strategy
for migration
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Communications Portal 7.2 Enhancements
• Product branding
• MRCP 2.0 resource support with Dialogic boards
• MRCP 2.0 resources with native script based applications
• Support for Windows Vista and Windows Server 2008
• Speech Technologies– Nuance 9 Speech Recognition– Nuance Open Speech Recognizer (OSR) 3.0– Telisma Telispeech Recognizer 2.0– Nuance Verifier 4– Nuance RealSpeak TTS 4.5– Nuance Vocalizer TTS 3.0 & 4.0
ReleasedMarch 5, 2009
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Communications Portal Roadmap - 2009
• Integration with Customer Interaction Management – Provides a standards-based multi-media interaction arrival
point– Brings support for VoiceXML and CCXML to contact center
suite– Common application development toolset for self-service
and live-service applications
• Reporting Enhancements– Expanded set of “out-of-the-box” reports– Support for Business Objects Crystal Reports as custom
report creation toolset
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Future: Communications Portal
• Platform Maintenance– Operating system updates– ASR/TTS updates and integrations– VXML / CCXML updates– Enhanced Video support– CT Connect integration updates
• Integrated Outbound Campaigns (Communicator)– Web-based administration interface for campaign and list
management– Message delivery/notification– Interactive touch-tone/speech-enabled applications– Agent transfers– Advanced answering machine / voice mail detection
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved 11
Product Strategy: Studio / VXML Studio
• Studio– Multi-media, multi-modal, interaction routing development
environment– Will be used for developing all non-voice CIM applications
(i.e. routing, email, SMS, etc.)– Can be used for voice applications when VoiceXML is not a
customer requirement
• VoiceXML Studio– Web-based IDE– Pure VXML 2.0/2.1 application development
Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Overview: Customer Interaction Management
• IP / TDM Support
• Speech-enabled self-service voice
portal
• Unified multi-channel interaction
management
• Intelligent routing
• Powerful agent interface
• Complete, searchable customer
interaction history
• Comprehensive management tools
• Business driven reporting
Call Recording
Quality Monitoring
Workforce M
anagement
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Product Strategy: CIM
Platform unification
• Unified user interfaces and reporting
• Unified application development toolset
• Communications Portal integration
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Post v6.6 Enhancements
• Survey Manager• Business Application Connectors
– Siebel Validated Integration– WFM integrations (IEX TotalView, Verint Impact 360)
• Product Supportability Tools– Support Center, TraceTraker
• Switch validations & certifications– Avaya AES-TSAPI– Mitel SDK 3.0– Nortel CS1000 Symposium 6– ShoreTel v7.5/v8.0/v8.1
• Code defect resolution– v6.6 is the most stable release to date
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved 16
Post v6.6 Enhancements – cont’d
• Syntellect Call Recorder– Integrated to CIM– Support for TDM and IP switches– Voice and screen recording– Quality management (score cards)
• Support Center v1.0– Automates application of PRC updates to v6.6 and higher
ReleasedFeb. 4, 2009
ReleasedFeb. 12, 2009
Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Customer Interaction Management v7.0
• Support Center Phase 2• Full Product Rebranding and UI updates• Server-Side CHIP Process (Product Integration)• DSE Card Replacement• Oracle 11g• Tomcat, Apache, Java 1.6, SSL 3rd party upgrades• Firebird DB Replacement
Release Target
July 2009
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Overview: Syntellect Outbound Communicator
• Automation of outbound campaigns• Efficient call blending • Maximize utilization of contact center agents• Higher contact center efficiency and profitability
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Syntellect Outbound Communicator
Initial Feature Support– Call Blending – Predictive Dialing– Automatic time-zone recognition– Live Voice Detection– Variable call pacing controls– Database screen pops– Call list import– Call list exclusion and filters management– Call Center integration– Agent callback scheduling– Skills based routing
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Release Target
Early Q4-2009
Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Future: Syntellect Outbound Communicator
• Outbound IVR campaigns
• Campaign chaining
• System alert emails
• Granular dialing rules
• Multimedia support (email, SMS, etc.)
• Multitenant/partitioned support
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Overview: CT ADE – Development Platform
• Low-cost, high-density, high-availability carrier and service provider platform
• Rapid Application Development (RAD) toolkit
• Complete access to Dialogic telephony hardware/software interfaces
• Accelerates the development of voice and video communication solutions
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Envox CT ADE 10 Enhancements
• Support for service oriented architectures and industry standards– Media Resource Control Protocol (MRCP) 2.0 – Extended SIP support
• Expanded communications modes– Video messaging (through Dialogic HMP 3.0)– Support for asynchronous conferencing (CNF API)
• Increases scalability of conferencing applications significantly (5X for one customer)
– SMS through SS7’s GSM MAP
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Envox CT ADE 10 Enhancements
• Extended IP telephony support (through Dialogic HMP 3.0) to support customer service and unified communications trends– Secure IP calls using Secure Real Time Protocol (SRTP) or Transport
Layer Security (TLS)– Improved IP density – 600+ channels/server– H.263 video codec– Support for Global Call in 3PCC mode
• Compatible with the latest speech technologies– Nuance 9– Nuance RealSpeak 4.5
• Software-based licensing option, continued support for hardware keys
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved 27
Overview: Syntellect CT Connect
• The industry standard for PBX integration
• CT Connect currently serves ~1 million agents worldwide
• Over 10,000 CT Connect licences sold worldwide
• More than 100 contact center solutions developed using CT Connect
Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Syntellect CT Connect 7.5
• Support for Alcatel OmniPCX Enterprise v8.0• Support for Cisco Call Manager 6.0• Support for Mitel MN3300 via MiTAI SDK 3.0• Support for Ericson MX-ONE• Product rebranding to Syntellect
Release Target
April 2009
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Future: Syntellect CT Connect
• Release plans (under review)
– Updated switch support• Siemens HiPath 8000• Alcatel 9 including “XL flag”• Cisco Call Manager 7• Enhance integration with Asterisk (SIP)
– Operating System support• Virtual Server support (VM Ware ESX)• Windows Server 2008• 64 bit operating systems
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Overview: PhoneLink
• Screen pop
• Click to dial
• Comprehensive statistics and logging– Including information on ANI and DNIS
• One click new case creation
• Copy telephone numbers
• Integration with Work flow– Wrap-up codes to allow work-flow definitions in
Salesforce
• Ability to extend Syntellect PhoneLink– Routing, IVR, OnDemand voice self-service
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
PhoneLink for Salesforce 2.2
– Avaya – Multiple Line Appearances
– “Create Case” from soft phone
– SOSL pre-query
– Call logging configuration
– Custom wrap-up codes
ReleasedFeb. 12, 2009
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Future: PhoneLink for Salesforce
• Salesforce.com new layout– Integrate into the new web interface
• Increase integration capabilities for Salesforce’s System Integrators
• Integrate closer with Call Information Manager– Increases screen-pop capabilities
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
PhoneLink for Siebel
• PhoneLink for Siebel 1.0
– CTI adapter for Siebel CRM
– Support for Avaya S8xxx PBX
– Replaces functionality of Oracle’s former CTI adapter
ReleasedFeb. 26, 2009
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Copyright© 2008 Syntellect Inc. All Rights Reserved Copyright© 2008 Syntellect Inc. All Rights Reserved
Future: PhoneLink for Siebel
• Additional switch support
– Nortel
– Siemens
– Alcatel
• Increase integration into Call Centers– CIM integration
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