unified messaging speech recognition voice over ip steve flagg, director of technical services
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Unified Messaging
Speech Recognition
Voice Over IP
Steve Flagg, Director of Technical Services
Connected, but Disconnected
You receive many messages
Voice mail
Fax
You are mobile
In your office
Away from your desk
On the road
The storage, retrieval and response to messages at a later time.
Including Voice Mail, E-Mail and Faxes.
100-200 Messages A Day?
The Solution: Unified Messaging
Initially: A Solution In Search of A Problem
• Based on Message Management
• Looks Good, Sounds Good• Many Offering Types• Legacy Integration Missing• Lack of Quantifiable Benefits
Developments Spur Use• Exchange Based Storage• IMAP• Bundling Trials• Multi-media PCs and Wireless
Phones• Competitive Business
Environment• Added Functionality
Practical Applications• Message Notification/Response• Real Time Priority Connection• Saving and Copying Documents• Digital Trail of Information• Desktop Faxing• Personal Assistant
Power Users
Consultants
Sales
Call Center
Executives
Telecommuters
UM InterfacesEach enabling interface has a
naturalmedia type.
How to translate media across the platform?
The Future of UM/UC
•Integration
•Intelligence
•Information
Tailored Solutions
Speech Recognition
Allows users to speak entries rather than punching numbers on a keypad.
Key Points• Works in conjunction with touch-tone.• Accuracy is relatively high• Text-to-speech is becoming more
natural sounding• Intensive implementation process• Cost savings versus investment• Many more improvements to come
Voice Interfaces Best Situations
• Commands• Select Vocabulary• Short Content• Mobility• Service Centric
What’s my balance?
Voice Interfaces Poor Situations
• Noisy/public environments• Heavy/variety of
accents/dialects• Complex Navigation• Context sensitive
I can’t hear you
Current Applications• Auto Attendant• Contact Dialing• Interactive Voice
Response– information– transaction– transfer– request
Voice Prints
Coral PBX Voice Mail
IP GW
Hub
Router
Coral PBX
IP GW
Hub
Router
IP GW
Hub Router
Coral PBX
Chelsea, MAHyannis, MA
756K
Cambridge, MA
384k1,5 MBs
PSTN
Bond Brothers
VoIP Solution
Frame Relay
Coming Soon:
Users interact with the Internet.
Human conversations
Voice Over IP
Voice and voice related applications that are transported via data networks, rather than the public switched telephone network (PSTN).
Benefits of VoIP
Low cost for telephone callsExtending the enterpriseConverged and new applicationsEfficient use of IPCoexistence with legacy PBX
systems