2009 Product Roadmap J.R. Sloan VP, Product Management and Marketing.

2009 Product Roadmap

J.R. SloanVP, Product Management and Marketing

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


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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Communications Portal


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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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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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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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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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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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

Customer Interaction Management (CIM)


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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Product Strategy: CIM

Platform unification

• Unified user interfaces and reporting

• Unified application development toolset

• Communications Portal integration

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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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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



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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Outbound Communicator


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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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


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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CT ADE Development Platform


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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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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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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CTI Middleware – Syntellect CT Connect


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


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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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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CTI Integrations – Syntellect PhoneLink


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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PhoneLink for Salesforce 2.2

– Avaya – Multiple Line Appearances

– “Create Case” from soft phone

– SOSL pre-query

– Call logging configuration

– Custom wrap-up codes


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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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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


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Future: PhoneLink for Siebel

• Additional switch support

– Nortel

– Siemens

– Alcatel

• Increase integration into Call Centers– CIM integration

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Thank you!

2009 Product Roadmap J.R. Sloan VP, Product Management and Marketing.

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