IBM Software ® IBM Conversational Access The Power of Speech in an On Demand World Customer: Company Name Date: Date Client Team: Name, Title Name, Title
IBM Software
®
IBM Conversational AccessThe Power of Speech in an On Demand World
Customer: Company Name
Date: Date
Client Team: Name, Title
Name, Title
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM IVR Strategic Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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Speech Intro Video:
Video Available on Sales Enablement DB, listed under Tim Tsao
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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Speech Extends Enterprise AccessIBM WebSphere facilitates On Demand multi-channel customer service
Bridging the gap between business transformation and IT
SupplierNetworks
InternalSystems
CustomerConnections
Access points become pervasive as speech extends the business
IBM Software
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Speech is Driven by Clear Value Proposition
“Self-service transactions can reduce costs up to 90% compared to assisted services.”
– Forrester Research, 2004
Analyst Agent Service Cost ($) Automated Cost ($)
IBM Market Intelligence
$5 $0.50
Frost & Sullivan $7 - $9 $0.25 - $0.35
Purdue $4 $0.45
Relative costs of Human Agent Service vs. Automated Service: (average per call costs)
The Economic Benefits are Clear
(additional financial case in backup)
IBM Software
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IBM’s Heritage in Speech TechnologyLeading with a History of Firsts
IBM Operational Application of Speech
Recognition
1971
Large Vocabulary (5K) Isolated Word Dictation
System
1984
PC-Based Large Vocabulary (20K)
Isolated Word Dictation System
1986
Offline Recognition System for Large Vocabulary (20K)
Continuous Dictation
1989
Real-Time Recognition System for Large Vocabulary (20K)
Continuous Dictation
1994
Real-Time Continuous Dictation Product
(Radiology Workstation)
Real-time System Incorporating
Statistical NLU
1995
Bilingual (French-English) System Incorporating
Statistical NLU
1996
Real-time System Employing Distributed Speech Recognition
1997
Speech Enablement of a Palm Pilot (Personal Speech Assistant)
NLU Deployment in an Automated Contact Center
2001
Audio-Visual Speech Recognition
2002
Conversational Biometrics Server
Natural-Language Based Speech-to-Speech Translation System
2003
2004
In-car Navigation System that can Identify Spoken Street and City
Names that Exist Across the Entire US
IBM Software
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Speech Technology Has Come of Age – fix wav files
IBM Speech Technology, Available Today ASR & TTS are advanced and accurate
Recorded Prompt vs. TTS United Air Canada flight 3016 departs Toronto Pearson at 1:02 PM on
Thursday, May 25th. It then connects to United flight 188 departing at 6:45 PM, arriving in San Francisco at 8:55 P.M.”
Stock Report The Dow Jones Industrial Average gained almost one percent, to
10116, while the Russell 2000 Index advanced 0.2%.
Balance Your balance is $34,195.34
(Presenter: Use Presentation Mode to Play Audio)
IBM Software
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IBM Solves Business Problems
Top Customer Business Challenges Need to improve Operational Effectiveness Seek to create new Revenue Generation Channels Enhance the Customer Experience Gain Competitive Differentiation
IBM Software
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Unique Capabilities of IBM
We solve business problems, not just speech Deep industry and broad technology expertise
Enterprise Multi-channel Customer Service Bringing together CRM Strategy and Business Transformation with Web
and Speech
Ensure consistency of experience across all touchpoints
Cross-channel Integration – let the customer choose the channel, they get the same consistent results
Integrated, responsive IT architecture and integration Common application logic and leverage of existing back-end investments
Open standards based solutions means easier speech development
Advantages of being based on WebSphere Application Server: Security, Scaling, Redundancy, Integration, Administrative Management
IBM Software
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IBM Contact Center & Speech CapabilitiesDepth. Breadth. IBM can deliver the full range.
Services Breadth Self Service Assessment Contact Center Optimization
Contact Center Consolidation Strategy
Contact Center Diagnostic Telephony Integration Assessment
Business Process Reengineering Technical Architecture Packaged Integration Application Development &
Customization Education and Training
Industry DepthIntegrated Industry Solution, across 23 industries, examples:
Banking Multi-Channel TransformationEnergy & Utilities CCOTelco In-Network Services…more
IBM Software
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Capabilities Depth & Breadth Continued
Software BreadthWebSphere Application Server
• Market-leading application server
WebSphere Voice Server• Best of breed ASR/TTS engine
WebSphere Voice Application Access• Powerful portal-based voice access
WebSphere Translation Server• Integrated machine translation
WebSphere Voice Toolkit• Call flow builders, editors, more…
WebSphere Studio• Broad, open-standards base tool
Partner Depth (partial listing only)•Avaya•Genesys•Cisco•Siebel•Oracle•Peoplesoft•SAP•Viecore•Digital Union•Vocomo
IBM Software
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2004 Analyst Testimonials
“IBM is well positioned to maintain its leadership position in the speech solutions market, to grow its customer base and generate increasing revenues from delivering speech solutions to end users.“
Source: North American Telephony-Based-Speech Technology & Solution Markets Report, by Elka Popova, Frost & Sullivan, May 2004
“IBM is ranked No.3 in market share and has recently restructured to increase its products…IBM also offers software development tools to facilitate the deployment of speech applications, which support industry standards such as Java and VoiceXML 2.0.”
Source: Speech Applications Go Mainstream, by Elizabeth Herrell, Forrester, March 24, 2004
IBM Software
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2004 Analyst Testamonials
“IBM’s initiative…takes speech from the ‘exotic technology’ stage to that of enterprise utility."
Mark Plakias, OPUS Research, September 13, 2004
"The expanded Avaya and IBM…joint solutions can accelerate deployment of a service-oriented architecture that leverages existing IT infrastructure and customer-facing services across the entire enterprise.”
Dan Miller, OPUS Research, September 13, 2004
"The RDC announcement also emphasizes IBM's commitment to working with other companies, as well as to the use of standards to grow the market."
Bill Meisel, Speech Recognition Update and Telephone Strategy News, September 22, 2004
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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Improving Operational EffectivenessDial-a-Phone
Reduce the cost to serve customers and eliminate routine tasks from call center agents’ workload
ChallengeChallenge
Implemented “Speak ez”, a postcode recognition voice system developed by IBM Business Partner, Digital Union, running on IBM WebSphere Voice Server at the call center’s front-end
SolutionSolution
Technology Benefits Use of IBM speech recognition for
account number & personal data
Technology Benefits Use of IBM speech recognition for
account number & personal data
Business Benefits Significant cost savings Average engagement time for call
center agents reduced from 3 minutes to 2.5 minutes
Boost in employee morale due to working on value added tasks
Business Benefits Significant cost savings Average engagement time for call
center agents reduced from 3 minutes to 2.5 minutes
Boost in employee morale due to working on value added tasks
IBM Software
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Enhancing the Customer ExperienceMajor US Financial Services Company
Improve customer satisfaction and ease-of-use of Pension Fund system while increasing call retention and reducing cost of call center operations.
ChallengeChallenge
“IBM WebSphere Voice Server is used to authenticate callers and route calls onwards to speech enabled self-service applications relating to policy inquiries, policy status checks, payment information and the reporting of change of address.”
Dennis M.VP of Information Systems
SolutionSolution
Technology Benefits Standards-based VoiceXML
solutions Aligned with web architecture Integrated with virtual call center
technologies and CTI
Technology Benefits Standards-based VoiceXML
solutions Aligned with web architecture Integrated with virtual call center
technologies and CTI
Business Benefits Further enhanced customer
satisfaction through additional self-service functionality
Reduced call handling times Reduced operating expenses
Business Benefits Further enhanced customer
satisfaction through additional self-service functionality
Reduced call handling times Reduced operating expenses
IBM Software
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Creating Competitive DifferentiationAmerican Honda
BenefitsBenefits
Simplify driver access to in-car navigation system
ChallengeChallenge
IBM ViaVoice embedded in Acura and Honda Navigation Systems
First navigation system that can identify spoken street and city names for entire US
• Over 700 commands• 1.7M streets and cities• 7M points-of-interest• Zagat guide
J.D. Powers ranks Honda NAVI system consistently in the top 10 for quality
SolutionSolution
As in-car navigation systems evolve and become more commonplace in today’s vehicles, our extensive voice-recognition features give Honda and Acura products a distinct competitive advantage.”
Tom ElliottExecutive Vice President
American Honda Motor Co.
As in-car navigation systems evolve and become more commonplace in today’s vehicles, our extensive voice-recognition features give Honda and Acura products a distinct competitive advantage.”
Tom ElliottExecutive Vice President
American Honda Motor Co.
IBM Software
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New Revenue Generation OpportunitiesOrange
BenefitsBenefits
Wanted to establish new channels of revenue generation through value-added consumer services
ChallengeChallenge
Using VoiceXML and the speech recognition and text-to-speech technologies of IBM WebSphere Voice Server, consumers connect to the network (ISUP) through 240 telephony ports powered by WebSphere Voice Response.
This capacity will allow Orange Dominicana to handle more than 10,000 calls per hour.
SolutionSolution • Able to interpret English and Spanish languages
• Increased revenues as a result of Popular new services
• Stronger Orange brand recognition
• Ability to rapidly bring to market speech enabled applications using VoiceXML on the IBM WebSphere Voice Server
• Able to interpret English and Spanish languages
• Increased revenues as a result of Popular new services
• Stronger Orange brand recognition
• Ability to rapidly bring to market speech enabled applications using VoiceXML on the IBM WebSphere Voice Server
IBM Software
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More Speech Customers
IBM Software
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IBM Delivering Customer Service Solutions
CABLE & WIRELESS
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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Speech Application Growth Has Been Inhibited
Inhibitors to mainstream growth & adoption: Skills are specialized and expensive Limited interoperability with overall IT infrastructure Proprietary development standards Limited reuse of application assets Limited impact of a ‘network effect’
75%75%
20%20%
5%
Only 5% of IVR ports are speech enabled todaySource: Tern Systems 2004
Speech Enabled Ports Today
Speech Enabled Forecasted Through 2008
Future Market Opportunity for Speech
IBM Software
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Reusable Dialog Components (RDC)Accelerating the Development of Speech Applications
What is it? J2EE based component framework that leverages the success
of VoiceXML for speech application development Changes paradigm from speech-centric development to
mainstream J2EE programming
Customer Benefits Open standards versus proprietary Supports dynamic VoiceXML Transition from speech centric apps to speech enabled apps Emerging standards enable lower cost development, less
resources needed Facilitates speech and data to converge, interoperability of
objects between web and voice applications
IBM Software
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Reusable Dialog Components (RDC) for Speech
Expiration Date
Card Number
Cardholder Name
Bank Name
Card Type
4544 6555 1222 0900
JOHN A. SMITH 06/05EXP
Example: Credit Card is a representation of cash Universal acceptance and usage: AMEX, MasterCard, Visa, JCB,
etc. Accepted rules and format: Bank, Card Number, Expiration, Name Standardized behaviors: Receipt / Signature, Authorization, etc.
RDC Initiative ProvidesDefinition of how to describe
speech componentsExample starter sets such as:
• Date• Account• Credit Card Type• Currency
Usage Model (how you invoke)
IBM Software
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IBM’s RoleAccelerating the Implementation of Speech Applications
Component Definition Specification
RDC Framework
Starter Set of Examples RDC Starter Inventory
Usage Model RDC JSP Tag Libraries
ToolsVoiceXML, SSML, CC XML and SRGS XML (GR XML) Editors
Reusable Dialog Component Initiative
IBM has always had a pioneering, leading role: • VoiceXML, X+V, CCXML, and now RDCs
IBM Software
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Industry Support for RDC Initiative
Accelerating the development of speech applications
Enables speech application development to leverage the broader web development community
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM IVR Strategic Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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IVR Partner Interoperability
• Integrated Solution: Genesis Voice Portal with WebSphere Voice Server and WebSphere Application Server
• WVS 5.1 GA in November 2004, tested MRCP interoperability with GVP Windows v.6.5.5
• Joint sales & marketing: Roadshows, Webinars, and Demos
• Long-standing, strategic alliance across multiple IBM business units• September 2004 announcement that deepened the relationship:
• Developing a joint IBM/Avaya solution supporting MRCP and VoiceXML 2.0
• Joint sales & marketing underway• Tooling collaboration
• Long-standing, strategic alliance across multiple IBM business units• WVS 5.1 GA in November 2004, tested MRCP interoperability with Cisco
1751V, AS5400HPX and AS5350 series with IOS 12.3(10)M running the Cisco VoiceXML Browser
• Joint sales & marketing underway
IBM Software
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IBM PartnershipsBenefits
Customer has many more ecosystem choices for infrastructure and interoperability
Seamless secure, reliable and scalable end-to-end enterprise class solutions
More tightly integrates IP communications with IT infrastructure
Leverages common web-oriented development skills and tools (RDCs)
Simplifies development of speech self-service applications
IBM Software
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SIPIPIP
HTTP/VoiceXML/CCXML
T1 / E1
Partner IVR + WebSphere Voice
PSTNPSTN
Partner
Voice Platform
EJB Container
Business Logic
Call Control Apps (CCXML)
VoiceXMLApplications
Web Container
Web Services
Applications
ASR TTS
MR
CP
WebSphereWebSphere Voice ServerWebSphereWebSphere Portal Server
Systems Management
WebSphereWebSphere Voice Application Access
Voice Porlets Voice Portlets
IBM
ToolsPartner Tools
WebSphere Studio
NLU
Apps
WebSphereWebSphere Application Server
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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• IBM’s core speech technology• ASR/TTS
• Standards-based speech architecture, such as VoiceXML
• Administrative ease of use, rapid problem resolution, end-to-end admin
• Scalability, high availability, load balancing network dispatcher
• Large vocabulary capabilities
• Dynamic grammar support
• Robust: Ability to support noisy environments, multiple dialects, etc.
• WebSphere Application Server as foundation• Single development and deployment for both voice and data applications
• Common business logic for visual and voice apps: WAS, J2EE, WMQ, WBI, DB2
• Common development tools & skills: Eclipse, WSAD, Rational, J2EE
• Availability• Linux and AIX platforms supported
• Multiple languages supported
WVS Overview
IBM Software
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WVS Summary
Based on WAS…only IBM Integrated administration, systems management, etc.
Based on Open Standards not a proprietary model MRCP ensures connectivity to multiple IVRs
Faster Application Development Single Tooling for both Voice & Data
Differentiators Rapid, High Quality Application Development
Administrative Ease of Use
On Demand Speech Technology
Standards-based Architecture for Speech
IBM Software
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WebSphere Voice Application Access
How are my stocks?
IBM is at 72.45, the Dow is down to
8944...
Integrated to WebSphere Portal Updates to Tooling
New VxML aggregator API’s to improve developer productivity
Single Sign-on transparency between visual and voice access
Maintain Portal Principles: Aggregation
Personalization and customization
Separately developed, modular applications
Common business logic
Open Standards
Extend to Voice Navigation between portlets
Natural Language Understanding
Consistent Content management and delivery
IBM Software
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WVAA Architecture
EnterpriseData,
Applications &Internet Content
Portaldatabase
User profiledatabase
LDAP directory
Page Aggregation
VoiceAggregator
Skins
Customization
Personalization
AU
TH
EN
TIC
AT
ION
Portlet Container and Services
Portlet API
Content access
Search
Portlet data
Collab-oration
PortletProxy
Webclipper
DocumentManager
Admin
CredentialVault
SingleSign-on
XMLAccess
J2EE
JCA
WebServices
EJB
JMS
JDBC
Servlet
Security Caching
AUTHORIZATION
VoIPLAN
Po
rtlet 1
Po
rtlet 2
Wireline and
Cellulardevices
IVR
ASR TTS
VoiceBrowser
PSTN
IBM Software
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Multichannel access
WebSphereEveryplaceAccess
Web
Sphe
re P
orta
l W
ebSp
here
Por
tal WebSphere
Voice ApplicationAccess
WebSphereVoice Response/Server
WebSphere EveryplaceConnection Mgr
Voicemail
Consumer Info
Applications
Enterprise Info
Location-based
Voice UI
GUI
Applications written as portlets are available to multiple end user device environments
IBM Software
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Voice Toolkit for WebSphere Studio
Graphical Call Flow Design Tool to visually design speech applications
Graphical Call Flow Builder MRCP Grammar Test Tool
EditorsCCXML editor for call controlVoiceXML editor including Wizard that allows users to select and customize Reusable Dialog ComponentsLexicon Editor with Pronunciation MigrationGrammar editor supporting VoiceXML 2.0 formats, SRGS-XML
Call Simulator and VoiceXML Debugger (Browser execution)
Natural Language Tools To help classify data and test
IBM Software
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Developing a Voice Application
Application DevelopmentApplication Development
TasksTasks
VoiceXML Editor, Java, JSP, XMLVoiceXML Editor, Java, JSP, XML
IBM Voice Tools IBM Voice Tools
Testing and TuningTesting and Tuning Test Tools / Speech ExpertTest Tools / Speech Expert
Persona & Dialogue DesignPersona & Dialogue Design
Grammar DevelopmentGrammar Development
Dictionary DevelopmentDictionary Development
Language Interpreter DevelopmentLanguage Interpreter Development
Grammar BuilderGrammar Builder
Pronunciation BuilderPronunciation Builder
Natural Language Model ToolsNatural Language Model Tools
Speech UI Expert / Call Flow BuilderSpeech UI Expert / Call Flow Builder
secondary
IBM Software
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Call CenterVoice Toolkit for WebSphere Studio
Eclipse framework provides default
views, icons, layouts, XML editor functionality, etc.
Editor panel allows for multiple files to be edited simultaneously
Navigator panel shows file view of the project
Tabbed views show words with unknown
pronunciations or a hierarchical view of your application file
Pronunciation composer enables
creation of customized
phonetic pronunciations
Informational panels display
tasks, warnings, errors, to-dos, file properties, and application
logs
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
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Summary
Superior technology, backed by a history of “firsts”, leading benchmarks, and 30+ year research activity, 250 speech patents
Deep industry experience across 23 industries, with over 3000 consultants focused customer service solutions
Broad offerings, ranging from packaged services to core ASR/TTS technology to market-leading middleware
Leverage existing investments and integrate broadly from fundamental integration with IBM middleware
Leading the industry, from standards to new technology development such as conversational biometrics
IBM Software
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Challengers Leaders
VisionariesNiche Players
Ability toexecute
Application Integration Vendor (as of 5/2003)Magic Quadrant for Application Integration Vendors, 2Q03, J. Thompson, F. Kenney, B. Lheureux, Y. Natis, M. Pezzini, R. Schulte, J. Sinur, J. Correia, D. McCoy, 5 May 2003
Enterprise Application Server (as of 5/2004)Enterprise Application Server Magic Quadrant, 2Q04, Yefim V. Natis, Massimo Pezzini, Kimihiko Iijima 10 May 2004
Application Platform Suite (as of 6/2004)The Application Platform Suite Magic Quadrant 2Q04, Y. Natis, M. Pezzini, R. Schulte, J. Thompson, K. Iijima, G. Phifer, C. Haight, D. Plummer, 30 June 2004
Horizontal Portal Product (as of 3/2004)Gartner: Magic Quadrant for Horizontal Portal Products, 2004, Gene Phifer, Ray Valdes, David Gootzit, Kim S. Underwood, Joanne M. Correia, Whit Andrews , 30 March 2004
Web Services Major Vendor Influence (as of 9/2003)Magic Quadrant for WS Major Vendor Influence, 3Q03, David Smith, Charles Abrams, 2 Sept 2003
Programmatic Integration Server (as of 12/2003)Magic Quadrant for Programmatic Integration Servers, 2003, Dale Vecchio, 17 December 2003
Business Process Analysis (as of 3/2004)Magic Quadrant for Business Process Analysis, 2004, J. Sinur, 4 March 2004
IVR/Enterprise Voice Portals (as of 3/2004)Magic Quadrant for IVR/Enterprise Voice Portals, 2004, B. Elliot, D. Kraus, 30 Mar 2004
The Magic Quadrant is copyrighted 2003 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Completeness of vision
IBM in Leaders Quadrant in these Magic Quadrants
IBM rated “Promising” or “Positive” in these MarketScopes
Positive: Sell-Side Electronic Commerce (as of 1/2004)
MarketScope: Sell-Side Electronic Commerce, 1H04, A. Sarner, R. DeSisto, 22 Jan 2004
Promising: Multichannel Access Gateways (as of
12/03) MarketScope: Multichannel Access Gateways, 2H03, W. Clark, 16 Dec 2003
Gartner Magic Quadrants: IBM in the Leaders Quadrant
IBM Software
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Today’s Agenda
Intro Video Delivering Business Value Customer Experiences
Testimonials
Leading Industry Growth and Integration IBM Partners Product Portfolio
WebSphere Voice Server
WebSphere Voice Application Access
Tools
Summary Q&A
IBM Software
®
www.ibm.com/pervasive
__________@__.ibm.com
IBM Software
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Backup Slides – separate deck
Omitted Slides IBM Transformation Case Study WVS 5.1 Presentation