ibm software ® ibm conversational access the power of speech in an on demand world customer:...

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


Testimonials

Leading Industry Growth and Integration IBM Partners Product Portfolio



Tools

Summary Q&A

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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

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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)

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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

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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

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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

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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

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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

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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

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Today’s Agenda


Testimonials




Tools

Summary Q&A

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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

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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

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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.

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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

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More Speech Customers

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IBM Delivering Customer Service Solutions

CABLE & WIRELESS

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Today’s Agenda


Testimonials




Tools

Summary Q&A

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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

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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

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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)

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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

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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

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Today’s Agenda


Testimonials

Leading Industry Growth and Integration IBM IVR Strategic Partners Product Portfolio



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

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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

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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

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Today’s Agenda


Testimonials




Tools

Summary Q&A

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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

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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

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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

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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

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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

Email

Consumer Info

Applications

Enterprise Info

Location-based

Voice UI

GUI

Applications written as portlets are available to multiple end user device environments

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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

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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

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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

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Today’s Agenda


Testimonials




Tools

Summary Q&A

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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

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Today’s Agenda


Testimonials




Tools

Summary Q&A

IBM Software

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www.ibm.com/pervasive

__________@__.ibm.com

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Backup Slides – separate deck

Omitted Slides IBM Transformation Case Study WVS 5.1 Presentation

ibm software ® ibm conversational access the power of speech in an on demand world customer:...

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