Open Standard

VoiceXML IVR
Applications

Prashant Lamba
Phonologies C.E.O
The Voice of Technology
prashant@phonologies.com
Current State of VoiceXML
Providing service on the telephone remains a critical option for
most call centers and service providers

Global IVR market will reach $2.78 billion by end of 2017. More
than 97% of Enterprise IVR systems will support the VoiceXML
standard

1000s of Voice Apps based on VXML are already deployed. All

major vendors support VoiceXML - Avaya, Cisco, Genesys-Alcatel,
Convergys-InterVoice, Syntellect-Envox, Voxeo, Nuance, Loquendo,
Microsoft Tellme, Broadvox, HP

VoiceXML spec is currently version 2.1 and there are no active open
source projects
VoiceXML Recap
Architecture

Web Server Uses existing web infrastructure

Scripts
HTML making it easy to create & deploy
Speech apps
Grammar
Web User
Images,
Media Hides all underlying complexities
Audio VXML of the telephony & speech
platforms from developers

Database/CR Your bank

Supports scripting via standard
M balance is.. ECMAscript which is based on
MRCP
Javascript
Speech
Engines

VXML GATEWAY
VoiceXML Adoption Drivers
Cost Pressures with high demand for hosted & managed speech
solutions: Enterprises are looking at hosted IVR to cut costs and investments.
Speech services will represent ~ 40% of hosted IVR revenue by 2017,
compared to just 22% in 2007.

Growth in IP technology and Cloud services adoption: Open standards

based platforms can be deployed to run anywhere and linked to web
applications. By 2017 only 5% of all IVR ports shipped will be TDM (non-IP)

Customer retention: In struggling economy better customer service increases

customer retention rates

Commoditization: Off-the-shelf components can be utilized to build a

distributed system (separating telephony, media and application logic)
improving processing power and overall performance of the system

Growth of the addressable market for speech (horizontal and vertical): From
large to mid- and small size enterprises
Applications in demand
Speech Auto Attendant + ACD for skills based routing
Outbound Calling / bill payment reminders / tele-marketing
Bank-by-phone
Web Callbacks, Click-2-dial
Voice chat, Voice dialing, Voice-2-text, Contact book look-up
Business Transaction Enablement
Political campaigning

Environments:
Enterprise / Public Cloud
Contact Center and CRM
Unified Communication
PaaS / SaaS
InterpreXer VoiceXML IVR
A telephone Interactive Voice Response system. Used largely in the
contact center business to automate phone based interactions, where
callers can get information, perform transactions, get transferred to
customer support personnel, or run scheduled campaigns for reminders
& notifications

Uses speech recognition to enhance user experience

InterpreXer supports VoiceXML 2.1 spec, enabling rapid

development of voice applications

Readily available with open source Asterisk and FreeSWITCH

for high density SIP/VoIP environments in Linux & Windows. Also
available as modular OEM package to VoiceXML 'enable' CTI solutions
InterpreXer Adoption Benefits
Enterprises are looking for out of the box platform to deploy their new or
expand the existing VoiceXML applications.

Many entrepreneurs with an intimate knowledge of business problems

are looking to bootstrap their speech and telephony startups deploying
standards compliant apps on a fully functional media platform

There is a very large pool of developers with vast experience in building

standards based apps developing most complex calls flows easily!

Social media networks in many vertical industries will be looking for cloud
resident and inexpensive communication services to support their
growing user needs.
Contact
Prashant Lamba | C.E.O

Phonologies (India) Private Limited

EFC INC CENTER, 4 Floor, Marisoft 3,
Kalyani Nagar, Pune 411014. INDIA.

m/ +91 9867 22 1975 | t/ +91 20 6401 0707

e/ prashant@phonologies.com | w/ www.phonologies.com