Syntellect Interactions 2010 Sponsored by:. Copyright© 2010 Syntellect Inc. All Rights Reserved...

Syntellect Interactions 2010

Sponsored by:

Copyright© 2010 Syntellect Inc. All Rights Reserved

Syntellect Interactions 2010European Partner Conference

Thursday, 10th June 2010Renaissance HotelLondon Heathrow

2

Sponsored by:


Share Experience and Success

Gather Feedback

Gain Product Knowledge

Meet the Experts

Stimulate Ideas

Have Fun!

Syntellect Portfolio Overview

J.R. SloanVP, Product Management and Marketing

Sponsored by:

Copyright© 2010 Syntellect Inc. All Rights Reserved 5

Syntellect Company Overview• Wholly-owned subsidiary – Enghouse Systems Limited (TSX:ESL)

– Canadian based software holding company• North American Headquarters – Phoenix, Arizona

– Offices in Chicago, Toronto• EMEA Headquarters – Reading, UK and APAC Headquarters - Singapore

– Offices in Stockholm, Munich, Zagreb• Financially Strong

– Consecutive quarterly profitability since 2002• Over 300 Employees• Four primary product offerings – PBX Independent

– Syntellect CIM - Multi-media Contact Center– Syntellect Communications Portal (SCP) - Speech Self-Service– Syntellect CT Connect & PhoneLink – CTI Middleware– Syntellect VoiceXML Studio, CT ADE & Voiyager – Development Tools

• Full-service solution provider– Consulting, design, development, deployment and support– Dedicated speech solutions team


Syntellect: A Brief History

1984 - Launched with venture capital

investment

1986 - Released first IVR platform (Infobot)- Industry’s first IVR application development toolset - Released Industry’s first IVR 3270 screen scraping feature

1990 - Deployed first Speech Recognition

enabled IVR application

1994 - Released second-generation IVR platform (VocalPoint)

1998 - Launched first Open Standards IVR

(Vista)- Deployed first Natural

Language Speech Recognition enabled IVR

application

2002 - Syntellect acquired by Enghouse Systems Limited

2003 - Deployed first biometric speech application using Nuance Verifier 2.0

2004 - Acquired Teloquent, Inc.- Released fourth-generation

IVR (Continuum)

- Deployed first VXML application

2005 - Acquired Apropos Technology

2007 - Launched Voiyager - 100% Error Free VXML Speech Applications

2008 - Acquired Fluency Voice Technologies

- Acquired Envox Worldwide

2009 - Acquired Trio Enterprises AB - Acquired Pulse Voice

6


Our Purpose

Syntellect’s purpose is to

empower our clients to

improve efficiencies,

reduce costs and solve

business problems

through a strategic

balance of contact center

management software

and unrivaled support.

7


Everyday millions of people experience Syntellect Solutions

8

When Communicating at

Work

When Calling Customer Service

When Calling Directory

Assistance

When Scheduling

Appointments

When Completing Transactions

When Providing Information

by Phone

We Automate and Personalize Customer InteractionsThrough Voice Self-Service and Contact Center Solutions


Over 1,250,000 IVR Ports Deployed WorldwideOver 1,000,000 Contact Center Agents Served


IVR/Self Service Solutions

Syntellect Communications PortalOpen, standards-based software platform that reduces the time, cost and complexity of deploying voice and IP communications solutions

• Flexibility to create voice self-service, contact center, and unified communication solutions

• Graphical management utilities for configuring, monitoring, managing large-scale deployments

• The industry’s most comprehensive support for standards, including: CCXML, VoiceXML, SIP, MRCP, Web Services

• Complete VoiceXML solution with development, browser and gateway capabilities

• Comprehensive support for both traditional voice communication and VoIP. Supports video messaging, SMS, email, and fax

• Tight integration with best-in-class telephony and speech products [Dialogic, Nuance, etc…]

10


Microsoft Develops and Deploys IVR System in OnlyThree Days

ChallengeChallenge

Provides critical back-end processing and support for Microsoft products

Expand customer touch points with IVR

Network of 6 call centers worldwide

Large cost associated with traditional IVR systems

Needed to be multi-lingual

Provides critical back-end processing and support for Microsoft products

Expand customer touch points with IVR

Network of 6 call centers worldwide

Large cost associated with traditional IVR systems

Needed to be multi-lingual

SolutionSolution ResultsResults

Syntellect IVR rolled out in 3 days

Easy customizations

Key features included:IVR

PC-based PBX

Multimedia contact centers

Unified messaging

Integration with Teledata,

Integration with SQL Server and Frontpage

Syntellect IVR rolled out in 3 days

Easy customizations

Key features included:IVR

PC-based PBX

Multimedia contact centers

Unified messaging

Integration with Teledata,

Integration with SQL Server and Frontpage

Handles over 2,500 transactions per day

No need to learn APIs for individual hardware and software components

Multi-lingual solution for Mandarin, Cantonese, Bahasa Indonesia and many more

Solution costs 3-4 times less than a traditional IVR system

Can now provide 24 hour service

Handles over 2,500 transactions per day

No need to learn APIs for individual hardware and software components

Multi-lingual solution for Mandarin, Cantonese, Bahasa Indonesia and many more

Solution costs 3-4 times less than a traditional IVR system

Can now provide 24 hour service

“It was a simple process: On Day One, we developeda prototype, on Day Two, we enhanced its featuresand performed debugging, and on Day Three, weconducted the User Acceptance Test.”

Patrick Lung– Chief Executive, Microsoft APOC


Contact Center Management Solutions

Syntellect Customer Interaction Management (CIM)

Advanced management engine that enables you to fully control a universal queue of customer interactions. Agents are equipped with a consolidated view of all customer communications giving them the knowledge to effectively handle any customer inquiry.

• Voice, email, fax, web and task • 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 and monitoring• Workforce Management

12


Improving Contact Center Productivity Through Technology

ChallengeChallenge

Accurately track the number of incidents and customer requests

Re-establish trust and rapport with customers

Provide quality service, prompt responses and seamless escalation of issues

Track the workload of each agent to have optimum resources available

Accurately track the number of incidents and customer requests

Re-establish trust and rapport with customers

Provide quality service, prompt responses and seamless escalation of issues

Track the workload of each agent to have optimum resources available


Chose Syntellect CIM since it was flexible enough to meet the demands of all departments in the company

Consolidated view of customer communications across all channels

Provided the best real-time monitoring of all solutions

Chose Syntellect CIM since it was flexible enough to meet the demands of all departments in the company

Consolidated view of customer communications across all channels

Provided the best real-time monitoring of all solutions

Reduced average response time of email requests from 24 hours to a few minutes

Reduced average caller wait time from over 1 minute to an average of 17 seconds

Highest internal and external customer approval rating

Enabled VIOC to do more with the resources they have

Reduced average response time of email requests from 24 hours to a few minutes

Reduced average caller wait time from over 1 minute to an average of 17 seconds

Highest internal and external customer approval rating

Enabled VIOC to do more with the resources they have

“With Syntellect CIM we were able to decrease the time it took to identify and react to problems by using queue alarms, which instantly recognize any issues and notifies the appropriate personnel. Our contact center now has its highest internal and external customer approval rating.”

Shawn B. Castle– Manager of Installed Solutions Support Center


CTI Solutions

Syntellect Computer Telephony Integration (CTI)Technology for integration between telephones and computers for customer interactions.

• Syntellect CT Connect

• Syntellect PhoneLink for Salesforce and Siebel• Leading CTI products in the market• Optimize agent productivity and improve

customer satisfaction• Screen pop and Click to Dial• Comprehensive statistics and logging• One click new case creation• Copy telephone numbers• Integration with Work flow

14


TransUnion Rolls out Call Center Solution in 45 Days

ChallengeChallenge

Wanted a 360 degree view of customer

Needed ability to up-sell customers as part of support conversations

Required better management reporting to identify process bottlenecks and improve overall service levels

Needed to boost agent productivity with advanced call tracking and identifying technology

Wanted a 360 degree view of customer

Needed ability to up-sell customers as part of support conversations

Required better management reporting to identify process bottlenecks and improve overall service levels

Needed to boost agent productivity with advanced call tracking and identifying technology


Rolled out Salesforce with CTI integration in 45 days

Deployed comprehensive case methodology supported by workflow

Identify

Record

Research/Resolve

Communicate/Publish

Close/Upsell

Survey

Rolled out Salesforce with CTI integration in 45 days

Deployed comprehensive case methodology supported by workflow

Identify

Record

Research/Resolve

Communicate/Publish

Close/Upsell

Survey

CTI integration reduces average call times by 60 seconds

Case resolution times have been cut significantly

Same day opportunity-to-win conversion rate up 182%

14 Day wins up by 83%

Total wins up by 17%

CTI integration reduces average call times by 60 seconds

Case resolution times have been cut significantly

Same day opportunity-to-win conversion rate up 182%

14 Day wins up by 83%

Total wins up by 17%

“We have dramatically improved our win conversion rate for all outbound Call Center and have reduced our average in-bound customer service calls by 60 seconds by using CTI.”

Robert Callaci – VP Sales Operations


Development ToolsSyntellect Developer ToolsSyntellect provides several development environments to assist developers.

• Extreme flexibility – all type of voice solutions, broad technology choices

• Develop solutions for IP Telephony (VoIP), PSTN, and mixed environments

• Syntellect CT ADE for IVR development

• Syntellect Studio and VoiceXML Studio

– voice user interface management, call control, application logic and database integration

– Graphical programming environment reduces development time by 50% or more

– Quickly assemble applications from pre-built “functional blocks”

• Voiyager for application discovery and validating call flow logic

16


Using Development Tools to Power Shipment Notifications for its Supply Chain Software Solutions

ChallengeChallenge

Enhance software offering with phone-based delivery notifications

Provide better customer service by confirming deliveries

Eliminating the costs associated with manually contacting customers

Speed deployment and deliver promise to introduce cutting-edge features

Enhance software offering with phone-based delivery notifications

Provide better customer service by confirming deliveries

Eliminating the costs associated with manually contacting customers

Speed deployment and deliver promise to introduce cutting-edge features


Syntellect CT ADE to create an interactive telephone system module

Accelerated the development of voice and video communication solutions

High level programming APIs and building blocks for tightly integrating the new phone-based functions into their software

Deployed with Dialogic telephony cards

Syntellect CT ADE to create an interactive telephone system module

Accelerated the development of voice and video communication solutions

High level programming APIs and building blocks for tightly integrating the new phone-based functions into their software

Deployed with Dialogic telephony cards

Reduce related staffing costs by 75%

Improve customer call success from 65 to 90%

Provides customers real-time delivery information

Outbound notification solution to call delivery recipients

Text-to-speech to speak delivery details and automatically handle recalling busy numbers

Reduce related staffing costs by 75%

Improve customer call success from 65 to 90%

Provides customers real-time delivery information

Outbound notification solution to call delivery recipients

Text-to-speech to speak delivery details and automatically handle recalling busy numbers

“CT Connect is now an integral part of our productdevelopment strategy enabling us to significantlylower development costs and speed time-to-market.”

Dave Collins– President


Professional Services OfferingsSyntellect’s core values of service, ownership, relationship and partnership are represented by our professional services and support teams. We employ a detailed lifecycle approach to all customer engagements, from initial planning and application discovery through ongoing maintenance, with the overall goal of improving your business.

• System Architecture Design • Project Management • Business Continuity Planning • Education & Training• Contact Center Consulting • System Implementation• Application Development • Customer Support• Systems Integration • Maintenance• Application Discovery • Speech Services• System Lifecycle Testing • Voice and Audio Recording


The Syntellect Advantage :Full Service Solution Provider

• Application discovery

• System architecture design

• Project management

• Systems integration

• Speech services consulting

• System implementation

• System lifecycle testing

• Business continuity planning

• Technical support

• Managed services

• Maintenance

• Education & training

19

Thank you!

http://www.syntellect.com

Syntellect Communications Portal


Sponsored by:


Syntellect Global Voice Solutions & Services

Standards-BasedPlatforms

Rapid Application Development Tools

CTI SoftwareContact Center Software

Voice Solutions

Prof

essio

nal S

ervic

esPr

ofes

siona

l Ser

vices

Customer Service & Support

Customer Service & Support

Customer Premise Equipment ( CPE ) Syntellect Hosted Services Solutionsor

INFRASTRUCTURE

VoiceSelf-Service

VoiceSelf-Service

ContactCenterContactCenter

CarrierServices

Unified Communications

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Connect%20Me.pptx












Syntellect Communications Portal: Key Features

• Open, standards-based software platform that reduces the time, cost and complexity of deploying voice and IP communications solutions– Rapid application development software

– Flexibility to create voice self-service, contact center, and unified communication solutions

– Graphical management utilities for configuring, monitoring, managing large-scale deployments

– The industry’s most comprehensive support for standards, including: CCXML, VoiceXML, SIP, MRCP, Web Services

2323


Syntellect Communications Portal: Key Features continued


• Comprehensive support for both traditional voice communication and VoIP. Supports video messaging, SMS, email, and fax

• Tight integration with best-in-class telephony and speech products [Dialogic, Nuance, etc…]

• Outstanding price/performance and significant ROI


Time-to-market advantages50% faster development

Highly scalable and reliable

Proven through billions of calls in carrier environments

Single platform for all environments, all solutions

Reduced overhead, consolidated infrastructure

Price/performance

Often replaces proprietary IVR systems for less than current maintenance fees

Leverage existing IT infrastructureSOA compatible

Broad telephony support

Leverage custom code: VoiceXML, VB, Java, more

Syntellect Communication Portal Benefits


Communications Portal:Enabling Best-of-Breed Voice Solutions

26

Syntellect Studio

• Graphical development environment

• Fast development & deployment

Syntellect Communications Server

• Highly scalable, reliable and fault tolerant • VoiceXML 2.1 platform

Syntellect Console• Graphical interface • Single point of control • Simplifies administration

Syntellect Domain Server• Multi-node control, dynamic license management• Ensures continuous availability

DEVELOP DEPLOY & MANAGE

Syntellect VoiceXML Studio

• Rapid creation of VoiceXML code

• Deploy on SCP and other VoiceXML 2.0 platforms

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Classify%20Me.pptx

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Tell%20Me.ppt












METHODS OF COMM.

MULTI-CHANNEL

CONTACTCENTERVOICE

SELF-SERVICEUNIFIED

COMMUNICATIONS

INTEGRATION

SYSTEMS

Methods Of Communication:

TDM/IP

DTMF/Speech

Systems:

PBX (IP, TDM, Hybrid) Enterprise Applications Contact Center

Infrastructure CRM Speech Server

Multi-Channel:

Telephone Wireless Email Fax Web chat Video SMS

Integration: CTI PBX (IP, TDM, Hybrid) Standards:

-SIP-VoiceXML-CCXML -MRCP

Syntellect Studio Provides Superior Integration and Flexibility


Syntellect Studio

• Graphical programming environment reduces development time by 50% or more– Quickly assemble applications from pre-built “functional

blocks”

– Extreme flexibility – all type of voice solutions, broad technology choices

– Develop solutions for IP Telephony (VoIP), PSTN, and mixed environments

– Seamless integration with leading ASR, TTS and speaker verification products

– VoiceXML 2.1 compliant

• Source Code Version Control

28


Syntellect Studio continued

• Support for widest array of communications and IT standards– VoiceXML, MRCP, SIP, H.323, SOAP, WSDL, ODBC, XML,

HTML, HTTP, TCP/IP, SNMP, LDAP, SS7, RADIUS, X.25, IMAP4, POP3, SMTP and more

• IP Communications (or Multi-modal) solution development

• Video messaging, SMS, email, and fax solutions • Leverage existing IT assets – Web services, DLLs

and external applications• Visual Debugger


Syntellect Studio:Rapid, Complete Application Development


Syntellect VoiceXML Studio:Rapid Application Development for VXML

• Graphical development environment for VXML

• No need to write VoiceXML code

• Assemble pre-built functional blocks

• Complies with VoiceXML 2.0 specification

• Generates Java Server Pages that run on standard J2EE application servers, which in turn dynamically generate VoiceXML

• Seamless integration with Syntellect Communications Portal


Syntellect VoiceXML Studio

Pre-built UI components Speech or DTMF



• A highly scalable, reliable and fault-tolerant run-time environment and VoiceXML gateway– Scalable to 120 VXML/240 ECS ports per server; multiple

server configurations

– Manages scripts, telephony resources, speech interfaces, and system management interfaces

– Fault-tolerant operation – user configured monitoring, actions allow automate fail-over and recovery procedures

– Runs Syntellect Studio, VoiceXML, and CCXML scripts

– Supports SNMP Agents and Alerts

33


Syntellect Console

• A graphical management tool that provides a single point of control for administrating large-scale or distributed voice solution installations – Allows global changes to be made across a network of

servers

– Role-based administration privileges

– User defined views – applications, logs, channels and more

– Remote, secure administration across LAN/WAN via TCP/IP

34


Syntellect Console: Single Point Control Over Large-Scale Deployments


Syntellect Domain Server

• Dynamic license management utility that ensures the continuous availability of voice solutions– Fault tolerant configurations provide

• Continuous monitoring of servers in domain

• Automatic execution of fail-over or recovery procedures at the first sign of a problem

– Administrators can fully customize monitoring criteria and action sequences

– User authentication and management

36


Domain Server Improves Up-Time Through Monitoring And Custom Recovery Sequences

ECS2Active

ECS3Standby

ECS1Active

3/17/2006

Group 1

DS

Execute Fail-over or Recovery ProcedureCustomized proceduresEx: If health state changes to “Failed”,

1. Execute a user specified command (for example, a PBX control tool)2. Restart telephony driver (includes Engine restart)

Monitor healthCustomized monitoring, health conditionsEx: Switch ECS to “Needs attention” health state if:

Free Disk Space Below 100 MBOr CPU Usage Over 90% For 10 secondsOr Number Missed Calls =10


Syntellect Alarm Center

• The Alarm Center is the Syntellect Domain’s alarm notification mechanism

• Reports alarms from Syntellect components (Syntellect Communications Servers and Domain Servers) whenever certain error conditions occur

• The alarm notifications can be sent by email to any person responsible for the administration of Syntellect components in an Syntellect domain, such as a system administrator

• The Alarm Center centralizes alarm configuration instead of having to configure alarm settings on every server in an Syntellect Domain


Alarm Center Management Tool


Decision Manager: Reporting Architecture

The Decision Manager feature is composed of two subsystems:

• CDR Generation Subsystem– Windows service– Creates CDR entries based on SCP logs

• Statistics Subsystem– Web-based interface– View / Schedule / Configure delivery


Report Types: Generic Calls Reports

• Generic Calls reports show information about number of calls and port usage for all applications.– Incoming calls 24 hours: Shows the number of incoming

calls, total time, average, maximum and minimum call duration, hour-by-hour, for a 24-hour period.

– Outgoing calls 24 hours: Same as above, for outgoing calls.

– Incoming calls per day: Shows the number of incoming calls, total time, average, maximum and minimum call duration, day-by-day, for the period selected by the user.

– Outgoing calls per day: Same as above, for outgoing calls.


Report Types: Generic Calls Reports continued

– Incoming calls detail: Shows the details of each incoming call, specifying ANI, DNIS, call duration, date and time.

– Outgoing calls detail: Same as above, for outgoing calls.

– Port Usage: Shows the port utilisation, to help in the planning of the IVR capacity.


Report Types: Application Specific Reports

• Application Specific reports show data logged for a specific application.

• Support for logging of application-specific information.


VoiceXML CCXML

Communication standards

TCP/IP

UDP

HTTP

X.25

V.24

Oracle

ODBC

MSMQ

LDAP

DDE

RAS

FTP

XML

SNMP

SMTP

POP3

IMAP

MIME

HTML3270

5250

SOAP

WSDL

DLL

J Script

VB Script

Custom integration

Back end system communication

Radius

MAP

Communication standards

TCP/IP

UDP

HTTP

X.25

V.24

Oracle

ODBC

MSMQ

LDAP

DDE

RAS

FTP

XML

SNMP

SMTP

POP3

IMAP

MIME

HTML3270

5250

SOAP

WSDL

DLL

J Script

VB Script

Custom integration

Back end system communication

Radius


Applications developed with Syntellect Studio

Enterprise or Service Provider IT infrastructure

CRM

ERP

Billing

Business logic

Network management

Databases

Email servers

Web servers

Web services

User directories

Legacy systems

Telephony resources

Dialogic Telephony boards

Dialogic HMP

Dialogic SS7

Syntellect Communications

PortalAPI

Speech resources

Nuance ASR SAPI

Nuance RealSpeak

Nuance Speaker Ver.

Nuance DialogModules

MRCP

Telisma

Client devices

Other resources

File Conversion

Crypto API

Client communication

Web, Email,CustomTelephony, Video

PSTN IP

SMTP

POP3

IMAP

TCP/IP

UDP

HTTP

HTML

SS7

ISDN

QSIG

R2

Station

IP – H.323

IP-SIP

H.263

MAP

PBX

Meridian

CallBridge

CSTA

CallVisor

Syntellect Communications

PortalAPI


Why Choose the Communications Portal?

Syntellect Strengths

• Solutions snap right into your existing infrastructure – PBX/IP-PBX, IT and communications

• Eliminate objections by extending infrastructure life

• Rapid deployments – sometimes in days

Give You The Advantage

• Acclaimed rapid development environments reduce time-to-market by 50% or more

• Respond to more business opportunities

• Reduce solution costs

• Proven, carrier-grade scalability• Deploy anywhere – no customer too

big, too small

• Solutions are often deployed for less than the maintenance fees of proprietary systems

• ROI within 6-9 months


Our Customers Speak For Us

“…reduces the time needed to develop and deploy voice solutions by 50% or more.”

Michael Bouakadakis, President, VEXIS Systems

“... has proven to be an excellent choice for deploying high volume, carrier class applications.”

Joe DiAngelo, President, VoltDelta“The programming

interface is probably the best in the world, and it saves us a lot of time.”Dr. Phillip Chung, President of

INTECS

“…is a critical component in our product development operations...”

Phil Wilson, CEO, Adeptra

“…dramatically reduces our development and deployment time ...”

Peter Edel, Advanced Technology Manager,

Quentris

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http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Alert%20Me.ppt

Communications Portal 7.2 Advantage


Syntellect Communications Portal 7.2:New Features

• Competitive offering for standards supportCCXML 1.0– VoiceXML 2.1– MRCP 2.0– Additional SIP improvements

• Expand IP Communications capability to support customer service and unified communications trends


Syntellect Communications Portal 7.2:New Features continued• Video messaging

– SMS (through GSM MAP)– IP telephony improvements – secure calls through secure

RTP (SRTP) and Transport Layer Security (TLS)

• Enterprise-class reliability – Redundancy/Fault Tolerant Deployment option

• Usability improvements


Migrating to IP with Syntellect Communications Portal 7.2

Syntellect Advantage: VoIP

• Single platform with analog, digital, VoIP and SS7 environments, enables staged migration to VoIP

• Supports secure IP calls (secure RTP, TLS)

• Convert TDM applications to VoIP in days

– Minimal development rework

– Application logic, user interfaces and backend integration are untouched

• Integrate IVR with IP, traditional or hybrid PBX’s for screen pops, CTI, intelligent transfers

• Plugs into leading IP infrastructures: Cisco, Nortel, Avaya

• Next-generation applications enhance traditional business processes with IP telephony


Migrating to Speech with Syntellect Communications Portal 7.2

Syntellect Advantage: Speech• Single platform for speech-enabled and DTMF

applications – select the best interface for the application/environment

• Smoothly transition to speech-enabled applications – UI changes leave the application logic, back-end integration and telephony integration untouched

• Leverage the industry’s leading speech technologies, tuning tools, and standards

• Blend technologies for the optimal user experience

– Speech recognition/DTMF input

– Directed dialog/Natural Language Understanding

– Recorded prompts/TTS

– Speaker verification

– Comprehensive technical support for speech technologies

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Voiyager Overview


Voiyager Product Overview

• Dynamic Application Discovery• Complete application lifecycle solution• Efficient and effective

The Problems

• Extended application projects?– Delayed project roll outs

• Application quality issues?– costly production bugs

• Project backlog?– can’t respond quick enough to business needs

• Current testing is time consuming and expensive

Your options today

• Manual calling….– Time consuming– Incomplete– Ineffective

Nearly every self service application in use today by the banking, finance, service, and insurance industries is only 20% tested!

What does it cost you?

• Time and money (period)

In today’s cost control climate, most companies can’t afford not to be looking at process improvement opportunities.

How do you fix it?

• Automation!– Integrated and automated testing throughout all phases

of an application lifecycle– A testing “system” that enables better processes

Since the inception of VoiceXML technology there has never been a way to automate complete IVR testing, until now.

The Voiyager Solution

What it does• Entire lifecycle solution; integration through all

phases• Full application exercising• Most thorough testing solution available• Immediate problem\risk identification• Early bug detection and resolution• More efficient problem communication • Improved regression testing process• Integrated business logic review• System monitoring and load testing

Higher quality applications, the first time

What does this mean?

• Improved lifecycles– Initial statistics showing 30-50% savings in the

development phase– Quality Assurance phases reduced 50%– Improved team communications– Faster bug identification, reproduction, and

resolution• Better Quality Applications

– Reduced time to project closure– More agile and responsive to your business needs– Higher transaction success rates– Improved customer service at the caller level

Screen Shots

Exploration Issues List

Case Study

Reduced time to market• Automated test production and execution – test plan took

2 months• Current 72 days QA testing is achieved by Voiyager

in 1 day• Pre production testing took 6 months

Lower VXML application life cycle costs• Automated test production and execution• Less miscommunication - reproducible results• No false positives – results are automatically recorded

Higher quality first time every time• Thorough testing - more test scenarios generated than

existing methods• Test often – application tests performed only once

Case Study

• Voiyager results• 600 calls placed in 1 hour• Best case this would currently take 210 hours

(30 days) for 1 tester• This is only a quarter of the application!!!

• 26 Known Application Defects• Voiyager’s State Validator component can find

them all• 26 @ $15 - $20K per production defect is $390K

to $520K• 50+ Potential New Defects Discovered

• At $15 - $20K per production defect this is $750K to $1M cost to the business

This changes everything!

Thank you!



Ewan HaigUK Sales Manager - Dialogic

Sponsored by:

Ewan HaigUK Sales Manager

John Stewart-MurrayTechnical Consultant

Company Confidential • © Copyright 2010 Dialogic Corporation. All rights reserved.SLIDE 67

Agenda

Don’t’ worry…


Brief History

A ponderous question

Dialogic legacy nuts and bolts (traditional boards)

IP migration / HMP / HMP boards

Cost examples

The future – what next?

How can we all be part of it?

Q & A

Agenda


– Founded in 1983: the idea being to bridge the world of

telephony and computers (voicemail)

– 1999: Intel acquired Dialogic along with signaling business

Datakinetics

– 2006: Eicon acquired the Intel Media and Signaling

business – company renamed Dialogic

– 2007: Acquisition of Cantata (Brooktrout, Excel Switching,

and SnowShore)

– 2008: Acquisition of OpenMediaLabs (video research

company)

– Dec 2008: Acquisition of NMS platform business

– 2010: Agreement signed with Veraz Networks to merge

A bit of history…


Question Time…

Simplicity, design and above all a game changer

25% market share of smart phone market (achieved in 3 years)


Dialogic SCP platform options

– Envox / SCP was tightly written around the traditional Dialogic

products

– An API for 3rd party vendors was introduced, however not without

issues

– Glue / additional middleware

– Who supports it?

– Impossible to test every combo

– We still support it but be aware

– Focus will be on traditional Dialogic product set


Traditional cards were DSP based– Perceived benefits:

• Determinism• Less overhead on CPU

– Disadvantages• Sometimes you pay for what you don’t need• Field upgrades – you have to be there• Cost – they are expensive to make!!• Dialogic time to market

Answer to address disadvantages.– Replace costly DSP’s with server CPU and introduce a software license based model –

HMP is born.

Traditional DSP based boards


Analogue cards– 4, 8 (new) and 12 port

• Some have CT Bus some don’t– Universal PCI and PCI express support (exception of 8 port)

BRI– No traditional Dialogic cards available– SCP can be supported via Diva range (single and Quad BRI)– Will require additional driver

PRI (E1 / T1)– All cards are software selectable between E1 and T1– 1E1 / 2E1 JCT cards (voice, speech and softfax)– DMV range 1E1, 2E1 / 4E1 (multifunction cards adding conferencing, fax)

• Variety of media loads

Traditional DSP cards cont’d


Migrating to IP

Dialogic APIsDialogic APIs

Media Resources• Play• Record• Fax• Tone Detection• Conference• Transcoding

Media Resources• Play• Record• Fax• Tone Detection• Conference• Transcoding

SCP / CTADESCP / CTADE

DialogicHMP Software

SIP / H323

RTP (voice packets)

E1 / T1

NIC

HMP thin blade


Its seamless under SCP and CTADE (you don’t have to change your app)

Only license and pay for what you need It will save you money In an IP only scenario its just a license key (better lead times) Upgrades can be done remotely when no boards are involved TDM and IP can coexist in the same server

– Applies to HMP thin blades only – JCT / DMV are not compatible Leave the door open to add additional features (eg video)

Benefits of migrating to HMP


IP Call Control: Signalling element (SIP / H323), 1 required per concurrent session / call.

Basic RTP: Voice bearer using royalty free codecs (eg G711) Enhanced RTP: Adds support for low bit coders (G729) Voice: Play, record, detect DTMF Conferencing: Add conferencing ability + DTMF clamping CSP: Required to integrate with 3rd party speech engines. Fax: Adds fax Maintenance: Access to software updates

How HMP (Windows) breaks down


Concurrent G711 sessions (basic RTP): 750 ERTP: 350 Conferencing: 580 Fax: 120 CSP: 360 Voice: 750

Discounts apply for:– 240 concurrent sessions per server: 33%– 480 concurrent sessions per server: 50%

Supported densities


Boards with TDM interface minus media processing DSP’s– Significantly lower in price– Media resources can be purchased as required

Available in:– Universal PCI (1st generation)

• 1E1 and 4 E1 has no echo can• 2E1 has echo can on-board

– PCI Express• 1E1, 2E1, 4E1 and 8E1• All have echo can• Up to 3 x 8E1 cards per server

HMP thin blades


IVR (DTMF based)– Single E1 D300JCT: $6445 – HMP (IP only)

• IPCC: $34• RTP: $24• Voice: $18• Total: $76 per port ($2280 per E1)

– HMP with 1E1 thin blade• DNI301 (1E1): $2558• 30 x voice resource: $18 x 30 = $540• Total: $3098

Example pricing

* All pricing quoted is Dialogic MSRP / list


Licenses are delivered via a delivery link – KEEP IT!!– https://prodcenter.dialogic.com/maint/service.aspx?link_id=9021580400142911

Licenses are locked to either server MAC address or board serial

number

Licenses can be moved once locked (if say a server goes down)

– You will need the original delivery link

Minimum order is 4 resources (ex fax)

– SCP expects to see a IPCC even if TDM only

Useful info

http://dl.dropbox.com/u/3613233/Nuance%20Partner%20%20Presentation.zip


Video is available on the Desktop and on Mobile devices– Fastest area of growth in the communications industry

Video opportunity

Petabytes / Month

Mobil

e Data

- 108

% CAGR

Video - 131% CAGR

0

500

1000

1500

2000

2500

3000

3500

4000

4500

2008 2009 (E) 2010 (E) 2011 (E) 2012 (E) 2013 (E)

0%

10%

20%

30%

40%

50%

60%

70%

3G+ Subscribers (Millions)

3G+ Penetration (%)


Answer time

Simplicity, design and above all a game changer


Apple introduce iPod– MP3 market takes off

Apple introduce iPhone– Smartphone market has huge growth

Mobile phones have had video calling for 2-3 years but it is currently little used

Apple have added a front-facing camera to the iPhone 4 and enabled easy to use video calling

“It'll be one of those things that you didn't think you needed until Apple told you you needed it“

Will drive demand for video in other markets

Video is cool (at last..)


Video is available on the Desktop and on Mobile devices– Fastest area of growth in the communications industry

Mobile video is a huge opportunity – 3.8 billion mobile phones in use– Bigger than TV, radio, newspapers– Mobile is the most penetrating medium ever

Mobile phone is becoming the ‘personal’ device

Desktop video expanding rapidly– Youtube, Catchup TV - streaming TV– Skype, MSN Messenger – video calling

Video opportunity

Mobil

e Data

- 108

% CAGR

Video - 131% CAGR


VIDEO APPLICATIONS IN USE TODAY


Video in use today – Apex IVVR

• http://www.apexvoice.com• YouTube demo at:

http://www.youtube.com/user/dialogiccorp#p/u/14/zSuiDsEZlvY

Video IVR Platform (IVVR) Uses :

Mobile-banking Interactive Maps Video on Demand

http://msdn.microsoft.com/visualc/default.asp

http://www.borland.com/bcppbuilder/

http://www.borland.com/bcppbuilder/


Video in use today - Calltech

• http://calltechsa.com• YouTube video: http://www.youtube.com/watch?v=MJ7kUlmQRnA

Interactive Video Platform Uses:

Traffic News Entertainment

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Fax%20Me.pptx

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Remind%20Me.ppt


Video in use today – Facebook click to call

• YouTube demo: http://www.youtube.com/watch?v=ehrn7z7-hJ0• Facbook page: http://www.facebook.com/apps/application.php?id=8251063129

CX VideoGateway

Web to Mobile Video calling

http://www.youtube.com/watch?v=ehrn7z7-hJ0

http://www.facebook.com/apps/application.php?id=8251063129


HD VOICE


Human hearing is in 20hz to 20kHz range Current PSTN and IP Voice uses 300Hz to 3.4kHz

– ‘Narrow band’– Intelligible but lots of information lost

Wideband codecs use 50Hz to 7kHz Much more speech information = much higher quality

HD Voice

20hz 20,000hz

Wide band

7000hz3400hz300hz

Narrowband


Improved QoE• Higher Fidelity• Clearer Communications• Less tiring to understand = longer calls• Business quality conferences

Every Voice Application benefits from HD Voice• Voice mail, IVR• Conferencing • Contact centers• Video / HD Voice

Deploying worldwide• Skype• Business UC applications• Mobile and Broadband networks

HD Voice Benefits


HMP ROADMAPDELIVERING ADVANCED VIDEO AND HD VOICE


Current HMP v3 - Telephony

HMP v3 supports SCP and CTADETypical applications include IVR, Self Service, Voice mail, Conferencing


Current HMP v3 – ‘Basic’ Video

HMP v3 also supports ‘Basic’ videoNo support for ‘Advanced’ video or HD Voice


HMP v5 – Next Generation

• HMP v5 supports ‘Advanced’ video• Support for Mobile video, Transcoding, Video

Conferencing, Text overlay • Support for HD Voice


HMP v5 – Phase 1

HMP 5 Server


HMP v5 – Phase 2


Summary


Dialogic YouTube for demos:– http://www.youtube.com/dialogiccorp

Dialogic Exchange Network (Developer web)– http://www.dialogic.com/den/

Dialogic® HD Voice Technology Web Page (http://www.dialogic.com/technologies/hd-voice.htm)– Listen to Standard & HD Voice Samples

HD Voice News – www.hdvoicenews.com– Breaking news on HD voice

Dialogic Innovator Challenge 2010– Build your ultimate sports app

More Information

http://calltechsa.com/

http://dl.dropbox.com/u/3613233/Nuance%20Enterprise%20Solutions%20Presentation%20Guide.doc

http://envox-sps.envox.com/Local%20Settings/Temporary%20Internet%20Files/Temporary%20Internet%20Files/Specialist15/Documents%20and%20Settings/sam.waicberg/Local%20Settings/Local%20Settings/gclarke.GCLARKE/Local%20Settings/Temporary%20Internet%20Files/OLK505/Envox%20Corporate_Cas

http://www.youtube.com/watch


Video is a formidable app area, devices are everywhere– Mobile and Desktop– Smartphones and Web 2.0 have opened the door for innovators

HD Voice presents a sizeable upgrade opportunity for existing Voice installations– Simple application change to HD Voice

The products exist to allow ideas to become reality The markets are there, driven by product innovation, consumer

and business demand.


Dialogic, Dialogic Pro, Brooktrout, Diva, Cantata, SnowShore, Eicon, Eicon Networks, NMS Communications, NMS (stylized), Eiconcard, SIPcontrol, Diva ISDN, TruFax, Exnet, EXS, SwitchKit, N20, Making Innovation Thrive, Connecting to Growth, Video is the New Voice, Fusion, Vision, PacketMedia, NaturalAccess, NaturalCallControl, NaturalConference,

NaturalFax and Shiva, among others as well as related logos, are either registered trademarks or trademarks of Dialogic Corporation or its subsidiaries (“Dialogic”). The names of actual companies and products mentioned herein are the trademarks of their respective owners. Dialogic encourages all users of its products to procure all necessary intellectual property

licenses required to implement their concepts or applications, which licenses may vary from country to country. Dialogic may make changes to specifications, product descriptions, and plans at any time, without notice.

USE CASE(S)Any use case(s) shown and/or described herein represent one or more examples of the various ways, scenarios or environments in which Dialogic products can be used.

Such use case(s) are non-limiting and do not represent recommendations of Dialogic as to whether or how to use Dialogic products.

04/10

www.dialogic.com

Syntellect CT ConnectThe World’s Leading CTI Software


Sponsored by:


Syntellect CT Connect

• Standards-based CTI software that allows developers and systems integrators to create applications for– unified communications– contact center– voice self-service applications– IP and TDM networks

• Dramatically lower cost– Out-of-the-box integration with all major communications

systems.


Syntellect Helps You Build Contact CenterSolutions• In today’s highly competitive market, Contact Centers

require innovative solutions that enable them to increase efficiency and customer service

• Syntellect provides products and services to develop and deploy solutions in the Next Generation Contact Center

• Accelerate your time to this expanded and rewarding market by using Syntellect products and services

• Whether you want to enhance your existing applications or develop new solutions get a head start with Syntellect


Problems Facing the Contact Center

• Poor customer satisfactionLong queue times– Long transaction times – increase costs and customer churn– Customers frustrated and going to your competitor

• High staff turnover– Poor agent morale – Ineffective agent training

• High cost of sales– Low up sell and cross sell opportunities– Poor customer loyalty– Inefficient use of resources


The Opportunity: Optimize Operations and Personalize Interactions

• Optimize– Skills-based routing – improves first call resolution by routing calls

to the agent best suited to assist the caller – Screen pop and caller ID – reduce call time by 20 seconds or more– Click-to-dial – saves time and eliminates dialling errors– Call logging/recording – monitor the effectiveness of your

procedures and staff members

• Personalize– Route caller to agent who handled caller previously– Greet caller by name– Empower agents with knowledge of caller’s interaction history

(IVR, agent, Web, etc.)– Up-sell and cross-sell based on caller’s interaction history


Syntellect CT Connect – The Leading CTI Product in the World• CTI enabled over 1 million agents worldwide• 10,000+ licenses sold worldwide• The leader in price/performance• 100+ contact center solutions developed

using Syntellect CT Connect including:– IVR

• Intervoice/Edify– CRM

• Siebel/Oracle• Salesforce.com

– Workforce management• Witness and Q-Max

– Predictive dialling• Concerto, TeleVoice

– Call recording and quality monitoring

• Nice and Witness – Call center suites

• Syntellect CIM, Amcom

• Seamless integration to 30+ PBXs/ACDs including– TDM switches– Pure IP switches– Hybrid switches– Single site or distributed environments

with multi-vendor switches


Syntellect CT Connect – Scalability to Suit Small, Medium and Large Organizations• Syntellect CT Connect powers multi-site distributed contact

centers with 1,000’s of agent seats– But also small contact centers with as little as 10 seats

• Three license levels available:– Call Control– Monitor only– Monitor Plus

• Large installations include:– A mobile phone operator with 8 sites with up to 2,000 active

agents per site– A Hosted Contact Center service provider with 1000’s of active

agents at a time


Sales Opportunities Enabled by CT Connect

• Any opportunity that requires or can be enhanced by CTI capabilities, including:– CRM– Workforce Optimization– IVR as front-end to contact center– Intelligent or skills based call routing– Screen pops– Outbound dialing applications

• Opportunities in any environment– TDM, IP, or hybrid PBXs– Single site or distributed environments with multi-vendor switches

• Companies transitioning to VoIP – migrate to IP in phases

• Existing Syntellect CT Connect installations– Adding CTI applications on the same Syntellect CT Connect server enables

you to compete more aggressively on pricing


Syntellect CT Connect SupportsThe Widest Array of PBXs/ACDs in the Industry Switch/ACD Switch Interface Switch Interface/ Protocol

Alcatel 4200 CSTA CSTA1 Alcatel 4400 CSTA CSTA2Alcatel OmniPCX Office CSTA CSTA2Alcatel A4400 OmniPCX Enterprise CSTA CSTA2Asterisk TCP/UDP SIPAvaya DEFINITY G3 ACM & DLG/MAPD ASAIAvaya DEFINITY G3 ACM & AES/DLG ASAIAvaya S8xxx IP range ACM & DLG/MAPD ASAIAvaya S8xxx IP range ACM & AES/DLG ASAIAvaya S8xxx IP range ACM & AES TSAPIAvaya IP Office TAPILinkPro TAPI2Cisco CallManager* Envox CT Connect Gateway for Cisco

CallManagerJTAPI

Ericsson MD110 BC8 to BC12 Application Link CSTA1Ericsson Business Phone 250 Business Communications Platform

Version 4CSTA1

Mitel 3300 Mxe MiTai MiTai 13.0Nortel Business Communications Manager (BCM) LanCTE TAPI3Meridian 1 PBX 11C Cabinet Symposium Meridian Link ServicesMeridian 1 PBX 11C Cabinet/Nortel Meridian Communication Server 1000M ***

Symposium Meridian Link Services

Meridian 1 PBX 11C Cabinet/Nortel Meridian Communication Server 1000M ***

Nortel Contact Center Server 6 Meridian Link Services

Philips SOPHO iS3XXX Series CSTA CSTA1 & 2Siemens HICOM 150E CSTA CSTA1Siemens HICOM 300E (European) CallBridge for Workgroups CSTA1

Siemens HICOM 300E (North America) CallBridge for Workgroups CSTA1Siemens HiPath 4000 CAP V3.0 CSTA3Siemens Realitis CallBridge DX CSTA1


Benefits for the Application Developer

• Reduces time, cost, and complexity of developing and deploying CTI solutions– Develop applications once and deploy on 30+ PBXs/ACDs– Shields application developers from the technical details of specific telephony

environments – Supports PBXs with proprietary and standards-based interfaces

• Future proof – Little or no application changes required when enterprise changes their PBX or

maintain a multi-vendor PBX environment– Allows enterprises to migrate to VoIP while protecting their IVR and CTI investment

• Open, standards-based approach means more choice and no vendor lock in

• Integration choices that match your engineering skills or application environment– C, C++, Java, ActiveX, Web Services– Choice of several API’s

• Platform flexibility – Windows 2003, Windows XP– A range of O/S which run on java virtual machines supported by a Java 2 Runtime

Environment (JRE) which provides the RMI interface


Benefits for the Enterprise

• Portability – Makes applications independent of the communication platform– Deploy a single application on multiple PBX/ACD platforms– Change PBX/ACD without rewriting your application

• Migration path to new and emerging communication and application development environments– Leverages customer’s current network infrastructures– Migrate from TDM to IP PBX/ACD with few or no application

changes


Syntellect CT Connect 7.5 Consists Of…

– Syntellect CT Connect 7.5 Server software• Provides the interface between clients and the switching

environment• Shields the developer from protocol level variations

– Syntellect Call Information Manager 7.5• Manages and provides call information for CTI applications• Allows multi-site call handling

– Syntellect Gateway for Cisco Call Manager 7.5• Integrates with the Cisco Call Manager

– Syntellect CT Connect 7.5 Software Development Kit (SDK)

• Provides the interface between the CTI application and the Syntellect CT Connect Server and Call Information Manager

– Application Programming Interfaces (API’s)


Syntellect CT Connect Server Architecture

RPC

Server Stub

Common Server Code

CSTAASN.1XML

ASAI MLP SIPMgmt

Common Communication Interface

Links to Communications Environments e.g. PBX, IP

PBX ProtocolModules

Java 2 RMI

Mix and matchlayers to suitenvironment

Web Services Server


Syntellect CT Connect SDK • Syntellect CT Connect C API

• A procedural interface to support CTI applications written in languages such as C and C++

• Uses Microsoft/DCE RPC over TCP and UDP• Available on Windows• Suitable for use in LAN environment

• Layered on CTC C API (Windows only)– Syntellect CT Connect ActiveX and C++ Class Library

• ActiveX Control can be used with any container such as Microsoft Access and VB

• Both provides higher abstraction from underlying switch• Covers full CTC functionality including integrated Call

Information Manager


Syntellect CT Connect SDK (cont) • Syntellect CT Connect Web Services

• Web services interface that delivers the application programming interfaces (API) of Syntellect CT Connect software. Support for both Micrsoft.net and J2EE

• Same WSDL for Microsoft .NET and J2EE environments• Includes Web Service ctcTest

– Same program can communicate with .NET or J2EE server environment

• Includes type definition library to map CTC codes and constants

• Covers full CTC functionality including integrated Call Information Manager

– Except CSTA Private Data• Transported over HTTP / SOAP 1.1• Suitable for use in LAN / WAN environment


Syntellect CT Connect SDK (cont)

• Syntellect CT Connect API for Java• An object orientated interface to support CTI applications

written for the Java platform• Platform-independent - JRE 1.4 or later• JRMP over TCP• Covers full CTC functionality including integrated Call

Information Manager• Supports Java Applet or Application deployment• Suitable for use in LAN environment


Syntellect CT Connect Client Software

• Client Platform– Windows 2003, Windows XP, Windows Vista

• C, C++, Java, ActiveX, J2EE / .NET Web Services– Platforms that support DCE / RPC services (C API) – Platforms that support Java 2 Runtime Environment

• JRE 1.4 (or greater) and RMI subsystem– Platforms that support J2EE / .NET Web Services

• Need to generate code & support SOAP 1.1 / WSDL 1.1


CT Application

Native API

Web ServicesJava

CTC Client

CT Application

Native API

Web Services

Java

CTI Client

CT Application

Native API

Web Services

Java

CTC Client

CTI Environment with PBX/ACD or IP PBX

PBX

CSTA or SIP or

Proprietary Protocol

CT Connect Server

CT Connect Server

CSTA or SIP or Proprietary- ProtocolDriver

CSTA or ProprietaryProtocolInterface

Telephone Switch

PSTNPSTN


Call Information Manager• Optional licensed software module within CT Connect

– collects, tracks and coordinates call related information – Single-site or across multiple sites.

• Complete and coordinated voice/data transfer infrastructure across multi-vendor switches– This is a unique capability

• Two Call Information Manager license options are available with Syntellect CT Connect– Call Information Manager Single Site or Call Information Manager Multiple

Site

• Call Information Manager & Syntellect CT Connect can be installed on the same server or on separate servers


Call Information Manager (cont)• Collects and stores caller information such as DNIS, ANI and

additional user defined call context data (e.g. Account number, IVR data)

• Stores call data in – SQL-compliant database tables

• Accessible via any SQL query method– Memory-resident repository

• Accessible by Call Information Manager API

• Tracks and collects call related information as– The call moves through the call center– The call moves between multiple call centers and telephone switches– Generates a unique call identifier that is valid for as long as the call is in

the system


Call Information Manager Features

• Multiple Call Data Stores– In Memory Call Data storage

• Call related data is stored directly in memory– Faster access eliminating database access delays– Accessible via API– Stores up to 10,000 bytes of call related data – Data automatically updated when call moves from

Agent to Agent and Switch to Switch

– Database Call Data storage• Supports multiple SQL databases• Synchronized with in memory data• Archived for historical call data reporting and analysis


Call Information Manager Features (cont’d)

• Supports Multiple Site configurations– Remote copies of Call Information Managers communicate:

• Handing off call related data between remote Call Information Managers when calls move between telephone switches

• All call related data and reference information is kept constant as the call moves from one location to another

• Supports the following communication platforms • Avaya Definity and S8xxx• Nortel Meridian and Communication Server 1000• Siemens HICOM and Hipath• Alcatel 4400 and OmniPCX


Multi-Site Configuration

126

Application 2

Phone 1

Phone 2

Call data deposited when call is at Phone 1 on Switch 1

Call data retrieved when call is at Phone 2 on Switch 2

Local Call Information Manager requests call data from remote Call Info. Manager

Call Information Manager

CT

API

sCT Connect

CTI

Inte

rfac

e

TelephoneSwitch 1 CT Connect

Call Information Manager

CT

API

s

CTI

Inte

rfac

e

TelephoneSwitch 2

Application 1


Call Information Manager Benefits

• Significantly reduces development time and complexity

• Adds CT functions without CTI enabling an application

• Ideal for IVR/screen pop applications

• Easy access to call data via a database

• Provides complete coordinated voice/data transfer infrastructure


Syntellect CT Connect 7.5 – New Features

• CT Connect Server

– Changes to licensing model• Able to adapt better to specific customer requirement

– New Switch support• Mitel 3300• Alcatel Omni PCX 8.0• Ericson MX One• Cisco Call Manager 6.0 (via Cisco CT Connect Gateway 7.5)

– Supports over 30 switch models, examples: • Avaya platforms supporting ACM 3.1 (e.g. S8000 and G600 series)• Siemens HiPath and HiCom• Alcatel OmiPCX range: Alactel OmniPCX Enterprise• Nortel Communication Server CS1000M• Ericsson MD110 BC12


Syntellect CT Connect 7.5 – New Features

• Syntellect CT Connect SDK 7.5– Enhanced documentation of the SDK

• Syntellect CT Connect Gateway for Cisco– Added functionality to support sendDTMF

• Syntellect Call Information Manager– Added support for the Mitel 3300


Syntellect CT Connect 7.5 Documentation

• Syntellect CT Connect SDK includes Programming documents (PDF):– Programming Guide for C and C++– Web Services Programming Guide– Java Programming Guide– ActiveX Programming Guide

• Syntellect CT Connect Server includes:– Install & Configuration (PDF and hard-copy)– Getting Started – Release Notes (HTML)– Online Help

CT Connect 7.6


New in CT Connect 7.6

• New switch support– Support for Shoretel Shoregear, version 9.1– Support for Mitel ICP 3300, version 10

• Upgraded switch support– Alcatel 9– Cisco 7.0– Avaya AES 5.x– Asterisk 1.6– Siemens HiPath 4000 CAP 3 multi domain / harmonized mode

• New Operating Environments– Windows 2008 R2 64bit– VM Ware Virtual Environments

• Beta Release available July 30th, 2010

132

CTI Common Interface


Common Interface

• Currently, CT Connect’s APIs offer common function calls– But not a common interface in respect to responses from the switch– Switch events are provided as-is to the API

• Differences in the switches are not abstracted in the middleware layer• Requires specific switch knowhow to build CTI apps• System integrators need every switch in their lab for testing purposes

• This enables greatest possible openness– Any CTI application can be built using CT Connect– Most applications do not require this unrestricted capability

• A true Common Interface should simplify CTI development– Switch should be transparent from CTI application– Middleware should abstract the application from the hardware layer

=> CT Connect’s Common Interface

134


Common Interface

• The Common Interface will provide a set of common functionality AND events– Across a wide variety of supported switches

• All switch specifics will be hidden from the developer– “Develop once, deploy anywhere”

• The Common Interface will provide fail-over capabilities– In the current model, the application has to provide fail-

over capabilities

135


Common Interface

• First internal alpha version will be available in July– Full functionality, implemented for first switch

• Avaya ACM• CSTA switch simulator

– Interface and server structure defined (but open for required changes)

– Alpha documentation of interface will be available

– Looking for System Integrators and Partners to review this version• Review Interface, Test interface• Early feedback on functionality• If you are interested, please contact your Account Manager!

• Beta Version planned for beginning 2011

136

Thank you!


CTI Applications

Sponsored by:

Dave McDowellTechnical Consultant - Syntellect


CTI Applications

Switch independent, fully featured CTI solutions including Screen pop and Click to Dial

Phonelink™ for Salesforce

Syntellect CT Connect™ for Siebel

139

PhoneLinkTM for Salesforce - Overview


Logging-in to PhoneLink

• After logging on to Salesforce an agent usually logs in with their “Extension” number which associates their Salesforce Session with their deskphone number.

• Depending on the type and configuration of the call centre, ACD and phone switch Agent ID, ACD Queue and Password may be also required.

• If not required, this screen can be customised not to show these fields.

141

2000


Ready for calls

• Click on the “Line 1” drops down the key pad used to manually dial calls.

• Agents can also key-in numbers from their computer keyboard.

142

• Agents login by default as “Ready for Calls”, but default can also be set to “Not Ready for Calls”


Inbound call – CLI Unique Match

• Inbound call’s CLI (ANI) with unique match to one SFDC Contact Record automatically launches ‘Screen-Pop’

143


Inbound Call with Multiple Matches

• Where incoming CLI produces multiple matches in Salesforce; contact names for those matches are all listed

144

• 1,The call is answered by the agent.

• 2, Agent speaks to the caller and quickly identifies “Scott Paoli” is calling

• 3, The agent clicks on Scott’s name

• 4, PhoneLink ‘Screen Pops’ the Salesforce contact (see next slide)


Multiple Matches – 2 Stage Screen Pop

145

• Contact Details “Screen-pop” and “Contact Call Log” • The agent has four next step options “End Call”, “Hold”,

“Transfer” and “Conference” as before.


Call Transfer

• An agent wishing to transfer a call clicks “Transfer”– The caller is put on hold and the agent is

presented with a Softphone dial pad again

– An agent can then either call a colleague and speak with them before completing the transfer (consultative transfer), or complete the transfer without speaking to them (blind transfer)

– An agent, after speaking with their colleague, may decide not to transfer the call and so can “Retrieve From Hold” to continue speaking to the caller

146


Notes Made During a Call

• Agents can make notes during a call in “Comments” window

• Notes will be: – visible to 2nd agent when call is

transferred or conferenced– Automatically copied to the Salesforce

contact’s record at the end of the call.

147


Outbound – Click to Dial

• Outbound calls can be manually dialled on the softphone or key pad

148

• It is more efficient to “Click to Dial” any phone number field showing a green handset symbol

• Up to 10% of calls are misdialled*

*Department of Trade and Industry (DTI) Computer Telephony Fact Sheet

Syntellect CT Connect™ for Siebel - Overview


What Sets CT Connect for Siebel Apart?

• Siebel recommended replacement product for Siebel CTI Connect

• Was developed in close cooperation with Siebel

• The leading and Most cost-effective CTI product in the market

• Supports wide range of PBXs

• Rapid deployment into existing Siebel estate

• Single vendor solution provider


Functionality

• This cost effective CTI solution provides Siebel CRM customers with a variety of benefits, including:– Screen Pop – delivers call details and/or the

customer’s history to the agent along with the call so that they can personalize the customer interaction and resolve the issue more quickly

– Click-to-Dial – reduces wasted time and errors by calling customers directly from within a Siebel contact

– Coordinated Call and Data Transfer – enables notes attached to a call record by one agent to be used by other agents when the call is transferred to them, enabling seamless support by more than one agent during a single interaction

151


CT Connect for Siebel: CTI Toolbar

152

Call Information

End Call

Consultative Transfer

Conference Transfer

Change Agent State/Status

Log Out

Make Call

Accept Call

Blind Transfer

Retrieve Call

Hold Call

Resume Call

Log In

Connection Time

Benefits


Benefits

• Reduces call time by 10-20 seconds per call

• Instantly retrieves and displays (screen pop) customer related information to your agent’s desktop as the call arrives

• Provides a better and more immediate response to the customer

• Drives first call resolution for every customer

• Snaps into existing infrastructure

154


Solution Investment Agent Cost

Number of agents 100 Fully loaded annual cost $ 36,000

Unit Licence $ 250 Working days per year 220

Total Licence $ 25,000 Agent hours per day 7.5

Professional Services $ 6,000 Agent cost per minute $ 0.36

Annual Support/Maintenance $ 5,250

Contract Term (years) 3

Total Investment over Contract Term $ 46,750

Savings

Seconds saved per call20

Number of Calls per Agent per Day35

Net savings over contract term (Total Savings minus Total Investment) $ 233,250

Days till payback 110

Case Study - Motors.co.uk


Portal for locating dealerships

157


Business background

• Web based search tools

• Clients want to speak real time

• Motors.co.uk experiencing growth

• Salesforce.com is the CRM system

• Avaya PBX

158


Phonelink Benefits

• Reduced agent handling time– Delivered screen pop when clients call

• Improved customer experience– Agents able to address callers by name

• Click to Dial saved time and improved accuracy

159


PhoneLink delivers

“PhoneLink has increased the efficiency of our contact centre greatly and allows us to deliver outstanding customer service”.

Paul Geldsetzer, Salesforce Consultant, Motors.co.uk

160

Thank You


Ian TurnerGeneral Manager Northern EMEA - Nuance

Sponsored by:

Presentation DownloadNuance flash PresentationRead me: Instructions

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Q4%20Me.pptx

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Q4%20Me.pptx

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Conference%20Me.pptx

http://corp-web-001/SiteCollectionDocuments/UK/cti%20labs/CTI%20Labs%20Conference%20Me.pptx

Syntellect CT ADE


Sponsored by:


Agenda

• Introducing Syntellect CT ADE– Capabilities– Benefits– Programming options: ADL, ADX– Typical applications

• Compatible products– Dialogic hardware/software– Speech products– CTI software/Syntellect CT Connect

• What’s new in Syntellect CT ADE 10

• Pricing/licensing


Introducing Syntellect CT ADE

• A rapid application development (RAD) tool designed by developers, for developers: .NET, C++, etc.

• Accelerates development of all types of communication solutions: IVR, conferencing, IP telephony, contact center solutions, more

• An extremely scalable runtime platform

• A multi-modal platform: voice, video, fax, conferencing

• The absolute leader in price/performance


Why Do Customers Use Syntellect CT ADE?

• Easier to use, quicker to learn than conventional hardware/speech interfaces

• A natural fit for any development team, experienced or not in telephony applications

• Significantly reduces development time, time-to-market & time-to-revenue

• Reduces solution cost by 60% or more vs. traditional IVR platforms


Syntellect CT ADE Provides the Tools and Capabilities Developers Need

• Programming libraries and objects for rapid integration of telephony/speech functionality

• API Transparency – Shields developers from the complexity of low level APIs for

Dialogic hardware/software and speech products – Write once – deploy with any signaling system (analog, ISDN, SS7)

• Development assistance– Samples/documentation– Training courses

• Debug tools– Phone simulator– Debug mode for setting traces, logging


Syntellect CT ADE Provides Comprehensive Control While Simplifying Low-level APIs

Telephone Wireless Fax Video SMS

CommunicationChannels

Speech/DTMF IP/TDM Conferencing

CommunicationModes

SIP MRCP

Key Integration Standards

Syntellect CT ADE

Dialogic TelephonyHardware/Software

Speech Technologies


Who Should Use Syntellect CT ADE?Anyone Using Dialogic Hardware/Software!! • Novice to expert developers who need a high-performance development

environment

• Developers who need to use the latest Dialogic technologies as they roll out

• Developers who need to speech enable their applications using latest Nuance speech engines

• C/C++/C#/VB programmers looking to speed development, increase ROI and application transparency between lines & trunk types

Syntellect CT ADE is the development tool of choicefor developers that prefer a scripting language overa graphical programming environment, wantcomprehensive control over the Dialogic API,and are price sensitive.


Why use Syntellect CT ADE?

• API’s are often difficult to write to and change frequently

• Developers have a hard time attracting and keeping good C/C++ programmers

• When products, APIs or hardware change, developers need to rewrite applications which slows down the selling process, reducing time-to-market and ROI


Why use Syntellect CT ADE?

• Reliability, robustness, optimized performance– Difficulty of writing real-time asynchronous code

• Maintenance– Over time, product code grows

Higher costs to maintain– Toolkit = less code (especially over time)

Less cost to maintain Toolkits leverage ‘re-usable’ code

• Competitiveness: Time-To-Market / Time-To-Money!– Quickly add new features– Penetrate new market segments


Syntellect CT ADE Typical Applications

Call Center•Outbound dialers•Call recording, monitoring•Fax back

Unified Communications•Unified messaging•Voice mail•Multi-modal solutions

Voice Self-service• IVR• IVVR•Speech solutions•Voice portals

Carrier Services•Conferencing•Entertainment•Directory assistance•Video messaging


Syntellect CT ADE Programming Environments

Application Development Language (ADL)High-performance proprietary platform using a C-like language with built-in telephony functions

Application Development ActiveX objects (ADX) Used in a wide range of programming languages that support the COM interface, designed to support multithreaded, event driven programs using a separate thread per channel

ADL functionality = ADX functionality


Syntellect CT ADE Architecture

• Fast, efficient, abstraction layer on top of API

DM3 DM/IP D/4x

ADL code or ADX codeApplication

API/Line

Device Layer

Middleware

D/240 Speech

ASR/TTSR4GC

AD Resource Manager

– Analog/Digital

– IP/TDM– T1, E1– CAS, ISDN

– Nuance– MRCP 2.0– SAPI 5.0 / 5.1

– Voice– GammaFa

x– VFX– MSI, DCB

CT Connect

IP PBX


ADL Language

• High density, high performance

• Industrial strength, highly reliable, and very flexible– Supports a very broad range of telephony technologies – Provides the same low-level control as the Dialogic “C” API– Users can extend any feature with custom C/C++ code

• The ADL language is designed specifically forDialogic hardware & telephony development– Allows all available hardware ports to run on a single thread– Extreme high performance (compared to multi-threaded designs)– Uses (almost) no dynamic memory allocation

• Support for the latest speech technologies from Nuance– ASR, TTS


ADX ActiveX

ADX - ActiveX controls that make it quick and easy to “telephony-enable” applications built with Windows development languages such as:

Visual BasicVisual C++Visual J++ Microsoft C#Microsoft VB.NETDelphiBorland C++ BuilderAnd more...

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ADX Advantages• Easy to use – use in your favorite Visual development

environment like any other standard COM or .NET component

• Enhanced support for Microsoft .NET

• Doesn’t require extensive CT expertise

• Based on Syntellect CT ADE Architecture – Supports a broad range of telephony technologies – Provides the same low-level control as the

Dialogic “C” API

• Large pool of available programming talent for staffing/consulting

• Very scalable


Telephony Control Provided by Syntellect CT ADE• Answer, place calls, and transfer calls (CAS, QSIG, Analog)• Play menus and execute options• Server-based switching• Conferencing• IP telephony• Call monitoring and recording• Standards supported:

• T1/ E1• TCP/IP• SS7• Analog• Station Channels• ISDN (BRI/PRI)

• VoIP (H.323, SIP)• QSIG • MRCP• SRTP• TLS


Compatibility: Dialogic Hardware• Single Media Boards

• Combined Media Boards– Conferencing, Speech, and Fax

• Signaling Boards– Digital Telephony Interface boards– IP boards– Line Tapping boards– PBX integration boards– SS7 Boards

• Switching Boards– Station Interface boards

• Dialogic HMP Interface boards (Thin Blades)

• PCI and cPCI form factors


Compatibility: Dialogic Software and System Releases

• System Release 6.0 Compact PCI for Windows • System Release 6.0 PCI for Windows • Dialogic (HMP) Host Media Processing

– HMP 2.0 – HMP 3.0

Windows 2000 Windows 2003 Windows XP professional

Supported Platforms:


Compatibility: Speech Technologies

• Automatic Speech Recognition (ASR)– Nuance 9/8.5– Nuance Open Speech Recognizer 3.x

• Text-to-Speech– Nuance RealSpeak 4.5/4.0

• Microsoft SAPI 5.0

• MRCP 2.0– Nuance Speech Server


Compatibility: Syntellect CTI Link For CT ADE

• Add computer telephony integration (CTI) functions to your IVR solution

– Route calls based on data entered and selections made at the IVR– Maximize IVR resources– Screen Pop customer data with the call to the agent – Interface with over 20 popular switch models

• Powerful CTI capabilities made possible through a native integration with Syntellect CT Connect™

– Get the power and call control capabilities of Syntellect CT Connect from within your Syntellect CT ADE development environment

– Syntellect CT Connect is the world’s most widely used CTI software, currently serving more than 1 million contact center agents

– Easily integrate your voice solutions with all the leading IP and TDM PBXs from companies such as Alcatel, Avaya, Cicso and Nortel


Why We Win – Syntellect CT ADE

• Highly scalable

• Strong price/performance – runtime licenses are 60% less than traditional IVR platforms

• Rapid development combined with complete control over the Dialogic and Nuance APIs

• Choice of development languages– Application Development Language (ADL) – Utilities for C/C++

programmers– Application Development ActiveX objects (ADX) – COM controls for

developers using Microsoft .Net and “visual” development environments

• Supports a very broad range of Dialogic telephony resources

The Syntellect CT ADE 10 Advantage


Syntellect CT ADE 10: Goals Of This Release

• Upgraded support for service oriented architectures and industry standards– MRCP 2.0– Extended SIP support

• Expand IP Communications capability to support customer service and unified communications trends– Video (play/record messaging)– SMS (through GSM MAP)– Asynchronous conferencing– IP telephony improvements – secure calls through secure RTP

(SRTP) and Transport Layer Security (TLS)

• Additional choices for speech technologies


Syntellect CT ADE 10 Enhancements

• Support for service oriented architectures/standards– Media Resource Control Protocol (MRCP) 2.0

• Video messaging (through Dialogic HMP 3.0)

• Support for asynchronous conferencing (CNF API)– Increases scalability of conferencing applications significantly

• Extended IP telephony support (through Dialogic HMP 3.0)– Secure IP calls using Secure Real Time Protocol (SRTP) or Transport

Layer Security (TLS)– Improved IP density– H.263 video codec– Support for Global Call in 3PCC mode


Syntellect CT ADE 10 Enhancements (Continued)

• Compatible with the latest speech technologies– Nuance 9– Nuance RealSpeak 4.5

• SMS through SS7’s GSM MAP

• Software-based licensing option, hardware license keys are still preferred


Syntellect CT ADE 10 New Features – Video Messaging

• Added support for multimedia record and playback (not streaming)– Audio only, video only, audio and video– To/from a file– Start recording notification

• Many video-equipped people creating revenue opportunities– Interactive Voice and Video Response (IVVR) on the rise– Video messaging– Content delivery: alerts, OnDemand service


Syntellect CT ADE 10 New Features – MRCP 2.0• Added support for MRCP 2.0 for Speech Recognition and TTS

• Allows for network operation

• Benefits of MRCP – Additional speech product compatibility. Speech vendors

supporting MRCP include: IBM, Loquendo, Lumenvox, Nuance, Telisma

– No need to install any additional software on Syntellect machine– Much easier to set up and test on client side– Licensing of MRCP done completely independently of Syntellect – Makes it easier for Syntellect to support speech

technologies/products

• Most competitors have implemented MRCP 1.0: Avaya, Cisco, Genesys, Intervoice, IBM

• Configuration/testing required for engines: supporting Nuance


Syntellect CT ADE 10 New Features – SMS Services

• Act as a SMS gateway to deliver SMS messages at low cost

• No additional license required

• Send and receive SMS messages– Alert service centre– Alert service centre without result– Inform service centre– Mobile originated forward short message– Mobile terminated forward short message– Note subscriber present– Ready for short message– Report short message delivery status– Send routing info for short message


CT ADE 11 – Back to the future!

• Planned release date: 4Q 2010

• Back: Re-enabling older CT ADE (VOS) applications– VOS legacy support which was discontinued in CT ADE 9 will be re-

established– Legacy applications will be able to run in current CT ADE

environments– No access to new features of CT ADE for VOS applications

• Into the future: Support for modern environments– Visual Studio 2008 support

• All samples are re-written to work in this environment– Support for 64bit operating systems

• Windows Server 2008 R2, 64 bit support

191


Syntellect CT ADE Runtime Licenses

• Any port that has media resources (vox or DTMF capabilities) requires a runtime license

• Following resources do NOT require an Syntellect CT ADE license:

– IP Channels - VoIP no license required!– SS7 Channels no license required!– MSI no license required!– FAX no license required!– TTS /ASR no license required!– Conference no license required!


Why Organizations Choose Syntellect CT ADE

Syntellect CT ADE Strengths

• Built-in integration for leading telephony and speech products

• Bypass complicated APIs

• Shorten your learning curve

Give You The Advantage

• Rapid development environment reduces time-to-market by 60% or more

• Respond to more business opportunities

• Reduce solution costs

• The best choice for carrier-grade scalability

• Outstanding performance with reduced server/deployment costs

• The industry’s most economical platform

• ROI within 6-9 months

• Reduces solution costs by 60% or more vs. traditional IVR platforms

Thank you!


Customer Interaction Management

Roger NorrisTechnical Consultant - Syntellect

Sponsored by:


Customer Interaction Management - CIM

• Multi-channel interaction

management

• Intelligent contact routing

• Business driven reporting

• Complete searchable customer

interaction history - IVault

• Speech self-service portal

• Powerful agent interface

• Comprehensive management tools

• IP / TDM PBX connectivity

Call Recording

Quality Monitoring

Workforce M

anagement

196


CIM CIM/Speech Speech

Customer ‘Identification

and Verification’

drives effective CIM

Live Service Live+Self Service Self Service

http://www.businessobjects.com/

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• Blended Inbound and Outbound Voice– Scheduled & Abandoned Call Backs– Agent Initiated– Preview dialing

• Integrated Call Recording

and Screen Capture

• CTI – Screen Pop

using standard tools

• Voicemail for queues

CIM Voice


CIM Self Service SolutionsOpen, standards-based software component within CIM that reduces the time, cost and complexity of deploying voice and IP communications solutions

• Flexibility to create voice self-service, contact centre solutions

• Graphical management utilities for configuring, monitoring, managing large-scale deployments

• The industry’s most comprehensive support for standards, including: CCXML, VoiceXML, SIP, MRCP, Web Services


• Comprehensive support for both traditional voice communication and VoIP. Supports video messaging, SMS, email responders and output fax

• Tight integration with best-in-class telephony and speech products [Dialogic and Nuance]

199


• Intelligent Management and Distribution

• Attachment Analysis and Routing• Automatic

Acknowledgment& Response

• Suggested Responsesand KB integration

• Supporting SLAAdherence

CIM Email


CIM Web

• Integrates into existing Corporatewebsite(s)

• Web Chat/Co-browse– URL page push– Secure

• Web Call-back– On-demand– Scheduled


Fax and White-mail Processing with CIM

• Routes inbound faxes with DDIto specific skill-sets/groups

• Fax/White-mail image delivered asE-mail contact with attachment

• Centralised Fax/White-mailservices with IVault integration

• Desktop client for outbound faxes


• Including the queuing and routing of any work-related item from any business application/CRM

• Task interactions can be blended and prioritised in the contact centre agent queue along with all other interactions

• Employ CIM Real-time & Historical Reporting Features for Task Interactions

• Escalation Rules & SLAs

CIM Task & Workflow Items


CIM Agent Desktop Application

• Familiar Windows-based desktop application• Tiered configuration controls• Media-handlers

available for eachinteraction type

• APIs forintegration


CIM Resource Manager Application

• Toolbar-based real-time Supervisory tool• Tiered and Partitioned for solution-wide control• On-the-fly Resource

Management• Supervisory alarms


Configuration Manager• Intuitive visual tool for system configuration• Web-based• Wizards to

assist withadmin tasks


CIM Interaction Vault (IVault)‘Did they really do what they said they did?’• Web-based search tool for interaction content• Provides access to the entire lifecycle of every CIM interaction• ‘Cradle-to-Grave’ customer interaction history• Searchable across CIM

& Customer data• Fully integrated into

the CIM Call Recorderwith Links forVoice & Screenreplay


CIM Survey Manager

• Allows administrators to quickly and easily incorporate surveys into multi-channel contact centres

– Fully integrated into

CIM– Create, administer,

and deploy surveys in a few easy steps

– Define actions based on results


CIM Call Recorder• Synchronization with CIM Agent• CIM Interaction Properties tagged

to the call recording• Retrieve recordings from within

IVault• Voice and Screen Recording• Create and Manage Quality

Assurance Score Cards• Aids PCI Compliance• Supports VoIP and TDM

Environments• Provides Flexible Recording

Criteria


CIM Outbound Communicator

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Initial Feature Support– Call Blending – Automatic time-zone recognition– Live Voice Detection– Variable call pacing controls– Database screen pops– Call list import, exclusion and

filters management– Agent call-back scheduling– Skills based routing

High Level - CIM System Architecture


Syntellect CIM – High Level Architecture

212

Leverages Existing Infrastructure

Avaya/Nortel creating real opportunity in North America, UK and EMEA

Relevant Features

Scaleable

Flexible

Modular

Extendable


Architectures – Core Components


Architectures – Site Infrastructure


Architectures – Optional CIM Components

Thank You

Channel Accreditation Program

Simon LonghurstMarketing Director – Mettoni Group

Sponsored by:


Stakeholders

• Customers• Resellers• Distributors• Syntellect• Technology partners

Any program must be of tangible benefit to all of the above

218


Why partner programs are important• Quality

– Technical skills are achieved and attained– Syntellect technology is fully leveraged and correctly implemented

• Differentiation– A better proposition against other resellers and vendors

• Structure– A clear framework upon which to build a telephony applications practice– Clear visibility of commitment versus reward

• Choice– Providing customers and partners with choices of engagement

• Supportability– Technical solutions require clear business processes to support them through the

sales and support life cycle– Enables the most appropriate support to be provided

• Community– Forum through which to communicate product feedback and development requests– Enhanced communications between vendor and channels

Making it easy to do business us!


The current Syntellect go-to-market model

Distribution Partner

Reseller Partner

Reseller Partner

End user customer

AdvancedReseller Partner Selected

EnterpriseProjects


The Syntellect partner program - mission

To deliver the best possible return on a partnership and our joint business opportunity - by providing a collaborative environment that is

supported by the highest quality solutions, services, people and processes.


Proposed partner program - outlineThe program would enable resellers and distributors to re-sell Syntellect solutions and services under a quality framework, in a way which suits their own business model.

Benefits and requirements would be flexible, and tiered to ensure that commitment and focus to Syntellect is rewarded appropriately, whilst providing stepping stones that will enable a business to grow it’s Syntellect business in a low risk and well supported environment.

Partner levels within the program would be structured to recognize a partner’s investment in the areas of sales, marketing, professional services and support.

Examples of the proposed levels of accreditation:

Master Distributor Gold PartnerSilver Partner

Accreditations would be split into product groups*:

Computer Telephony (Basic SCP, CTADE,CTC)Enterprise (Advanced SCP)*CIM solutions are currently implemented and maintained by Syntellect. Therefore accreditation will be Sales Only


How the program fits the go-to-market

MasterDistributor Gold Partner

Silver Partner

End user customer

Silver Partner


Building blocks

Sales

Marketing

Training

Technical Support

Professional ServicesEDUCATION

INFORMATION

SUPPORT

FINANCIAL


Silver Partner

Focused on identifying and closing sales opportunities

Receive sales product training

Marketing and business development support

Account management support

A sound basis upon which to build technical competence in the future

Professional services provided by Syntellect

Project management

Implementation

Integration

Accreditation will also be split into product groups, i.e. CT and Enterprise


Gold Partner

A targeted and focused solutions sales approach

Providing project management and implementation services

Provide Tier 1 customer support

Proactive marketing planning and support, including joint events

Highest margins earned on software and support

Revenue opportunity for services and Tier 1 support

Dedicated account team and business development resources

Accreditation will also be split into product groups, i.e. CT and Enterprise


Master Distributor

Similar benefits and commitment to Gold Partner

Technical resources more internally ‘support’ based

Business development activities focussed around reseller recruitment

‘Back-to-back’ support to facilitate reseller support

Reseller and customer based communication programs

Margin rebate program based on sales performance

Distributors should be accredited on all Syntellect product suite, with the exception of CIM


Proposed general benefitsScalable margins

Awarded against performance and technical accreditation

Information accessSelf service access to resource libraries for sales tools, marketing collateral and technical

documentation.

Product demo softwareTo enable powerful live customer demonstrations either on site or remotely

Education and certificationA curriculum of classroom and web based training sessions, aimed at pre-sales,

implementation and technical support personnel

Sales supportProactive account management, as well as access to pre-sales resources

Marketing support.Co branded collateral, joint campaigns and event support

Proactive business development activitiesCustomer and partner focused webinars, quarterly newsletters and press releases

designed to create demand and support sales activities


Next steps

• A partner survey to be conducted across EMEA• Program construction to take into account partner feedback• Program Overview issued for review prior to program launch

• We need your thoughts– Discuss with Syntellect representatives during this event– We will email a questionnaire after this event– Contact your account manager with any comments or suggestions

Thank you!


CTI Labs Case Study

Andy Dennahy & Louie MalatestaCTI Labs

Sponsored by:

Presentations:Alert MEAsk MEClassify MEConference ME Connect MEFax MEID MEPay MEQ4 MERemind MESchedule MESend METell ME

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http://www.verizon.com/

http://www.verizon.com/

http://www.youtube.com/user/dialogiccorp

http://www.youtube.com/user/dialogiccorp



http://msdn.microsoft.com/vbasic/default.asp

http://msdn.microsoft.com/vbasic/default.asp

http://www.ept.lu/

http://www.ept.lu/

http://www.apexvoice.com/

http://www.apexvoice.com/



Panel Q&A

Sponsored by:

Andy CluneJ.R. Sloan

Simon LonghurstSean Duffield - Nuance

Syntellect Interactions 2010 Sponsored by:. Copyright© 2010 Syntellect Inc. All Rights Reserved...

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Transcript of Syntellect Interactions 2010 Sponsored by:. Copyright© 2010 Syntellect Inc. All Rights Reserved...