Unified Messaging

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Unified Messaging Speech Recognition Voice Over IP
Steve Flagg, Director of Technical Services
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Connected, but Disconnected
You receive many messages Voice mail
E-mail Fax You are mobile In your
office Away from your desk On the road
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The Solution Unified Messaging

• The storage, retrieval and response
• to messages at a later time. Including
• Voice Mail, E-Mail and Faxes.
• 100-200 Messages A Day?

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Initially A Solution In Search of A Problem

• Based on Message Management
• Looks Good, Sounds Good
• Many Offering Types
• Legacy Integration Missing
• Lack of Quantifiable Benefits

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Developments Spur Use

• Exchange Based Storage
• IMAP
• Bundling Trials
• Multi-media PCs and Wireless Phones
• Competitive Business Environment
• Added Functionality

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Practical Applications

• Message Notification/Response
• Real Time Priority Connection
• Saving and Copying Documents
• Digital Trail of Information
• Desktop Faxing
• Personal Assistant

Power Users Consultants Sales Call
Center Executives Telecommuters
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UM Interfaces

• Each enabling interface has a natural
• media type.

How to translate media across the platform?
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The Future of UM/UC

• Integration
• Intelligence
• Information

Tailored Solutions
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Speech Recognition

• Allows users to speak entries rather than
  punching numbers on a keypad.

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Key Points

• Works in conjunction with touch-tone.
• Accuracy is relatively high
• Text-to-speech is becoming more natural sounding
• Intensive implementation process
• Cost savings versus investment
• Many more improvements to come

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Voice Interfaces Best Situations

• Commands
• Select Vocabulary
• Short Content
• Mobility
• Service Centric

Whats my balance?
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Voice Interfaces Poor Situations

• Noisy/public environments
• Heavy/variety of accents/dialects
• Complex Navigation
• Context sensitive

I cant hear you
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Current Applications

• Auto Attendant
• Contact Dialing
• Interactive Voice Response
• information
• transaction
• transfer
• request

Voice Prints
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Chelsea, MA
Hyannis, MA
PSTN
Coral PBX
Coral PBX
Voice Mail
IP GW
IP GW
Hub
Hub
Router
Router
1,5 MBs
384k
Cambridge, MA
Frame Relay
Coral PBX
Bond Brothers VoIP Solution
756K
IP GW
Hub
Router
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Coming Soon

• Users interact with the
• Internet.
• Human conversations

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Voice Over IP

• Voice and voice related applications that are
  transported via data networks, rather than the
  public switched telephone network (PSTN).

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Benefits of VoIP

• Low cost for telephone calls
• Extending the enterprise
• Converged and new applications
• Efficient use of IP
• Coexistence with legacy PBX systems