the rise of real-time text and the demise of voice
DESCRIPTION
From eComm Europe 2009.http://europe.ecomm.ec/2009/voxeo-demise-of-voice-and-rise.phpRJ Auburn, CTO, VoxeoDate: Thursday, October 29Time: 11:00 - 11:15 AMLocation: TransformatorhuisVoice applications are dying. The era of the voice-only IVR is over. Take one look at the younger generation now entering the work force and consumer space - how many of them actually use their phones to place calls? Or take a look at the incredible success companies are having with "live web chat" to provide customer support? The cold, hard reality is that customers want more choice in how they interact with your company - and increasingly they want to choose non-voice communication means. They want to contact you via SMS, IM, Twitter, Facebook or the mobile web. They don't want to work through a mountain of menus - they want to send you quick short requests and get back answers fast. How do you cope with this change in behavior? How can you develop applications that interact with customers in all these different channels? In this talk, Voxeo CTO RJ Auburn will outline the rise in real-time text communication and offer suggestions for how you can efficiently create applications that let you scale your support for multi-channel communication and deliver the information customers need in the channels they want. Come prepared to ask questions and learn how to move beyond voice.TRANSCRIPT
eComm Europe - Amsterdam - October 2009
The Rise of Real Time Text and the Demise of Voice
Thursday, October 29, 2009
Thursday, October 29, 2009
WHY ARE YOU HERE?
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To Browse The Web?Thursday, October 29, 2009
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Or To Change The World?
Thursday, October 29, 2009
Get Passionate OR Get Out!
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So lets talk about...
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Telephony
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Communication
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TXTThursday, October 29, 2009
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etcThursday, October 29, 2009
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Lets gaze into the future...
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Jump ahead 10-15 years...
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VoiceThursday, October 29, 2009
(Voice Self Service)
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Why?
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KidsThursday, October 29, 2009
Next Generation Thursday, October 29, 2009
Communication http://www.flickr.com/photos/ebolasmallpox/3536804299/sizes/o/
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Kids don’t talk on the phonehttp://www.flickr.com/photos/tavallai/2084954580/
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TXT is Second Nature
http://www.flickr.com/photos/raster/3544258071/sizes/l/
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It’s more then just that however...
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The Pace of Communication has changed
http://www.flickr.com/photos/goljadkin/1998935482/
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Who really wants...
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Please Hold
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Let me look that up
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My system is slow today
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Humm...
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Just a second longer
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HigherPriorities In Life
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Communicate at our own pace
http://www.flickr.com/photos/15975620@N00/93532673/Thursday, October 29, 2009
Multi-Tasking
http://www.flickr.com/photos/23680544@N07/2524019489/
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But wait, theres more...
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Money Thursday, October 29, 2009
or the lack of
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Margins http://www.flickr.com/photos/candescence/418071994/
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CheapThursday, October 29, 2009
The call center must changehttp://www.flickr.com/photos/martiniko/305631577/
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Communication World is Changing
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http://www.flickr.com/photos/tavallai/2084954580/
Are we going to change with it?
http://www.flickr.com/photos/eleaf/2536358399/
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What do we need?
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Innovation Thursday, October 29, 2009
Simplicity
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So...
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What to do?
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Voxeo of IM
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Hosted Solution
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10,000 Developers
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Free Open Dev Program
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Simple
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BotsThursday, October 29, 2009
Open PlatformThursday, October 29, 2009
Single Easy API
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Write a Bot in 5 minute
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What about existing phone applications?
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+
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Two Great Tastes
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Just use the Text instead of Audio
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XML
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VoiceXML and CCXML
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This is your VoiceXML application for the phone...
<?xml version="1.0"?><vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form></vxml>
Thursday, October 29, 2009
This is your VoiceXML application for SMS...
<?xml version="1.0"?><vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form></vxml>
Thursday, October 29, 2009
This is your VoiceXML application for Skype...
<?xml version="1.0"?><vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form></vxml>
Thursday, October 29, 2009
This is your VoiceXML application for AIM...
<?xml version="1.0"?><vxml version="2.1"> <form> <field name="F_1" type=”boolean”> <prompt> Hello there! Is a PB and J the best sandwich on earth? </prompt> <filled> <prompt> you said <value expr="F_1"/>. I couldn't agree more! </prompt> </filled> </field> </form></vxml>
Thursday, October 29, 2009
Feeling Scripty?
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Tropo.comThursday, October 29, 2009
What is Tropo?
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answer();say("Hello, world!");
hangup();
Tropo is Unlocked Communications Made Simple
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Ruby
Work in YOUR Language
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T.1: Hello World
JavaScript and PHP
answer();
say("Hello, world!");
hangup();
Ruby
answer
say "Hello, world!”
hangup
Groovy
answer()
say 'Hello, world!'
hangup()
Python
answer()
say("Hello, world !")
hangup()
Thursday, October 29, 2009
This is your Tropo application for the phone...
answer();r = ask(“Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3});say(“you said “+r.value+“. I couldn't agree more!” );disconnect();
Thursday, October 29, 2009
This is your Tropo application for SMS...
answer();r = ask(“Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3});say(“you said “+r.value+“. I couldn't agree more!” );disconnect();
Thursday, October 29, 2009
This is your Tropo application for Skype...
answer();r = ask(“Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3});say(“you said “+r.value+“. I couldn't agree more!” );disconnect();
Thursday, October 29, 2009
This is your Tropo application for AIM...
answer();r = ask(“Hello there! Is a PB and J the best sandwich on earth?”, {choices:”yes,no”, onBadChoice:function(){say(“I did not get that”)} repeat:3});say(“you said “+r.value+“. I couldn't agree more!” );disconnect();
Thursday, October 29, 2009
Wrapping UpThursday, October 29, 2009
Learn morehttp://www.flickr.com/photos/revilla/644219138/
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Tropo.comThursday, October 29, 2009
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Love me? Hate me? Say what you want about me...
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Tropo.com Script Based Communication Apps
The Unlocked Communications™ Company
Instant Messaging Made Easy
Thursday, October 29, 2009