Avaya Voice Portal

for
Customer
date
presenter

© 2005 Avaya Inc. All rights reserved.

 Agenda

The Value of Speech Self Service

Integration with the Call Center
Leveraging Web Integrations
Self Service Portfolio and Roadmap Overview
– Where do Voice Portal and Dialog Designer fit in?
Voice Portal Details
– Architecture
Streamlining Application Development
– Dialog Designer
Avaya’s Market Position
Competitive Differentiators

© 2005 Avaya Inc. All rights reserved. 2 Avaya – Proprietary & Confidential. For Internal Use Only.
 The Value of Speech Self Service

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Speech Self Service Benefits
Increased Capabilities, Lower Cost of Deployment

Agents

Service
Offshore
Complexity Speech Agents
applications

Touch-tone
system

Cost per call

Speech offers a new channel for customer interaction
management and business process automation
– Higher quality customer experience
– Compelling return on investment
– Increased revenues

© 2005 Avaya Inc. All rights reserved. 4 Avaya – Proprietary & Confidential. For Internal Use Only.
 Integration with the Call Center

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 What Happens Next?
Self and Assisted Service Integration
Increase personalization of self service interactions
– Utilize previous interactions to influence and direct the current interaction
– Use Natural Language Speech Recognition to determine caller intent
– Customer Knowledge for context
– Workflow and business process maps define course of action
– Reporting on the entire call
Scenarios
– Give caller update of outstanding claims
– “Your claim was processed on…”
– Use previous service history to anticipate requested information
– “Your account balance is…”
– Provide a smooth handoff to an agent with the context of the call
– “Hello Mr. Jones, I see you were reviewing your bill, do you have a
question about your bill?”

© 2005 Avaya Inc. All rights reserved. 6 Avaya – Proprietary & Confidential. For Internal Use Only.
 Leveraging Web Integrations

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 The Evolution of IVR Self-Service

1980’s – 1999
Legacy IVR Environment
– Basic touch tone IVR
– Off loading basic repetitive IVR (x) Platform
Application
requests for information Proprietary Host DB
Integration
Telephone Tele- Application
– Isolation from other customer phony
Inter-
Back end

facing applications Telephone

face DLL

– Hard coded backend Legacy

integration to corporate Telephone
System

sources of information IVR (x+1)

Proprietary
– Proprietary platform and Tele- Application
phony
Telephone
development environments Inter-
Host
face DLL
– IT duplication DB

Telephone

© 2005 Avaya Inc. All rights reserved. 8 Avaya – Proprietary & Confidential. For Internal Use Only.
 The Evolution of IVR Self-Service
2000 – Present
– Emergence of speech as a
preferred user interface
– Ubiquity of the web has created Customer

self service tools, standards and PC

Web
Browser
HTTP / HTML
JSP
Pages
DB

infrastructure
Web
– Web Services and Voice XML

s
rie
Se
Server

Q
allow speech applications to

•M
Host
leverage web investments •XML

– Enable reuse of: Business

•JD
Application
• Infrastructure Server
Objects BC

• Applications Telephone Avaya IR/VP

Local DB

• Integrations CTI
Web
Modules
• Programmers Telephone
Tele-
phony Speech
Server
Platform
Inter- Modules
– Results in lower TCO, more face VXML
VXML/
JSP
Application

rapid development and Browser

HTTP / VXML Integration

deployment Telephone
Back end

© 2005 Avaya Inc. All rights reserved. 9 Avaya – Proprietary & Confidential. For Internal Use Only.
 What’s Next*: Leveraging Web Services to Drive Down
Integration Complexity and Total Cost of Ownership

The Move to Web Centric -

Service Oriented

Service Broker
Architectures to:
– Leverage existing UDDI
Inquiry
UDDI
Publish

infrastructure r
R
eg
is
te

Tr nt B
rv ing
– Speed time to market

Hu n d J

ic e
Se a c k
Fi
WSDL
– Lower cost of ownership Service
API

– Ease manageability Service

Consumer: Web- Service
based voice self Provider: JB
– Provide less complexity service Bind Hunt

and duplication
Client Servic
e
XML
(SOAP)
through
HTTP

© 2005 Avaya Inc. All rights reserved. 10 Avaya – Proprietary & Confidential. For Internal Use Only.
 Web Services: Leveraging Existing Content
Speech enabling your apps

Insert Screen Shot from Customer

Web Site

© 2005 Avaya Inc. All rights reserved. 11 Avaya – Proprietary & Confidential. For Internal Use Only.
 Self Service Road Map and Directions

How the pieces fit together

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Self Service Solutions Philosophy

Speech is Key
– Central to Avaya’s Value of Communicating to the Customer
– Delivers genuine value and benefits to business, end customers
Avaya Contact Center Integration
– Integration across Avaya communications products
Open Standards Support & Modularity
– Support for VoiceXML, MRCP, VOIP
– Software focused; Increasingly Modular Approach
Integration & Reusability
– Focus on application enablement for Customers and Partners
– Modular components that are extensible by Customers and Partners
Manageability
– Tools to manage multiple complex applications
– Monitoring, logging, reporting
Investment Protection
– Preserve customer investments in applications and software

© 2005 Avaya Inc. All rights reserved. 13 Avaya – Proprietary & Confidential. For Internal Use Only.
 Gartner Lists Avaya in Leaders Quadrant
for IVR Systems & Enterprise Voice Portals, 2005

Magic Quadrant for IVR Systems and

Enterprise Voice Portals, 2005
Bern Elliot, Drew Kraus
29 June 2005, G00129131

Full report is available at

www.avaya.com/contactcenters or
http://mediaproducts.gartner.com/reprints/a
vaya/article6/article6.html

The Magic Quadrant is copyrighted 6/29/05 by Gartner, Inc. and is reused

with permission. The Magic Quadrant is a graphical representation of a
marketplace at and for a specific time period. It depicts Gartner's analysis
of how certain vendors measure against criteria for that marketplace, as
defined by Gartner. Gartner does not endorse any vendor, product or
service depicted in the Magic Quadrant, and does not advise technology
users to select only those vendors placed in the "Leaders" quadrant. The
Magic Quadrant is intended solely as a research tool, and is not meant to
be a specific guide to action. Gartner disclaims all warranties, express or
implied, with respect to this research, including any warranties of
merchantability or fitness for a particular purpose. This Magic Quadrant
graphic was published by Gartner, Inc. as part of a larger research note
and should be evaluated in the context of the entire report. The Gartner
report is available upon request from Avaya.
© 2005 Avaya Inc. All rights reserved. 14 Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Interactive Response
Enterprise-proven, robust traditional voice platform
– Tremendous scalability and reliability
• Over 1600 systems deployed
• Over 10,000 VoiceXML ports deployed
The “migration platform”
– Running side by side…
• Native support for Avaya’s legacy “Telephony Application Script”, used with Conversant applications
• Native support for VoiceXML 2.0 applications
– W3C/VoiceXML Forum - VoiceXML 2.0 certified platform

– Allows Avaya customers to move from Conversant applications into VoiceXML

applications/speech applications when ready
– Great offering for customers with little/no IP infrastructure
– “Future-proof”
• Common VoiceXML 2.0 Certified Browser (Interactive Response, Dialog Designer)
• Common VoiceXML 2.0 Tooling: Dialog Designer
• Common self service licensing from Interactive Response to Voice Portal

© 2005 Avaya Inc. All rights reserved. 15 Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Voice Portal
Pure web-based voice platform
– Our target: industry leading availability
• Reliability - engineered to uniquely withstand and recover from anomalous events (hardware or software
problems, network outages, etc.)
• Scalability - enables better enterprise scalability per voice server than any other portal product in the
industry, scaling from 1 port to thousands of ports
• Manageability - provides a rich, integrated environment that enables common management of web and
voice applications, and centralizes key functions such as licensing, reporting, and alarming across the
enterprise
Rich integration to speech technologies from IBM, ScanSoft, and Nuance.
Runs on a Linux-based hardware appliance
Leverages Web Services/Service Oriented Architecture to integrate into IP-based infrastructure
Supports IP telephony (SIP and H.323) and TDM (through multiple gateway options depending on
capacity & carrier requirements)
“Future-proof”
– Common VoiceXML 2.0 Certified Browser (Interactive Response, Dialog Designer)
– Common VoiceXML 2.0 Tooling: Dialog Designer
– Common self service licensing from Interactive Response to Voice Portal

© 2005 Avaya Inc. All rights reserved. 16 Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Dialog Designer
Open standards-based visual application development tool, packaged at no cost with
Interactive Response and Voice Portal
Full development environment
– Contains the common Avaya VoiceXML Browser (also in IR, VP), speech and TTS
– Produces dynamic VoiceXML 2.0 application script
Built on the Eclipse framework
– Tools interoperability (Websphere, Audium, Rationale, Clearcase, etc.)
– Exposes all custom tools within the Eclipse framework
– Full support for VoiceXML 2.0, SRGS/SSML, Servlet, SOAP/XML/WSDL, Java 2
Supports rich DTMF and speech-enabled application development
Multi-lingual
Lightweight, highly distributable
– Enterprise-scale distributed development across IP networks
– Hosted offer support – allows for customer control of hosted applications
– Sales support tool for sales, services, partners (runs on a laptop)
Initial component of Avaya’s Designer Framework

© 2005 Avaya Inc. All rights reserved. 17 Avaya – Proprietary & Confidential. For Internal Use Only.
 Evolutionary Path to Web Services and IP
Investing in Customers Today While Protecting
Investments For Tomorrow
Supports existing CONVERSANT Manage voice alongside Web apps
Requirements

touchtone applications within existing IT environment

Seeking traditional IVR on TDM or Seeking Web-based platform based on
hybrid IP network Linux and IP telephony
Pre-built integration across contact Voice-enable existing Service Oriented
center – IC, PDS, OA Architecture
Advanced call control functionality Speech-enabled communications and
customer service
Applications

Transferable software platform licensing

Common VoiceXML browser across platforms
Common design environment Dialog Designer included
VoiceXML, SOA, eclipse, OASIS/WSBPEL, J2EE ,SIP, MRCP, Linux
Services Platform

Interactive Response Voice Portal

TDM-based, hybrid IP Web services, IP-based

Experienced global partners, expansive technology alliances

Expert services and support
© 2005 Avaya Inc. All rights reserved. 18 Avaya NDA - for analyst use only, not to be distributed.
 Avaya Voice Portal

Speech self service in an IT environment

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 What is Avaya Voice Portal?

Voice Portal is web-based software that delivers voice self service applications,
integrated into Web-based infrastructure and supporting speech technologies. It
provides telephone users with a natural-language interface to access and retrieve
Web content.

Tightly integrates to:

– Avaya’s IP Telephony and Contact Center infrastructures and applications
– Next generation IP Telephony architectures through H.323
and SIP
– Service Oriented Architectures (SOA) through Web Services
Runs on Linux RedHat ES 3.0 and is deployable on:
– Any RedHat Linux Enterprise 3.0 compliant platforms (customer provided)
– S8500 platform (IBM x306)
– S8710 platform (HP DL385G1)

© 2005 Avaya Inc. All rights reserved. 20 Avaya – Proprietary & Confidential. For Internal Use Only.
 Voice Portal Highlights

Standards Compliance
– VoiceXML 2.0+, MRCP, H.323, SIP*
– Distributed IT Focused Deployment
– Software only Solution for Linux servers,
– Service Oriented Architecture, Java development
Highly Scalable Modular Architecture
– Dynamic Licensing, Dynamic Registration of Endpoints
– Scales from 1 to thousands of ports.
– Modular “Appliance like” media processing platform on commodity
hardware
– Single point for administration, management and reporting.
Common Components across Avaya Suite
– Development Tools, Licensing, Management,
– Web Services for CTI, IC, CMAPI

*Full internal SIP support 2HCY06

© 2005 Avaya Inc. All rights reserved. 21 Avaya – Proprietary & Confidential. For Internal Use Only.
 What are the key Components of Voice Portal?

Voice Portal consists of one to many servers and is

integrated into a customer’s existing web-based IT
infrastructure. Its key components are:

 Media Processing Platform (MPP)

VoiceXML Browser and media handling
Scales based on # of ports
 Voice Portal Management System (VPMS)
Single point of administration, management and reporting
 Application Development Environment (ADE)
Dialog Designer for Application Development
 Application Execution Environment (AEE)
Web Application Server for hosting applications

© 2005 Avaya Inc. All rights reserved. 22 Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Voice Portal Architecture – Logical View
Components

Enterprise Service Bus (EJB, .NET, Servlets, JNI)

Avaya Voice Portal Management
Apache Tomcat
Requires: RedHat Linux, Intel
Application Development

Management System
Voice Portal
Any Java J2SE/J2EE environment
IBM, Apache, BEA, Sun, etc.
Environment

Any platform

Application Execution Environment

Media Processing Platform Media Processing Platform

VoiceXML to H.323/SIP VoiceXML to H.323/SIP
Avaya Voice Portal MPP
Avaya Dialog Designer RedHat Linux Enterprise 3.0
Generates standard Java servlets Intel platform (including S8x00)
Open Eclipse framework
Windows platform
Avaya
Communication Avaya
Manager
Gxxx Media Gateway
H.323
RTP/RTPC G.711
Vector Steps, CTI, Call Control

© 2005 Avaya Inc. All rights reserved. 23 Avaya – Proprietary & Confidential. For Internal Use Only.
 Voice Portal Architecture – Physical View
Application Execution
Application Development
Environment - Run the
Environment -Design the
Application Here
Application Here

Media Processing
MPPs
Web
Communication Application
Manger Server
Dialog Designer (Websphere,
VoiceXML Browser
MPP Tomcat)
Web Server
LAN/WAN (Dialog Designer Apps)
VoIP
PSTN/IP

VoiceXML Browser
VPMS Databases
MPP -OAM&P Web Services
-Reporting
-SNMP
Web Server
Voice Portal Management

MPP - Run
7
P QR
4
S
GHI
1

T UV
8
J KL
5
2
A BC

9
WX Y Z
6
MNO
DEF
3
P QR
7
4
S
GHI

0
1

T UV
8
J KL
5

#
2
A BC

9
WX Y Z
MNO
6
DEF
3 the Media
Processing
0 #

VPMS -
Agents Here Manage the
Application
Here
© 2005 Avaya Inc. All rights reserved. 24 Avaya – Proprietary & Confidential. For Internal Use Only.
 Media Processing Platform (MPP)

VoiceXML Browser and Media Processing

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Tell Me About the Media Processing Platform
Software Only Solution which Deployable on
processes Media and VoiceXML Linux RedHat Enterprise 3.0 Certif
pages ied Platforms
Terminates VoIP Connections from – Customer Provided (over 700
IP Gateways listed on RedHat site)
– Avaya Communication Manager – S8500 (IBM x306)
2.1 and beyond, G350, G700 – S8710 (HP DL 385)
– Supports up to 16 gatekeepers VoiceXML 2.0 Compliant Browser
– Works with Converse Vector Scales according to Hardware
Step and Return Resources- 4 to 100 concurrent
– Dynamically Registers IP sessions (1,000 managed, 1 TO
endpoints 15 MPPs)
Integrates with IBM Websphere
Voice Server for Speech
Recognition and Text-to-Speech
No persistent data (no need for
MPP backups)
No local administration or
configuration

© 2005 Avaya Inc. All rights reserved. 26 Avaya – Proprietary & Confidential. For Internal Use Only.
 Voice Portal Management System
(VPMS)

Centralized Administration, Management

and Reporting

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Tell Me About the Voice Portal Management System
Java based servlets and threads running under
Redhat Linux ES 3.0 based server
License Management
Deployable on Customer Provided Java
Servlet Container – Interfaces with Enterprise Wide License
System
– Apache Tomcat
– Dynamically distributes VoiceXML
Presents Web Interface for administration licenses across multiple MPPs
provisioning configuration of distributed MPPs
– Recovers VoiceXML licenses and
Role based administration for system deploys licenses and re-registers IP
administration Endpoints
Administers MPPs Collects Call Detail Records (CDR) and
– Administer VoIP to Switch Session Detail Records (SDR) from MPP
– Administer VoiceXML licenses Collects Application Detail Records
– Administers ANI/DNIS to Application Generates Reports for CDR, SDR and
Application Detail
Collects operational status from MPP
Expose Raw Reporting Data for custom
Collects Faults from MPP generated reports
Delivers Faults/Traps to Traffic runs over SSL/HTTPS connection
– SNMP Management System Internationalized and ready for localization
– Avaya Services

© 2005 Avaya Inc. All rights reserved. 28 Avaya – Proprietary & Confidential. For Internal Use Only.
 VPMS Details

Voice Portal Management System (VPMS)

– Web-based environment for management of multiple MPPs
– Allows scaling of solution to 1,000 ports in single image
– License management and dynamic registration with CM
• Redistributes VoiceXML licenses and IP Endpoint Registrations from failed
hardware
• Consolidates Licenses without need for failover capacity
– Collects faults and reporting data
– Exposes SNMP interfaces to Customer SNMP network management
system
– Provides Services access via SAC offer
– Provides reports
– Exposes reporting data for custom generated reports
Runs on Linux RedHat ES 3.0 on same platforms as MPP

© 2005 Avaya Inc. All rights reserved. 29 Avaya – Proprietary & Confidential. For Internal Use Only.
 Voice Portal Management System

© 2005 Avaya Inc. All rights reserved. 30 Avaya – Proprietary & Confidential. For Internal Use Only.
 VPMS Reporting

Pre-built Web Reports based on

– Call Detail Records
– Session Detail Records
– Application Detail Records
Database open and schema published for
– ISVs and customer access for custom reporting
– Integration with Operational Analyst

© 2005 Avaya Inc. All rights reserved. 31 Avaya – Proprietary & Confidential. For Internal Use Only.
 Application Report

© 2005 Avaya Inc. All rights reserved. 32 Avaya – Proprietary & Confidential. For Internal Use Only.
 Graphs

© 2005 Avaya Inc. All rights reserved. 33 Avaya – Proprietary & Confidential. For Internal Use Only.
 Call Traffic Report

© 2005 Avaya Inc. All rights reserved. 34 Avaya – Proprietary & Confidential. For Internal Use Only.
 Graphs

© 2005 Avaya Inc. All rights reserved. 35 Avaya – Proprietary & Confidential. For Internal Use Only.
 Fail-over Scenarios

Leveraging Dynamic Licensing and

Endpoint Registration

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Web Architecture For Deployment, Development, and OA&M

VXML Licenses: 10
IP Endpoint 1-10

Hunt Group 123 Web

Route to IP Application
endpoints Server
(Websphere,
1-20 VoiceXML Browser
Tomcat)
MPP
Web Server
LAN/WAN (Dialog Designer Apps)
PSTN/IP VoIP

VPMS Databases
VoiceXML Browser
MPP -OAM&P Web Services
-Reporting
VXML Licenses: 10 -SNMP

IP VXML Licenses:
Endpoint 11-20 20 Web Server
Voice Portal Management
IP Endpoint 1-20
VXML Licenses: 10 VXML Licenses: 20
A BC DEF
1 2 3
J KL MNO
4
GHI
5 6
P QR T UV WX Y Z
7 S
8 9
0 #

A BC DEF
1 2 3
J KL MNO
4
GHI
5 6
P QR T UV WX Y Z
7 S
8 9
0 #

IP Endpoint 1-10 IP Endpoint 1-10

IP Endpoint 11-20

© 2005 Avaya Inc. All rights reserved. 37 Avaya – Proprietary & Confidential. For Internal Use Only.
 Streamlining Application Development

Avaya Dialog Designer

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Dialog Designer
Open eclipse-based Speech Application
Development Environment
Dynamic generation of both Speech and DTMF VoiceXML
applications
– Embedded VoiceXML browser speeds prototyping and design
– Common VoiceXML Browser across platforms reduces deployment
risk and delivers more consistent user experiences
– Global language support provided at no additional cost

Generates lightweight, highly distributable VoiceXML

– Enterprise-scale distributed development across IP networks
– Expanded hosted support allows for enterprise control of hosted applications

Built on open standards and eclipse framework

– Interoperability with WebSphere, Rational, Rational ClearCase, etc.
– Exposes all custom tools supported within eclipse framework
– VoiceXML 2.0, SRGS/SSML, SOAP/XML/WSDL, J2EE

Dialog Designer packaged at no cost with both Interactive

Response and Avaya Voice Portal
Packaged at NO COST with
Interactive Response and Voice Portal
© 2005 Avaya Inc. All rights reserved. 39 Avaya – Proprietary & Confidential. For Internal Use Only.
 Web Architecture For Deployment and
Development Design the
Run the
Application
Application
Here
Here

Web
Application
Server
Dialog Designer (Websphere,
Tomcat)
ASR/TTS Server
LANWAN Web Server
(Dialog Designer Apps)
PSTN/IP

VoiceXML Browser
Avaya IR or Voice Portal Databases
Web Services

IP Telephone

4606 IP

Ext.
Run the Media
Processing
ABC DEF

1 2 3

GHI JKL MNO

4 5 6

PQRS TUV WXYZ

7 8 9

* 0 #

Here
Agents

© 2005 Avaya Inc. All rights reserved. 40 Avaya – Proprietary & Confidential. For Internal Use Only.
 Avaya Dialog Designer
Design, Develop, Simulate, Deploy, Manage

2. Generate
application code

1. Graphically build call flow, caller

prompts, grammars using Wizards

5. Servlet generates VoiceXML

processed on IR or Voice Portal
3. Simulate using embedded
555-1212 VoiceXML browser

VXML/HTTP(S)

Interactive
Response J2EE App Server
Or Voice Portal DD Application

4. Deploy Java servlet to J2EE

Tomcat or WebSphere
© 2005 Avaya Inc. All rights reserved. 41 Avaya – Proprietary & Confidential. For Internal Use Only.
 What Makes Voice Portal Great
• Simple to Use:
– Centralized operations, administration, management and provisioning with an
easy to use Web-based interfaces to balance all the voice portal systems
• Simple to Buy:
– Software Only or Bundled Server Offers
– Consistent & highly scalable licensing strategy
– License transparency
• Reliability, Manageability, Security
– Encrypted links
– Load-balanced and redundant with transparent link failover
• Common Development Environment Across Platforms
– Assuring application portability and maximizing protection of existing
applications investments.
• All components run on Red Hat Enterprise Edition 3.0 (assurance of
industry support)

© 2005 Avaya Inc. All rights reserved. 42 Avaya – Proprietary & Confidential. For Internal Use Only.
 Sample Avaya Speech Deployments:
100+ customer deployments
Ford (Mexico, US) Oregon Health Sciences University AT&T (Natural Language Understanding)
Dell (Japan) AAA of Minnesota Allegiance Telecom
RadioShack The US Mint PacBell
Sykes ENEL (Italy) CTBC Telecom (Brazil)
Aetna Ameren
Wind (Italy)
AIG (VoiceXML) AEM (Italy)
Language Line
Pepco
Foremost Insurance @nifty (Japan)
Sitel (Spain)
MetLife Atento (Japan)
GE Global Exchange
The Hartford Egg (The Internet Bank- UK)
State of Wisconsin
CitiStreet (VoiceXML) San Diego County Credit Union
State of NY
“Mid-West” insurance company State of Mississippi Banco GM (Brazil)
Blue Cross/Blue Shield of City & County of Marin Brown & Company
Virginia (World Access)
Harris County, TX (TTS) Ameritech Mortgage
Aegon
Washington State DOT Nike (Netherlands – 11 languages!)
Express Scripts (VoiceXML)
Atlanta Public Schools Touchbase (Australia)
Center Partners Ikon
Sentry Insurance Money Gram
Meijer Stores
Qantas Airlines GE Consumer Finance (VoiceXML)
United Behavioral Health
Avaya – DEFINITY Hotline New – Major Airline (VoiceXML)
UPS (France & Germany)
(Natural Language Major Workman’s Compensation Ins. Co.
Understanding) AOL (VoiceXML)
(VoiceXML)
Sabio
Union Pacific

© 2005 Avaya Inc. All rights reserved. 43 Avaya – Proprietary & Confidential. For Internal Use Only.
 Thank You!

Questions?

© 2005 Avaya Inc. All rights reserved. Avaya – Proprietary & Confidential. For Internal Use Only.