It’s no longer about creating the “killer app.” Instead competitive advantage will come from harnessing the power of VoIP and SOA to evolve existing applications into rich Web services that unify communications to enhance both employee productivity and the customer experience, as well as streamline business processes.
This session will explain how to integrate business applications and processes into innovative VoIP-enabled Web services and then repurpose them in a matter of minutes — independent of your existing telephony infrastructure and without CTI expertise. Best practices will be demonstrated via real-world customer examples, including a VoIP enabled realty service that gets new home updates to buyers’ hours before it hits the MLS. There also will be a live demonstration of how to quickly build a VoIP-enabled Web service.
How can you mash telephony into Web pages? The Web 2.0 concept is attractive to technophiles and promises to power some useful applications. VoIP is similarly “blogobuzzed,” and further up the mass adoption curve. It seems natural to combine the two. Skype and AOL have both delivered mashable VoIP APIs, as have several smaller companies. What mashups are out now, and what is the potential?
Presented by:
Michael Stanford (Moderator) Consultant Michael Stanford LLC
One of the more visible trends in the communications industry is the growing notion that Service Oriented Architectures will have a profound effect on Voice over IP. Within an SOA framework, businesses will have the ability to seamlessly link their communications solutions with other important business platforms, like CRM, billing, inventory management, and so on. This will radically change how departments and team members work with each other, with conferencing and technologies becoming much more automated and in real-time.
The speaker will examine how collaboration could evolve in an SOA environment, and will describe the benefits to businesses both in hard dollars and in productivity and efficiency.
One shortcoming of many speech applications deployed today is the lack of integration between these applications and the rest of an enterprise’s IT infrastructures. As a result of this “siloing,” valuable opportunities to enhance speech applications using intelligence contained in an organization’s Web, CRM and other IT assets are lost and IT efficiency suffers. Web services integration between speech applications and other enterprise IT assets can remedy this situation. This presentation will begin with an overview of service-oriented architecture (SOA) technology in general and Web services in particular. Next, the application of Web services to call center and other speech-enabled environments will be discussed. A detailed example of a speech application that fully leverages CRM, BI, and other IT assets via Web services will be presented. Finally, time will be allowed for an interactive question-and-answer session.
Presented by:
Michael Codini Chief Technical Officer VoiceObjects
