Unified-View (Part 2)

By Art Rosenberg

Back | (Part 2)

WHAT ABOUT VOICEXML?
Microsoft’s speech application development offering is based on its Speech Application Language Tags (SALT) programming language, which obviously competes against the current leading open standard for developing speech-enabled applications, VoiceXML. However, VXML has its limitations for enabling flexible convergence between visual interfaces for Web online applications and speech interfaces for telephone and multi-modal applications. In particular, VXML lacks functionality in call control tasks, which has caused yet another set of supplementary programming language tags to be developed by the W3C, Call Control XML (CCXML).

Although VXML-based applications are projected to process over 10 billion calls for large enterprises in 2004 in North America, according to Yankee Group analyst, Art Schoeller, that doesn’t necessary mean they will remain the only game in town. In addition to the added convergence flexibility promised by SALT, one would think that Microsoft would also be targeting the large, under-served SMB market through both service providers and application developers for the MS Speech Server. As multi-modal handheld devices continue their penetration of the consumer market, and VoIP replaces the TDM infrastructure of the PSTN, the practicality of converged (self-service) interfaces for both business and communication applications will also increase. So, that’s the future that Microsoft and its application development tool partners are gambling on.       

In talking to some of the leaders in the telecommunications (voice) industry, there is a realization that “times are a changing,” but they want to migrate cautiously into the unproven world of converged multimedia user interfaces for handheld devices. On the other hand, the current users of Visual Studio.NET 2003 application development tools will also find major challenges in learning to design speech dialogues for online applications.

MORE THAN TELEPHONES: WILL ENTERPRISE TELECOM BECOME MULTI-MODAL APPLICATION "SPECIALISTS?"
Just as online applications have integrated e-mail and text chat (Instant Messaging) for customer contacts with the enterprise, we see the convergence of speech and textual interfaces requiring further consolidation and merged responsibilities for voice call handling, including voice messaging, “click to talk” from Web sites, voice call backs, and of course, text messaging. As we have learned from years of experience with IVR, almost all real-time self-service applications need an “escape” to live assistance. So, “vertical” online business applications and services will continue to rely on “horizontal“ communication applications in making contact with people. While traditional telecommunications personnel were involved in voice applications from a TDM network traffic perspective, the migration toward VoIP and IT’s data network responsibility for both voice and data should cause a shift in telecom responsibilities toward a focus on effective design and usage management of “communication applications.”

Speech-enabled applications will require new high-level design and management tools and, because telecom people have always had to be sensitive to caller interface and telephony support needs, it seems obvious that they can be the enterprise resource for the next generation of converged enterprise communications management. They will also be the likely custodians for all real-time communication contacts with people that will exploit SIP (Session Initiation Protocol) and multi-modal devices.

However, speech interface convergence with visual interfaces will require “converged” application designs to be well integrated in order to maximize the ease and consistency of usage throughout the life cycle of an application. Whether it is SALT or extended versions of VXML that are used to develop converged enterprise application interfaces, it will be the high-level communication applications software from the telecommunications industry that will make the difference for the next-generation of communication activities and their support by “voice” specialists within the enterprise. That’s where the real costs of speech-enabled application implementation will be generated.   

MORE QUESTIONS: WHAT DO YOU THINK?
How difficult will it be to switch from existing IVR applications to a VXML or SALT-based platform? How important will it be to support mobile users with multi-modal handheld devices with converged self-service applications and services? Will “combined” (e.g., speech input, visual output) speech interfaces be practical for handheld devices? Do we really need the same speech-enabled interfaces at the desktop? How will traditional IVR applications benefit most from multimedia interfaces? Will multi-modal applications only reside on the Web? Will the communication application providers continue to supply standardized converged user interfaces for their phone systems, or will enterprise customers want to customize their own versions of everything? Who will be doing the interface design and programming for enterprise applications?  Let us know your thoughts by sending them to [email protected]. You can also participate in our forums.

New White Paper
Don’t forget to pull down your free copy of our latest white paper, “Migrating to Enterprise-wide Communications: The Branch Office Dilemma,” on enterprise-wide communication applications in a distributed enterprise. Simply go to our Web site – www.unified-view.com, fill out the form, and download the paper.

Art Rosenberg and David Zimmer are veterans of the computer and communications industry and formed The Unified-View to provide strategic consulting to technology and service providers, as well as to enterprise organizations, in migrating towards converged wired and wireless unified communications. They focus on practical user requirements, implementation issues, and new benefits of multi-modal communication technologies for individual end users, both as consumers and as members of enterprise working groups. The latter includes identifying new responsibilities for enterprise communications management to support changing operational usage needs most cost-effectively.

Considered to be objective industry thought leaders, Art Rosenberg and David Zimmer have been publishing their highly-acclaimed syndicated column on unified messaging and unified communications for over four years to a worldwide audience of consultancies, technology providers, service providers, and enterprise technology managers. Both principals are popular speakers at leading technology conferences and organized the first programs in the industry focused on the subject of unified messaging/communications. The Unified-View's website (www.unified-view.com) is also considered to be a leading source for information on the evolution of unified communications.

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