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Accessible voice services and systems: Technical trends

Accessible voice services and systems: Technical trends. Jim Tobias tobias@inclusive.com 732.441.0831 v/tty. Introduction. Main trends Messaging growth and centrality Expanding range of products and features PC-and-software replacing user CPE Convergence and unified messaging

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Accessible voice services and systems: Technical trends

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  1. Accessible voice services and systems:Technical trends Jim Tobias tobias@inclusive.com 732.441.0831 v/tty

  2. Introduction • Main trends • Messaging growth and centrality • Expanding range of products and features • PC-and-software replacing user CPE • Convergence and unified messaging • IP telephony • All have access implications Data from MMTA industry survey on CT (http://img.cmpnet.com/telecomlibrary/content/mmta2000.pdf)

  3. Messaging growth and centrality - 1 • Explosive growth • 48% of vendors have been active 1 year or less • 38% growth in user organization expenditures • financial services IVR use grew 67% in 1998; customer satisfaction with calls dropped from 87% to 80% - TARP 10/99 • Residential (mostly IVR and AA) • access to home services: ordering, delivery, banking, schools, government, etc. • “improved contact with ... customers” is second highest rated reason for user organizations

  4. Messaging growth and centrality - 2 • Employment • 33% of user organizations have voice mail now; 87% expect to within 2 years • “increased worker productivity” is top rated reason for user organizations • some jobs have high messaging content • call centers (sales & support) – 3% of US workforce by 2004 • professions • any large organization

  5. Accessibility implications • Impact on social integration, commercial opportunities • Critical employability issue

  6. Expanding range of products and features • Product ecology is exploding • Maturity  refinement? • Interoperability with embedded applications • Standards • adherence to standards is greatest concern of vendors • end users rate its importance 95%

  7. Accessibility implications • Profusion means there is usually at least one solution out there • BUT information task becomes unmanageable • purchasing decisions are complex • vendors unaware of access value of their own products • end users and system administrators also unaware • Few standards address accessibility

  8. PC-and –software replacing user CPE • From simple POTS dialer utilities to proprietary phone simulators • TAPI and voice modems, other tools • integration with contact management software

  9. PC phones

  10. Accessibility implications • Messaging access depends on computer access • workplace computer access must be provided anyway • Reduced need for specialized CPE and related equipment • TTY modems (desktop and network)

  11. Convergence and unified messaging • At user’s end • PC applications can show a single mailbox, with cross-media notification and presentation • user can switch media or arrange for transcription • At provider’s end • one server for all media • identification of user’s media preference

  12. Demo of CallXpress

  13. Unified server architecture

  14. Accessibility implications

  15. IP telephony • Rapid growth: 9% of user organizations have it now; 64% expect to within 2 years • Capable of simultaneous voice, video, shared application, and text • can change features during session • Messaging apps available for client or server (JFax, eVoice, etc.)

  16. IP telephony clients

  17. IP telephony architectures

  18. IP telephony access implications

  19. Business trends • Growth in software and services 38%; hardware 28%; consultants/integrators 13% • improved administration • role of toolkits? • Application Service Providers (ASPs) • 56% use vendor-supplied training

  20. Accessibility implications • More access features • but if they are not built in, they will be harder to add • user and administrator awareness becomes crucial • Regulatory status of ASPs

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