From eComm Europe 2009. http://europe.ecomm.ec/2009/voxeo-demise-of-voice-and-rise.php RJ Auburn, CTO, Voxeo Date: Thursday, October 29 Time: 11:00 - 11:15 AM Location: Transformatorhuis Voice 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.

1. eComm Europe - Amsterdam - October 2009
The Rise of Real Time Text
and the Demise of Voice
RJ Auburn
CTO
rj@voxeo.com
Thursday, October 29, 2009

2. Thursday, October 29, 2009

3. WHY ARE YOU HERE?
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4. To Browse The Web?
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5. Thursday, October 29, 2009

6. Or To Change The World?
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7. Get Passionate OR Get Out!
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8. So lets talk about...
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9. Telephony
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10. Communication
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11. TXT
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12. Thursday, October 29, 2009

13. Thursday, October 29, 2009

14. Thursday, October 29, 2009

15. Thursday, October 29, 2009

16. etc
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17. Thursday, October 29, 2009

18. Lets gaze into the future...
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19. Jump ahead 10-15 years...
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20. Voice
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21. (Voice Self Service)
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22. Thursday, October 29, 2009

23. Why?
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24. Kids
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25. Thursday, October 29, 2009
Next Generation

26. Communication
http://www.flickr.com/photos/ebolasmallpox/3536804299/sizes/o/
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27. Kids don’t talk on the phone
http://www.flickr.com/photos/tavallai/2084954580/
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28. TXT is Second Nature
http://www.flickr.com/photos/raster/3544258071/sizes/l/
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29. It’s more then just that
however...
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30. The Pace of Communication
has changed
http://www.flickr.com/photos/goljadkin/1998935482/
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31. Who really
wants...
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32. Please Hold
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33. Let me look
that up
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34. My system is
slow today
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35. Humm...
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36. Just a second
longer
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37. Higher
Priorities
In Life
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38. Communicate at
our own pace
http://www.flickr.com/photos/15975620@N00/93532673/
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39. Multi-Tasking
http://www.flickr.com/photos/23680544@N07/2524019489/
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40. But wait, theres more...
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41. Money
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42. or the lack of
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43. Margins
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http://www.flickr.com/photos/candescence/418071994/

44. Cheap
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45. http://www.flickr.com/photos/martiniko/305631577/
The call center must change
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46. Communication World is Changing
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47. Are we going to change with it?
http://www.flickr.com/photos/tavallai/2084954580/
http://www.flickr.com/photos/eleaf/2536358399/
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48. What do we need?
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49. Innovation
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50. Simplicity
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51. So...
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52. Thursday, October 29, 2009

53. What to do?
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54. Thursday, October 29, 2009

55. Voxeo of IM
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56. Hosted Solution
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57. 10,000 Developers
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58. Free Open Dev Program
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59. Simple
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60. Thursday, October 29, 2009

61. Bots
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62. Open Platform
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63. Single Easy API
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64. Write a Bot in 5 minute
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65. Thursday, October 29, 2009

66. What about
existing phone
applications?
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67. +
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68. Two Great Tastes
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69. Just use the
Text instead of Audio
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70. XML
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71. VoiceXML and CCXML
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72. 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>
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73. 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>
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74. 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

75. 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>
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76. Feeling Scripty?
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77. Tropo.com
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78. What is Tropo?
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79. answer();
say("Hello, world!");
hangup();
Tropo is Unlocked Communications
Made Simple
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80. Ruby
Work in YOUR Language
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81. T.1: Hello World
JavaScript and PHP Ruby
answer(); answer
say("Hello, world!"); say "Hello, world!”
hangup(); hangup
Python Groovy
answer() answer()
say("Hello, world !") say 'Hello, world!'
hangup() hangup()
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82. 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();
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83. 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

84. 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

85. 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();
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86. Wrapping Up
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87. Learn more
http://www.flickr.com/photos/revilla/644219138/
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88. www.voxeo.com
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89. www.imified.com
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90. Tropo.com
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91. evolution.voxeo.com
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92. Thursday, October 29, 2009

93. Love me? Hate me?
Say what you want about me...
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94. RJ Auburn
rj@voxeo.com
Instant Messaging Made Easy
Tropo.com Script Based Communication Apps
The Unlocked Communications™
Company
Thursday, October 29, 2009