July 29, 2010

IVR applications have been used to manage remote workers in a number of industries, including healthcare, transportation, construction, and travel.  Recently, Plum developed an IVR application for a regional Dish Network provider that allows repair technicians to open and close work orders and update their parts inventory database.

This Direct TV affiliate has unpredictable call volumes as their primary business function is to install, repair, and replace equipment once they receive a customer request.  In order to handle call spikes, their application was deployed on Plum’s hosted IVR platform that can support thousands of simulations calls.

Prior to automating the process of reporting work orders, technicians had to call a live human to report data.  This process was cumbersome, as the technicians were often waiting on hold or had to remain on the phone until a call representative manually entered work order data.

The automated call flow developed by Plum’s professional services group makes it easy for technicians to quickly report relevant information without having to stay on hold to speak with a call rep.  Implementing IVR lowers costs and helps the entire organization function more effectively by freeing up time to focus on customer issues.

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Every year at SpeechTEK we try to do something crazy… last year it was running a 2,000 port IVR system on a cluster of really low-end commodity netbooks… the year before it was demonstrating the world’s first IVR system that could install in a matter of minutes on Windows, Linux and Mac OS X (along with certain, um, T-shirts we gave out)…

This year we have this HUGE project to ship a 10,000 port VoiceXML IVR system with speech recognition to show in the booth. I mean, given that we demo’d 2,000 ports on netbooks last year, we had to go higher, didn’t we? It’s kind of crazy… and added a whole set of extra logistics… figuring out what kind of power availability we have in the booth… looking at an extremely high shipping bill… trying to find room for the equipment racks inside our booth…

And naturally we’re finalizing all this the week before the show starts! Yeah, it’s crazy… but we’ve got to do it… who wants to be just another boring booth at a show? Will we make it? What will our shipping bill be like? Will we get all 10,000 ports of VoiceXML IVR up and running in time? Stay tuned…

Visit our booth at SpeechTEK next week and you’ll be able to see for yourself…

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I'm extremely excited about the new release of Dragon – Dragon NaturallySpeaking version 11. We have been eagerly working on this innovative new release of Dragon ever since we launched Dragon 10 just about two years ago. With Dragon 10, we set a new standard for speech recognition performance on the desktop and added exciting new features like Dragon Voice Shortcuts. How in the world could we top that? 

To answer that question, we went to the top-secret source for all Dragon product direction: you.

We've always relied heavily on customer feedback in our product development process – but the amount and quality of customer feedback that we have received during the lifetime of Dragon 10 was unprecedented. There were two major initiatives that drove significantly enhanced customer feedback over the past two years. The first is a feature that is built into the Dragon 10 product – an anonymous, opt-in data collection feature that allows us to analyze how our customers, in aggregate, use Dragon. The second initiative was our broad use of social media vehicles to communicate to our customer base. Through our blog, our Twitter feed, our Facebook page and our Web feedback form, we received an incredible amount of highly valuable customer feedback. 

These two feedback mechanisms are far more powerful in combination than as standalone items. The data collection feature by itself could only tell us what was happening – but not why. The feedback from our social media channels provided a rich understanding of some of the requests, desires and concerns – but it is difficult to tell whether this feedback is unique to a vocal minority or something that represents a larger opportunity unless you pair this feedback with data.

One thing was clear – Dragon is an extremely powerful application, but many of the features and capabilities weren’t immediately obvious to some of our customers.  We needed to think about the way we present information and capabilities to our customers so that it would be easier for them to discover the full power of Dragon. We also learned that not everybody was getting equally high accuracy using Dragon. When you look at the data, you realize that there are a few common things that contribute to lower accuracy in Dragon: 

  • First of all, the quality of the audio that Dragon hears is a significant contributor to accuracy. We knew we needed to provide better tools to help identify and diagnose problematic audio on computers.

  • We also found that some people were speaking to Dragon in a very choppy manner – instead of speaking fluidly with longer utterances. Because of the way Dragon works, the more fluidly and consistently you speak, the more information Dragon has to determine the appropriate transcription for your voice.

When we watched people interacting with Dragon, we saw that some folks were distracted by the "results box" that showed the intermediate transcription results. So in Dragon 11, we have removed that results box and introduced a new user interface element designed to help people continue to focus on their work, versus constantly checking those intermediate results. That was an example of making part of the user interface "less visible" because we believe it was distracting (if you disagree, we left you the option to turn it back on).  

Another major innovation in Dragon 11, known as the Dragon Sidebar, is designed to make the user interface "more visible" when you really need it. We created this element because we found that many of our customers did not know about the commands that Dragon understood – and they could not easily find those commands, or remember their own custom commands.  A lot of people were actually taking their list of custom commands and attaching them to the side of their screen with a little sticky note. The new Dragon Sidebar is designed to provide intelligent user feedback when you need it – and get out of the way when you don't need it.

Of all the new features in Dragon 11, I think my favorite is the ability for Dragon to format or correct multiple instances of text in the same document. When I say "underline Dragon," all the instances of the word Dragon are highlighted and numbered on my screen. I can either select the instance that I want to change, or say "choose all" to make the change in every instance. 

Perhaps the most exciting opportunity for us to involve our customers in the product development process happens during our beta test program. This is when we send pre-release versions of the software to some of our customers to get feedback on the product and its features. For Dragon 11, we had our most extensive beta program ever. We also focused not only on our "expert users," but we invited novice users to participate in the program. We also invited several of our customers who indicated that they were dissatisfied with previous versions of Dragon to participate in our beta program. This provided us with fantastic feedback about whether our efforts in the Dragon 11 program addressed the concerns of those users.

I hope you get the opportunity to learn more about Dragon 11 by visiting our website. For those of you who are not Dragon users, I would encourage you to give Dragon 11 a try – now is perhaps the best time ever for people to start using speech recognition. For those of you who are using Dragon 10 or earlier versions of Dragon, I encourage you to upgrade to take full advantage of these exciting new capabilities. 

Finally, I would like to thank you all for your feedback and your participation in our product development process. I believe you all have helped us make the best Dragon ever.

Peter

 

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The new patent validates the company as an innovator in network recording and offers global customers a reliable and secure solution.

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Coastal Pet Products finds the new solution offers quality performance and strong ergonomics.

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July 28, 2010

Logo2 Abine is a free Firefox extension for online privacy from "The online privacy company" of the same name. It is also the winner of our Firefox extensions contest. Abine makes it easy to manage your privacy online, including using Twilio to mask your phone number while registering for services. Congratulations to Rob Shavell and the rest of the team at Abine. Your netbook and $100 in Twilio credit are on the way!

We asked Rob a couple questions about his experiences building Abine with Twilio.

Tell us about Abine

Identities Rob: We believe the time is right for a new company to put users back in control of their online privacy - we looked around and couldn't find a single company doing simple basic online privacy the way we think it should be done (completely and correctly) for regular users.

We have grown by over 1,000% in our first 30 days, so things are moving quickly. Our future plans are to stick to what we do best - making sure that everyone (not just super technical users) can have more control over their digital life - especially control over what gets tracked, stored, and shard on us without our explicit permission.

What technologies are you using?

Rob: We use Twilio, of course. In addition, we integrate a bunch of other basic web technologies - the add-on offerings - for both Firefox and IE (http://www.abine.com/agreement.php) are mainly Javascript with various encryption components to we make sure the data is safe on the users machine, no matter the platform.

How did you get started developing with Twilio?

Rob: Twilio was recommended to us AFTER we tried several other communications platforms and API's. Twilio was far superior - cost effective, scalable, and way easier to use.

How was the experience of integrating Twilio with your chosen tools and technologies?

Rob: Honestly it was quite simple and straightforwards. We were up and running with our first version in a few days.

Anything else?

Rob: Please give Abine a try - the basic suite is free, and comes with ready to help anyone keep safe from spammers, stalkers or aggressive marketers.

We also have a couple screencasts to demonstrate how Abine works. You can see a demo of our Twilio-enhanced features here and our web tracking blocking features here.


Have you built an app with Twilio? You could win a netbook.

Netbookmondays For this week's contest, we've opened up the flood gates. If you've built something, anything, that uses Twilio you could win a netbook and $100 in Twilio credit for this week's Anything Goes contest. Hurry though, the contest ends Sunday. Read more about the contest and how to enter your Twilio creation.

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From pre-school to PhD programs, back-to-school time is quickly creeping up on everyone.  The beginning of the school year is always an exciting time for all involved, but can quickly become burdensome and frustrating when necessary information is not made readily available to students and their parents.  From classroom supply lists to registration information, students nationwide are required to submit, retrieve, and process information prior to the beginning of each school year.  An Interactive Voice Response system powered by Plum Voice could help streamline this process for everyone from toddlers and their parents, to graduate students.  Learning institutions across the nation could utilize an IVR system to streamline everything from the enrollment process, to registration, and even be of use when releasing information about grading.

An IVR system could be put in place so that students, or their parents, could track their enrollment and ensure that every aspect of the enrollment process has been accounted for and every piece of information has been submitted.  After admittance, the IVR system could make registration possible.  Students could gather course descriptions and instructor information telephonically, and even submit their desired course schedule.  The system could interface with the database to make sure that everyone was properly registered and that all the student’s records were in order.  Students and their parents could call in and get information on required back to school items, or even purchase books and other supplies through the system.  As the school year progressed, instructors could submit updates and assignments through the IVR system, and even store grades so that participants could keep abreast of their progress.  Students could even utilize the system to schedule outbound calls to remind them of various assignments that are due, or even procure outlines of required readings or texts that have been submitted to the system.  There is truly a plethora of ways that an IVR system could be utilized by educational institutions to streamline their processes and ease the oh so difficult transition for students between summer and fall!

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Voice control and text-to-speech will be among the capabilities on BlueAnt's new Q2 headset.

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Version 6.2 of dictation and call recording solutions provide public safety updates and improved SIP Trunk integration.

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July 27, 2010

W3Ccheatsheet-1.jpgHave you ever been coding in HTML or CSS and found yourself wondering exactly what the attributes were to a given element? Or wondering what values an attribute can have?

If so, the W3C offers this great “cheatsheet” at:

http://www.w3.org/2009/cheatsheet/

where you can simply enter a search string and look up info about HTML, CSS, SVG or XPath.

For instance, say I wanted to know more about the <div> tag in HTML, I can just enter it and then get a result with links to learn more about the possible attributes or to click over and read the actual specification:

W3Ccheatsheet-div.jpg

The site nicely provides suggestions as you type. For instance, I started typing “align” and received these suggestions:

W3Ccheatsheet-typeahead.jpg

As you can probably guess from the tabs in the screenshots, the site also provides information about development for mobile browsers and guidance around accessiblity, internationalization and typography. A great resource for anyone who is coding up their site. Visit the cheatsheet at the W3C’s site to try it out yourself.

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The <data> element is a VoiceXML tag that was introduced as part of the VoiceXML 2.1 specification.  It is used to query a database through XML and provides a way for a server side script to return a specific data format.  The <data> tag performs a GET or POST request to a remote script. That script must then return XML data which allows a coder to use javascript to access the information stored in XML.

The second option,  <subdialog> tag, requires a developer to create a minimal amount of VoiceXML that gets returned to house data.  The main benefit of the <subdialog> tag is that programmers don’t have to use the “JS DOM” method for accessing the XML data.  This method lets a developer control how the variables are returned. Subdialogs are also a mechanism for reusing common dialogs and building libraries of reusable applications.

For more information, please visit Plum’s VoiceXML IVR developer documention at http://www.plumvoice.com/docs/hosting/

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Web-based analytics and reporting tool provides actionable insights in the contact center.

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Audio Eye makes congresswoman's official Web site accessible to the disabled via TTS and video captioning.

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iGO My Way app can read out route directions in seven languages.

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This agreement gives SVOX and its customers immediate access to audio coding technologies for speech quality in automotive, mobile and consumer electronics applications.

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July 26, 2010

Mustache_championship_03 Every week we pick a category for our netbook contest. Sometimes members of our community tell us that they want to submit an app, but it doesn't fit into any of the categories we pick. If you fall into this category, this week's contest is for you!

The contest category for this week is Anything Goes. To qualify, submit an app/mashup/plugin/open source project/etc. that uses Twilio, OpenVBX or Stashboard. That's the only requirement. Previous non-winning entries are free to enter again as well. The best submission as judged by Twilio wins a netbook and $100 in Twilio credit. This contest ends Sunday August 1st at 11:59pm PST.

Submit your entry now

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When you login to your Ifbyphone account today, you'll notice several new components on the dashboard of your Ifbyphone portal.

1. A new notification box will keep you updated about new features, holiday schedules, and maintenance windows directly in your account.

2. A new account usage box shows an overview of the applications you are using and the ones you have yet to configure. If you're paying for it, you might as well give it a try.

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Another week is upon us.  As I was in my car undertaking my daily commute to work, I couldn’t help but wish that I could get a jump on morning with a little help from IVR.  Even for those smart phone users, there is little to be done with the your cell phone in the midst of bumper to bumper morning traffic.  This got me to thinking of how an IVR system could come in handy, allowing commuters to prepare for the upcoming week.  For me personally, there is nothing more invaluable than the ability to check my email prior to my arrival at the office.  This is nearly to impossible to achieve when trying to navigate my car through sticky traffic situations, which is where an adept IVR system comes in to play.

An Interactive Voice Response System equipped with ASR and TTS could be engineered to access caller’s in and out boxes on their email accounts, read existing messages via phone, and allow users to compose emails through the use of TTS engines.  In this way, subscribers could hear their pre-selected message read out loud to them prior to the beginning of work via the use of blue tooth or speaker phone.  They could either hear previews, or hear full messages, and skip over and categorize messages as they saw fit.  Remote mailbox organization would be made possible in a situation such as this, and subscribers wouldn’t have to use up valuable work hours establishing mail rules, and categorizing and organizing their mailbox.  In addition, if an urgent message came across their desk, users could also utilize this system to draft and send outgoing messages telephonically.  ASR and TTS engines would be put in place allowing the system to recognize the user’s voice and enable them to respond to messages as necessary.  An IVR system would serve the dual function of making commute time valuable and allowing for remote organization of the workplace!

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Multilingual capabilities and new pop-up toolbar make speaking texts, email, and status updates easier than ever; Dragon Search now iOS4-compatible.

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July 25, 2010

This weekend at the Social Apps Workshop at Heroku's new (beautiful!) HQ we hung out with about 150 ruby developers to learn from folks at Heroku, Apigee, Twitter, and Facebook.  Jeff Lawson also gave a talk about Twilio, and did a live coding demo of building a conference calling app that can also call back all the participants.

Since a lot of participants are Ruby developers, here is a list of Ruby resources for using Twilio:

Also make sure to check out the simple example of how to get started with Twilio using Heroku and Sinatra at http://twilio.heroku.com

How to create a Twilio app on Heroku from Morten Bagai on Vimeo.

Enjoy, and please let me know if I missed anything or if there is anything we should create to make Twilio more fun and useful for you.  Email help@twilio.com anytime

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July 23, 2010

I've blogged in the past about how to make the most of Startup Weekend, and I always find it rewarding to hear that people read the post and put thought into some of the issues I've outlined.  For those who've never heard of this event before, Startup Weekend is a 54-hour long crash course in starting a company.  It begins on Friday night (tonight) with networking, pitches, and the formation of "teams" or companies.  All day Saturday and Sunday are dedicated to figuring out the idea, name, website, product, presentation and finally on Sunday evening each group pitches what they've been working on.

The Key: Everyone should code – with the possible exception of your “marketing lackey” (see more on that below).  Most people can do HTML or CSS, or can learn it quickly, for non-technical people this is your chance to stretch!


For those of you who don’t read long posts, here is the summary:

Maximize Productivity

  • Bring your own internet (MiFi, iPhone tether, broadband card, something!)
  • Use free tools like WordPress, Google AppsGoogle App Engine etc. to get up and running quickly.
  • Get a “marketing lackey” to do anything that isn’t coding.
  • Remove all barriers to productivity for your engineers, period.
  • Don’t be afraid to fire people if it isn’t working out.

Manage Expectations

  • The first 10 hours after your team is formed will be “wasted”, deal with it without getting too aggravated.
  • Pad your estimates – build trust with new people, don’t let them down.
  • Skip the titles, equity, etc. conversations until after working proof of concept and biz model.

Build a Culture That Launches

  • Recruit developers first, poach the best people if you have to.
  • Focus on getting to proof of concept fast with just a few features.
  • Pick an idea you know how to build, add cool experimental features later if you have time.
  • Get customers right away – learn from them, treat them like gold.
  • Start planning your presentation/pitch early, it will help clarify your vision.


Maximize Productivity

Bring your own internet connection. Without fail, every Startup Weekend I’ve been to has had problems with internet connectivity, and if you’re building your project using cloud services for everything then you’ll be very frustrated with slow upload speeds, spotty connectivity, etc.  The MyFi pucks from Sprint are great.

Use WordPress. Unless your website is your service (and even if it is) use a self-hosted WordPress install (Dreamhostdoes a great one-click installation) to get something out there as early as possible with information about your team, your project, etc.  Get a Twitter account and start talking.  This is going to keep your team focused – and will also increase your chances of launching at the end of the weekend.

Use Google Apps to host your email and calendar and actually USE these things.  Having a separate email address and calendar for your team means they won’t be distracted by being in their person inbox.

Get a marketing lackey. Use a smart non-technical person (there are always a few hanging about looking for a way to contribute) who is savvy with blogging and content creation to work on this full time, and then use them to do random tasks like QA, project management, etc. as needed.  Engineers should not be doing anything but code, everyone’s else job is to create an environment where they can be productive and uninterrupted.

Don’t be afraid to fire people if they are wasting your time.  At a Six Hour Startup event in Seattle (which I sadly wasn’t at), Marina Martin is (in)famous for firing everyone who raised there hand when she asked “who are the project managers”.  Those who were offended left, and those who stuck around went on to launch the product as useful contributors.  That’s brutal, but if someone is in the way or more trouble than they’re worth you’ve got to do it out of respect to the rest of the team.

Manage Expectations

Expect the First 10 Hours Will Be Wasted, because they will – accept it.  This is kind of like being a poker player who only plays well when they’re on a comeback.  You’ll actually end up getting more done overall if you’re lagging behind on Saturday so don’t work.  Focus on keeping team motivated, otherwise you might be surprised to find the developer you were counting on doesn’t show up Sunday morning.

Pad all estimates. So you think you’ll have that feature coded up in 2 hours?  Plan for 4, you’ll be glad you did and your teammates will trust you more when you get it done in 3.  Remember, these people have never worked with you before and you’ll have to convince each other to do all sorts of things and make a lot of group decisions so building trust should always be on your mind.  Under-promise, over-deliver is the name of the game.

Don’t get into long conversations about titles or equity, the odds that you’ll turn this into a business are really low and these conversations involving money, power, etc. can really get you off track.  If you’re talking about this, it should be because you’ve successfully got a proof of concept and a business model.

Build a Culture That Launches

Make sure you recruit developers first, without them nothing else happens.  If you’re short on talent make sure to keep recruiting through the event, there are disfunctional groups falling apart and re-forming the entire time.  Snap up the best people by whatever means necessary.

Focus on getting to proof of concept fast with as few features a possible.  There is going to be all sorts of conflict, you’ll be working with people you’ve never met before, and there’s a learning curve for that.  You have to protect your team against anything demotivating – so try to get tangible results to celebrate as soon as possible.  Even if it is broke ass ugly, it’s better than nothing.

Pick an idea you know how to build, over an idea that it just effing cool. Take an inventory of the skillset of your team members to make sure your idea is realistic.  Bonus points if it could conceivably be a business with revenue unrelated to advertising.  You might find that by building something simple first you actually end up with enough time to also add that other cool stuff that was icing on the cake.

Get customers right away, don’t wait – use other attendees, etc. to test out your product and give you feedback, or recruit customers using social media tools.  Create a beta user list with Google Docs and treat those people like gold.  The more information you can process and iterate on, the better your product is going to be.  This might seem obvious, but a lot of group try to be really secretive.  The truth is no one cares what you’re building, they’re busy working on their own stuff.

Start thinking about how to present your product early, on Saturday night if possible.  This exercise of explaining what your product does to other people will actually help your product development process, pointing out parts that are confusing or overly complex.  If you are going to do a live demo practice A LOT – it’s Murphy’s Law that something will go wrong, plan to roll with it.  Slide decks are pretty boring, live demos are better.

I’m realizing the event is close approaching and there is still a lot left to say, but I’m going to post this and tweak it as I go… kind of like what you should do this weekend.  If you’re in SF, see you there – if not, my best wishes to everyone in Seattle – I hope you launch!  Drop me a note on Twitter @DanielleMorrill if you want to make sure we connect while we’re there.

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From Paul McCartney to Vampire Weekend, some of the nation’s favorite bands are on tour this summer, and most music lovers don’t want to miss a beat.  Our favorite performers are occupying some of our favorite venues on a nightly basis, and the concert going experience could be greatly enhanced by working in tandem with an IVR system.  There is an air of excitement surrounding everything involving the concert going experience and if vendors were to set up an IVR system, consumer’s encounters could be greatly enhanced.  The system could initially be set up so that concert goers could purchase tickets for their preferred act from virtually anywhere in the world.  Due to obvious concerns about scalping and hoarding, precautions could be put in place to ensure that callers from each number could only purchase a certain number of tickets.  The system would then have the capacity to store the consumer’s information, ensuring as fair and equitable a distribution of tickets as possible.  IVR systems with Plum Voice are designed to have infinite scalability, and from four ports to thousands, clients can build any size of system they desire.  In this way, systems would be prepared for the huge influx of calls when tickets go on sale.

Through the use of database integration, an IVR concert system could collect, process, and store user data so that they would only have to enter their payment information once, ensuring faster turnaround on their ticket procurement time.  In addition, they could find out about venue features, pre-order refreshments and merchandise, and find out about transportation options.  If a system could allow users to pre-purchase all of their concert accommodations in advance, it would allow people to carry around minimal amounts of money, making the experience breezy and stress-free.  Furthermore, subscribers to a concert provider’s IVR system could also preview tracks, find out information about set lists, and discover fun facts about their preferred musical ensemble.  An IVR system would both enhance the enjoyability level of the concert experience, and include practical IVR applications that streamline process as well!

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July 22, 2010

In April I blogged that Nuance was on the acquisition trail again having acquired or in the process of acquiring their second company this year, after three in 2009, four in 2008, and seven in 2007. They have not disappointed. In June Nuance snapped up ShapeWriter – not a speech technology company that most people would think of, but instead related technology with predictive text. This week Nuance was at it again, but this time in the contact center space, with the acquisition of iTa out of Australia. This acquisition will help bolster Nuance’s contact center services offerings in the company’s Enterprise Services division. From my perspective, despite the economy, acquisitions seem actually up this year as a whole, in telecom, speech technologies, etc.

Today brought news that West Corportation had acquired TuVox, who I have thought of as an acquisition target for awhile now. This marriage is actually a pretty good one for West as they have long been a provider of outsourced self-service and contact center services, which is an area that is getting a ton of attention and competition right now from just about every enterprise contact center player in the market. There have been a number of players, such as Syntellect, Convergys (Intervoice), and Genesys who have been providing both enterprise and hosted solutions for years, and of course there are vendors, such as West who have been the big guys in the hosted space. But it seems that the legacy enterprise vendors, such as Cisco, Interactive Intelligence, Avaya, etc., are all getting into or have announced in the last year or so, hosted offerings of their own. This puts a lot of pressure on the legacy hosted providers to be more competitive. Tuvox, with its VoiceXML development tools will go a long way in enabling West to port their older applications over to VoiceXML. TuVox’s application development methodology should also help speed up the deployment of self-service applications, making West more nimble in a ever more competitive environment.

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Outbound IVR is used by businesses and pollsters to proactively communicate with customers and populations through the phone via an automated call script.  Once a call is connected, an interactive dialog delivers and collects information to the callee by integrating with a database system.

Administrators of outbound IVR campaigns need to know if callees received their calls or if they were not delivered due to busy signals, operator intercept, or answering machines.  In addition, some businesses and organizations play different messages based on the callee type.   In order to report the callee type and provide a mechanism for the IVR call script to play different messages to humans and answering machines, the Plum platform supports a feature called Callee type detection.

Callee type detection will distinguish whether or not a human picks up the phone before the call script is invoked, thus allowing for greater dynamism and control over the message played to the callee.

For more information, please see Plum’s Outbound Developer’s Guide at http://www.plumvoice.com/docs/hosting/

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Would you like to present your startup to an audience of technologists, C-level executives, fellow entrpreneurs and venture capitalists?  If your startup is leveraging communication technologies like voice, video, or SMS?  You can apply to present here.

Helping Showcase Twilio-Powered Startups

Startups powered by Twilio have some exciting successes this past year, with Precision Polling being acquired by Survey Monkey earlier this year and entrepreneurs from a handful of companies quitting their jobs to work on their new businesses full time (more on that in future posts).

We believe in helping developers and entrepreneurs showcase their work, which is why we have become a major sponsor of this event.  Additionally, we will fly 2 members of any Twilio-powered startup accepted into the final list of presenting startups to Los Angeles and pay for your hotel while you're there.  Make sure to apply!

Meet SayHired - Last Year's Twilio-Powered Startup

Sayhired-logoSayHired, a company using communications technology to simplifying the recruiting process, joined us in Miami last year as we travelled to the first StartupCamp event focused on communications, at ITEXPO East.

Since then the company has continued to grow, landing several notable clients and partners.  As of this writing, their website claims "4,534 hours saved".  They use Twilio's voice API to power automated phone screens, which remove the recruiter from the process until after the initial screen and allow them to get through many more candidates.

Attend and Discover

Will you be at ITEXPO, or are you local to Los Angeles?  Register to attend this free event and come find out what innovative young companies are doing with our revolutionary cloud communications technology!

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The deal increases West's speech applications and professional services expertise.

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Speech-driven automated attendant solution transforms corporate directories into productivity tools.

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July 21, 2010

This morning, I ran into my local coffee shop in a bit of a tizzy.  I was running a bit late, and I hadn’t yet had my morning coffee or managed to eat anything for breakfast.  The site that befell me upon entering the restaurant was a bit disconcerting, as there was a line of about 17 people ahead of me that had the same idea I did.  As I willed away the minutes waiting for my turn to place an order, I was wishing that my preferred restaurant had an IVR system in place to collect and process my order, remember my preferences, and submit my payment information.  Restaurants worldwide could utilize Plum Voice Survey or QuickFuse to build applications that process and store customer data exactly in this manner.  These applications wouldn’t take away from employee time, as each system could be set up with data integration capabilities.  The system would receive an order, process it, and even allow the consumer to make a payment telephonically.  Restaurants could cut wait times by having the order ready upon the customer’s arrival, minimizing line lengths and moving traffic through more quickly.   It would be an ideal situation on both ends of the spectrum, as the IVR would minimize customer wait time, and allow restaurant employees to process orders and payments more quickly, allowing for a larger volume of satisfied customers overall.  Additionally, the system could be used to make reservations at restaurants, inform and store customer data and preferences, and even give diners the opportunity to submit restaurant reviews.  This is just another way Interactive Voice Response and VoiceXML are improving eating habits and streamlining customer dining experiences!

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Check out what Nuance's own Amy Livingstone has to say about customer loyalty vs. satisfaction and some great strategies to promote loyalty through the contact center. (Please visit the site to view this media)...(read more)

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In the upcoming Jam Session, Tobias Goebel will show you how to use VoiceObjects as the front-end and IMified as the back-end to deliver self-service over SMS with unmatched ease of development and time to market.

Join us for this session on July 22nd, 8:00 AM Western, 11:00 AM Eastern, 5:00 PM Central European.

REGISTER NOW

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Loquendo TTS now supports Portuguese Language Orthographic Agreement.

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July 20, 2010

Twilio Meetups are happening everywhere! Come show off what you're working on, get help with the API, and enjoy some food and drink with other Twilio developers. Not on the map? Be bold, organize a Twilio Meetup in your neighborhood.

Expect Awesomness

Each Twilio Meetup will be different, but I'm sure they'll all be awesome. You can expect to see demos of cool apps, OpenVBX applets, how-to sessions, mashups with familiar applications, hackfests, and games. One thing is for certain, you'll get to meet smart and interesting people.

Upcoming Twilio Meetups

We've got Twilio Meetups scheduled to happen all over the United States, here's a quick look at the next five events.

Organizing a Twilio Meetup is Easy

Really, it is. Just find a venue and set a time. Cafés and bars are often happy to host Meetups, just make sure to choose a place that's suited to your format. You won't be able to demo your apps very easily if the music is blaring.

Feel free to experiment. Host a Twilio art party or an app brainstorming session. Whatever you can dream up is fair game, it's important that you make the event your own.

Once you've picked the venue and time, add it to our Meetup Everywhere page and promote it in your 'hood. Tweets, blog posts, and mailing lists are the best way to get your event noticed. You can also tell us and we'll help you promote it.

Twilio Fans

Capture Your Event

Don't forget to take pictures and notes on what you covered. Video and links are great too! We'd be thrilled to share stories from your events on our blog.

Need help?

We don't want hackers to go hungry, so we're offering to sponsor pizza and soft drinks. Let us know if you have any special requests or needs. We can help you arrange a venue, find supplies, and even connect you to other Twilio developers in your area. If you have questions, or need any help at all shoot us an email.

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A few weeks ago, I wrote a blog post about a now infamous land deal in Delaware between the state’s Department of Transportation and a close personal friend of the former governor, Ruth Ann Minner.

Following a series of scathing newspaper articles and editorials about the deal, the current Administration began constructing new regulations to govern the long-term lease of public lands by the Department of Transportation.

My post was written primarily in reaction to comments made by the current Secretary of Transportation (who, by the way, was the Secretary under the former governor when the sweetheart deal was granted) which suggested that she did not want to see an outside body review potential lease deals.

At the time, I suggested that this was a defining moment for the current Governor, who campaigned on opening up state government to more scrutiny and enhancing transparency:

I would suggest that this is a litmus test moment for Governor Jack Markell on transparency. It’s time for him to put his actions where his rhetoric has been.

Governor Markell should immediately direct DelDOT to develop a system for leasing public land for private development that is open and accountable. The current system used by DEDO should be emulated with an emphasis on public review of proposed leases with an opportunity for Delaware citizens to access details of proposed leases and raise questions.

In reviewing the proposed regulation submitted by the Department of Transportation in the wake of this scandal, I’m pleased to see that a some public review mechanisms have been included, despite the earlier comments of the Transportation Secretary. It’s also somewhat reassuring to see that the responsibility for determining if a below-market value lease of publicly owned land is approved rests with an oversight body - the state’s Council on Development Finance.

Having said that, there is room for improvement. For one, I can’t figure out what decade this regulation was written for.

The State of Delaware has spent millions on an infrastructure for publishing and managing state agency web sites. The State (including the Office of the Governor itself) has devoted countless hours to using social media platforms, including a massive overhaul of the State’s web site to highlight the social network accounts of state agencies.

And yet, nowhere in the proposed regulations does the word “Internet” appear. Or the word “website.” The regulations would require only that the Department of Transportation advertise a proposed lease of public land at a below-market rate in a “newspaper of general circulation in the county in which the parcel is located.” How 1975 is that?

It’s worth noting that the current Governor campaigned on his record as a technology executive, and his past participation in efforts to modernize the state’s IT workforce. It seems somewhat ironic then that this proposed regulation (written in concert with the Governor’s own legal counsel) could — from a technology perspective — easily have been written for a time when the Governor was in high school.

I guess I’m just curious why Twitter is appropriate for telling Delaware citizens to conserve water, but not to inform people of a potential lease opportunity of public lands.

Sunlight is indeed creeping into Delaware Government. Very, very slowly…

a

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Stashboard-logo-new Some of you may have noticed Twilio's shiny new API Status page at http://status.twilio.com.  We're excited to announce that Twilio finally has a modern status page and not only that, we open source it!  Yup, you too can download the code and host your own SaaS or API status page. Learn more at http://www.stashboard.org.

Introducing Stashboard

Stash-hatStashboard is a status dashboard for APIs and software services. It's similar to the Amazon AWS Status Page or the Google Apps Status Page. Businesses and individuals have come to rely on hosted APIs and cloud service providers for email, CRM, sales, phones and more, however, many have poor or non-existent status pages.  Enter Stashboard!  

Stashboard is designed to provide a generic status dashboard for any hosted service or API. The code can be downloaded, customized, and run on any Google App Engine account.

Screenshot      • Manage the status of many API or SaaS services

    • Set custom status messages and icons such as Up/Down

    • Show historical status for each service

    • Runs on Google App Engine so it's independent of your in-house infrastructure (unless your app is on GAE)

    • Full REST API for both getting and setting status information

    • CNAME to http://status.yourapp.com

    • Rich client or basic rendering architecture

Stashboard is written in Python and hosted on Google App Engine.

Head over to stashboard.appspot.com to try the latest version.

It's Got APIs, Too

Stash-crazy  Twilio's new status page and Stashboard also support a full REST API to let you both push and pull events and service status information.

(1) Getting status data: using the REST API you can request status data and integrate realtime data into your web application.  For example, at Twilio we use the REST API to add a banner to the top of our internal intranet to inform all employees about the status of our APIs.

Stash-tie  (2) Putting status data: you can also add new events and change status information using the Stashboard REST API (using the authenticated methods).  For example, you could wired up your Nagios, PagerDuty, or internal application alerts to automatically update your status page.


We hope you enjoy Stashboard!  Drop us a line if you deploy it for your app or have any questions.

Stashboard-example  

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VoiceXML (VXML) is a programming language used to script call flows that interact with database systems to automate phone calls.  VXML is used in conjunction with speech recognition and text-to-speech technology to create a dialog with a caller without the need for human intervention.  VXML is used in modern IVR systems and is an open standard supported by the W3C.  It was created to leverage web programming skill sets and web architecture as well as to move IVR application development away from proprietary and obscure programming languages.

VoiceXML IVR systems are gateways that process phone calls and parse or interpret VXML scripts.  These scripts typically live on a separate application server that interconnects with a database system through server-side scripting.  VoiceXML gateways can live in the “cloud” or can be deployed onsite via server hardware that connects to Telco or VoIP networks.

Developers can sign up for free access to Plum’s VoiceXML platform at http://www.plumvoice.com/developers

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Avaya Aura Communications Platform powers new applications and redefines the economics of real-time businesses communications and collaboration.

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OnSIP customers can now receive transcribed voicemails in their email inbox.

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The company is adding 100,000 new paid 'Bubblers' per week and plans rollouts in other countries.

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New management team and customer deployment announced.

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July 19, 2010

There is nothing more relaxing on a hot summer day than reclining, grabbing a cool beverage, and curling up with a good book.  However, for most of us, finding the free time to partake in such an activity is difficult, as free time for most is elusive at best.  From Harry Potter to Hemingway, avid book readers could enjoy their favorite tomes on the go and from virtually anywhere through the use of a good IVR system.  An IVR system by Plum Voice could be put in place so that subscribers could quickly and easily have access to their favorite novels.  The IVR system could have access to a database full of novels and short stories by hundreds of authors.  Readers could call in, even on the go, via a Bluetooth accessory from their car or while riding the subway, and decide which selection they wanted to hear.  After their selection has been made, they can sit back, relax, and listen to the story unfolding.

IVR systems could process payments, store data on literature, categorize literature, allow users to hear their choice novel read to them in their choice of language and dialect, and even allow the system to use voice talent to record the novel.  As a modernized update to books on tape, administrators of an IVR system could use any voice talent that they choose to read the book.  With the use of Plum’s software, subscribers can hear their favorite prose in their chosen language as well.  Users have the ability to hear Candid in French, or One Hundred Years of Solitude in Spanish, making the program that much more accessible to all users.  In addition, the system could be used to conduct national and international book clubs and meet-ups telephonically.  As an added perk of being a subscriber to an IVR system like this, users would have access to other users reading the same book, forming discussion groups and facilitating conferencing.  Readers who integrate with an IVR system to listen to their favorite books will benefit from the accessibility and usability of an IVR service, and moreover, will just get to enjoy more of their favorite books in half the time!

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As a growing number of you have been asking us about VoiceObjects Developer Edition on Macintosh, we’re happy to announce that an Early Access version of it is available now in the download section. It still has a few imperfections here and there, but we’d love for you to give it a spin and provide [...]

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Centuri Messenger application to be integrated with NetBorder Express.

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July 18, 2010

I was just reading Juliana Kenny’s article on TMCnet, entitled, ‘Horror Gets More Horrifying with IVR’, and I followed the link out to YouTube to see the movie trailer she talks about. Yikes! This has to be the most interesting use of speech recognition I’ve ever seen or heard of.

It is a trailer for a movie called ‘Last Call’ in which the viewers register their cellphone numbers to be randomly called as audience participants in a horror movie. Using speech recognition the application randomly calls a registered moviegoer, and they get to interact with, or direct, the actions of the protaganist in the horror movie. My words cannot do this justice, you need to go see the trailer for yourself.

Someone let me know where I can see one of these – in English though. If I had to use German, like in the trailer, I’d send that poor actor right to their death!

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July 16, 2010

Engkey, is a squat little robot that looks a little like a futuristic Russian nesting doll.

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Another summer weekend is upon us, and one of my favorite ways to will away the long, hot summer days is attending farmers markets and procuring fresh, ripe produce.  For me, nothing is more exciting than cooking an al dente pasta dish full of fresh veggies, and following it up with a fruit laden dessert.  Lucky for me, we are in the height of the fresh produce season, and I have access to all the tomatoes, squash, and watermelon I desire.  A great way to free up some of my time, so that I can hit a multitude of farmers markets, is to set up an IVR system that details farmer’s market locations, hours, and product offerings for the week.  With this system, vendors could call in to a working IVR application and update their offerings, booth location, and special deal information throughout the week preceding.  Visitors to the farmers market could then call in, procure information on their desired goods, coordinate hours and times, and select which farmers markets are most closely offering their sought-after products for the week.  In this way, avid farmers market goers like myself can coordinate their schedules so that they hit every venue possible, and come home prepared for the week with a load of fresh produce.

Another great option for those hunting down the freshest of greens, are farms that allow consumers to pick their vegetation themselves.  Even for those in the largest of metro suburbs, these so-called pick & pay farms are typically a one to two hour drive away.  Farm goers can show up and have their selection of vine-ripened tomatoes, fresh cantaloupes, and exquisite peppers.  In the same manner as the farmers market, an IVR system could be incorporated to make these farms user accessible and inviting.  Users could call in, enter their location, get directions to the farm from their current locale, hear about the produce options that are ready for picking, and learn about activities and deals at each farm.  I myself am looking quite forward to kicking off a produce hunting weekend, and am only wishing that such an IVR existed to make my search that much easier, and my time that much more valuable!

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Interestingly, a lot of hits on our NuGram web site come from people looking for the words ABNF tutorial on one of the major search engines. And although we provide great tools for working with ABNF grammars, we don’t provide any introductory text on the ABNF syntax. That’s a shame! To remedy this situation, I just [...]

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facebooklogo-2-1-1.jpgDo you use a WordPress plugin to publish your posts to a Facebook Page? If so, which one?

I’m looking for a new solution to link this site to our Facebook Page at www.facebook.com/voxeo. Right now I’m using Facebook’s ability to import a RSS feed to pull in all blog posts from the entire blogs.voxeo.com site into our Facebook page. I’m just pulling in our “All Blogs” feed.

Here’s the problem – Facebook is incredibly inconsistent with pulling in the RSS feed. Sometimes a post here gets pulled into Facebook quickly… other times it might be hours after posting… sometimes days later! Sometimes no articles get posted to the Facebook page and then a whole batch of posts gets posted all at once.

It’s rather frustrating.

So what I want to do is reverse the process. Instead of waiting for Facebook to pull our posts from the RSS feed, I want to push our posts over to Facebook right after they are published here. Essentially the same kind of thing we are doing to our Twitter account.

In looking at all the various WordPress plugins related to Facebook, it looks like this plugin might do the trick:

Simple Facebook Connect

The description includes this line:

  • Automatically Publish new posts to Facebook Profile or Fan Page

Which sounds like what I want.

Anyone use this plugin today? Do you use another plugin to publish to Facebook?

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Last updated: July 29, 2010 06:02 PM All times are UTC.
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