There has been lot of talk about video IVR or IVVR ( Interactive Voice and Video response System) recently. Dialogic also has announced recently of their availability of Beta DiaStar™ Server, Version 1.1, “Allowing developers to create video applications for fixed and mobile phones. this brings into variety of existing video features into open source marketplace.” (Dialogic Press release) Indeed a good news for large open source Asterisk IVR/IVVR developers.

Dialogic Releases Beta DiaStar

Dialogic is no doubt the leader in the field of CTI boards, Telephony Signaling products in the world and this initiative by Dialogic to make their existing Video enabled products accessible by open source developer community will boost the development of video IVR applications.

Now, can Video IVR or IVVR can be the next big VAS for Telecom operators ?

I think so and here are my reasons:-

1. 3G is available
3G has been introduced almost everywhere in the world including big Telecom market India by state run mobile service providers BSNL ( Bharat Sanchar Nigam Limited) and MTNL ( Mahanagar Telecom Nigam Limited). MTNL operates in two big Indian metros New Delhi and Mumbai while BSNL operates all circles in India other than New Delhi and Mumbai. 3G is the requirement for video call in the mobile network and 3G enabled phone is the requirement at the user end. 3G enabled mobile phone with twin camera for video calls have been in the market for long time now. Also entry level 3G enabled with camera is now available at less than $100, even in India. So using video applications or services by large number of users is a reality in India.

2. Innovative Video Application
Think about getting an SMS alert about Mahendra Singh Dhoni’s huge six with a link to make video call to watch it! Or an SMS alert informing about Irphan Pathan getting out Ricky Ponting out by a yorker ? Who in India or in Indian subcontinent want to miss it ? Video IVR creates possibility of many innovative video application which will entice user to avail video value added services! If YouTube could be such a hit, video IVR with large contents and innovation would also be hit!

3. Concept of citizen journalism or citizen activism
People are getting used to the idea citizen journalism now. With video IVR, there will be people who would be uploading video footage about events immediately for large audience which will be available simultaneously on internet, TV or mobiles of any 3G users!

4. Customer care
Video IVR may revolutionize customer care and call center industry! With video call, many problems by customers could be solved remotely as proper instruction could be provided to the customer for self-help. Frustration with traditional voice based IVR where they are made to speak to machine, by customers would also reduce as through video IVR, they can discuss with customer care executives face to face!

5. Video Advertising, blogging, cinema etc.
Video blogging can be expected to increase by many fold! Video portal would have much larger audience with 3G users. People would be able to watch trailer on movies before they buy a ticket for it over video IVR! SMS advertising would give away to video advertising now! Watch TV advertising on your mobile!

6. Utility Services
A user will be able to video weather conditions live at any place! Phone banking will be replaced by video banking which will make it more secure as well as personal! It will be very useful in healthcare industry where specialist would be able to instruct many locations simultaneously from a remote location!

So, innovation and ideas are many for video IVR applications! So, if video IVR is introduced after 3G, it may be the next big VAS ( Value added service) for mobile operators!

Whats is legacy IVRS and what is VoiceXML based IVR System ?

Legacy IVRS
Legacy IVRS can be defined as the IVR Software installed on a personal computer and is developed using available native CTI Card APIs. The IVR software is developed for one CTI brand and model and the IVR Software may not work for any other CTI board or even model. Also, this type of IVR Software depends on the telephony interface used between CTI board and telephone exchange.
Legacy IVR software is supposed to control both the telephone interface part as well as VUI ( Voice User Interface). IVR software developer is supposed to be well versed with API provided by one particular CTI board as well as knowledgeable in switch technologies. Legacy IVR software performs every functionality in a interactive voice response system.

VoiceXML based IVRS
VoiceXML based IVR software can be defined as those IVR software which are written in VoiceXML. They normally deal with VUI(Voice User Interface) part of a interactive voice response system. VoiceXMX based IVR Software are neither dependent on CTI board/CTI Model nor interface with telephone switch. Any hardware interaction is performed by VoiceXML interpreter.
VoiceXML based IVR applications mainly deal with call flow of the IVRS. So, to write a VoiceXML based IVR software one may not require to know about CTI boards or any telecom switch!

Comparison
Both legacy IVRS and VoiceXML based IVRS have their own advantages and disadvantages. Though recently, many IVR companies are moving towards voiceXML based IVRS, there are still many die-hard legacy IVRS fans including me. Here I am trying to compare between legacy IVRS and voiceXML mased IVRS:

1. It is not easy to change call flow in a legacy IVR Software due to its strict dependence on CTI hardware used. But since VoiceXML based IVRS is independent of CTI boards, the call change is easy.

2. Programming in legacy IVRS is dependent on the CTI board, vendor and even model as well as the interface with telecom switch, but in case of VoiceXML, it is not dependent on those hardware.

3. VoiceXML based IVRS is much easier to develop as it is more like HTML for web portals and rightly they are said to be voice portals. Legacy IVRS is more difficult to develop as one has to learn about CTI board, its APIs and also its interfacing with telecom switch.

4. VoiceXML based IVRS is independent of operating systems used while legacy IVRS is dependent on operating system used.

5. VoiceXML is standard with fixed syntax. While legacy IVRS is not standardised in a sense that they are developed in wide variety of computer languages and platforms. Some use C++, some VB, some C language. Coding style may differ from one developer to another making it difficult for third-party to improve on a existing legacy IVRS.

Though, while developing VoiceXML based IVRS, one may not be dependent on CTI board or Telephony Interface used, but this is an disadvantage for a developer. They will be hostage to the VoiceXML interpreter. With many CTI manufacturer with various specification, it may not be easy for one VoiceXML interpreter to work on all CTI boards! So, it may not be correct to say that VoiceXML is totally independent of CTI boards.

In a legacy IVRS, developer has complete control of the software. So it is much easier in legacy IVRS to ingerate the IVR software with any other application which may not be possible in case of VoiceXML based IVRS. For example, in a call center, if there is already an existing CRM software and IVRS needs to be integrated with it, then most probably, VoiceXML based IVRS may not be able to integrate, but legacy IVRS can easily be integrated.

Both legacy and voiceXML has advantages and disadvantages. It will be wise to choose one among them as per requirements and usage. In some cases, voiceXML based IVRS may be better ( for example Voice Portal) while in scientific or specific application like medical applications, legacy IVRS is better suited.

My personal opinions.