VoiceXML: Strategies and Techniques for Effective Voice Application Development with VoiceXML 2.0

Chetan Sharma & Jeff Kunins, John Wiley & Sons



Table of Contents

Ch. 1 Pervasive Computing and Voice 1
Ch. 2 Speech Recognition and Synthesis - The Basics 15
Ch. 3 The Birth of VoiceXML: Bringing the Web Development Paradigm to the Phone 29
Ch. 4 VoiceXML for the Enterprise: Deployment Challenges and the Rise of Voice Application Networks 45
Ch. 5 Setting Up a VoiceXML Development Environment 65
Ch. 6 VoiceXML Programming 89
Ch. 7 VoiceXML Reference 143
Ch. 8 VoiceXML Grammars and Speech Synthesis Markup Language (SSML) 253
Ch. 9 Dynamic VoiceXML: Generating Voice Applications from Server-Side Data 283
Ch. 10 VoiceXML Security 315
Ch. 11 The Voice Application Life Cycle 329
Ch. 12 Designing an Effective Voice User Interface (VUI) 343
Ch. 13 Building an Application: A Case Study 375
Ch. 14 The Future of Voice/Voice XML Solutions 391
Ch. 15 The Final Word - Strategy, Applications, and Conclusions 419
App. A VoiceXML Tips and Tricks 429
App. B App. B: Acronyms 437
App. C References and Recommended Readings 441
App. D Useful URLs 445
  Index 453

VoiceXML unites the power of the Internet with the ubiquity of the telephone, making it possible for businesses to replace legacy, proprietary IVR platforms with a unified architecture for delivering automated self-service from any device. Without exception, every major voice and call center technology company has embraced VoiceXML, and tens of thousands of developers have already begun building and deploying VoiceXML applications. In this book, experts Chetan Sharma and Jeff Kunins explore this powerful technology and offer you a clear understanding of VoiceXML, its history, and its business uses.

Providing insights that will help your company improve customer service quality and reduce costs, this informative reference manual introduces you to VoiceXML and serves as a practical programming resource for professional VoiceXML developers. You’ll learn how to create a VoiceXML development environment, and receive tutorials on topics such as VoiceXML 2.0 vendor-independent grammars and deployment options for successful voice applications. Two appendices contain the source code for field service case studies and various VoiceXML tips and tricks. Along the way, you’ll discover:

  • VoiceXML programming and security
  • Comparison of network-based and premise-based deployment options
  • The voice application life cycle
  • Designing effective Voice User Interface (VUI)
  • A case study of building an application
  • Dynamic VoiceXML: Generating voice applications from server-side data
  • Various elements to consider while implementing your voice strategy
  • Challenges and innovations of the future

The CD-ROM contains code from the book, as well as toolkits and white papers from leading vendors such as Motorola, IBM, and Nuance.



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