Voice SIG: VoiceXML and the Enterprise Contact Center

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Description



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    Speaker

    Mukesh Sundaram, VP of Engineering and Co-Founder - Telera

    Location

    Cubberly Community Center

    4000 Middlefield Rd. Room H-1

    Palo Alto, CA

    Agenda

    6:00-6:30pm Registration / Networking / Refreshments (Free Pizza!)

    6:30-8:00pm Presentation / Q&A

     

    Cost

    $10 for non-SDForum Members

    No charge for SDForum members and students with ID

    Presentation Overview

    VoiceXML has become the defacto command and control language for voice browsers. This enables a new class of service providers to offer Enterprises the ability to outsource the infrastructure for automated voice services, while retaining total control. This talk examines the broader business requirements of Enterprises to take advantage of this new capability, and the alternative architectures to integrate with the existing contact center infrastructure.

     

    Speaker Profile

    Mukesh Sundaram

    Mukesh Sundaram is CTO and Vice President of Engineering for Telera, which he co-founded in 1998. Telera, the Voice Web Infrastructure Company, provides a network-based voice application platform that Fortune 500 and Internet companies are using to increase revenue and improve customer care by bringing the power of the Internet to the telephone. He did post graduate work at the University of Illinois, followed by over 20 years of product development at companies such as Comsat, Ungermann-Bass (later Tandem), Excelan, Novell and VOIS. He pioneered Internet products at Excelan, an early commercial TCP/IP (1985) vendor, and was later responsible for engineering of the ManageWise product suite at Novell.