AC Voca Voice Recognition Solutions for Enterprises

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Rosalind Wright
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1 AC Voca powered by AudioCodes is a state-of-the-art voice recognition solution family designed to elevate business and customer service productivity in the enterprise space. AC Voca s voice recognition solutions, combined with AudioCodes industry-leading telephony & voice networking expertise, offers cutting-edge Voice.AI technology that improves business productivity of hundreds of organizations worldwide. The AC Voca solution portfolio includes a variety of voicerecognition solutions for both large enterprises and small to medium businesses who are looking to upgrade their employee productivity or customer service experience, while improving operational costs regularly associated with customer service. Whether an enterprise service provider or an end-customer, AC Voca is designed to cater to all types of organizations from various business verticals: Healthcare, Entertainment, Education, Municipalities, Telecommunications, Retail, Industry manufacturers, Banking, Finance and more. Vast Mediation Capabilities and Proven Interoperability Full support in English (U.S.) and German (DE) - with a wide range coverage of dialects and accents Available as cloud or on-premise deployment (per customer s demand): Cloud deployment over AWS or private cloud; Onpremise deployment over AudioCodes SBCs/Gatways or virtual machines Seamless integration with any organizational PBX or IVR system Automatic contact information or department list synchronization via Active Directory or CSV Integrated AudioCodes SBC/Gateway with Proven Interoperability AC Voca on-premise solution deployments are based on the AudioCodes Mediant 800, providing instant, secured connectivity to any organizational PBX (analog/legacy or IP-PBX) and extended interoperability for various industry-standards and leading IP-PBXs currently available in the market. Multi-Tenancy AC Voca solutions are developed with a multi-tenant capability, providing multiple levels of administration and control from solution-providers to tenants (where a tenant stands for an end-customer). Multi-Tenancy is available for all AC Voca deployment options. High Availability AC Voca provides Active-Active High-Availability for both onpremise and cloud-based deployments. Coupled with the AudioCodes Mediant 800, customers can enjoy complete interruption-free service when experiencing hardware or network connectivity issues. Scalability AC Voca solutions are built in a multi-server and multi-client architecture, enabling easy scaling of solution deployments from single to multiple channels, effectively supporting larger call traffic volumes. Deployment Options AC Voca can be deployed on a private cloud, public cloud (over AWS), or on-premises. For any deployment type, the solutions will utilize the AudioCodes Mediant 800, or a hosted virtual machine(s).

Powerful Voice Recognition Engine with Enterprise Expertise AC Voca solutions utilize a fully self-developed Automatic Speech Recognition (ASR) Engine that provides more than 90% accuracy in voice

By using AudioCodes ASR, AC Voca solutions provide enterprises with high flexibility, full customization and rapid optimization for any industry or grammar needs.

branches or any other directory listings. Call flow is easily managed using a simple web management interface allowing AC Voca solutions to be quickly adapted to customer s requirements and needs.

2 Powerful Voice Recognition Engine with Enterprise Expertise AC Voca solutions utilize a fully self-developed Automatic Speech Recognition (ASR) Engine that provides more than 90% accuracy in voice recognition, with a wide coverage of dialects, accents and industry-related jargons used by everyday callers. By using AudioCodes ASR, AC Voca solutions provide enterprises with high flexibility, full customization and rapid optimization for any industry or grammar needs. Enhanced Calling Assistant Solutions AC Voca includes integrated DTMF and voice recognition capabilities, allowing voice based inbound and outbound call routing for contact names, departments, branches or any other directory listings. Call flow is easily managed using a simple web management interface allowing AC Voca solutions to be quickly adapted to customer s requirements and needs. AC Voca provides end-customers and service-providers easy access to configure their AudioCodes voice recognition solutions. The web management interface enables easy customization of the AC Voca solutions with minimal training and includes a flexible call flow builder for easy, real-time tailoring and manipulation of spoken terms, solution behavior and user flows. Real Time Analytics Reporting The AC Voca includes in-depth call traffic reports and analytics such as: overall performance, call details records (CDRs), on-demand playback of caller requests, calling peak times, call duration, transfer rates, peak concurrent channels usage and daily/hourly calling statistics. This usage data allows linguistic and performance analysis for ongoing optimization, as well as providing business intelligence insights regarding the organization s incoming and/or internal call traffic.

Contact Information Database Synchronization AC Voca supports secured periodic synchronization of the organizational contact or department list from Active Directory, as well as importing lists from

In use-cases where continuous contact synchronization is needed, a scheduler fetching service is available for retrieving the most recent contact or department data.

3 Contact Information Database Synchronization AC Voca supports secured periodic synchronization of the organizational contact or department list from Active Directory, as well as importing lists from an external CSV file via the AC Voca. In use-cases where continuous contact synchronization is needed, a scheduler fetching service is available for retrieving the most recent contact or department data. Guided-NLU: A Powerful Customization Engine For Spoken Terms and Everyday Vocabulary AC Voca Voice Recognition technology includes built-in, industry specific spoken jargon support using its powerful Guided-NLU (Guided Natural Language Understanding) engine. Solution administrators can easily create multiple speech recognition lists for different enterprise categories and use-cases, configure their desired behavior, add alternate names, synonyms & acronyms, as well as nicknames or aliases. The Guided-NLU capability allows the AC Voca ASR engine to recognize unique enterprise terms such as product and model names, job titles, department names and more. For specific industries, AC Voca provides a rich built-in glossary and grammars for various enterprise domain terms that are part of an industry-specific or use-case-specific jargon. VocaNOM Mobile Application VocaNOM - a smart voice-driven internal communication assistant offers a designated mobile app for ios & Android, providing seamless enterprise voice communication assistance, with which employees can call, , WhatsApp and text from anywhere, anytime - even on the go. The VocaNOM recognition engine is driven by AI Speaker Adaptation technology, providing high accuracy rates with no Internet connection required. Additionally the VocaNOM mobile app includes a built-in Automatic Caller ID feature, allowing employees to see who s calling them from the enterprise, even when the calling number isn t stored locally on their smartphone (i.e. an unfamiliar office extension). The VocaNOM mobile app is available for cloud deployments only. Analytical and Linguistic Tools AC Voca incorporates analytical and linguistic tools that provide usage and activity insights, including voice recognition performance. By using these tools, AudioCodes linguistic analysts can rapidly optimize the performance of the voice recognition performance, based on everyday language trends. VocaSDK AC Voca Software Development Kit (SDK) - the ultimate mobile voice-recognition engine, is designed for software developers and integrators and provides immediate enhancement to any mobile application. With VocaSDK, any 3rd party mobile application, on both ios and Android, can instantly enrich its user interface with natural voice commands. These voice activation capabilities with high accuracy rates are backed by AI-driven Speaker Adaptation technology. A complete VocaSDK document set is available, allowing fast embedding with minimal coding. With VocaSDK s ability to work completely offline (as the voice-engine doesn t require any Internet connectivity to operate), alongside usage analytics and playback of any spoken user commands for ongoing optimization, users can enjoy an innovative, friendly and intuitive voice-driven user-experience. VocaASR VocaASR is an Automatic Speech Recognition (ASR) engine built for direct integration with IVR, call-center platforms and Windows servers. This engine offers immediate, seamless enhancement of 3rd-party applications with the AC Voca enterprise-class voice recognition capabilities.

4 Connectivity, Management and Call Flow Specifications (On-Premise, Cloud) AC VOCA ON-PREMISE CONNECTIVITY AND MANAGEMENT The customer s PBX can be seamlessly connected to the AC Voca server through an analog (FXO) or SIP trunk interface AC Voca can fetch any organizational contact list from Active Directory or from a CSV file AC Voca On-Premise Deployment (using AudioCodes Mediant 800) AC Voca On-Premise Deployment (using Virtual Machines) Internal Callers Internal Callers Virtual Machines AC Voca Application Virtualized SBC AC Voca Application External Callers HTTPS External Callers SIP HTTPS Organizational PBX Mediant 800 SBC/Gateway sldap HTTPS sldap HTTPS Active Directory CSV File Contact Information Database Active Directory CSV File Contact Information Database SIP CALL FLOW The call arrives to the PBX on the AC Voca DID The PBX redirects the call to the AC Voca server AC Voca communicates with the caller and then sends the call back to the PBX with the required destination information (SIP REFER) The PBX transfers the call to the desired destination AC Voca disconnects the call with the PBX AC Voca s On-Premise Call Flow (using AudioCodes Virtual Machines or Mediant 800 SBC/Gateway) AC Voca Application Virtual Machines OR Internal/External Call Organizational PBX Mediant 800 SBC/Gateway Virtualized SBC AC Voca Application

5 AC VOCA CLOUD CONNECTIVITY AND MANAGEMENT The customer s PBX is connected to AudioCodes or any other SBC/Gateway through an analog (FXO) or SIP trunk interface The SBC/Gateway allows secured access from the customer premises to the AC Voca cloud A sync application (contact list synchronization service) is installed on the customer s site in order to retrieve the organizational contact list from Active Directory or from a CSV file, and delivers it to the AC Voca cloud server in a secured manner AC Voca Cloud (AWS) Deployment Customer Premises Internal Callers External Callers SIP/Analog SBC/Gateway TLS Internet Service Provider (ISP) TLS HTTPS HTTPS AWS Firewall Organizational PBX Customer Premises Contact Informaion Client SIP CALL FLOW The call arrives to the PBX on the AC Voca DID The PBX redirects the call through the SBC/Gateway to the AC Voca cloud server The SBC communicates over SIP with the AC Voca application AC Voca communicates with the caller and then sends the call back to the PBX through the SBC/Gateway with the required destination information (SIP REFER) The PBX transfers the call to the desired destination AC Voca disconnects the call with the PBX AC Voca Cloud (AWS) Call Flow Active Directory CSV File Contact Information Database Internal/External Call Organizational PBX Customer SBC/Gateway AC Voca Application on Cloud

6 AC Voca Application Architecture VUI AC Voca Application Specifications Organizational Contact List Size Cloud On-Premises Capacity Concurrent Channels Security Contact List Synchronization Signaling and Media Transport Connectivity to AWS Cloud General Features and Services Voice Recognition Engine Languages Text to Speech Languages (TTS) Voice Prompts Dialing Plan Manipulation Time-based Services Time Zone Support Privacy Rules Web Services and REST API Support Remote Access Up to 3,500 Contacts (For larger deployments please contact you sales representative) Up to 25,000 Contacts Up to 40 concurrent voice recognition sessions per server Access to Active Directory via LDAP/sLDAP; Database update over HTTPS Secured & encrypted using TLS/SRTP Secured over HTTPs Secured and encrypted over HTTPS Support for English (EN-U.S.) and German (DE-DE) Support for English and German Available built-in system prompts with an option to upload prompts for customized and professional recordings Supported for when there is a need to manipulate outgoing dialed numbers Flexible service configuration options for different solution behavior(s) during non-working hours or other time-schemes Allows different time zone settings Different flow and menu behavior for various caller groups For easy integration with external, 3rd party enterprise systems and applications The system can be accessed remotely for configuration, monitoring and maintenance

7 AudioCodes Mediant 800 Main Specifications Operating System Microsoft Windows Server 2012 R2 Networking Interface 4 ports 10/100/1000Base-T Telephony Interface 8 analog FXO ports using RJ-11 connectors Control Protocols SIP-TCP, SIP-UDP, SIP-TLS Security for the Session Border Controller (SBC) SIP Header conversion SIP Normalization Survivability IP-to-IP routing translations of various SIP transport types: UDP, TCP, TLS Translation of RTP, SRTP Support SIP trunk with multi-itsp (Registrations to ITSPs is invoked independently) Topology hiding Call Admission Control Call Black/White list OSN Server Platform Application CPU Memory Storage AC Voca software Core i7 4 Core Hyperthreaded 2.1 GHz 16GB RAM 256GB SSD Hardware Specifications Power Supply Physical Dimensions Regulatory Compliance Safety and EMC Standards Physical Dimensions Single, universal V AC 320mm x 345mm x 1U UL , EN , CB certification (TÜV Rheinland) including National deviations EN55024, EN55022 Class A, EN , EN , EN , FCC 47 Part 15 Class A TIA/EIA-IS-968, ETSI ES (FXO Interface)

8 Hardware Specifications for AC Voca on Virtual Machines Primary Server (Low Density) Primary Server (High Density) Additional Channels Components AC Voca primary routing server AC Voca primary routing server AC Voca additional channels server Capacity Up to 5,000 Contacts Up to 25,000 Contacts Additional 40 concurrent channels Quantity 1 1 As required CPU 4 cores 8 cores 8 cores OS Windows Server 2012 R2 Windows Server 2012 R2 Windows Server 2012 R2 RAM 8 GB 16 GB 16 GB Storage 256 GB 256 GB 256 GB NIC 1GB Ethernet card 1GB Ethernet card 1GB Ethernet card Description Supports up to 5,000 users Up to 20 concurrent channels Supports SIP trunks Supports virtualization Supports up to 25,000 users Up to 40 concurrent channels Supports SIP trunks Supports virtualization Supports an additional 40 channels per server Supports virtualization Hardware Specifications for AudioCodes Virtualized SBC Detailed hardware specifications for the virtualized SBC can be found in the data sheet on the AudioCodes SBC Web page. About AudioCodes AudioCodes Ltd. (NasdaqGS: AUDC) is a leading vendor of advanced voice networking and media processing solutions for the digital workplace. With a commitment to the human voice deeply embedded in its DNA, AudioCodes enables enterprises and service providers to build and operate all-ip voice networks for unified communications, contact centers and hosted business services. AudioCodes wide range of innovative products, solutions and services are used by large multinational enterprises and leading tier one operators worldwide. International Headquarters 1 Hayarden Street Airport City, Lod, , Israel Tel: Fax: AudioCodes Inc. USA 27 World s Fair Drive, Somerset, NJ Tel: Fax: AudioCodes Ltd. All rights reserved. AudioCodes, AC, HD VoIP, HD VoIP Sounds Better, IPmedia, Mediant, MediaPack, What s Inside Matters, OSN, SmartTAP, User Management Pack, VMAS, VoIPerfect, VoIPerfectHD, Your Gateway To VoIP, 3GX, VocaNom, AudioCodes One Voice and CloudBond are trademarks or registered trademarks of AudioCodes Limited. All other products or trademarks are property of their respective owners. Product specifications are subject to change without notice. 6/18 V.1

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