WTalk is an application frame work for creating IVR systems by domain experts with practically no programming effort. It is designed to integrate with multiple CTI hardware vendors.

WTalk is a complete framework which includes Conceptualization, Script Creation, External System (Database) Integration, Simulation & Testing, Execution (Hosting), Reporting, trouble shooting and analysis. The system is modular in nature and is designed for high reliability.

What makes the WTalk Unique? 		 
WTalk Applications

Webyfy has crated a host of applications using WTalk to prove its flexibility and readiness to roll out applications in the shortest possible time.

To illustrate the capability of WTalk application development frame work, a complex Tele Banking system has been developed.

Tele-Banking Application

More applications can be seen at the IVR Application Hosting Web Site www.bachith.com
  1. IVR scripts can be created by a domain expert using a simple, easy to use web interface.
  2. Interaction with external systems is made effortless through simple configurations and built-in APIs.
  3. Easy integration with multiple TTS and ASR engines through simple domain expert driven web based interfaces.
  4. The test paths provided by the WTalk script generator ensure an error free operation of the system.
  5. Built in Error detection and diagnostic system.
  6. IVR simulator for testing and emulating real life IVR system
  7. The system can work on Analog, ISDN BRI, ISND PRI lines and also in a VOIP system.
  8. WTalk needs only a short time to design and roll out an IVR system. It is very easy to effect corrections or reconfigurations. It takes less than 20% of the calendar days &resources required by a conventional IVR development process.
 

WTalk - Application Development Framework
WTalk is a composite application frame work which enables the users to create complex IVR applications with real time integration with enterprise systems. The following facilities are built into WTalk to enable creation of effective, error free applications which can be rolled out immediately.

Webyfy has evolved design methodologies for conversion of a business need into a business process which can be converted into an IVR process flow.
  1. Initial system study: main objectives of the Project are mapped
  2. Macro Process Mapping: to understand the deliverables of the system and the basic interdependence of each process
  3. Micro Process Mapping: includes prompts, response variations, process input/output etc
WTalk web based script creation Interface facilitates the following:
  1. Differentiate Incoming and out going scripts
  2. Multiple language configuration
  3. Web based interface for creation of IVR processes with events like Play wave, Play TTS, Accept Key Press, Process, Menu Interface, Record Voice, Composite Message, Multiple output Process, Dynamic Menu, ASR, Fax, Disconnect etc
  4. Create Sub Process trees and import into the main script
  5. Define External data exchange process and its data elements
  6. Automatically create Test paths and check resource definitions
  7. Initial validation of the XML generated by WTalk Script generation Interface
WTalk enables multi mode back end integration including remote database connectivity. Some of the data exchange and data loader tools provided are;
  1. Function Creator: Auto data fetch Process creator. Tool for creating functions and DLLs to execute Auto data fetch functions
  2. Resource Validator: To validate essential resources for actions in IVR execution
  3. DLLs to support Dynamic Menus, Language Chooser, Multiple Output Process
  4. Soap Communication: Soap Server, Soap Client
  5. Custom TTS Waves Uploader / checker: To upload and check wave files for Custom TTS.
  6. Scores of Predefined application DLLs for eg: Data fetching: random selection, sequence selection, hierarchical filtering selection etc
WTalk provides extensive facilities to test and validate an IVR process including real life simulation of the IVR system in a PC.
  1. Test Path creator: Identifies all the paths in the IVR process including the error paths. This will be used to test manually or with the simulator
  2. Real Life Simulator: This can create multiple modes of simulations like process stepping, Automatic or manual and real life telephony mode. The simulation can operate in text or voice modes also. These are used to test and check resources. Execution logs will be generated during simulation.
  3. This is also used to demonstrate an application to a customer.

IVR Application Hosting
WTalk has modules which hosts the IVR application created and monitor its execution process & generate reports. It has capability to scale up the hosting servers through a distributed hosting network management system. The controls can be local or through the Internet.
WTalk Engine connects the IVR scripts to telephone lines through the CTI hardware and also to the Enterprise systems / database / TTS/IVR systems.
  1. The multiple scripts can be uploaded into the Engine
  2. Web based Script loader : The scripts can be run as scheduled and non-connected calls can be rerun
  3. Web based Process Execution Monitor : Provision to have near real-time monitoring of calls and the individual process modes remotely over the internet
  4. WTalk also has built in systems for management of Scalable Infrastructure
  5. Remote database / process connector : WTalk process Tunnel helps to connect to other systems using DCOM and SOAP.
  6. Connect to ASR, TTS Engines : Facility to integrate third party ASR and TTS engines in addition to WTalk Custom TTS
WTalk has built in report creator and analyzer. The types of reports are:
  1. Execution Path report and analyzer: Reports the path taken by each caller. The analyzer gives the required information from the path log
  2. Wave file reports : Reports the recorded wav files and the respective positions in the script
  3. Wave file content Analyzer : Analyses the content of the wav files
There are significant number of tools to analyze the WTalk Engine for diagnostics and operational issues.
  1. User Log and analyzer : Individual user activities log is created and the analysis tool gives detailed custom reports
  2. Application Log and Analyzer : Logs the communication and other details that happens amongst the WTalk engine components .
  3. Memory Log and Analyzer : Logs memory operations
  4. SOAP Log and Analyzer : Logs transactions that happen using SOAP

Hosting Infrastructure
The following diagram shows the hosting infrastructure of a typical IVR hosting system. Webyfy provides a highly scalable hosting infrastructure for the customers who opted for turn key hosted IVR systems.

Integration with systems
WTalk can integrate with multiple systems as shown in the following diagram.

WTalk is a combination of several technologies. The following is an over view of the operational technology stack of WTalk. The operational frame work also includes the Cluster Management and control modules.

The following diagram shows the modules in the WTalk execution engine and its connections.


Business Benefits
Primary focus during the design of Walk is to reduce development time with practically no requirement of additional software; WTalk is unique in its value generation for customers.

The significant Business benefits are as follows:
  1. WTalk system is highly scalable and flexible.
  2. Multiple IVR scripts can be run in multiple ports. This helps to reduce Hardware and operational resources.
  3. Significantly lower time for creation of an IVR application. About 80 to 90% less compared to a conventional process.
  4. The IVR process scripts can be created by domain experts at their own pace bringing complete flexibility in development.
  5. The process / script creation can be a collaborative process with involvement of multiple players.
  6. IVR test path reports lists all the possible paths a caller may/can pass. It helps the IVR system to be tested thoroughly without the omission of any path. This reduces errors and enhances customer satisfaction.
  7. The script creation process also produces a report on the resources required and the left out configurations. This helps in reduced creation time and no errors.
  8. WTalk is not tied to specific TTS or ASR engines. It can accept many leading products in the industry. This provides flexibility to the business and can optimize the use of the expensive TTS/ ASR engines.
  9. It has web based IVR hosting cluster management subsystem which effortlessly allocates and manages multiple IVR scripts.
  10. The system is very easy to administer and requires no technical expertise and can run unattended, reducing operational costs.
  11. The system provides caller based logs and uses a report analyzer. The customer can create specific reports as required by the business. This facilitates easy MIS reporting and analyses of the caller behavior. The latter can be used to modify the system to bring in effectiveness over a period of time.
  12. The script creation and operational interface of WTalk can be in multiple languages and hence can be deployed across geographies.
  13. WTalk can easily handle multiple languages (with out limit) within a single script. This helps in creation of a single process to cater to callers using multiple languages leading to a significant reduction of development and operational resources.
  14. The scripts can be changed and be immediately affected in the operational system, catering to dynamic requirements of the business.
  15. WTalk has a built in diagnostic capability and hence can be easily diagnosed and rectified in the most unlikely event of a disruption of service.
  16. Built in checks and balances carried out during the installation of the WTalk engine and running of scripts reduces errors and reduces the chances of failure.
  17. WTalk is designed to run on multiple CTI boards giving flexibility to customers as to their capital infrastructure investment.

Implementation Process
WTalk is an integrated system which has the capability to interact and exchange data with varied systems. The process is shown as a series of incidents but in practice many actions may take place in parallel and need not flow the sequence shown. WTalk has many built in tools to help in each of the activity. A methodology has been evolved by Webyfy to plot the business process and transition into a voice directed process.