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Voice Processing (Hardcover: Subsequent: 528 pages)

Voice Processing
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Product Details: Voice Processing

Author:Walt Tetschner
Format:Hardcover: Subsequent: 528 pages.
Publisher:Artech House Inc (10/01/1992)
ISBN:089006637X
ISBN13:9780890066379
Reading Level:

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Publisher Notes: Voice Processing

  •   Prefacexi

    Chapter 1 Historical Background1

    1.1 Voice-Processing--Historical Development1

    1.2 Voice-Processing--Recent Technical Progress4

    Chapter 2 Speech-Processing Technologies9

    2.1 Summary of Speech-Processing Technologies9

    2.2 Human Speech Production and Perception10

    2.3 Speech Sounds12

    2.4 Speech Analysis14

    2.5 Speech Digitization15

    2.5.1 Speech Digitization Techniques16

    2.5.2 Pulse Code Modulation17

    2.5.3 Continuous Variable Slope Detection17

    2.5.4 Adaptive Differential Pulse Code Modulation18

    2.5.5 Sub-Band Coding19

    2.5.6 Linear Predictive Coding19

    2.5.7 Formant Synthesis19

    2.5.8 Speech Digitization Direction20

    2.6 Text-to-Speech Technology20

    2.6.1 Letter-to-Sound Conversion21

    2.6.2 Calculation of Acoustic Parameters24

    2.6.3 Synthesizing Speech Output24

    2.6.4 Performance Characteristics of Text-to-Speech25

    2.6.5 Present Status of Text-to-Speech25

    2.6.6 Future Directions of Text-to-Speech25

    2.6.7 Applications for Text-to-Speech Technology Products26

    2.7 Speech and Voice Recognition Technology26

    2.7.1 Speech Recognition26

    2.7.2 Speaker Verification Technology35

    2.7.3 Speech Recognition Technology and Product Status35

    2.7.4 Speech-Voice Recognition--Future Directions35

    2.7.5 Speech-Voice Recognition Applications36

    2.8 Telephonics36

    2.8.1 Public Switched Telephone Network36

    2.8.2 Central Office Connections40

    2.8.3 Telephone Connection Specifications48

    2.8.4 Telephonics--Future Direction49

    Chapter 3 Voice-Processing System Architecture51

    3.1 Basic Capabilities51

    3.2 Hardware Architecture52

    3.2.1 General-Purpose Computer System52

    3.2.2 Mass Storage54

    3.2.3 Telephonic Interface55

    3.2.4 Communications Controller58

    3.3 Voice-Processing Software59

    3.3.1 Application Software59

    3.4 Standalone Versus Network Controller-Based Voice-Processing Architecture64

    Chapter 4 Voice-Processing Functions69

    4.1 Call-Routing Function69

    4.1.1 Automated Attendant69

    4.1.2 Automatic Call Sequencer70

    4.1.3 Uniform Call Distributor70

    4.1.4 Automatic Call Distributor70

    4.2 Voice-Mail Function71

    4.3 Interactive Voice Response Function71

    4.4 Information Provider Function72

    4.5 Outbound Voice-Processing Function72

    4.6 Computer-Telephone Integration Function73

    4.7 Multiple Functions73

    Chapter 5 Types of Voice-Processing Applications75

    5.1 Obtaining Public Information Over the Telephone75

    5.2 Obtaining Private Information Over the Telephone76

    5.3 Calling Someone to Provide or Obtain Information76

    5.4 Providing Information Over the Telephone76

    5.5 Automatic Call Routing77

    5.6 Automatic Messaging77

    5.7 Hands- or Eyes-Busy Environments78

    Chapter 6 Specific Voice-Processing Applications79

    6.1 Horizontal Voice-Processing Applications79

    6.2 Vertical Industry Applications81

    6.2.1 Finance82

    6.2.2 Transportation and Travel86

    6.2.3 Education88

    6.2.4 Government89

    6.2.5 Medical90

    6.2.6 Utilities92

    6.2.7 Telephone Companies93

    6.2.8 Retail95

    6.2.9 Publishing and Communications97

    6.2.10 Manufacturing98

    6.2.11 Insurance99

    6.2.12 Wholesale99

    Chapter 7 The Telephone Company's Role in Voice Processing101

    7.1 History of the AT&T Antitrust Suit101

    7.2 Enhanced Services103

    7.2.1 Technical and Operational Principles106

    7.2.2 Pricing Principles106

    7.2.3 Open Network Architecture Current Status106

    7.2.4 BSEs Requested107

    7.3 RBOC Entry Into Voice Mail107

    7.4 RBOC Entry Into Voice Information112

    7.5 Past Effects of the Telephone Company114

    7.6 The Telephone Company's Future Role in Voice Processing114

    Chapter 8 Voice-Processing Systems and Components117

    8.1 Voice-Mail Systems117

    8.1.1 Capabilities and Features118

    8.1.2 Connection With the Telephone Network125

    8.1.3 Integration With PBX125

    8.1.4 Product Types126

    8.1.5 Standardization129

    8.1.6 Future Voice-Mail Products148

    8.2 Automated Attendant Systems150

    8.3 Interactive Voice Response153

    8.3.1 IVR Hardware and Software Characteristics153

    8.3.2 IVR Features and Capabilities153

    8.3.3 IVR Application Categories160

    8.3.4 Turnkey Versus Toolkit Suppliers162

    8.3.5 IVR Trends and Future Directions164

    8.4 Information-Provider Systems166

    8.4.1 Hardware and Software Characteristics167

    8.4.2 System Features167

    8.4.3 Speech Phrase Creation and Editing167

    8.4.4 Usage Statistics Reporting168

    8.4.5 Telephonic Capabilities169

    8.4.6 Application Generator169

    8.4.7 Networking169

    8.4.8 Product Capacities170

    8.5 Passive Intercept170

    8.5.1 Product Characteristics171

    8.5.2 Trends and Future Direction172

    8.6 Outbound Call-Processing Systems172

    8.6.1 Product Characterization173

    8.6.2 Applications173

    8.6.3 Product Features174

    8.6.4 Reports177

    8.6.5 Trends and Future Direction179

    8.7 Facsimile Response and Distribution181

    8.8 Automatic Call Distributors182

    8.8.1 ACD Components184

    8.8.2 ACD Characteristics186

    8.8.3 ACD/Computer Interface Standards188

    8.9 Multifunction Voice-Processing Systems190

    8.10 Voice-Processing Subsystems and Development Tools192

    8.10.1 Voice and Speech Recognition193

    8.10.2 Text-to-Speech Products198

    8.10.3 Voice-Processing System Components and Development Tools199

    8.10.4 Voice-Processing Product Development Tools and Components203

    8.11 Natural Voice-Processing User Interface204

    8.12 Voice-Processing Product Future Trends207

    Chapter 9 Computer-Telephone Integration211

    9.1 Basic Computer-Telephone Function211

    9.2 Call Center System Configuration212

    9.3 C-TI Call-Processing Sequence213

    9.4 Applications214

    9.5 System Components215

    9.5.1 Telephone Switch215

    9.5.2 C-TI Interfaces Provided by Switches216

    9.5.3 Host-to-Switch Interface218

    9.5.4 Host-to-Switch Software218

    9.5.5 Host-to-Switch Interface Standardization218

    9.6 Architectural Issues224

    Chapter 10 Cost Justification of Voice Processing227

    10.1 Voice-Mail System Cost Justification227

    10.2 Cost Justification of a Predictive Dialing System229

    10.3 Cost Justification of C-TI230

    Chapter 11 Voice-Processing Service Providers231

    11.1 Voice-Mail Service Bureaus232

    11.2 Telephone-Answering Service Bureaus233

    11.3 Telemarketing Service Bureaus233

    11.4 Transaction-Processing Service Bureaus234

    11.4.1 OSP Business Model236

    11.4.2 OSP Support Providers236

    11.4.3 OSP Regulatory Issues237

    11.5 Information Service Providers238

    11.6 Information Provider Support Companies238

    11.6.1 Information Provider Service Bureaus238

    11.6.2 Other Information Provider Support255

    11.7 Information Provider Subscription Services259

    Chapter 12 Sizing a Voice-Processing System
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