Speech Application Server
This consists of two elements; a Server Runtime that delivers dynamic, personalized call flows, and Customer-Care Enablement Applications.
Resolvity Runtime
The Resolvity Runtime was built from the core up to ensure that calls in the IVR flow smoothly to meet callers’ needs as efficiently as possible. The Runtime integrates with speech recognition engines and Voice XML servers. The Runtime has three key components, Resolvity’s Dialog Server , its Speech-enabled Knowledge Engine, and Rapid Connect.
The Dialog Server incorporates dialog management and advanced speech recognition techniques to ensure optimal speech recognition performance and a high quality user experience. The Speech-enabled Knowledge Engine aids cost-effective development of dynamic call flows. Real support scenarios represented in the knowledge model are transformed into executable call flow networks that result in dynamic, adaptive, and effective call flows.
Resolvity runtime enables our clients to even automate customer care scenarios that involve long interactions with end-users or require frequent modifications.
Rapid Connect enables connectivity to a wide range of back-end systems in the enterprise including Billing, CRM, and OSS systems. Rapid Connect leverages enterprise service bus technologies to dramatically shorten the time and effort required to integrate with these systems. This integration enables real time access to customer profile, billing records, and service status . Runtime uses this information to deliver IVR call flows that are personalized to the end-user’s specific situation and profile, resulting in improved customer service.
Customer Care Enablement Applications
Analytics Portal
This web based application provides clients with the ability to view in-depth management reports that track automation rates, call time statistics, and issues mentioned by callers. This data is also available in real-time via web services interfaces.
Agent Assistant
Provides a quick summary of the transferred call in the IVR to agents. Agent Assistant integrates with commercially available CTI solutions. For enterprises seeking to replace their existing CTI solutions, Resolvity web-services based CTI provides a cost effective alternative.
Resolvity Studio Select
A rich GUI tool that allows business analysts to make changes to the Speech IVR application. Such changes usually involve business rules, prompts, conditional messaging, and routing. Changes may be made to an isolated staging environment and then moved to production, all from within this application. It supports features like role based access controls, instant rollbacks, and audit tracking. Resolvity Studio Select may be accessed from anywhere via a secure Internet connection.
