On-Demand Infrastructure

IVR Platform

Carrier Grade Telco Gateways

Resolvity provides flexible, scalable, carrier grade telcom connectivity for both traditional TDM and VoIP (SIP) based call traffic through our hosting partners, including Microsoft’s Tellme and XO Communications, and our own cloud based infrastructure. These gateways provide protocol and signal translation for the voice traffic to internal IP/SIP sessions to leverage the benefits offered by VoIP technology. These telco gateways are located in geographically dispersed locations to provide for disaster recovery and high availability. Carriers supported include AT&T, Verizon, Sprint, XO, Global Crossing and other major US based voice carriers.

Proven IVR Servers

Resolvity’s On-Demand Infrastructure offers a choice of proven Voice XML based IVR Servers from industry leaders like Microsoft Tellme, Avaya, and Genesys. Features supported include extensive call processing, CCXML, caching, audio streaming, utterance/full call recording, TTS, large grammar ASRs, CTI support, out-bound campaign management, and SMS messaging.

Robust Speech Recognition Servers

Based on the choice of Voice XML Servers Resolvity offers best-of-breed speech recognition engines including the Microsoft Tellme ASR and Nuance Recognizer. The performance of the recognizers is continually enhanced for accuracy and efficiency with tuning results from billions of real world caller interactions.Features supported include large grammars, statistical grammars, N-Best recognition, robust parsing, semantic interpretation, and automatic caller adaption.

Cutting-Edge Speech Application Server

For IVRs to cost-effectively automate a large number of customer service interactions, the upfront and ongoing costs in developing and modifying the speech-enabled IVR should be low. Ongoing application changes must be implemented without requiring lengthy development cycles. Resolvity’s award winning Speech Application Server has been built from the ground up to ease development, tuning, management, and updating of Speech IVR applications. It features advanced technology and capabilities that enable the automation of both simple and complex customer care scenarios. The Speech Application Server is VoiceXML compliant and integrates seamlessly with the leading speech recognition engines.

Security

Resolvity’s On-Demand Platform infrastructure has been designed to enable the deployment of applications that meet or exceed the security standards laid down in the ISO/IEC 17799, a widely accepted security standard by the International Standards Organization. The platform supports data security standards established by the Payment Card Industry ( PCI DSS) Association. Other key security features include SSL encrypted sessions, encrypted data stores, selective utterance and call recording, and independent security domains.

Scalability

Resolvity clients can seamlessly increase or decrease call handling capacity based on business conditions, marketing programs or seasonal variations in traffic volume. Capacity changes are handled without delays or the need for additional investments by our clients. Resolvity maintains substantial additional port capacity in reserve to absorb any fluctuations in call volume for both short term and long term changes.

Reliability

Resolvity provides world-class telco-grade service level agreements for the entire Speech-IVR infrastructure. Resolvity’s hosted IVR centers are designed to provide high availability and business continuity. For example, if one of the hosted IVR centers experiences an outage, traffic may be seamlessly routed to the other hosted centers with no loss of service for customers.
Resolvity’s Network Operations Center (NOC) monitors the entire speech IVR infrastructure on a 24 X 7 basis. Incidents are prioritized and escalated based on their severity.

Disaster Recovery

Resolvity maintains secure IVR capacity in multiple geographically dispersed data centers. If local or regional events impact an individual data center’s operations then calls can be automatically rerouted to alternative centers where calls will continue to be handled without interruption. If a Resolvity client experiences an outage in their staffed contact center, then Resolvity can activate application instructions that enable the speech application to maintain primary customer contact until the client’s staffed center can return to normal operations. Alternately, the IVR application may re-route call traffic to backup contact center locations using business rules.