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IVR > Prophecy IVR Hosting Datasheet
Voxeo's Powerful IVR Hosting Service
Overview
Voxeo Prophecy IVR Hosting, like all Voxeo products and services, is built on
our pure SIP voice platform. This powerful IVR platform is a proven
reliable and flexible solution for VoiceXML, CCXML, and CallXML application hosting.
It is scalable from tens to thousands of ports, and runs VoiceXML gateway and
CCXML/CallXML softswitch software on open and readily available Wintel hardware.
Architecture
Prophecy IVR Hosting uses a reliable, scalable, and secure tiered architecture
featuring:
- Direct SIP Trunking -
terminates VoIP voice traffic directly from carriers into Voxeo's Softswitch.
- Cisco Telephony Call Gateways -
connect calls from any PBX or telephone network
to the rest of Voxeo's open, IP-based IVR platform.
- Voxeo Softswitches - intelligently route,
balance, and control calls between Telephony Gateways and VoiceXML servers.
- VoiceXML/CCXML Servers - provide robust XML-powered voice recognition, audio
playback and recording, text-to-speech, and more to delight callers.
- Optional Caching Servers - keep fast, local copies of VoiceXML and audio
content when voice applications are deployed on remote web
servers.
Flexible Call Gateways
Voxeo utilizes an advanced Cisco Universal Telephony Gateway
which is the only
solution providing 2, 4, or 8-T1/E1 ports in a single rack unit. This
gateway provides standards based conversion of telephone
lines into flexible SIP telephony sessions.
Industry-Leading CCXML Call Control Softswitch including CallXML IVR
After conversion to SIP telephony, calls in the Voxeo hosting environment
are routed and load balanced by Voxeo Softswitches. Based
entirely on highly reliable and distributable SIP, CCXML, and ENUM/DNS
standards, the Voxeo Softswitch uses CCXML instructions from your
applications to intelligently connect, route, and transfer calls to
Voxeo's hosted IVR platform VoiceXML gateways, any telephone, or any call
center. Voxeo has always led the industry in XML Call Control, as our
position as both the Editor and Chair of the W3C CCXML standards group
shows. In addition, the Voxeo Softswitch natively supports CallXML,
an easy-to-use IVR markup language for applications that leverage
audio prompting and touch-tone entry, but don't require
voice recognition.
Best-of-Breed VoiceXML IVR Servers
Prophecy IVR Hosting uses Voxeo's industry-leading,
certified-compliant VoiceXML browser - the only VoiceXML browser
in the world to pass 100% of mandatory and optional compliance tests.
Voxeo's VoiceXML browser includes comprehensive call processing, audio prompting,
voice recognition, speech synthesis, and Web application server
integration features. Combined with our
advanced CCXML call control capabilities, these servers deliver a
completely XML-based platform that matches and beats features found in
traditional IVR platforms.
Highly Accurate Nuance Voice Recognition
Integration with Nuance's distributed voice recognition engine
provides scalable, flexible, and highly accurate voice recognition
capabilities. Nuance Listen & Learn™ technology automatically detects
and adapts to the unique speech and call characteristics of each
individual caller. Nuance AccuBurst™ technology intelligently optimizes
CPU utilization, improves performance, and minimizes the hardware costs
of the Prophecy Platform.
Jet-Speed Content Management and Caching
A reliable tier of fast HTTP 1.1 proxy caching servers ensures timely
delivery of the audio prompts and static XML content used in your voice
applications despite Web server delay or load. Plus, these content proxy servers seamlessly optimize the
quality of your audio prompts and convert compressed MP3 and WAV audio
files to telephony standards.
Strong Encryption and Security
Voxeo's Prophecy Platform supports SSL encrypted IP sessions,
encrypted call initiation, and RADIUS authentication and is designed to support the requirements of
ISO 17799, the most widely recognized international security standard.
ISO 17799 addresses ten major areas of information security, including:
business continuity planning, system access control, system development
and maintenance, physical and environmental security, legal compliance,
personnel security, organization, system and network management, asset
control, and security policies. The platform is also designed
to support HIPAA medical data protection requirements and is
compliant with the Data Security Standard for the Payment Card Industry (PCI).
Fault Resilience
Every tier in Voxeo's IVR platform supports N + 1
component redundancy. Our 100% IP-based hosting solution
allows calls to fluidly load balance and failover between
components and sites. Multiple voice gateways can answer calls
across multiple T1/E1/PRI lines. Clustered Voxeo Softswitch
servers can accept the calls and route them to any of several
VoiceXML servers. The VoiceXML servers can request HTTP-based
content via multiple content caching proxies.
Rock Solid Reliability
The complete component redundancy and intelligent XML-driven, IP-based
call routing in Voxeo's IVR platform architecture work together
to deliver mission critical reliability. Should any component
in one of our hosting facilities fail, the Voxeo Softswitch will
automatically route calls around the failure. The result?
Superior reliability with unbeatable versatility.
Absolute Scalability
Because every tier in Voxeo's Prophecy IVR Hosting solution supports
multiple building-block-style components, adding capacity is as easy
as adding additional servers. Our pure-software design avoids proprietary
telephony cards and simplifies otherwise complex telephony scalability.
Prophecy IVR Hosting Facilities
Overview
The Prophecy IVR Hosting solution is supported by Voxeo's pre-deployed,
geographically distributed VoiceCenter hosting facilities, designed to
accommodate the demands of the most wildly successful voice
applications. VoiceCenter hosting facilities are
built on Voxeo's advanced pure SIP Prophecy IVR Platform
and best of breed components optimized for outsourced voice application hosting.
Prophecy IVR Hosting offers all of the
capabilities of our Prophecy IVR Platform plus:
Comprehensive Phone Network Connectivity
Voxeo utilizes redundant fiber connectivity in multiple, geographically
distributed locations to ensure your calls connect to our Prophecy IVR Hosting
services quickly and reliably. Once they've arrived at our VoiceCenter facilities, calls
are answered by carrier class Cisco voice access servers and converted
to flexible, IP standards-based SIP telephony.
High Quality IP Network Connectivity
Voxeo VoiceCenters leverage one of the industry's
most comprehensive
sets of public and private IP network interconnects, including direct
connectivity with AT&T, MCI, Global Crossing, Sprint, XO
Communications and Time-Warner Telecommunications.
This comprehensive interconnection solution delivers speed and dependability
unavailable from voice providers who rely on connections from a single
IP network vendor, and eliminates the risk of a single point of
failure.
Strong Encryption and Security
Every VoiceCenter is protected by multiple purpose-built Cisco
PIX firewalls that deliver unprecedented levels of security, performance
and reliability. Each PIX provides financial-class security services
including stateful inspection firewalling, standards-based IPSec Virtual
Private Networking (VPN), and proactive intrusion protection.
Voice applications requiring protection of audio and XML data can leverage
Voxeo's Protected Data encrypted and authenticated IPSec VPN solution.
Voxeo VoiceCenters are also built and managed to
meet the requirements of ISO 17799, HIPAA, and the Data Security
Standard for the Payment Card Industry
Flexible Direct Data Connectivity
Customers requiring the highest level of reliability or security use
Voxeo's Direct Data program to provision dedicated T1/T3 and Frame Relay
circuits between our VoiceCenters and your
facilities.
For failover and high volume emergencies, our customers use the Voxeo On
Demand Data solution to connect multiple bonded ISDN data calls directly
into our VoiceCenter hosting facilities. The Voxeo On Demand
Data solution provides from
50 to 1,000kbit/sec of direct data connectivity at a moment's notice.
100% Uptime Guarantee
We're so sure that we can meet or exceed your mission critical IVR
requirements that we put our confidence in writing with our 100% guaranteed uptime SLA.
Every tier in our hosted IVR architecture includes complete component redundancy.
Dozens of voice gateways answer calls across thousands of ports. Clustered Voxeo Softswitches
intelligently route calls in each VoiceCenter to hundreds of VoiceXML servers. And to ensure absolute
redundancy, all inbound and outbound calls can failover between three
load balancing hosting facilities in Orlando, FL; Atlanta, GA and Las Vegas, NV.
Voxeo maintains overall port capacity at 150% of peak demand.
Therefore, if any one of these sites is completely down, Voxeo can still
operate at 100% capacity. Voxeo also has a hosting facility in the UK
with plans for a new facility in Germany.
Voxeo's VoiceCenters feature redundant telephony and IP interconnections,
redundant conditioned N+1 UPS systems backed by on-site diesel generators,
and duplicate HVAC (Heating Ventilation Air Conditioning) systems for environmental
control.
Carrier Class NOC
Our Carrier Class Network Operations Center (NOC) in Orlando, Florida
features financial grade physical security, online UPS and diesel generator
backed power systems, and mandatory dual access control. HP OpenView
system management is supplemented by automated call, platform, and
load monitoring and alarming systems developed by Voxeo. And our
NOC engineers are in constant communication with our Extreme Support
team, providing seamless trouble ticket escalation and communication.
Unrivaled 24x7 Extreme Support
Voxeo makes a serious commitment to serving our customers. Our approach is simple: we provide world-class support
and services to develop, deploy, and maintain mission-critical enterprise voice applications. With clear
escalation and
resolution procedures, we make certain every application launches effectively and delivers maximum impact. Our
customers
tell us we deliver the best support in the industry, bar none.
Example Applications
Auto-Attendant:
Callers dial into a main corporate number. Instead of entering
dozens
of touch-tone commands, they simply speak the name of the person or
group they are trying to reach. Voxeo's hosted Prophecy platform
queries an existing Web-based corporate directory application.
XML-based instructions from that directory application instruct Voxeo's Prophecy IVR Hosting platform
to transfer the caller to the appropriate number.
Benefit: Callers are delighted with efficiency and ease
of communication.
Call Centers:
Callers dial into an 800 number for a large mail order vendor's call
center. Around 20% of those callers are calling to check the status
of a previous order. Rather than connecting callers to expensive
call center agents or to a restrictive touch tone application, the mail
order vendor uses Voxeo's IVR platform to ask the callers
to say their order numbers. The Voxeo Prophecy IVR Hosting platform then
queries an existing Web-based order status solution and receives XML
instructions to inform the user that the order has been shipped.
Rather then ending the call, the Prophecy IVR Platform then queries the
shipper's package tracking Web application and tells the caller where
the package is.
Benefit: Direct reduction in call center costs and an
increase in customer satisfaction.
Conferencing:
A Fortune 500 company discovers huge inefficiencies in its existing
telephone conferencing solution. Participants are constantly waiting
on attendees, losing conference codes, forgetting to reserve
conference bridges, and reserving expensive bridges that go unused.
The conferencing solution is replaced with a Voxeo voice
application which allows conference administrators to simply say the
names of other conference participants. The same corporate directory
Web application used in the Auto Attendant example finds participants
phone numbers and automatically calls them into the conference.
Benefit: Improved employee efficiency.
Outbound Voice Surveys:
A large retail chain notices a decline in sales. Rather than
launching a slow and costly outbound survey with call center agents,
it creates an automated Voice Survey application which calls customers
to ask opinions on products the retailer plans to sell. The Voice
Survey application is written by the same Java developers who created
the store's Web site, and uses the CRM database those developers have
already integrated. When called, the store's customers can respond
conversationally, saying things such as, "That sounds great" or "I
wouldn't buy that". In less than 24 hours, the retailer knows which
of the new products its customers desire most.
Benefit: No expensive call center costs, rapid
deployment, easy integration.
For more information or to get a price quote:
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Standard Features | |
- 100% IVR Uptime Extreme SLA
- 1 toll-free or local number
- Calls to and from all 50 states & Canada
- Direct SIP VoIP access
- Voxeo selected long distance provider
- Bridged call transfers
- Audio prompt and text-to-speech output
- Touch-tone or voice-driven caller input
- VoiceXML, CCXML, & CallXML support
- Voxeo Prophecy VoiceXML browsers
- Built-in ASR and TTS engines
- Advanced outbound call progress analysis
- Unlimited 24x7 tech support
- Tech support via phone, email, or IM
- Dedicated Voxeo account manager
- Web-based Application Manager
- Web-based Report Manager
- Web-based Trouble Ticket Manager
- Web-based Content and File Manager
- Web-based Real-Time Logger
- Web-based Real-Time Debugger
- 50mb of prompt/recording/log storage
| | | | Prophecy IVR Hosting
Enhanced Features | |
- Up to 2,500 additional numbers
- International calls
- Direct H.323 VoIP access
- Your choice of long distance providers
- Network transfer / take back and transfer
- Support for voice authentication
- Nuance ASR and TTS
- Managed database/web/app servers
- Co-located database/web/app servers
- Application monitoring and alerting
- Server monitoring and alerting
- VPN or SSL encryption and authentication
- Direct T1 or T3 WAN/IP connectivity
- Direct T1 or T3 Telephony connectivity
- Cisco/Genesys/Avaya/Nortel CTI
- MP3/GSM/VPIM compressed audio
- Complete call recording
- Multiparty call conferencing
- Up to 100gb of additional file storage
- Audio prompt recording
- Voxeo VUI analysis and design
- Voxeo application and call load testing
- Voxeo risk and security assessment
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