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Creating Multi-language support IVR System using Brekeke SIP communication platform

Overview:

      Client: Active IP Inc., California USA
      Product: Brekeke JTAPI SDK / SVK Software's IVRCat
      Details of this project: Internet Telephony Service Provider (ITSP) service, Multi-language supported Calling Card service

SVK Software Corporation, a software development company specializing in the VoIP peripheral software system solutions, has developed a SIP based Interactive Voice Response (IVR) System for commercial telephony applications. This IVR System called IVRCat offers three main applications: Calling Card Service, Callback Service, and Account Administration. One of the feature offered in SVK Software's IVRCat, the Calling Card Application, allows businesses to offer IVR based systems at half the cost of previously available solutions. SVK Software's IVRCat allows the configuration of additional IVR applications and can be easily applied to solutions for Banking IVR Systems, Hospital IVR Systems, Hotel Reservation Systems and Government IVR Systems.

A client of SVK Software Corporation, Active IP Inc. had the business requirement to provide a scalable and robust Calling Card service for more than 50 concurrent callers in 5 different languages. Active IP Inc. was able to fulfill this requirement by installing IVRCat and deploying the service in less than 3 days. This allowed them to provide their callers with a feature packed Calling Card system in multiple languages: French, Spanish, Arabic, German and English including ANI Authentication and full web browser based customer access.


Challenge:

The 4 main challenges for this development were:

  1. Cannot interrupt existing customer and their usage of Active IP's Call Back system
  2. Create IVR system that supports 5 different languages
  3. Minimize the engineering time/cost to install the Call Back system
  4. Minimize the support and maintenance cost for supporting existing Active IP users.

Solution:

By providing a truly compliant, SIP based VoIP IVR solution, issues occurring during the installation was minimized. The first and second challenges were easily and directly addressed by incorporating the Brekeke JTAPI SDK in the design. The JTAPI SDK allowed SVK Software to design a SIP based telephony IVR system without having to program the SIP protocol at a low level. This allowed SVK to concentrate on other areas of the design such as developing a fully interactive Web based administration utility as well as developing the Calling Card solution in 5 different languages. The interruption for existing users of Active IP service was minimal during the transition time, and the installation was completed in 3 days.

IVRCat offers "plug-in and play" approach for engineers on the customer premises, the Active IP’s engineers did not require any special training or technical support during the installation by using installer programs offered by Brekeke Software and SVK Software Corporation. IVRCat offers a simple interface that allows easy navigation. If also offers the ability to create public interfaces easily through which callers could access the system.


Implementation:

The IVRCat Interactive Voice Response System is implemented with 3 main components. They are the IVRCat, the Brekeke SIP Server and the RadiusCat Billing (optional). (RadiusCat Billing is required for the Calling Card, Callback and Account Administration applications. The complete implementation was made up of IVRCat, RadiusCat AAA Billing, Brekeke SIP Server and a multi channel inbound DID.)

Click here to enlarge the image.

Result and Benefits:

Chris Green, the CEO of Active IP Inc., stated "The IVR/SIP solution that I am using really decreased the complexity of running a calling card business by automating routine card account transactions over a web based interface for both agents and customers. It has provided the agility to acquire customers in a short period of time. SVK Software's customer support has been very knowledgeable in providing insight into implementation, production, and customized services."

IVRCat was released in the 3rd Quarter 2007 and has received a very warm reception by customers. IVRCat has allowed customers to leverage their existing SIP Server implementations by adding common VoIP solutions at a very low cost and with minutes of configuration. The Calling Card application and the Callback applications have been the most popular allowing customers to offer basic long distance services with their SIP implementations.

 

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