Legacy TDM Enterprise IVR Migrated to IMS

By consolidating onto a central platform, the Enterprise IVR services draw on existing software resources (channel software, codecs, etc.), achieving attractive economies of scale. Further savings come from operations, software maintenance, and training, as well as from reducing interfaces and network components. This delivered a very fast return on investment.

As part of the migration, a large number of standard and customer-specific voice services had to be redesigned and reprogrammed by CreaLog and the telco's own staff. The ported services cover a very broad range of applications, from call recording, business voicemail, and wake-up or alarm calls to highly customized enterprise solutions such as order tracking, emergency pharmacy services, and service quality surveys. For some tasks within these services, state-of-the-art speech recognition and speech synthesis resources are now used, integrated into the application landscape. These can also be used for future, new tasks.

When porting the applications, the development teams from the telco and CreaLog worked hand in hand. Because the telco's development team had been trained on the CreaLog Service Creation Environment CDG, all applications could be fully ported within a short time, without enterprise customers facing any service interruptions or differences in how the services were used.

Going forward, value-added services and applications for enterprise customers will be brought together on a central platform with a unified development environment (CreaLog CDG). Enterprise IVR, Cloud Contact Center, and Recording thus form a homogeneous solution for the market. Beyond this, new, interesting expansion options are available for the telco Enterprise portfolio. These include multilingual voice portals (VoiceBots) and call transcription services for use in artificial intelligence applications.