Our applications begin with a distributed telephone services network, also known as a collocated call center. Essentially this type of system offers scalable, redundant local call numbers and nationwide 800-number access with voice recognition, robust call control and inbound as well as outbound call capabilities. If one number has a problem, it automatically defaults to another functional number. The call centers connect directly to our voice platform, allowing exceptional availability.)
The Voice Center Platform is a powerful suite of products that makes VoiceXML work. When we write a VoiceXML application to control a call, the voice platform is the software that interprets it and makes the commands do useful things. The platform’s Listen & Learn technology integrates with the distributed voice recognition engine to provide scalable, flexible, and highly accurate recognition capabilities. Listen & Learn detects and adapts to the unique speech and call characteristics of each individual caller.
The network is designed in such a way that if any part begins to fail, it automatically routes around the problems. This is called “softswitching” -- another somewhat involved piece of technology based on industry standards. The applications themselves are either ASP-based text files or compiled .net applications. — Either of these applications can reside on a normal web server.
The flow is like this: a call comes in, the call is routed to a call center and hits our platform. The platform accesses the application across the Web, and that tells us what to do with the call. That's it. The flow – and actually even the application – is a piece of cake. While it is based on expensive and complicated behind-the-scenes technology, the front-end Is simple and highly functional.