FlexxGate™ is a Media Gateway that eases the transition from traditional analog or TDM networks to VoIP networks. FlexxGate™ allows the legacy and VoIP networks to coexist so companies can keep legacy equipment (e.g. PBX or IVR with circuit-switched telephony interfaces) in service longer by maintaining compatibility with new equipment. Being able to transition their own pace helps companies lower the cost, complexity, and risk of the transition.
FlexxGate supports conversions between a wide variety of telephony interfaces and is most commonly used to connect a VoIP/SIP device (such as a Genesys or Holly IVR system) to a circuit switched device (such as a T1 line from the telco or a PBX.) Since most next-generation IVR systems support only SIP, they need a media gateway to connect them to a traditional phone line.
Flexible, Flexible, Flexible
No two deployments are exactly the same. That’s why FlexxGate is not the typical, standard, off-the-shelf product. Instead, FlexxGate is delivered systems pre-installed and configured to meet unique deployment requirements.
FlexxGate shines when gateway requirements change. Its flexible, extensible architecture allows for the support to be quickly added for additional protocols (standard or proprietary) and features needed. Custom extensions can be added at any time. Additionally, FlexxGate systems can be deployed in multiple-server configurations to support higher capacities and high availability requirements.
Web-based Management Console
FlexxGate has a web-based GUI management console that allows companies to –through a single interface–monitor, configure, and get detailed reporting across multiple FlexxGate servers – even when deployed in multiple locations. Instead of having to know some arcane proprietary command line interface, simply point-and-click to configure FlexxGate systems and get the detailed reports needed.
Proven and Supported
FlexxGate systems are taking millions of calls per month for customers like American Express, US Airways, and Quantas Airways.
IVR and CTI applications often require sophisticated integration to back-end data sources. FlexxBridge™ Integration Server software is designed to help simplify this integration effort by providing a consistent SOA-friendly integration point that can be used by multiple IVR, CTI and even web applications. A SaaS version, FlexxBridge in the Cloud™ exists for a cloud-based development environment. Read more about it here.
In addition to providing a consistent integration point, FlexxBridge replaces expensive session-based transaction servers. The solution can integrate to virtually any host or data source that provides API access to the integration point.
The modular and extensible architecture of FlexxBridge allows it to evolve as the surrounding environment changes. As new applications and integration requirements arise, FlexxBridge integration modules can be added or changed without forcing changes to the applications that rely on them.
Using FlexxBridge with IVR
FlexxBridge can help legacy IVR applications keep pace with an evolving SOA environment. As web services get implemented for back-end systems, FlexxBridge can sit between the new web services and your legacy IVR applications, allowing your older IVR applications to integrate to web services without having to rework the applications themselves.
FlexxBridge can also simplify how developers can use pre-recorded prompts in VoiceXML applications. Many VoiceXML platforms do not have the native ability to speak recorded prompts as numbers, dates, times, or money. FlexxBridge provides this functionality natively as well as the ability to play instructional prompts, directed dialog prompts, menu prompts, etc. in a consistent way across all applications. FlexxBridge also allows application developers to easily configure prompt definitions for each language supported by an application.
Using FlexxBridge with CTI
FlexxBridge can provide a common and consistent back-end integration point for CTI applications as well. For example, a “data dip” for a CTI routing decision can be presented as a web service to a new CTI application even though the back end host integration may be a legacy proprietary API.
Proven and Supported
Customers using FlexxBridge range from demanding Fortune 50 enterprises with high availability (FlexxBridge configurations can process millions of calls a month) to smaller customers with single-appliance deployments serving just one application.
The solution has been deployed on Red Hat Enterprise Linux, Sun Solaris, and Windows 2000/2000 Server/2003 Server. While FlexxBridge utilizes Apache’s Tomcat as the “standard” servlet container, it also supports Sun’s J2EE Application Server.
Keep Customers from Seeing Red
FlexxViewTM is a monitoring & alerting product that allows proactive real time monitoring of systems under contract with PSS.
Contact center solutions with voice recognition are complex as they are made up of multiple applications and connections which all rely on each other to work.
Downtime means customers are not able to get to talk to an agent which drives them to see red.
System monitoring software is available but generally only lets you know if the system is working or not and not where the fault is or what the problem is. This can lead to longer resolution times and the knock on impact of creating potentially damaging customer service issues.
FlexxView constantly monitors and records the performance of the system over time, building an accurate profile of its operating parameters. It acts as a safety net by detecting any changes in the patterns of performance and will quickly identify not only what component has an issue but what the actual problem is, providing an alert and a possible resolution before it impacts on service.
This solution reduces the MTTR Mean Time To Repair as in many cases the proactive monitoring highlights issues that can be resolved without downtime.
The aim of the contact center is to resolve the customer’s issue in one call and to do it quickly…whether you use an agent, IVR or whatever resource…make sure you are there for customers when they need it! With FlexxView
Companies don’t know who’s talking about them, what they are saying, when they are saying it or where they are saying it.
And even if they did know, how and with what would be the BEST way to respond to them!
CREDboard gives contact center, sales and marketing departments ability to update, monitor and respond to customer interactions on Social Media sites. CREDboard aggregates multiple media types (including text, audio, photos, and video) from multiple sites, providing one comprehensive and convenient dashboard for monitoring customer interactions.
- 93% of B2B and B2C customers want to CONVERSE with the Companies they do business with
- US adults spend 15+ hours a week in Social Media– it’s THE most popular activity online today!
- 78% of consumers trust PEER recommendations… less than 14% trust ads in any form!
- Generally, Call Centers cost $29 fully-loaded per customer contact, “lower-touch” contact (such as Social Media response) = $9 and MAY be 1 to many!
- Over 50% of companies are less than 12 months into their Social Media strategies
- 30% have not initiated a strategy at all!
Don’t Just Monitor – ACT!
Most companies Social Media strategies follow the concept of monitor and react. But by taking ACTION you ;
- Can start/update conversations/status online
- Can watch for trends and alerts and activate MULTIPLE responders (SMS, Tweets, Email, CTI events, etc.)
- Can “spawn” events in any of the above media-types to proactively engage customers
- And, of course REACT to inquiries or issues too!