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January 30, 2009

SpeechCycle Unveils RPA OnDemand PaaS for Contact Centers

By Shamila Janakiraman, TMCnet Contributor

SpeechCycle announced the availability of its RPA OnDemand, Platform-as-a-Service (PaaS) for powering the next generation of Rich Phone Applications (RPAs) in contact centers.

SpeechCycle (News - Alert) provides Rich Phone Applications (RPAs) and powers voice-based solutions for enterprise deployments in contact centers worldwide.

RPA OnDemand is a unified platform which offers all services required in the composition, enterprise integration, on-demand delivery and performance measurement of Rich Phone Applications.

This RPA OnDemand, PaaS platform is now available to the general market in three flexible pricing options. They include the pay-for-performance model, a subscription or pay-for-use model based on call volumes, and a new revenue-sharing model for ad-sponsored speech and multimodal applications making use of voice search technologies.

RPA OnDemand includes RPA Transact, which is a scalable PaaS foundation that can power phone applications and phone-automated transactions like multimodal experiences on 3G smartphones as well as the RPA Orchestrate, which provides the connectivity framework required in mashup and integration of enterprise apps, Web services and content feeds.

Also, the RPA Engage is a built-in “phone portal 2.0” framework which can seamlessly route calls to RPA “destinations” ensuring 100 percent accuracy. This feature also updates automatically based on user interaction and forms the third level of the platform.

The next platform, the RPA Monitor, offers a Web-based reporting environment which helps improve applications and offers “voice of the caller” analytics for line-of-business and IT managers while the fifth level, RPA Compose, provides software and services authoring environment for self-learning and updating of RPAs like dynamic insertion of relevant sponsored messaging.

“SpeechCycle has designed and powered some of the most demanding, high-automation-rate, customer care applications in the contact center,” said Zor Gorelov, CEO of SpeechCycle.

Shamila Janakiraman is a contributing editor for TMCnet. To read more of Shamila’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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