Develop IVR Product

Technologies: 
Nuance Text to Speech and Speech to Text Libraries, C++, Voice XML, Linux
Domains: 
VoIP, Telephony
Situation: 

A large US based ISP acquired an IVR based product which used voice recognition and text to speech technology to allow end-users to retrieve and send e-mail through a telephone. The deployment suffered from poor voice recognition, a large hardware foot print, and significant licensing of third party technology that was expensive to support. The IVR tree was difficult to maintain as call aflow was all hard-coded into the application. The system had a measured availability of 95% and required a team of 6 dedicated system administrators to operate. NewPace team members were requested to redevelop the customized IVR system to reduce hardware footprint and improve performance.

Solution: 

Members of NewPace’s team redeveloped the application architecture and ported it to Linux to improve stability and improve scalability. They redesigned the IVR flow to be configurable using text based configuration files. Speech recognition was improved by using the most recent Nuance libraries, and designing a system to allow for performance feedback to improve recognition.

Benefits: 

Hardware footprint was reduced through use of software development practices to improve application efficiencies. Created the ability to rapidly deploy new IVR scripts from a simple text based configuration file. Overall performance and stability was improved.