Real world use cases –how Aculab facilitates

telecom app developmentAculab, April 2016

It used to be like this…

Not any more…

Rail management

systems

Call / contact centres

SMS & messaging Fax handling IVR & self-

service Conferencing

Telecoms API choices

Market leading software-based real-time telecoms media processing platforms

Virtualised, cloud ready OR cloud-

based PaaS

VoiceFax

SpeechMessaging

Simple, straightforward

licensing OR ‘pay as you go’

Superior performance &

elastic scalability

Powerful API choices

Signalling and media control APIs

Powerful APIs

SIP signalling

Media processing

Fax

Conferencing

Messaging

Speech handling*

Call progress analysis

Conference mixing Interworking

Call recording Speech processing Human-to-machine

* Automatic speech recognition and text-to-speech

Real world use cases

Cloud-based contact centre solution

PCI compliant telecommunications as a service

Broadcast messaging in electronic healthcare

Cloud-based automated survey system

ContactWorld – cloud-based engagement solution

About NewVoiceMedia

• Award winning platform

• Salesforce integration

• Transforming business globally

Key challenges

Develop a true cloud-based, contact centre sales and service platform

Inbound/outbound capabilities and Salesforce integration

Needed:• IVR and self-service functionality• Outbound dialler functions• PCI compliance and call recording• Whisper mode conferencing• Reliable telephony software• Support for virtual platform instances

Solution

Productivity featuresACDAgent transferCallback-in-queueCall recordingDiallerMessage dropPCI complianceSalesforce integrationWhisper mode

Contact centre

Call centre

Support desk

Calling party

Called party

PCI compliant telecommunications as a service

About this partner

• Creates intelligent cloud communications tools

• Helps enterprises stay connected and informed

• Connects businesses with customers

Key challenges

A solution for companies that want to stop the hardware buying cycle

Inbound capabilities and certified PCI compliance

Needed:• IVR and self-service functionality• Independent audio channel recording• Redaction and PCI compliance• Whisper mode conferencing• Support for virtual platform instances

Solution

Productivity features

Auto-attendant

Call recording

Contact centre

IVR

PCI compliance

Redaction

Voicemail

Whisper mode

Business users

Customers

Telecommunications as a service

Broadcast messaging in electronic healthcare

About this partner

• Major, international provider of integrated electronic health record (EHR) solutions

• Supports an established customer base of:

- Hospitals- Physicians- Medical professionals- GP and provider practices- Retail healthcare specialists

Key challenges

Offer EHR-integrated, doctor-patient and messenger services, including:• Patient advisory messaging• Secure call recordings

Needed cloud-based:• Fax broadcast• Encrypted voice call recording• Text-to-speech integration• National, international and geographic numbers• SMS (including short codes and 2-factor authorisation)

Solution

Voice broadcast application

SMS broadcast application

Fax messaging application

Call recording application

Contacts database

Multiple applications control messaging, alerts, and

recordings

Applications pull details from database

Thousands of calls can be made within minutes

Benefits• Better management of

appointments

• Reduced DNAs

• Secure, encrypted doctor-patient call recordings

• Automated lab results, prescription reminders, schedule changes, health alerts, etc.

• Enhanced patient care

Cloud-based automated survey system

About VIRTUATel

• A pioneer of automated customer survey software

• Delivers actions, accountability and measurable results – in real-time

• Originators of the Voice of the Customer®

Key challenges

Drive customer experience management• For companies with contact centres and field staff

Expand cloud-based automated survey offering• Into Europe and South America

Needed:• SMS messaging• IVR led, self-service surveys• Cloud-based platform and pricing• National, local and geographic numbers• Inbound, outbound and call-back telephony

Solution

Survey participant

Survey participant

Survey participant

SMS surveys

IVR led surveys

Call-backs

Productivity featuresIVR led surveys

Voice playback

Text-to-speech

Call recording

Call-back

Call progress

DTMF handling

SMS

2-factor authentication

Powerful API choices

The choice is yours…

Market leading software-based real-time telecoms media processing platforms

Virtualised, cloud ready software

VoiceFax

SpeechMessaging

Simple, straightforward

licensing

Superior performance &

elastic scalability

‘Pay as you go’

Cloud-based PaaS

OR…

OR…

Thank you!www.aculab.com