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Creating A Highly-Scaled, Innovative New Service in Days With the RapidFLEX Service Creation Environment and Pactolus Team
The Customer
A leading provider of next generation IP voice, data and converged services for businesses, enterprises and carriers delivers automated interactive voice response (IVR) services through its managed services division. Its highly-scaled hosted services automate many customer interaction processes and tasks that previously required live telephone agents, enabling organizations such as Fortune 1000 companies to increase their customer satisfaction while reducing costs.
The Urgent Service Deployment Challenge
Although recognized as the provider of 'always on' customer services such as automated banking by phone and call center support, the service provider also creates custom, single-use services for unique situations. These initiatives can have unusually tight deadlines and requirements, and require a sharply accelerated cycle of service creation and launch. These special services must nonetheless deliver the same exceptional quality, scale, capacity and reliability as the service provider's continuous-use managed IP services.
Such was the case during a recent high-profile political campaign. A nationally-known candidate charged the service provider with creating an innovative service that could reach hundreds of thousands of voters nearly simultaneously, with specific call characteristics and interaction capabilities.
The Assignment: delivering a ground-breaking out-dial service with extraordinary scale and features. Scalability is sometimes referred to as the "Rubic's cube" of IP communication services because like the famous cube-shaped enigma, scalability appears to be an obvious challenge, but it involves successive levels of complexity and relatively obscure interdependencies. That's why IP service scalability remains a tangible hurdle for even experienced developers with advanced programming skills.
The Twist: creating & launching the highly-scaled service within 3 days.
The Solution
The service provider turned to Pactolus Communications' industry-leading Customer Services Team and the RapidFLEX VoIP Service Creation Environment (SCE), the industry's only object-based, telco-grade developer tool suite. The RapidFLEX SCE's 400+ objects and user friendly design makes it far easier to learn and use.
The RapidFLEX SCE automatically protects the scale of IP service applications to ensure that services deploy immediately and perform as needed. The RapidFLEX Service Delivery Platform (SDP), working in conjunction with the RapidFLEX SCE, uniquely safeguards the extensibility and fault-resilience of IP voice & multimedia services by transparently integrating functions that are critical to protecting call states (such as server clustering, N+1 redundancies, failover application logic, etc.).
The Results
The Pactolus Customer Services Team worked closely with their managed services counterparts to develop the advanced service and innovative features in record-setting time: a single weekend.
An executive notes: "We went from concept to customer delivery within 4 days, and enabled the candidate to reach hundreds of thousands of voters that next week. We're confident that this sets records for customer responsiveness, rapid service creation, launch and scale. Pactolus is a strategic and responsive partner."
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