Archive for December, 2011

Televoting and what else?

Carriers that host a televoting solution in their network tend to face one dilemma. They have a very powerful platform that is able to handle several thousands of call attempts per second (CAPS) but very often the platform is only active and earning money when there is a televoting event going on. These are the times you have a sudden peak in calls and a lot of traffic on the platform, using its full capacity.

Most of the time the platform is probably idle. For an extremely robust system this is a pity. So if you want it to earn money in times when there is no televoting event going on, you should consider running another service on the platform. Thanks to ECT technology, this is easy because we enable multiple services on the same platform. If you’re smart you offer a service that you need anyway for the televoting like IVR. Televoters use it to participate in shows, so why not use it for other premium rate services? This is a good way to get traffic on the platform which would otherwise stay idle. The additional investment to upgrade the IVR is small but the profit you as a carrier can generate is high.

Can corporate customers who use the IVR on the televoting platform also have the service when there is a televoting event going on? Sure, why not. The platform is designed to stomach many thousand of CAPS, so a few more IVR callers during the peak wouldn’t make a difference. Of course, you would use the same service creation environment for both services. With the televoting you also get our effECTive® Visual Call Flow Builder and a special set of icons. These additional icons plus the IVR give you a really good business case to market both services separately.

Another way to leverage the platform capacity is with Outbound. You can make seasonal Software-as-a-Service offerings, for example, during the current holiday season. For a selected time period, your customers can opt to get a dialer from you including IVR, hosted on the televoting platform. It could be for a fundraising campaign that’s only going on for a few weeks or to market special holiday offers, your customers take advantage of the Outbound solution which they can rent with all the features they need.

Since the platform is multi-service you can easily host other applications like network-based contact centers or ring back tones on it. Thanks to the televoting, you have a really robust infrastructure that ensures a very stable service. Do you have any other ideas how to take advantage of a powerful televoting platform during idle times? Let’s discuss.

Cloud-based Contact Centers

See below an expert comment from our VP for Contact Center Solutions Reinier Meuwissen, which appeared in the German tier 1 telco publication funkschau in their issue from December 2nd 2011. From Reinier’s view carriers have the potential to drive providers of enterprise equipment out of the market with cloud-based solutions because they can offer more flexibility at a better price.