|
XO Interactive Ensures Scale, Dependability and Advantageous Economics of Its Call
Center Services With the RapidFLEX Media Server
The Customer
XO Interactive, a subsidiary of XO Communications, is a leading provider of next generation interactive voice response services for businesses and communications services providers. Its highly-scaled hosted IVR (Interactive Voice Response) service products 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 Challenge
XO Interactive's portfolio of automated customer care services are based on their own custom applications, developed to provide exceptional scalability and reliability. They typically serve large enterprises, and many services incorporate advanced, media-rich subscriber features such as speech recognition-driven commands and content. A typical example is one of the most robust and advanced voicemail systems ever created.
Many of these customer care services run on JAVA-based programs with VXML interfaces. They're a key part of the company's managed services portfolio, and must readily and reliably scale on demand during peak periods.
To sustain always-on service availability as their service take rates grew and subscriber usage soared, XO Interactive needed to aggressively leverage the load balancing potential of its nation-wide converged network. To do so, it needed a high-capacity, cost-effective media server resource that would tightly integrate with its distributed Sonus softswitch network, support its numerous JAVA-based services and VXML calls, and scale reliably, dependably and economically.
The Solution
After reviewing various solutions, XO Interactive selected the Pactolus RapidFLEX Media Server and VXML interface to support its seamless integration of advanced technologies and rich customer content, and to help ensure service reliability both on an ongoing basis and during peak periods of demand.
Pactolus' RapidFLEX Media Server is 100% software based, supports a comprehensive array of media processing functions, and features an industry-leading port capacity of 300+ port sessions per server running a VXML 2.0 interface. It runs on Linux and enables carriers to readily scale their capacity without expanding their hardware footprint or disrupting service.
The Results
Today, XO Interactive uses 15,000 ports of the Pactolus RapidFLEX Soft Media Server (SMS) to ensure its service capacity and peak-usage scale for outdial messaging and outdial with Text-to-speech services. The RapidFLEX Media Server locally supports up to 840,000 1-minute attempts per hour and readily scales as XO Interactive provisions additional core network capacity, supporting more than one million call attempts per hour across the VoIP network.
XO Interactive collectively refers to its applications and Pactolus RapidFLEX Media Server as its High Volume Outdial (HVOD) capability. "Prior deployments of Pactolus services and platform components demonstrated both the reliability and flexible extensibility of Pactolus' solutions, and its commitment as a company to working closely with us," said Chris Brimhall, director of software engineering for XO Interactive. "They're a reliable and key partner in ensuring our customer satisfaction."
|