Interactive Voice Response

Interactive Voice Resonse (IVR) allows callers to easily navigate through call centers by spending less time in queues and reaching the optimum number of agents. IVR's popularity has grown immensely over the past several years because of the convenience and ease of use. However, IVR can be a major headache for companies without the proper hardware to operate the application. Customers and revenues can be lost forever because of hardware failures in their IVR platform.

Vail Systems, of Chicago, Illinios uses a full-blown IVR platform for voice recognition and geo-routing to process thousands of real time phone calls for various applications such as emergency motor clubs and cable television subscription services that generate intense call volumes. To handle call volumes of this magnitude, Vail requires rugged servers with a high degree of consistency. They can't afford to have their platform down for any period of time. Adding to this burden was the fact that Vail had just moved their servers into a Level 3 Communications colocation facility where every inch of space counts. Ever-rising real estate costs can be a major roadblock to building and expanding a business.

Vail is a Telephony Application Service Provider (TASP) in the information business. Our goal is to build, host, and maintain custom enhanced telephony applications that make our clients' phone services more reliable, cost effective, scalable, and flexible. For more than a decade this has meant moving phone systems out of premises and onto the network, making those systems easier and less expensive to manage, enhance, and upgrade. Increasingly, it means recognizing and harnessing the potential of IP telephony by creating solutions that enable voice and data networks to communicate freely with one another. We offer the experience and flexibility to build and run the applications that our clients can imagine. The more information we obtain about a call, the more we can manage what can be done with it, and there is an art to recognizing and understanding how to perform these tasks well. Building enhanced telephony applications is a difficult business. It takes time to understand the technology and its possibilities, and to do so requires being excited to imagine those possibilities, making mistakes, and learning from them. Each time we approach the drawing board to develop an application or solve a problem, we bring this excitement with us.