Development and evolution of the IVR platform for a leading operator in the Brazilian market

Engineering is one of the operator's consolidated partners, an operator that boasts more than 75 million subscribers, having taken care of the start-up of its BSS (Business Support Systems) systems and supported their management and evolution over the years.

The evolution of the Interactive Voice Response platform is one of the most recent projects and is an example of Engineering's ability to support operators and guide the evolution and needs of a highly dynamic market such as telecommunications.

The IVR platform implemented by Engineering is based on VoIP technologies and de facto international standards defined by the W3C organization, such as VoiceXML and CCXML. The solution also provides a Service Creation Environment (SCE) environment developed on Open Source technology that allows a reduction of complexity and improves the user's experience in creating and distributing new voice applications.

The benefits of the solution include reduction of time-to-market for managing voice applications, reduction of development and maintenance costs and the high level of reliability and scalability. The platform's characteristics also allow improvement of usability, thanks to a simpler service creation process and the possibility for users to create and manage voice applications, and alignment of business logic, via improved integration with external systems.

Engineering has managed project governance with highly challenging timescales and realization of the solution in end-to-end mode, from design to development, to support for roll-out and go-live.