Genesys Platform as a Service (PaaS) IVR, a Genesys Whiteboard Discussion

In this Genesys whiteboard discussion, you will learn the benefits of a Platform as a Service (PaaS) IVR model.

Video Transcript

In the broad landscape of IVR applications, many businesses today run their IVRs on outdated voice platforms.

These antiquated platforms often do not adhere to the latest security standards like PCI DSS, or may not effectively connect to web services or cloud based CRMs.

Furthermore, these legacy platforms do not take advantage of the processing power of modern hardware – and as a result take up significant rack space in data centers or co-location facilities.  

Many businesses have invested hundreds of thousands of dollars to build and tune the voice XML applications that sit on these platforms. The challenge then: how to upgrade the IVR platform without losing the VXML application investment.

Are there any viable options?

The answer is yes.  Oneway is straightforward: upgrade the legacy premises platform.  In this scenario, the company will continue to be responsible for upgrading and maintaining the hardware into the future.

An alternative option for these companies is to move to the cloud.

The platform-as-a-service (PaaS) model provides the best of both worlds.  It allows businesses to preserve the VXML applications they’ve invested heavily in, and keep control of the application in their environment, while at the same time taking advantage of a secure, future proof voice platform utilizing a cloud based solution.

Here’s how the Genesys platform-as-a-service model for IVR works.  The customer maintains the application in their environment, specifically the voice XML, speech grammars, middleware, and database connectivity – the type of proprietary components that you may not want a vendor to host in their data center.

Over a secure channel, Genesys connects to that application and serves it on their voice platform. So while the customer retains control of the application, the voice platform and telephony is hosted and managed in the Genesys cloud which is PCI level 3 certified…

This approach eliminates the need for the customer to go through the time and effort of having that portion of their infrastructure audited and certified. Plus, it eliminates the need to upgrade software or to be concerned with scaling up to meet seasonal demands.

So if you’re looking to upgrade your voice platform, consider a move to the Genesys cloud and a platform-as-a-service model.

For more information on Genesys IVR solutions, please visit the IVR section of our website, or request a demo.

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