Author: Chris Vitek
Soon after Northern Telecom released its first computerized switches in 1985 the age of telephony automation began. Now, 29 years later, interactive voice response systems have been voted the most annoying technology ever invented by both Wired and the Discovery Channel. This is poetic since Ronald A. Katz has claimed to have invented IVR and he is definitely the most annoying patent litigator. Success for many contact centers is measured in dollars and IVR has enabled 9 figure savings for many large operations. As we embark on the new era of any-to-any telephony automation - the focus is squarely on money.
Kandy is a Platform as a Service (PaaS) that delivers on both any-to-any communications and a disruptively low cost. The difference today is that real-time automation does not have to be as brutish as IVR and, will in many cases, replace IRV as we know it.
There is one key differentiator between session initiation protocol (SIP) and Kandy. That is a thing called “Data Channel.” Data Channel is a standards-based component of WebRTC and it is part of the Kandy platform. For instance, data channel can be used to collect data about a web browsing session and attach it to a real-time communications session. No more “press one for technical support.” By clicking the communications icon on the technical support page the system already knows where to send your call for help. No IVR, no PSTN and an easier process for the callers. Additionally, much more data can be presented to the agent so they can process the customer’s issue faster. In other words, easier for the caller and less expensive for the support organization. BTW, reduced customer effort is the key element of customer loyalty, so what’s not to like.
Automation comes in many forms on the Kandy platform. Conditionally triggering calls to customers; transcription services; sending images to mobile apps when they call your call center using the PSTN; and pushing links to mobile apps to trigger live video streaming are all examples of real-time automation that Kandy supports.
Kandy blends the web experience with real-time communications to enrich the communications in ways that were never contemplated when the first Stored Logic (SL-1) switches hit the market. The web had not even been invented. Kandy provides the bridge between legacy communications architecture, the web and a new real-time communications architecture based on peer-to-peer technologies. In this new world every end-point is both a server and a client. With Kandy, the cost savings opportunity within enterprise business processes will make IVR look like child’s play.