Voxeo Pioneers Use Of joyn In Business-To-Consumer Communications Using Solaiemes’ RCS API Gateway

Voxeo CXP is the first Multi-Channel Application Platform to support joyn as a communication channel for more engaging mobile customer self-service 

Cologne, Germany and Madrid, Spain, September 04, 2013 – Voxeo, an Aspect company, is pioneering the use of the joyn messaging service in business-to-consumer communication by adding it to its award-winning Voxeo CXP multi-channel self-service platform, allowing companies to offer much richer, more engaging mobile self-service communications to their customers. Voxeo has integrated joyn into its CXP (formerly VoiceObjects) platform using the Solaiemes’ RCS API Gateway, creating a developer-friendly environment for fast and easy deployment of joyn-powered apps to existing customer communication strategies.

joyn was developed by the GSMA as a joint service initiative between carriers and handset providers. It allows individuals and organisations to share images, documents, music, video and other files during or outside of a regular telephone call. Like SMS, it comes pre-installed and configured on the mobile phones of participating carriers. Voxeo’s award-winning CXP application lifecycle management suite is the first multi-channel self-service platform in the industry to support joyn, helping to advance the Rich Communications Services (RCS) network.

 “joyn has huge potential for business-to-consumer communication, both in agent-assisted and automated self-service solutions,” says Tobias Goebel, Voxeo’s director of mobile strategy. “By introducing joyn to Voxeo CXP via Solaiemes’ RCS API Gateway, it becomes exceptionally easy for organisations to add joyn-powered apps to their customer communication strategies in a fully integrated fashion.”

Voxeo CXP is the first application development and lifecycle management suite that helps customer service departments build, deploy, manage, and analyse automated applications on joyn, in addition to the IVR, mobile Web, and SMS channels that CXP also supports. Voxeo has integrated joyn with its CXP platform using the Solaiemes’ RCS API Gateway. Solaiemes facilitates the integration of non-RCS platforms through a simple but powerful HTTP interface.

Voxeo deployed a pilot program of joyn-enabled Voxeo CXP with one of its European mobile carrier clients. The carrier reported a high degree of success in designing self-service applications that, for example, allow the customer to request account status information or top up their prepaid account.

Voxeo and Solaiemes expect the joyn-enabled CXP platform to be adopted rapidly by its mobile carrier clients, who are eager to derive added value from their investment in the development of this new messaging standard. Ultimately joyn should see adoption in the enterprise as well, as its communications streams can be encrypted, thereby allowing more secure B2C communication than can be provided by third-party vendors. For example, travel companies could use it to allow self-service and ticket distribution, or insurance companies to capture video footage of accident damage.

 “Solaiemes envisioned from the beginning the potential of joyn instant messaging as something beyond the person-to-person casual messaging, and considered it a perfect channel for B2C communication,” comments Juan Mateu, Solaiemes co-founder. “It is exciting to see Voxeo add joyn as a communications channel in its CXP multi-channel self-service platform and make joyn available to companies to communicate with their customers”.

About Solaiemes
Solaiemes creates infrastructure to help carriers, MVNO’s and service providers to enrich the communication experience making it ubiquitous and available to 3rd parties to create value added services on top. Solaiemes pioneered the 3rd party API exposure of RCS/joyn to build application to person and person to application use cases and different types of endpoints, combining telecommunications and internet spaces. Visit http://www.solaiemes.com

About Aspect
Aspect’s fully-integrated solution unifies the three most important facets of modern contact center management: customer interaction management, workforce optimization, and back-office. We help the world’s most demanding contact centers seamlessly align their people, processes and touch points to deliver remarkable customer experiences. For more information, visit www.aspect.com.

About Voxeo
Voxeo, an Aspect company, removes the locks that make voice, SMS, instant messaging, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving–fueled by an obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100. Visit us or join our conversations on the web at www.voxeo.com, blogs.voxeo.com, or twitter.com/voxeo.

PR at Voxeo's site

Mobile Banking using RCS, finally a common way to deliver mobile CRM

When we explained our RCS Solution GW we said it was conceived to create social media interfaces, CRM mobile channels, not intrussive advertisement, and other solutions as TV remote clients. Well, we showcase in this demo how RCS can help banks to deliver a very intuitive easy to use self-service for mobility. (It also applies to other types of companies needing to provide their customers a mobile access).



The clear adavantadge of this approach is that using a near coming "universal service" as RCS people will learn once this kind of interaction (as in the past most of mobile users learnt SMS) and will become the most natural way for mobile data services, compatible with all device tiers.

feedback welcomed
solaiemes RCS team

is it really a need to browse to get Mobile content/information?

We find everyday how the direct "way to do" translations from pc browser to mobile browser is becoming unsuccesful, the mobile "sites" are not easy to use, users left, carriers complain about how difficult to balance voice and data revenues, and while complaining they are not seeing this could be fixed soon. ("If you shed tears when you miss the sun, you also miss the stars" by R. Tagore).

The first key is rethinking from scratch the concept of mobile content, with small screens, limited keypad and no mouse, how to provide the info should be conceived for mobile, forget about pc-based web content adaptation.

From the web-core infrastructure, it is highly predictable what the user to see when is accessing to an online media, their bank m-CRM, the mobile portal of his carrier to check the bill, etc... why not offering the information with proper reading times, in slides with the best representation format supported by the mobile device (wml, html, XHTML, SVG) ??? The same for mobile marketing, we do not need to browse the catalogues, the catalogues should be personalized as continuous animation.

Solaiemes is working on that, demonstrating this is possible with a common platform for whatever kind of mobile CRMs and content, who want to be the first trying this new mobile-content easy to use ? :-)

(Spanish) Constatamos cada día el fracaso de la navegación web en el móvil, los usarios se quejan de que es incómoda, las operadoras de lo díficil que resulta balancear los ingresos de voz y datos, pero mientras se producen las quejas no se entra a resolver la cuestión, lo cual a día de hoy es resoluble. ("si lloras porque se oculta el sol las lágrimas no te dejarán ver las estrellas", R. Tagore).

Lo primero es asumir que el modelo de contenido móvil hay que rehacerlo desde cero, con pantallas pequeñas, teclado limitado y sin ratón hemos de olvidar la tentación de adaptar los contenidos de internet-pc al móvil. Hemos de concebir otra forma de "entregar" contenido apta para el móvil.

El "corazón" de los sistemas de internet, ya permite almacenar e identificar los hábitos del usuario que conduzcan a una predicibilidad alta de lo que quiere hacer cuando accede a su banca online, a periódicos online, o cualquier crm, así como qué es lo que ojea de un catálogo. ¿Por qué no presentarle lo que quiere como una sucesión de diapositivas con tiempos adecuados de lectura, como una animación?

Solaiemes trabaja en esto, demostrando que una plataforma única es posible adaptarse a muchos tipos de contenido, ¿quién quiere ser el primero "movilizando" de verdad sus canales para usuarios?

Solaiemes a bit of our story

Months ago, we decided to leave our jobs and become entrepreneurs, not easy decission to take, but everybody learns being at 2 sides of the table, provider and customers, employee and founder. What we do? What is our idea? Our idea is promote mobility with more use cases squeezing the amazing capabilities of new radio (3G & Wimax) and core capabilities as IMS (IP Multimedia Subsystem) and use the enhanced mobile device capabilities as multimedia resources or SVG technologies to make truly useful the mobile CRMs (mBanking, mInformation, etc) and mobile marketing. We do consultancy but our focus is the technology development. Our platforms are highly customizable. More info at our website www.solaiemes.com or the videoexamples below the posts.

Hace unos meses decidimos dejar nuestros trabajo y convertirnos en emprendedores, decisión nada trivial pero pensamos que todo el mundo aprende estando en los 2 lados de cada situación, cliente y proveedor, empleado y empresario, etc. Cuál es nuestra idea? Básicamente promover nuevos casos de uso productivo de la movilidad, aprovechando al máximo las nuevas tecnologías de acceso con mayor ancho de banda (3G y Wimax) y core de red (IMS) así como las prestaciones multimedia y de representación que se van incorporando en los terminales móviles, como los formatos SVG de animación embebibles en el navegador del terminal, y que permiten crear canales CRM (banca, ticketing, información) realmente usables así como marketing móvil efectivo y de fácil acceso. Más información en nuestra web www.solaiemes.com o los videoejemplos al final de esta página.