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The Smart Techie was renamed Siliconindia India Edition starting Feb 2012 to continue the nearly two decade track record of excellence of our US edition.

October - 2007 - issue > Company of the Month

Real Soft: Really ambitious

Jaya Smitha Menon
Tuesday, October 2, 2007
Jaya Smitha Menon
In the middle of the day you decide to request for a cheque book as you find your cheque leaves exhausted. Thanks to the rapid development of Interactive Voice Response (IVR) technology you don’t need to go to the bank physically to do it. You just dial the customer contact number and are greeted by the IVR. You follow the instructions of the voice and are able to place the request in about two to three minutes’ time. Faced with constant customer pressure and to keep the commitment to customer satisfaction, the financial and telecom sectors, like many others are increasingly using IVR technology to connect with customers instantly. Today, thanks to IVR, customer service is just a call away.

It is on this voice based customer service technology that the engineers at Real Soft (Intl) focus on. Real Soft provides solutions to contact centers and enterprises, integrating business processes with the converged communication network. IVR and related applications are being used in hospitals as well to make appointments and other requirements, says, S.Sundararajan, Head of Operations at Real Soft. With headquarters at New Jersey, U.S.A., Real Soft started its India operations in March 2000 with development centers in Bangalore and Baroda. Real Soft is a Platinum Devconnect Member of Avaya which supplies IVR devices to the market.

Real Soft not only provides speech based solutions for IVR devices but also has products for IVR management. Its tools like Admin Central and Insta Alert can be integrated with the Avaya devices. Admin Central and One Manage help the administration department in fault reporting, configuration, and monitoring of voice applications. It provides call detail reports, application usage data, configuration management control, and even get real-time reports on the IVR systems’ performance. Admin Central helps the client access the entire IVR system of the company from any part of the world and One Manage helps in deployment of IVR applications. Insta Alert is yet another application developed by Real Soft. It provides alert and notifications on the function of the IVR system through email and telephone. Alerts can be set off based on time or events.

Real Soft is now working on the development of an application for the airline industry. In the event of a flight being postponed or preponed, the auto dialer will call up all the passengers of the flight and notify them on the changed schedule. The application can work in sync with the passenger management systems of the aviation industry.

Apart from speech enterprise solutions, Real Soft also deals with application development, maintenance, support, and testing. In the IT world crammed with application service providers, Real Soft has devised a methodology to differentiate itself in the market. Termed as the dotECO methodology, it is defined as a dedicated offshore team extended, controlled, and could finally be owned by the client. In offshore model, projects fail mainly because of lack of involvement of the client, explains Sundararajan. But dotECO is a client managed offshore team, he adds. Under this methodology the offshore team functions as an extension of the client’s in-house software development center. The team works for the client in the areas of application development, product development, R&D, Help Desk, and a number of related services.

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