MULTI-CHANNEL INFORMATION DELIVERY - Have it your way

Many IT Managers think that allowing users to access a system using a PC Web browser will satisfy everybody. However, this inherently limits access to those who happen to be sitting in front of an Internet-connected PC.

In today’s world, organizations are opening up their systems to customers, partners, and field staff. These people may not be sitting in at a workstation at their office building, yet they still need to make an Internet inquiry or update some information on their network. VisionMAX has developed several systems that enable access in multiple ways in addition to traditional Web browser access. For example:

VisionMAX used the VisionEngine platform to create a combination hosted/wireless application for a real estate appraisal company. The application worked as follows:

• Companies that wish to issue a mortgage against a property need to have an appraiser evaluate the property first so they know what it is worth
• We created a portal used by mortgage companies (including GE Capital, Scotiabank, and TD Bank) to request an appraisal be done by one of 2,000 appraisers across Canada who use the system
• The portal system automatically assigns the appraisal request based on location, availability, appraiser workload, and other criteria, and can e-mail the request to an appraiser's PC or BlackBerry
• The appraiser can go to the site, call up the information request on a BlackBerry, and be prompted to enter information on the estimated value of property, the condition of the building, and local concerns (e.g., near railroad tracks)
• The drive-by information can then be sent from the BlackBerry to the host application, which can issue an e-mail or report to the person at the mortgage company requesting it. Alternatively, the appraiser can go back to the office and complete the full evaluation on a PC (using pre-built forms) and send the report to the requester
• The real estate appraisal record is created by merging information from the appraisal requester, a forms template with information on similar buildings, information stored in the host application, and information entered by the appraiser

VisionMAX has created interactive voice response (IVR) applications for a number of customers. Some examples are:

• VisionMAX, along with a European partner, built a VoiceXML system on behalf of a London-based company for the European market. The software product was a pay-by-the-minute interactive voice-enabled system.
• A North American satellite TV company wanted to provide instructions to its subscribers on how to swap out a decoder card in their receiver. Rather than requiring subscribers to call a help desk, VisionMAX created a conversational IVR application that guided the subscriber through the process of replacing the card. The process was so successful that the vast majority of subscribers were able to do the replacement without needing to call for help.

VisionMAX has been active for many years helping clients in the satellite TV and interactive TV industries. Here are some examples of solutions we’ve provided:

North American satellite TV operator

• Provide instructions to subscribers through the set-top box (STB) to allow them to upgrade their STB without calling the call centre
• Allow subscribers to activate or deactivate their account themselves (e.g., when going on vacation) by issuing commands to the STB
• Allow subscribers to modify or upgrade their channel subscription package themselves (including playing “what-if” with various options) by issuing commands to the STB

Telecom provider & interactive media company - hotel interactive media over IP

• VisionMAX implemented a system for IP-delivered digital video-on-demand / Interactive TV for a hospitality client
• VisionMAX built a scalable, robust digital media and VOD system that aggregated content from various sources (movie studios, content providers, Internet) and presented it in an optimized fashion on a TV
• The VOD portal needed to enable users to access the Internet and check e-mail. It also needed to support leading edge requirements such as t-commerce, ad management, and video game systems. To top it all off, the application had to integrate with existing hotel property management systems, track all transactions to ensure all parties received appropriate revenues, and provide content management and system support capabilities
• The system provided Web-based centralized management access to reporting, support, and control functions: change prices/availability of content, report on sales by movie / time of day, summarized movie-usage reports for payment to major Hollywood studios royalty and billing system, guest survey management, and reporting, occupancy reporting, and other features