SENTIENT focus on security, reliability and monitoring as the key drivers for platform design and ongoing development. Every component in the infrastructure is high grade and fit to task, single points of failure have been eliminated and a redundant platform sits in readiness should the production system need to be taken out of service. All our servers are dual CPU/Memory/Power and RAID equipped.
Attention to Detail
SENTIENT pay close attention to the ‘presentation layer’, both for callers to our services and client access to MIS. We believe that only studio production values should be applied to voice prompts, each client has the option to use their unique voice talent reflecting their brand. Menus are designed to be tight with instruction and confirmation scripts only where absolutely required resulting in intuitive and quick transactions.
VSP Platform
The SENTIENT VSP platform is a resilient distributed software platform delivering VoiceXML Gateway functionality and Java application support. It enables real-time, personalised, self-service access to data, applications and transactions through speech-enabled or touch- tone interfaces. To maintain the highest quality audio and a reliable service Sentient use digital ISDN network connections in preference to VOIP. Aculab DSP interfaces deliver the highest quality audio and call management.
Live Assistance
SENTIENT provide all those who interact with the service with the ability to connect quickly, at various points in the call flow with the appropriate live assistance during a self-service telephone call. Where required we can alert the agent to the account number of the caller or the break out point in the call flow.
Accessing Client Data
Speciality SQL servers, transaction servers, departmental databases and other non-web enabled applications all contain data that the Sentient applications may need to access. The SENTIENT VSP Platform can offer multiple standard options for secure data retrieval and transmission.
Secure FTP: Sentient can pull data from a client nominated FTP site or the client can push the encrypted data to the Sentient secure FTP site.
Live DIP: Where more real time data is required or data is less sensitive the system can carryout a live query of a client database.
Access through Web: If a client already has developed a web service using the same data, Sentient can utilise standard XML and SOAP protocols to reuse the Web API.
Security
In 2008 the SENTIENT platform underwent an independent security audit to establish and comply with best practise. The Cable & Wireless data centre provides physical and network security restricting access to the servers to nominated Sentient technical staff. All client access is restricted to identified IP addresses.
