MongoDB, a provider of document database technology, announced that Jacada, customer experience solutions provider, powers its cloud-based IVR application with MongoDB. The IVR is used by network and telephony organizations including Cisco and Avaya. To achieve the scale, flexibility and high availability demanded by the application, Jacada migrated from an on-premise relational database to MongoDB hosted in the cloud.
Nearly 90 percent of customer service calls result in a robo-voice-based system. These voice IVRs have inherent limitations---endless menu trees, confusing options, poor voice recognition and limited ability to collect information.
To address this, Jacada developed the Visual IVR application that allows customers to provide input, or review data, such as verifying banking details or routing a complaint to the correct department -- all from their smartphone. By introducing a supplementary visual interface, Visual IVR allows customers to easily navigate these options.
"For IVR to be a success, we needed a database that could scale to handle the massive data volumes we work with and allow easy development for rapid product transformation,” said Dan Weil, CTO, Jacada, in a statement. “For this application we could not afford any downtime at all. MongoDB's resilient and reliable architecture was invaluable to ensure service continuity on commodity hardware.”
“Visual IVR is a prime example of how modern applications are being built on MongoDB, not on relational databases,” said Joe Morrissey, vice president EMEA, MongoDB, in a statement. “High expectations of consumers combined with the demands of complex unstructured data, means a better solution is necessary if companies are to deliver on their promise. MongoDB was designed to make it easier for engineering teams to create applications that have massive scale, always-on operation and support a variety of data. This just simply would not have been possible with traditional relational databases.”