Frequently Asked Questions

General

What is CPaaS?

CPaaS means Communication Platform as a Service, it’s an all-in-one dedicated & private cloud service for your IVR and RTC services.

What is SaaS?

Another option is to host our platform in a private datacenter. Please contact our Sales for any specific project that is not properly all-in-one platform-based.

What is an IVR platform?

In telephony, Interactive Voice Response (IVR) is a phone technology that allows a computer to detect voice and touch tones using a normal phone call. The IVR system can respond with pre-recorded or dynamically generated audio to further direct callers on how to proceed. Powered by VoiceXML standard language, IVR systems scale well to handle large call volumes.

What is an RTC platform?

Real-time communications (RTC) is any mode of telecommunications in which all users can exchange information instantly or with negligible latency. In this context, the term “real-time” is synonymous with “live”. It generally refers to peer-to-peer communications, not broadcast or multicast. In RTC, there is always a direct path between the source and the destination.

What is a Turnkey service?

Turnkey solutions offers flexibility and delivers significant savings to the business or service provider. These IVR or RTC ready-to-run products can be standalone or used in combination to provide an end to end services.

How does our IVR technology works?

Our Interactive Voice Response (IVR) is an cloud-based automated telephony system that interacts with callers, gathers information and routes calls through a SIP trunk connected to your operator or PBX. To connect your own VoiceXML application you can set the URL inside the panel.

How does our RTC technology works?

Our Video (RTC) products are cloud-based video gateways that interacts between WebRTC or RTMP peers, and a SIP trunk connected to your operator or PBX. To connect your RTC service you can set your own customised HTML5 application with our API Framework and customise our default Webclient template.

Products

Why host your CPaaS with us?

Before you decide on a plan, you need to decide on a hosting company. While some companies bill minutes or outsource their technical support, we’re proud to own and manage our servers, as well as our software, security and expert support.

What is the difference between CPaaS and SaaS?

CPaaS provides an entire platform solution for your business, not just software like SaaS. You have to consider specific IT management, coaching and training to properly run any SaaS. CPaaS is ready-to-run and our work team will ensure all infrastructure administration.

How do I get started with my CPaaS?

If you are not IVR or RTC expert, you can get specific support with our team. You system will be ready to run in less and 24-48h to start your project.

Where can I check the example applications?

All our platforms include inside sample demo scripts for IVR and specific use cases for RTC.

What happens when my account is inactive?

Please contact our support for any issue, we will be pleased to assist you.

Can I upgrade or downgrade my Turnkey service?

Yes, you can select another plan to your account and convert one to another.

What kind of Web Browsers are supported?

We support modern desktop web browsers compliant with WebRTC like Chrome, Firefox, Opera, Safari. Some of them can have some specific limitations like Safari for mobile and screen sharing. Please, contact our sales and support team for more information.

What kind of Call Center solutions are supported?

All our IVR or RTC products includes a SIP connect interface compliant with most IP PBX or Call Center Solution Suites in the Market. Please contact our Sales to learn more about your Call Center Integration.

How I can connect mobile devices?

Only few native mobile browsers are WebRTC ready to deploy a voice or video service. Most of the time you have to built an application with our VideoRTC.js API Framework to support iOS and Android devices.

Resources

What Text-to-Speech API are supported?

We currently support Amazon Polly, Microsoft Bing, Yandex, VoiceRSS, Google TTS (beta)

What Speech Recognitions API are supported?

We currently support Google Speech API, Amazon Lex, Microsoft Bing, Yandex

How can I connect my own SIP trunks?

Yes, you can connect you own operator or ask our team for one of our partnerships.

How can I get international DDI numbers?

Yes, you can connect you own PSTN numbers or ask our team for one of our partnerships.

How scalable is my CPaaS?

You can connect and distribute calls for several CPaaS server and grow to infinite.

Pricing

Can I upgrade from the Basic Plan to the Pro Plan?

Yes, you can add more plan to your account and convert one to another.

How can I use CPaaS in multiple regions?

You can use CPaaS in multiple regions by purchasing server resources separately.

What form of payments do you accept?

We currently accept most Visa, Amex and MasterCard credit cards.

What is the billing cycle?

The billing cycle is by calendar month, or in other words from the 1st to the last day of a particular month.

How do you offer coupons?

We provide specific coupons during a marketing campaign or a special period promotion for SaaS or CPaaS. We do not provide specific discounts or refund on professional or support services spend to configure a service.

What currencies do you accept?

United States residents and all others are billed in USD.

Can I get specific volume pricing?

If you are reseller or need specific multiple servers environments please contact our Sales.

What is your refund policy?

You can cancel your CPaaS at any time in the panel under Subscription tab. After canceling, your service will stop working immediately. Credit from previous payments will be lost and is not refundable.

Support

What are Support business hours?

Our business hours cover Monday through Friday, 6:00 AM EST to 12:00 AM EST, excluding major US holidays. Please contact our Sales for specific support packs.

Is there any Support ticket priority levels?

Yes, our Support team uses the following definitions for a ticket's Priority Levels

How can I receive support for the offering?

All our Plan have access to complimentary Support Packs and Professional Services.

What should I do when I find a bug?

You can find a list of known and reported issues to support@ivrpowers.com.

How dedicated is my platform?

Your CPaaS is only for you. You can get your own root user and administrate the system.

Can I get specific Support or Professional Services?

Yes, our Support team can provide specific support or customise your service according to your requirements. Please contact our Sales for specific support packs.