As the telecom industry accelerates toward virtualisation, automation, and secure digital experiences, leading operators are replacing legacy voice platforms with modern, software-driven IVR solutions. One of the latest and most impactful transformations comes from Optus, one of Australia’s tier-1 telecommunications operators, who recently upgraded their legacy IVR infrastructure with Ericsson’s CRIMSON IVR, powered by Telesoft Technologies’ vARNE SIP IVR platform.
This collaboration highlights a broader shift within telecoms: moving from ageing, hardware-based IVR systems to secure, scalable, cloud-ready solutions that ensure better customer experiences, stronger network resilience, and simplified operations.
Why Ericsson Chose Telesoft’s vARNE SIP IVR
Ericsson Australia selected Telesoft’s vARNE, a fully virtualised SIP IVR platform, based on its:
- Proven global deployment across major service providers
- Robust architecture designed for telco-grade environments
- Ability to replace existing in-house Optus IVR functionality
- Flexible, software-based model that aligns with modern network and security standards
vARNE brings together SIP signalling call control, RTP audio processing, and full support for VoiceXML and CCXML, making it a perfect match for Ericsson’s modern IVR strategy.
Introducing Optus’ New Auto Recharge Platform
Using the CRIMSON IVR platform integrated with vARNE, Optus launched a new Auto Recharge Platform—a critical service for prepaid subscribers. This system works alongside Optus’ central digital interaction layer, enabling:
- Automated recharge workflows
- Payment gateway integration
- Secure handling of caller-specific account information
CRIMSON IVR retrieves essential subscriber data—such as token validity, recharge options, and account status—and passes it seamlessly to the vARNE platform, which handles voice media and call control.
Telesoft also delivered key VoiceXML/CCXML use cases and produced custom IVR audio prompts in WAV format to ensure smooth deployment and a polished customer experience.
A Modern Replacement for Legacy HP OCMP Systems
Optus had been relying on an ageing, hardware-based IVR solution built on HP OCMP, which is due to reach end of life within the next 12 months. After seeing the reliability, flexibility, and performance of the CRIMSON–vARNE deployment, Optus committed to replacing its entire legacy platform with Ericsson’s virtualised solution.
This transition enables Optus to:
- Remove costly and outdated hardware
- Reduce operational overhead
- Improve security across voice channels
- Scale IVR services rapidly across the network
- Deliver consistent, secure customer experiences nationwide
- Optus can now roll out new IVR services more easily and serve prepaid customers across Australia with a modern, secure, software-driven IVR ecosystem.
Key IVR Services Delivered Through CRIMSON IVR + vARNE
Optus’ new virtualised IVR stack supports a wide range of essential self-service functions for prepaid subscribers, including:
Subscriber Plan & Balance
- Check balance
- Review current plan
- Change prepaid plan
Recharge Options
- Latest recharge offers
- PayID and credit/debit card recharge
- Voucher redemption and purchase
Payments & Credit
- Saved payment methods
- Stored credit options
Device & Usage
- Last five payments
- Last five recharges
- Usage history
- Device unlock options
These services are delivered with secure SIP signalling, high-quality RTP audio, and strict adherence to telecom-grade standards for reliability and network security.
Strengthening Telecom Network Security Through Virtualised IVR
Modern virtualised IVR platforms—like vARNE integrated with CRIMSON—play a growing role in telecom network security. By moving away from legacy hardware, operators gain:
1. Stronger Security Controls
Software-based platforms allow faster patching, improved encryption support, and better integration with security monitoring tools.
2. Reduced Attack Surface
Legacy hardware often carries outdated OS versions, unpatched vulnerabilities, and limited auditing capabilities. Virtualised IVR reduces these risks dramatically.
3. Consistent, Centralised Management
Virtual platforms provide clearer control and visibility over IVR traffic, authentication workflows, and subscriber interactions.
4. Future-Ready Architecture
Operators can introduce fraud detection, secure authentication flows, and AI-driven threat analytics far more easily in a virtualised environment.
This is why many global operators are following Optus’ lead—modernising and securing their IVR infrastructure with cloud-ready SIP-based platforms.
A Successful Partnership for Telco Innovation
The collaboration between Ericsson, Telesoft, and Optus demonstrates the power of combining carrier-grade engineering with virtualised, flexible voice platforms. With CRIMSON IVR and vARNE, Optus now delivers secure, modernised IVR services at scale—improving customer experience while preparing its network for the future.
Go Back
