Archive for August 25th, 2009

Charting the digital divide

I started playing with some of the broadband data released today by the Communication Workers of America to get a rough picture of the US digital divide: more

Connecting the Dots: Apple-Google-AT&T-Rhapsody-RingCentral-Etc.

Is it hyperbole to say that the future of the online application ecosystem is starting to be determined this week?

Probably not.

Theoretical discussions about closed carrier decks, open access networks, app stores and more are fine, but the actual future gets played out not in theory but reality.


Verizon Business offers IP-based hosted IVR

Verizon Business (NYSE: VZ) is offering a new IP version of its hosted interactive voice response (IVR) service as an alternative to the circuit-based TDM IVR it’s been hosting for eight years, mostly to customers in the financial, health care and government verticals.

The new service, based on Nuance Communications’ (NASDAQ: NUAN) speech-recognition platform, accommodates IP-based call centers and makes it easier to deal with multiple data sources, Verizon said. An API lets callers interface directly with back-end databases and customer relationship management platforms. For example, it allows web-based applications to respond to customers’ calls by retrieving their personal call history and transactions. Also, callers who need to speak to agents can be directed to them via Session Initiation Protocol (SIP) or, if IP-based centers are busy, to legacy TDM call centers.

“This enables the enterprises to migrate to IP at their own pace,” said Tom Smith, group manager for Verizon’s IVR and speech product marketing. “They can continue to leverage their legacy TDM infrastructure while rolling out IP infrastructure to handle any growth or replace end-of-life TDM equipment.”


August 2009
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