A cloud-based hosted communications provider for enterprises, Intelliverse (News - Alert) recently made an announcement for its ION (Intelliverse Open Network) service delivery platform. ION now supports every one of Intelliverse’s services, which include IVR, automated call distribution (ACD) and VoIP, thanks to its service-oriented architecture.
What an IVR essentially does is automate the interaction between a customer and a business so that the customers gain automatic access to information or resources in a cost-effective manner for the business. Meanwhile, ACD allows for smart routing of inbound calls to call center agents. These are determined based on criteria like time, availability of an agent, choice of language, and agent skill. All this is irrespective of where the client is located. VoIP gives a business the luxury of having an internationally modeled phone system without necessitating the purchase and maintenance of phone-based equipment.
In a release, Kevin M. Moran (News - Alert), president and CEO of Intelliverse, said, "The evolution of our hosted communications solutions culminates in our new ION platform. Because Intelliverse developed the platform, we have the agility and flexibility to customize applications without a custom price, offering enterprises the integrity they require of their communication services."
Since every one of the services is modular but merged on the SOA, Intelliverse will also be able to provide its customers with customized services. They will also able bring on new ones and allow for secure applications to be handled over this industry-standard platform. Quality technology components, which include the likes of Acme Packet session border controller, Dialogic media servers as well as Oracle (News - Alert) SIP application servers, form the application logic that is created and implemented by Intelliverse.
There are a number of supportive tools that allow Intelliverse to regulate and troubleshoot any performance issues that crop up on the platform. Intelliverse can now quickly implement new applications as well as products by utilizing the reusable components and features that are made available by the SOA platform.
Calvin Azuri is a contributing editor for TMCnet. To read more of Calvin’s articles, please visit his columnist page.Edited by Tammy Wolf