BY CAROL DRZEWIANOWSKI
Assistant Editor, Communications SOLUTIONS™

Winning At Telephone Tag

I'm sure we've all left voice mail messages to someone that merely said, "Tag. Your turn," after already leaving several prior messages. But in a world of lunch meetings, business travel, and what seems to be constantly-ringing telephones, how is one to avoid the game of telephone tag?

Unified messaging is one answer. A new report from the International Engineering Consortium suggests that the number of people using unified messaging will rapidly grow from its current 100,000 users. The IEC expects this market segment to explode in the new few years.

One company, Linx Communications, is taking advantage of this market. Remote and mobile professionals who use Linx services are able to manage and unify their voice, fax, and messaging devices by providing one number for all calls, messages, and faxes. They call this "unified communications" (unified messaging with real-time call connection). Linx's Web- and phone-accessible unified communications solutions simplify communications and increase connectivity and user control.

This technology is useful for several kinds of companies, and Linx recently announced that iVillage, operator of iVillage.com, an online women's network, has implemented Linx's unified communications services to streamline communications within its network support and on-call systems operations departments.

ONE NUMBER MAKES IT EASY
iVillage.com will use a number of Linx's innovative unified communications services including LinxConnect one-number service, LinxFind enhanced voice messaging service, and LinxOffice "virtual PBX" service. LinxConnect provides iVillage.com technical support and network systems' employees with real-time call connection, call screening and simultaneous ringing at three different phones. This simplifies and speeds the ability to quickly reach network support personnel for customer support or network problems.

"Because we are a 24x7 business, the availability of our network goes beyond just being business critical -- it's the lifeblood of our operations. So, our operations and systems technology departments need to be accessible in real-time to respond to incoming customer calls," said Ted Tickell, director of operations at iVillage.com.

ON-THE-GO CONTROL
Linx markets a suite of Web-enabled communications services that give on-the-go professionals complete control over their phone calls, faxes, and messages at any time, from any location. LinxConnect, Linx's flagship service, streamlines multiple communications tools (voice, wireless, messaging, and fax) into a single local or toll-free number. LinxConnect combines different devices into a single number, and makes it easier for users to be reached. It also allows them to better prioritize calls and messages.

"We need to communicate with each other on-the-fly, wherever our teammates may be, and LinxConnect makes that a reality. Linx offers reliable connections and can prioritize the inbound calls we take to better serve our customers," said Tickell

LinxConnect features LinxWeb, an innovative personal communications Web portal that allows users to listen to voice messages, view faxes, manage communications, and initiate real-time call connection via the Web.

WHAT, ME WORRY?
How do you get the features of a quality voice mail system, while increasing users' connectivity?

LinxFind can help. It allows users to receive calls from any location so that they can leave the office without worrying that important calls will get lost in their voice mail. It also provides call-forwarding capabilities with added intelligence from the Linx network: when a person calls a LinxFind user's office and she is not there, LinxFind instantly sends the call to the user's mobile phone or any other number selected by the user. The caller is announced, allowing the user to take the call or send it to voice mail. Users can take only the calls they want or need.

"In this world of too many numbers and too many communications tools, it is gratifying to provide iVillage.com with the tools it needs to respond quickly and efficiently to support calls," said Joe Gately, president and CEO of Linx Communications. "iVillage.com is such an active and dynamic Web site, and the operations team is taking a leap to the next level of technical support by being available and accessible at any time, no matter where they are."

LinxOffice is a "virtual PBX" -- a custom-tailored solution designed to meet an organization's unique communications requirements. With a robust, full-featured automated attendant for a foundation, LinxOffice combines the features and functions found in Linx's suite of unified communications services to provide a complete, comprehensive phone system, on a subscription basis.

Linx also offers other enhanced communications services such as LinxFax fax store-and-print service, LinxConference conferencing service, and LinxCard local and long distance calling cards.

One-number services such as Linx's make it easier for businesses like iVillage -- whose employees need to be accessible anytime, anywhere -- to keep the lines of communication open: When someone is needed, that person can be reached. After all, who wants to take a local train, when there's an express that will help you reach your destination much faster? The same thing can be said about services like Linx's -- instead of spending time taking calls that could wait until later, or wading through the voice mail swamp, these services allow users to prioritize and stay in control.

Carol Drzewianowski welcomes your comments via e-mail.