[March 12, 2004] Advanced INFONXX Network Technology Leads Way For VoIP-Enabled Carrier Customers As traditional carriers and cable firms offering phone service seek lower costs and more reliable service, INFONXX is delivering their directory-assistance needs with Voice over Internet Protocol (VoIP) economy and power through its state-of-the-art network architecture. INFONXX, the world's largest non-carrier directory assistance and enhanced information services provider, has taken advantage of VoIP technology for more than two years to maximize call-center efficiency and effectiveness. Now its carrier and cable customers are able to seamlessly integrate directory assistance services via INFONXX's fully converged privately managed IP network with their own developing programs. A number of telephony and cable companies are starting to implement VoIP technology -- the same technology that powers the Internet -- to allow businesses and consumers to connect with their services rather than through traditional networks. According to Michael Bates, VP-Network Operations, VoIP capabilities have helped INFONXX respond effectively to its explosive volume growth; today, the company manages a database of more than 210 million listings with a 65-percent churn rate; Customer Service Representatives (CSRs) on three continents respond to 50 million calls per month. "This network architecture gives us the room to expand our call volume significantly," added Bates. Bates says inexpensive bandwidth that economically handles this kind of volume is only one attraction of Internet-based networking. "VoIP allows us to better support our customers' plans to offer sophisticated new consumer offerings," says Bates. "This includes concierge services and customized connections that identify and incorporate caller preferences without annoying prompts." Bates says the VoIP network architecture also gives the company speed and flexibility in connecting new carrier customers to INFONXX's directory assistance and enhanced information services. And advances in Internet technology have addressed any issues regarding reliability and quality-of-service concerns. INFONXX is in the midst of a major network upgrade that will further enhance its VoIP capabilities. When a carrier or corporate customer makes a directory assistance call in North America, that call flows into a strategically located tandem switch - also called a "point of presence" (PoP). By April, "mega-PoPs" will be operational in Redwood City, Calif. and Secaucus, N.J. These high-volume switches at the "edge" of the network more accurately direct calls to the right CSR, reducing the risk of network-dropped calls - and enabling INFONXX to spread demand efficiently across its call centers. A third mega-PoP is expected to be installed in the Midwest U.S. in 2005. Each large switch handles 10 times the call volume of a current network PoP. The new switches also allow for more customer-experience enhancements, including automation, to the network. Some smaller PoPs will stay in operation; most will be taken out of service. The PoP directs calls to a voice network gateway, digitizing them and allowing them to flow throughout the INFONXX network backbone using VoIP. Calls are directed to the proper call center through a series of intelligent routers and gateways, reaching the CSR best able to handle the inquiry. "We are reinforcing our commitment to quality and outstanding service delivery throughout the company," added Bates. "Ensuring our network can and will perform to our high standards places us in a unique position to serve our customers - and their customers - now and far into the future." [ Back To TMCnet.com's Homepage ]