The purchase of new communications equipment is a big decision, a bigger
investment, and an even bigger undertaking, for any size company. Technology
is playing the lead role in today's business marketplace. A state-of-the-art
communications system is not only vital to maintaining today's business
balance, but also to achieving, and remaining "plugged in" to the
customer voice. Many businesses are perpetually playing catch-up, sinking
more and more money into legacy communications technology to keep themselves
out of the dark ages, and provide employees with the latest tools to stay
competitive. This "technology trap" can be ruinous to otherwise
potentially successful companies.
But as new technologies develop, they spread impartially in all
directions creating some seemingly alternative routes to this great expense
-- one being a new breed of application service provider (ASP) called a
communications ASP, or CASP. ASPs have been gaining popularity the last few
years for hosting a variety of services from by-the-hour gaming, to
tax-season software, to complete office suites. Users are allowed to utilize
the software services remotely, without loading anything (or very little) to
their desktops in exchange for a small rental or membership fee. Within the
ASP genre, CASPs are beginning to crop up filling the greatly needed niche
of reduced-cost communications. HotVoice Communications International has
emerged into this market retailing HotVoice: A CASP delivering services such
as global unified messaging, call forwarding, e-mail, fax, wireless
application protocol (WAP) access, phone, and WAP e-mail reply via voice
--all for free.
INSTALLATION
As with many ASPs, HotVoice requires no installation. Its unified-messaging
inbox can be accessed with any browser. Though it is necessary to fill out a
form enabling you to start a HotVoice account, it will only take a few
minutes to complete. The standard information is required: Passwords, some
user information (name, address, etc...), and not much else. A small utility
(about one MB) is available called the HotVoice Communicator, which looks
similar to AOL's Instant Messenger. It runs independently as long as you
have an IP connection. HotVoice Communicator is also free and integrates
with HotVoice, bringing additional functionality to any desktop.
Communicator provides various types of notification along with instant
messaging and talk capabilities. If trouble should arise viewing a fax,
Acordex DocView can also be downloaded from the same location as HotVoice
Communicator. This should alleviate any potential viewing problems you may
experience.
DOCUMENTATION
Help and support are available throughout the HotVoice Web site. Even the
home page supplies potential members with a Support tab. The home page also
supplies links to overviews, business solutions, and a description of the
HotVoice management team. Icons route surfers to a document link if they're
curious and want additional information about each major feature. All help
avenues point to a FAQ page and a User Guide. The FAQs are arranged
according to feature, denoted by a small icon. The User Guide appears to
have been indexed chronologically. The support and help answered major
questions/issues that arose while we were testing. The registration page is
also worth a mention, constructed in such a way that a brief description or
explanation is provided to the right of each input field. The WAP
functionality also seemed to be covered in great detail.
FEATURES
HotVoice Communications bills its CASP HotVoice as a next-generation
communication service. HotVoice does provide an alternative approach to
communications for both personal and business needs. The service integrates
e-mail, fax service, and voice mail, all of which can be retrieved from the
unified messaging inbox. Voice over IP (VoIP), instant messaging, and
message alert features are supported through HotVoice Communicator. HotVoice
also offers a global network of gateways designed for local accessibility,
and members within the US are provided with a toll-free gateway number.
Other features include:
- Worldwide voice mail and fax sending and retrieval via toll-free/local
gateway numbers;
- Voice mail/fax sent to unified messaging inbox via phone;
- Web-based e-mail;
- E-mail forwarding;
- Web browser access to unified messaging inbox;
- HotVoice Communicator enables desktop message notification, VoIP, and
instant messaging;
- HotVoice Communicator integrates with Microsoft Outlook;
- Web-based calendar and address book;
- Phone access to address book and unified messaging inbox;
- Always Follow Me (AFM) routes incoming calls to a list of personalized
phone numbers (this feature is currently in a beta testing stage);
- WAP accessible unified messaging inbox;
- WAP e-mail reply via voice; and
- Pager and cell phone message notification (devices with domain name
functionality only).
OPERATIONAL TESTING
TMC Labs focused on the core functionality of this service. Its unified
messaging capability was paramount to us. We also liked the Communicator
utility and as a consequence took some time to test its functionality as
well. One area we regret not being able to fully test is WAP. Unfortunately
all of our WAP-enabled phones were signed out of inventory at the time of
this review, so we were unable to test the WAP e-mail reply via voice. We
did however test some of the messaging functionality via a WAP simulator.
E-mail is of course one of the core features of HotVoice and also easily
tested. A HotVoice e-mail address is comprised of your "alias" or
logon name, and the hotvoice domain -- that is: [email protected]. The
inbox is reminiscent of a Hotmail or Juno account in that the aesthetics are
similar. We were effectively able to set (standard) filters to route spam or
e-mails containing specific words to the trash. The block sender
functionality is also available. We examined the forward e-mail and voice
mail option as well. They worked great, and while not only forwarding the
messages to another address, a copy was also deposited in the HotVoice inbox
-- just in case it was missed at the forwarding address. Spell check is
available, though we wished you could view the entire document and check
spelling simultaneously.
Voice mail works as well as any industry-standard premise system. Though
it's not quite as feature-rich, functionality exists to check your voice
mail from the unified messaging inbox, or have it forwarded to, say your
work e-mail address. Additionally, you can retrieve voice mail from any
phone by dialing into the toll-free gateway (U.S. only), entering your
account number (HotVoice suggests using your home phone), and your account
password. Conversely, a person interested in contacting you a via a voice
mail message needs your account number.
HotVoice Communicator is a downloadable utility or client of the HotVoice
service. Communicator allows you to instant message another member, make and
receive VoIP calls from your PC, make and receive calls across the PSTN (via
the H.323 protocol), and receive alerts when new messages arrive in your
inbox. Instant messaging works great, though it isn't quite as feature-rich
as say, its AOL counterpart, but it does offer standard functionality. We
built a buddy list, which revealed TMC Labs members were logged on, and we
were also able to change our online status to: Away, in a meeting, out to
lunch, and so forth. We connected via voice and chatted with one another via
VoIP, though with some latency and echo. Communicator also offers a
co-browsing feature which allows the initiator to push Web pages to the
person they're chatting with.
Communicator also allows HotVoice members to dial out, and receive calls
from any PC. We tested both. Results varied, but were always acceptable.
Though at times we found ourselves talking over one another a bit due to the
delay, volume wasn't a problem, nor was the connection. Any of the local
Bells could have been experiencing similar difficulty at that point in time
as well, since we were partially using the PSTN to place or receive part of
the calls.
The AFM feature is one of our favorites. Unfortunately at the time of
testing it was still in the beta stage. Nevertheless, we tested it anyway.
AFM allows you to devise a hierarchy of devices you'd like to route calls
through based on your location at a given time. That is, it funnels calls to
a series of phone numbers (which can be reordered or changed at any time
from the inbox) depending on where you're most likely to be: Work, home,
cell, a relative's house, HotVoice Communicator (if logged on) -- or any
other device with a U.S. phone number. If a connection is not made at any of
the numbers in the AFM Current Device list, the call terminates with the
option to leave a voice mail in the unified messaging inbox. We didn't
encounter a limit as to how many devices could be set, though there probably
is some sort of cap, perhaps dictated by level of service. The gateway
number for AFM at the time of testing was not the same as the toll-free
number for the other features. This may or may not make it more difficult
for others to connect with a HotVoice member, depending on the resolution
when the feature achieves gold status.
WAP access provided a portion of the IP functionality. After login, a
menu displayed presenting the number of new messages divided into three
categories: New E-mail, New Voice, New Fax. Although those three message
notifications are displayed, we only seemed able to access e-mail using our
WAP simulator. We tested the functionality by reading and replying to some
e-mails. It performed flawlessly. The advantage of the WAP simulator is that
it gives us access to a full-size keyboard, a luxury obviously not supplied
with any WAP-enabled cell phone, which can make e-mail response highly labor
intensive. Instant messaging (IM) is also featured with WAP access. We
tested this function and thought that WAP seems better suited for IM given
its to-the-point linguistic behavior, and the unfriendliness of a wireless
phone's alpha-numeric keypad.
Contacting a buddy via IM is simple because the WAP menu provides a buddy
list lookup. It tells a member who's active on their list and a text message
can be sent just as it would via IP. One question we had because we were
using the simulator was: Is a wireless customer alerted if they receive an
IM? We're guessing yes, that if you configure the wireless notification
portion of your account, you'll receive some sort of incoming-message
signal. All we could do was navigate to the Get Messages option, to see if a
reply was sent to our outgoing IM. Since we were running the simulator, we
didn't bother trying the voice response, which is also offered on the WAP
menu.
ROOM FOR IMPROVEMENT
We liked the HotVoice service. It provides a valid, low-cost, unified
communication alternative. We did uncover a few things that we would have
done a little differently. Though in all fairness, it should be noted that
several of the areas we're citing for a small change, or further
development, are indeed still getting the "kinks worked out" by
HotVoice themselves.
Though we do understand that the AFM feature was in the beta testing
stage at the time TMC Labs reviewed the product, we thought a few things
were worth mentioning. First and foremost, the feature does work when it
connects, and works fairly well, with minimal latency, echo, and feedback.
We're sure that as this feature is developed, HotVoice will provide many
more local access numbers other than the sole gateway number in the 408 area
code of California. Or perhaps some toll-free numbers in the same fashion as
their unified messaging gateways. Either way, a local or toll-free call
would be optimal.
We thought the functionality within AFM could be slightly refined. At the
time of testing it didn't seem to be able to anticipate, or apply a
"work around" for the instance when someone might pick up the
phone at a location where no one is supposed to be. That is to say, within
the AFM dialing protocol created by the user, a call is easily intercepted
by anyone picking up the receiver at any of the specified digits. We thought
that this function would be more effective if when a call is picked up
accidentally (your cleaning lady, or your house sitting little brother Billy
decides to answer your phone), a voice prompt identifies the incoming call
as a HotVoice call when it is answered, and instructs the person answering
to enter the account pin, in effect identifying the greeter as the
sought-after party. If the pin isn't entered correctly, say within a few
seconds, the call rolls on to the next destination until it terminates.
One other area of functionality we found ourselves wishing was available
is the ability to read e-mail by phone. A text-to-speech (TTS) engine would
do the trick. In all fairness to HotVoice, the User Guide does document that
this functionality isn't available yet -- alluding to the fact that it will
be available -- at some point. No word when though, as of this review.
CONCLUSION
Overall we liked the HotVoice CASP very much. Though some features are not
available yet, and others are still beta testing, they exude potential
providing shades of additional functionality to better connect global users.
Local gateway numbers and U.S. toll-free gateways provide non-members with a
simple and cost-effective means to contact subscribers, uniformly allowing
members to access their accounts and use services. E-mail, fax, voice mail,
and IM are essential business tools smaller companies may venture to try
from a CASP, thus reducing hardware and associated costs, and providing
relief from expensive maintenance and upgrades. Though, be advised:
Communication services would then rest in the hands of another. In our
opinion CASPs and ASPs are only going to grow in popularity with the
offering of an alternative to high overhead costs due to premise equipment
purchase and maintenance. We commend HotVoice Communications for launching
HotVoice. It's a good product possessing many merits and certainly deserving
of an Editors' Choice award.
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