Verizon eases move to IP IVR

Companies that want to run an IP contact center over the Verizon Business network won't have to bring their own gateway anymore.

Verizon's global enterprise services unit is putting the infrastructure for its toll-free and automated voice response (AVR) services into its own network, letting customers plug into the services through any broadband connection or traditional leased line. Last week the company announced two new products: IP Toll Free and IP IVR. Both are in trials and will be generally available starting next month, according to Verizon.

The products are designed to help large organizations interact with customers. IP Toll Free provides a free phone contact number for the enterprise, and IP IVR lets customers navigate a call center using voice commands. The services use Session Initiation Protocol (SIP) and are certified compatible with Avaya Communication Manager with SIP Enablement Services 3.1 software and other SIP endpoints, according to Verizon.

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Companies that want to run an IP contact center over the Verizon Business network won't have to bring their own gateway anymore.

Verizon's global enterprise services unit is putting the infrastructure for its toll-free and automated voice response (AVR) services into its own network, letting customers plug into the services through any broadband connection or traditional leased line. Last week the company announced two new products: IP Toll Free and IP IVR. Both are in trials and will be generally available starting next month, according to Verizon.

The products are designed to help large organizations interact with customers. IP Toll Free provides a free phone contact number for the enterprise, and IP IVR lets customers navigate a call center using voice commands. The services use Session Initiation Protocol (SIP) and are certified compatible with Avaya Communication Manager with SIP Enablement Services 3.1 software and other SIP endpoints, according to Verizon.

Contact centers worldwide have begun migrating from circuit-switched to IP technology for cost savings and flexibility, including being able to integrate methods such as e-mail and instant messaging into their communication options.

The new Verizon Business services can run over the carrier's own IP network, which reaches 150 countries, or the Internet. Companies can tap into them from any office with a broadband data connection or a circuit-switched service, because the gateways between IP and conventional carrier infrastructure are on Verizon's network. That lets enterprises migrate to IP gradually, as well as set up contact center staff in their homes and remote offices, says Jim Tyrrell, executive director of advanced voice services at Verizon Business.

"I think we're just going to see more of this kind of thing," says IDC analyst Will Stofega. Enterprises with contact centers want flexibility, and new offerings such as Verizon's make setting up a call center almost like buying a utility, he says. For example, Avaya recently introduced a service that lets customers add more call center seats during a busy season and take them down afterward, he adds.

IP Toll Free and IP IVR will be offered first to U.S.-based customers and later in other countries. Pricing will be similar to the current circuit-switched toll-free and AVR services, according to Verizon.

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