Voice communication

Once the data communication networks were in place, people needed to leverage this infrastructure in order to use it also for voice communication – this new created industry was called IP Telephony – telephony over IP, very similar to the traditional wired telephony – IP telephony uses IP networks to operate.

By using the IP Telephony and the data-voice convergence respectively, people and companies managed to:

• talk cheaper between them – IP Telephony
• stay in permanent touch with clients – IP Contact Center
• stay in touch with internal employees and business partners – video-conferencing
• remote contact - flexibility
• increase productivity – all of the above

The data-voice convergence is further leveraged by the resilience layer, which enables the assurance of service delivery, by dynamically re-routing these time-agnostic types of service on the fastest available network links, for all types of solutions – from small offices to big SP networks.  

Improving business

Once this voice-data convergence was in place, people started to further expand the capabilities of this convergence, in order to improve their business, by streamlining the business-critical processes like: work location flexibility (mobility), communication improvement, customer care and many others.

Two business critical processes - customer communication and customer care – were massively improved by the deployment of  'Contact Centers', fully featured, customer-centric solutions, capable to offer a complete series of customer services, as the customer front-end. 

Further business improvement is achieved by adding the video-conferencing service-layer as a voice and video communication service, enabling people to have a “face to face” meeting instantly, regardless the location and the distance in between.