Verizon eases move to IP contact centers

Enterprises that want to run an IP (Internet Protocol) contact center over the Verizon Business network won't have to bring their own gateway anymore.

Verizon Communications' global enterprise services unit is putting the infrastructure for its Toll Free and AVR (automated voice response) services into its own network, allowing customers to plug into the services through any broadband connection or traditional leased line. On Tuesday at VoiceCon Fall in San Francisco, it is set to announce two new products: IP Toll Free and IP IVR. Both are in trials now and will be generally available starting next month, according to Verizon.

Both offerings 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 SIP (Session Initiation Protocol) and are certified compatible with Avaya Communication Manager with SIP Enablement Services 3.1 software and other SIP endpoints, according to Verizon.

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

The new Verizon Business services can run over either 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 in remote offices, said 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," said IDC analyst Will Stofega. Enterprises with contact centers want flexibility, and new offerings like Verizon's make setting up a call center almost like buying a utility, he said. 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 said.

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