Can you hear them now?

Verizon Business today introduced new internet protocol-based capabilities for its contact center services and VoIP portfolio. The capabilities include IP toll-free service; IP IVR, an interactive voice- response system for contact center services; and new IP trunking options.

All have interoperability with Avaya enterprise communications software. Verizon IP toll-free service promises to route incoming toll-free calls over IP and enables contact center agents to transfer calls using SIP capabilities. Verizon IP IVR provides call processing in a pure IP environment over a global network infrastructure.

IP Tollfree and IP IVR are compatible with Avaya Communication Manager with SIP enablement services 3.1 software and other SIP-enabled endpoints. Avaya Communication Manager with SIP enablement services is also certified for IP trunking, thereby allowing leverage of the VoIP portfolio to address inbound and outbound calling needs.

Explaining the new technology and concomitant adjustment in business strategy, Robin Goad, lead analyst, contact centers, Datamonitor was quoted in press material as stating that “Our research shows that there is a huge pent up demand for SIP-based call delivery.” Verizon Business is a unit of Verizon Communications, a leading provider of advanced communications and information technology solutions.