Intelliverse (News - Alert), a cloud-based hosted communications provider for enterprises, has unveiled its ION service delivery platform.
Officials with Intelliverse said that ION, which stands for Intelliverse Open Network, based on a service-oriented architecture (SOA), supports all of Intelliverse's services, including Interactive Voice Response (IVR), Automated Call Distribution (ACD) and VoIP.
Company officials said that IVR automates interactions between businesses and customers by giving customers phone access to information or resources they need while using technology to do so in the most cost effective manner for the business.
ACD intelligently routes inbound calls to call center agents based upon predefined routing criteria such as time of day, agent availability, language selection and agent skills, regardless of their locations.
"The evolution of our hosted communications solutions culminates in our new ION platform," said Kevin M. Moran (News - Alert), president and CEO of Intelliverse, in a statement.
"Because Intelliverse developed the platform, we have the agility and flexibility to customize applications without a custom price, offering enterprises the integrity they require of their communication services," said Moran.
Company officials said that ION's design as a singular platform provides a competitive advantage by allowing Intelliverse to provide customized solutions and combining elements of different services to its clients.
Because all services are modular yet integrated on the SOA, Intelliverse is also able to customize services for its clients, as well as add new services and provide secure applications over this industry-standard platform.
All application logic is developed and deployed by Intelliverse on quality technology components, including Acme Packet session border controller, Dialogic media servers, and Oracle (News - Alert) SIP application servers.
TMCnet recently reported that Intelliverse’s Hosted IVR with ACD product offering has received the 2011 INTERNET TELEPHONY Excellence Award presented by INTERNET TELEPHONY, a magazine from TMC, a global, integrated media company.
The Hosted IVR from Intelliverse ensures faster call resolution through skill-based routing, agent availability and other parameters, which also ensures calls are routed to the right agent. The solution allows the companies to work with a single solution provider, giving them a custom communication system.
Anil Sharma is a contributing editor for TMCnet. To read more of his articles, please visit his columnist page.
Edited by Juliana Kenny