Voice/Data Integration Technologies - Advances in Applications

Advances in Applications

Real cost savings are sufficient for deployment of voice/data integration technologies. However, there are added benefits, which will become more evident in the future. As applications evolve, organizations will gain increased user productivity from the integration of voice and computer applications. Computer telephony integration (CTI) was begun by PBX vendors in the 1980s to integrate computers with PBXs to provide applications such as advanced call center features (for example, "screen pops" for agents).

However, as voice/data integration continues, the line between voice and data applications will continue to blur. For example, Unified Messaging systems are now available that combine voice mail, e-mail, and fax messaging into a single, convenient system. With these advanced systems, users can have e-mail read to them over the phone or can add document attachments to voice mail. At the enterprise level, new applications such as virtual call centers allow call center agents to be distributed anywhere within reach of the data network, while still receiving the full suite of call center functions and features. They can even receive calls over their computers rather than using a traditional telephone instrument, and they can provide "blended contact center" support to answer Web user questions with electronic chat capability and e-mail between voice calls. These capabilities go far beyond simple cost savings and will ultimately make organizations much more effective and profitable.

The strong pressures driving the integration of voice and data networks have resulted in various solutions to the problem, each with its own strengths and weaknesses. Three general approaches exist:

•Voice over ATM

•Voice over Frame Relay

•Voice over IP

There are also mixed solutions, including voice over IP, over Frame Relay, and so on. These are illustrated in Figure 19-1 The figure shows that voice over ATM and voice over Frame Relay are primarily transport mechanisms between PBXs, while voice over IP can connect all the way to the desktop. More details are available later in this chapter.

Figure 19-1 Mixed Solutions Including Voice over IP, Voice over Frame Relay, and so on.