networking environment. Frame relay and ATM users will find a service that switches traffic based on layer 2 identifiers like their current offering, but one that also takes advantage of the traffic-engineering and performance benefits of MPLS.

lation member services or interconnects with other Star members via direct VoIP peering arrangements.

Acme Packet Announces a VoIP Connected Universe At VON Europe Autumn 2006, Acme Packet ( www.acmepacket.com) announced a new program to accelerate the implementation of IP interconnects between service providers for VoIP and other end-to-end universal IP interactive communications services. Acme Packet Connected Universe connects Acme Packet-enabled service providers to one another to extend service reach, drive down costs, improve service quality, and ultimately exploit new IP communications opportunities beyond voice. The program encourages all types of service providers to connect to one another directly either via neutral exchanges or as a part of private federations. Membership in the program is open to service providers that purchase Net-Net SBCs from Acme Packet directly or from one of Acme’s distribution partners. There are two types of Acme Packet Connected Universe members. Constellation members offer IP intercon-nection-based services to other service providers, including PSTN termination or origination, IP transit, VoIP interconnect exchanges, neutral registry services, regulatory services, and wholesale hosted voice and specialized services. Star members are Acme Packet-enabled service providers actively seeking constel-

Orange Business Solutions Launches United Defense Orange Business Services ( www.orange-business.com) has announced Unified Defense, a fully managed, worldwide solution providing several security features delivered from a single hardware platform. A network firewall, anti-virus gateway, intrusion detection probe and prevention system, and URL filtering engine are all combined onto one server

 

to provide effective and resilient security without the monitoring and management hassles at a competitive price. The solution is available in four scalable configurations to meet needs ranging from small companies or branch offices to a multinational’s large headquarters, and a minimum configuration of firewall and anti-virus can be enhanced at a later date by enabling additional features.

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like a queuing and skills-based routing problem. We’re seeing companies extend their contact center functionality to include individuals outside the center itself and making those individuals available on a part-time basis. We’ve heard of one company that is, in effect, making the entire staff available to be part of an extended agent pool.

IP facilitates both situations– reaching a specific specialist and reaching a specialist with a specific skill set. Here are some of the examples we saw where specialists are linked back to the contact center:

• Field staff, such as claims adjustors in insurance companies or appraisers in mortgage banking. “Before, getting hold of a specialist added two days of time to our typical process.”

• Technical specialists, such as Tier 3 and 4 support for medical technology and sophisticated computer systems. “We are using IM today and can’t wait for presence-based UC.”

• Medical applications, to reach doctors and nurses. “Sometimes, we have situations where we urgently need to reach the doctor to clarify a patient order.”

• IP-enabled video kiosks back to a contact center to provide in-store assistance. “The retail store clerks never really understood our products and would be unable to help a customer interested in the technical details.”

Adax Launches Low-Profile PCI Express High-Density Signaling Controller Adax ( www.adax.com) has launched a low-profile PCI Express form factor of its HDCII controller, the HDCII-LPe. Specifically designed for wireless, wireline, and converging PSTN/IP network platforms, it is dynamically configurable, per port and per channel, and supports multiple protocols including SS7 MTP2 (64k and 2Mbit), SCTP, frame relay, and X. 25 on all 128 channels over four T1/E1 ports. Existing Adax customers can use the low-profile board without needing to change their current application as the HDC driver software is the same for all HDCII board formats: PCI/PCI-X, PCI Express, PMC, and AMC. As with all HDCII cards, the low-profile board is capable of handling up to 124 low-speed signaling links or four high-speed links at full line speed and can perform many thousands of transactions per second while maximizing the bus performance and reducing the load on the host processor. V

Our interviews show that companies will invest in applications that reduce cycle times for customer-facing interactions. IP-enabled solutions have been successful in achieving these goals. There are many examples, and we’re interested in learning about others. If you have an interesting story to tell, write to me. We’re continuing to collect examples and using them to drive industry developments. I’d really like to speak with you. V

 

Don Van Doren is president of Vanguard Communications ( www.vanguard.net), an independent consulting firm that specializes in helping clients achieve their business goals through better customer contact solutions. Contact him at dvandoren@vanguard.net.