Switching to VoIP

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Chapter 16: VoIP Vendors and Services

Web-based call center services

A relatively new entrant into the TSP arena is the web-based call center provider. A

step beyond the hosted PBX model, this type of service provides ACD, IVR, call

queues, and other features commonly required in call centers and hosts them like an

application service provider (ASP) at an off-site data center. VoIP is used to connect

the call center endpoints with the ASP’s backend. Companies offering this service

include:

• ICT Group, Inc. (http://www.ictgroup.com)

• Echopass, Inc. (http://www.echopass.com)

• Cosmocom (http://www.cosmocom.com)

• Aspect (http://www.aspect.com)

Some smaller-scale call center services geared toward the small/medium business sec-

tor are available from Vonage and Packet8, too.

Telephony Hardware Vendors

Behind all the software and services that enable VoIP, there’s hardware. Whether it’s

a dedicated SIP call-routing server, an old-fashioned key system, or a PSTN POTS

gateway, we’ve covered a great deal of ground when it comes to silicon and iron in

the telephony business. Table 16-2 provides a partial list of key manufacturers of

hardware devices.

Table 16-2. Telephony hardware vendors

Manufacturer URL Devices

3com http://www.3com.com Phones, switches, and power products

Aculab http://www.aculab.com ...