IPvoice is Reinventing Universal Communication Platform Management

3 minute read

IPvoice is the industry’s first autonomic and cognitive universal communication (UC) platform management solution. IPvoice allows enterprise-scale UC systems to self-manage, self-heal and self-learn while ensuring reliable service to users with limited intermediation of human workers.

Every technological breakthrough enables new opportunities for business automation. Today, enterprises around the world are turning to cognitive solutions to automate processes that, until recently, required a human employee — if not an entire team. To this end, IPvoice, our autonomic unified communication (UC) management system, is transforming the way that enterprises approach their UC management needs.

Always Watching

Traditionally, responsibility for maintaining an enterprise-scale UC system falls on a dedicated set or team of employees within the IT department (although many have other IT-related responsibilities besides maintaining UC). These employees are tasked with ensuring reliable service for users across multiple channels — everything from IP telephony (IPT) to video conferencing to mobile and beyond — and fixing any problems quickly. Relying on human intermediation for comprehensive 24/7 coverage requires a sizable investment in overhead, or these duties often clash with other IT support needs and issues. However, advancements in AI allow many UC management tasks to be automated.

IPvoice ensures a high-quality (i.e. outage-free) level of service via system-wide synthetic monitoring, which not only locates outages in real time, but proactively addresses them, ideally before any users encounter them. Once an anomaly is identified, IPvoice prompts specialized virtual agents to respond, diagnose, and remediate the issue. This comprehensive level of autonomics enables UC systems to independently “self-heal” in the wake of unpredictable disruptive events (e.g. storms, blackouts, floods, etc.).

Autonomic technologies are able to address system failures far quicker (and far more cost effectively) than a human team could. In fact, many of these problems can be addressed without any human intermediation at all.

A Learning System

In the event that a virtual agent is not able to fix the problem after following prescribed steps in a company’s Standard Operating Procedure, the issue can be escalated to a human employee. The virtual agent facilitates a seamless hand-off by packaging all the relevant data and a record of attempted fixes. The virtual agent can observe what the human employee does in order to learn new automations, which then can be created to address similar issues in the future. All this learning goes through supervised learning protocols.

IPvoice provides in-depth business intelligence reports on relevant data such as abandoned calls, call routing failures, gateway/trunk utilization, etc. This data helps companies locate failing system components before large-scale disruptions occur.

A New UX for the UC

Cognitive systems can also enhance the user experience (UX). When paired with an industry-leading digital colleague like Amelia, users can access the system using a natural language interface. This means any user can access advanced UC functionality regardless of technical prowess (e.g. an employee can simply “tell” the system, “Forward all my calls to my mobile phone until 6 pm tonight,” as opposed to following a complicated IVR interface or filing a ticket with the IT department). Likewise, enterprise service systems like Amelia AIOps (formerly 1Desk) can work with IPvoice to automate complex tasks associated with onboarding a new employee or relocating an office (e.g. setting up a new mobile device or a new office phone line).

IPvoice is currently being utilized by global enterprises from a number of industries including aerospace, food manufacturing, law enforcement, retail and others. It’s easy to implement and is vendor-neutral, which means it’s built to be compatible with all major UC vendors and has no dependencies on proprietary technologies. IPvoice can monitor UC on all types of hardware and cloud technology including Azure and AWS.

Cognitive and autonomic functionality for UC delivers benefits to end users (through enhanced, superior service), IT staff (by freeing them from highly-regimented, repetitive tasks), and corporate bottom lines (though accelerated efficiencies). There are more ways than ever to communicate with the world, and IPvoice helps the world make the most out of those communications.


The Intelligent Contact Center

Companies have spent decades implementing Interactive Voice Response (IVR) systems in their call and customer care centers, but they've proven unable to keep up with customers' expectations.

In this white paper, we examine the benefits of an Intelligent Contact Center, where companies utilize Conversational AI-powered virtual agents to provide first-line resolution and support for customers, and augment human employees through AI and automation.

Download our paper to learn the benefits of this approach and why current IVR systems simply will not cut it in today’s hyper-paced digital landscape.

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