China Research Laboratory

Improve Customer Satisfaction by Improving Phone Service

        Are your customers frustrated by expensive corporate phone bills? Are their employees disturbed by mobile phone calls in meetings? Do they need services that would allow important customers to reach them via the office number even when they are out of their offices? If the answer is yes, IBM’s converged services technology can help.

What does it do?
This solution developed by IBM China Research Laboratory can be deployed in a telecom network as well as in enterprises. It can provide converged services to the customers. Telecom service providers could offer hosted services for end users based on this solution.

What’s Different
IBM China Research Laboratory offers Voice over IP (VoIP) infrastructure solutions as well as services that can work with or replace old Private Branch Exchange (PBX) systems. With our technology, your customers could experience IP telephony that offers quality similar to that of the TDM telephony, but at a much lower price. Moreover, they could enjoy the new converged communication services that integrate data, voice, video and instant messaging. These services can be integrated seamlessly with the business processes of the company to improve efficiency. That, in turn, would allow customers to reach the people they want in a way that’s convenient for them, which could vastly improve customer satisfaction.

Technical Advantages
The infrastructure consists of the following components:

• Access Gateway: Enables users in the Public Switch Telephone Network (PSTN), mobile network or PBX network to access users as well as services inside the VoIP network
• Converged Application Server: Offers a platform for the development, deployment and management of valuable services
• Functional Feature Servers: Support specific functions, including conference server, Text-to-Speech (TTS), Automatic Speech Recognition (ASR) server, Interactive Voice Response (IVR) server, messaging server, location server and calendar server, among others.
• VoIP Client: End users can make and/or receive phone calls, have video conferences, chat with friends and use other types of communication services.

The infrastructure has adopted Session Initiation Protocol (SIP), an Internet standard for real-time communication and collaboration, as the basic control protocol. SIP is also used by the telecom industry as the core signaling protocol in the third generation network, so by investing in SIP, your customers are investing in future technology.

Customer Benefit

• New converged Communication service with affordable cost
• Improving business efficiency
• Improving customer satisfaction

IBM Benefit

• Meeting the growing customer’s requirements on next generation communication services
• Dragging IBM software, hardware and services.

Our Contact: Jie Xin Jiao (Jie Xin Jiao/IBM/China) and Tao Guo (Tao Guo/IBM/China)