Telephony is the term used to describe a host of services all made possible because of advanced convergence of communications. Voice over IP (VoIP) and next generation networks are all terminology being used to describe the next step in the evolutionary process.

The term “converged communications” relates to the integration of voice (fixed and wireless), data and video services. Interestingly this is what ISDN (integrated services digital network) was supposed to do when marketed in the 1970s. The key difference however relates to cost. With ISDN, the cost of deploying technology was a real barrier where almost the opposite is now true with data equipment - the low cost of technology is actively aiding migration to IP.

Convergence also relates to the combining of what were once four distinct networks – circuit switched telephone network, cable network, mobile network and Internet service provider networks. Convergence was made possible by being able to transport voice, data and video in exactly the same way.

With the effective use of converged networks companies can actively improve their customers’ experience of dealing with them: positioning the business ahead of the competition in its customer service.

But what are the applications that make these benefits a reality?

Text-to-speech (TTS) and automatic speech recognition (ASR) technologies are helping to improve the customer’s experience. Through the use of TTS, for example, you can hear your emails via your mobile phone and be alerted that you have an urgent email waiting via SMS messaging. Unified messaging allows a person to be contactable wherever they are, by whichever communications device they choose, an application ideally meeting and driving the changing working practices of business and its employees.

Voice portals are another application taking advantage of speech applications. A voice portal relates to a means of gaining information, and data, residing on an enterprise’s existing web site or database – all through the use of speech. On a web navigation basis callers can gain information on stock quotes or sports results, for example. On a very basic level a voice portal system will work by prompting the caller for the information they desire, then by connecting them to the appropriate web site to obtain the desired information, relay this back.

Voice portals in business provide easier access to services and can actually streamline customer service.  For example, presenting an alternative to sometimes complicated voice mail menus, customers looking to pay their gas bill could simply request “payments”, taxis can be booked, parking tickets paid and checked, flowers selected and sent and donations made to charity – all through the use of speech.

These are just a few examples of applications already being used - in terms of what is waiting in the wings it really is limited only to your imagination.