As VoIP adoption in enterprises accelerates, the marriage of VoIP and automated speech is increasingly prevalent. IBM’s near $1 billion sale to Lloyds TSB in the U.K. includes the installation of 70,000 IP-telephones (from Cisco) and plans to VoIP enable contact centers with 10,000 agent workstations. In the healthcare/insurance sector Nortel (in conjunction with British Telecom) baked VoIP+speech into speech-enabled auto attendant for Guy’s & St. Thomas NHS Foundation Trust. Stateside, Geisinger Health System’s VoIP+speech deployment includes automated handling of appointments, physician referrals and contacts.

Architectural execution: Medium
Market value: High
Ecosystem implications: High

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Categories: Advisories