The Intelliverse Open Network (ION) is a consolidated service delivery platform that supports all of Intelliverse’s services, including Interactive Voice Response (IVR), Automated Call Distribution (ACD), Messaging and VoIP. ION truly reflects the culmination of Intelliverse’s more than 25 years providing cloud-based communications services by combining practical, real-world experience with an understanding of the benefits that the latest in communications technology can bring to its customers.

The Hybrid Approach

When designing ION, Intelliverse considered the benefits of both an internally-built proprietary platform and an off-the-shelf third party system. Whereas proprietary platforms offer maximum flexibility to the service provider, time to market can be slow because everything must be developed internally. On the other hand, a third-party system can be restricting because the service provider is limited by the product roadmap of the third-party vendor.

To receive the benefits of both situations, Intelliverse chose a hybrid approach. Best-in-class technology components including Acme Session Border Controllers, Dialogic Media Servers, and BEA/Oracle SIP Application Server form the foundation of the ION platform. In this way, Intelliverse is leveraging the technologies from each of the core component vendors. Intelliverse then develops and maintains the application logic for all of its service offerings by using the core components as building blocks. The result is a platform that is based on proven, industry standard components yet allows Intelliverse ownership and control of its own intellectual property.

Bonded Together

Intelliverse recognizes that the lines between types of communications services have been blurring. Services once marketed as Unified Communications have now become integrated into business-class VoIP phone services. The notion of “convergence” doesn’t simply refer to the integration of voice traffic over data networks but also to integration of landline and mobile services, the merging of voicemail, SMS, faxes and email messages into a single inbox, and the combination of real-time and non-real time communications.

In response to this constant confluence of technologies, Intelliverse had a vision to support all of its service offerings on a single technology platform. The communications issues facing today’s changing businesses are not often addressed with services that fall neatly “in-the-boxes” of IVR, ACD, or VoIP. Often, the best solution is one that brings together attributes of different service categories. ION's design as a singular platform provides a competitive advantage by allowing Intelliverse to provide customized solutions by combining elements of different services.

Molecular Design

ION is based on a Service-Oriented Architecture (SOA) style of design which makes use of reusable components, or “services,” and combines them into configurations based on the specifications of the desired product. Because all services are modular yet integrated on the platform, Intelliverse is able to efficiently customize services as well as add new services. This design choice allows Intelliverse to more rapidly deploynew features and minimize development that benefits only a single customer or service.

This ease of customization also allows Intelliverse to more deeply integrate a communications solution within a customer’s operations. A tightly integrated solution is important as businesses are being forced to automate interactions with customers. The early days of automation- static, generic information provided systematically to all users- made a bad first impression with most users of such systems. The evolved communications solution needs to dynamically provide a personalized experience allowing users to take action and make transactions resulting in a truly interactive, valuable experience.

Charged for the Future

ION is the ideal springboard to propel Intelliverse into the next-generation of communications solutions. With a foundation in industry-standard core technologies and the ability to rapidly deploy customized solutions, ION gives Intelliverse a platform on which it will continue to build relevant, communications solutions.