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Monday, January 15, 2007

iPhone: It's All About the Voicemail

In all the media ho-hah over the iPhone, is there anything left for us poor call center/telecom folk to say? Besides "I want one, right away, no matter what the cost"? Yes.

Yes, there is one thing to add. It strikes me that one of the most significant advances made in the development of the iPhone is one of its least remarked upon in the press. That is its relationship to voicemail.

Consider: Cingular agreed to a deal with Apple based on the mere idea of a phone, not even a prototype. But then, to up the ante, Apple insisted that Cingular rewrite the behind-the-wall code that renders its cell service's voice mail interface to the phone. Apple wanted the iPhone user to be able to select a voice mail out of order, essentially by picking one from a list and selecting it. This has been around for a while on business systems and in unifed messaging applications, and to a lesser extent in some of the public VoIP apps. But if I'm not mistaken, this is the first time that true "visual voice mail" has been included in a full blown consumer phone. It's also amazing the degree to which Apple has the leverage to force changes to someone else's closed spec.

Posted by Keith Dawson on Monday, January 15, 2007 at 2:54 PM



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