We live in a time of rapid technological development, especially in the field of communications. Voice over Internet Protocol, or VoIP, is fast becoming one of the hot topics on technology. Businesses are finding that the dropping price points for VoIP services, in addition to the rapidly growing uses of the technology is making it an attractive alternative to public telephone networks. Cost is driving factor for switching the communication to VoIP. Its Implementation in PBXs is another type of VoIP known as Soft-PBX. It started with the idea of trying to use IP to transport PBX traffic.

In today’s competitive world of software development, the time to market of a product can make the difference between the success and failure of the product and in some cases the business. In-house development teams often find it difficult to meet necessary deadlines, either due to insufficient manpower, other competing projects or because they lack the specialist skills needed for a particular task. In these circumstances the recruitment and training of new staff would often take too long, and be wasteful because it may not be practical to continue to employ them after the end of a project. Equally, hiring contractors is often expensive and unsatisfactory unless it is certain that they will have the required expertise.

The benefits of computerization in today’s world have forced organizations to automate their processes. It has been proved that automation is essential to maintain a company’s market position and profitability. This paper examines the problems that were being faced by “Simply Computers” in handling their manual mail ordering system, and how these problems were overcome by making investment in the automation of their labour intensive ordering procedures. The work was outsourced to Title Developments (formerly Arc Solutions Ltd), who played an integral part in increasing Simply Computers’ efficiency by automating other areas of the business such as stock control, in addition to the basic mail ordering system.

The importance of software in business is no longer in doubt and now user friendliness; response time and accuracy are the key features of every successful software application. Voice or speech recognition is one step towards easier to use software. Instead of using a keyboard or mouse, the user simply talks to his/her computer. This paper presents a brief introduction to speech/voice recognition technology and describes some of Title Developments work and expertise in this area. It is important to note in this paper that voice and speech have the same meanings.

Today every business has to be client centric and must have up-to-date information for their customers when required. Call centers partly answer this business need by ensuring telephone calls are routed to agents who are able to answer a customer inquiry. Client Relationship Management [CRM] systems are the vehicle for providing call centre agents with the relevant customer information, thus helping to maintain a successful business relationship. Telephone call routing is the basic idea behind call centers, and TAPI is the backbone of this domain. Microsoft TAPI helps developers to write telephone applications with the features and functions required by modern businesses to fulfill their Call Centre and CRM requirements. This paper presents a brief introduction and history of TAPI and describes some of the work Title Developments has done in this area.