A month ago, GoAmerica announced that it acquired Verizon’s Telecommunication Relay Services (including its video, IP, and TTY relay services). Yesterday, GoAmerica announced that it’s merging with Hands On Video Relay Services (HOVRS). As the parent company for i711 VRS, GoAmerica has already been providing video and IP relay services — and so this merger and acquisition expands GoAmerica into what could possibly be the largest IP relay provider and second-largest VRS provider in the nation.
(Trivia time: more people still use IP relay services through the computer or smartphones than either TTY or video relay services. But the number of users using video relay services is growing dramatically, and should soon eclipse the number of people using IP relay services. A lot less people use TTY relay services than people using either IP or video relay services, and the number continues to dwindle. See chart by National Exchange Carrier Association.)
According to GoAmerica’s press release, HOVRS had been providing VRS services under Sprint and AT&T brands, as well as for several community-based sign language interpreting services. With Verizon’s acquisition a month ago, GoAmerica seems to have consolidated services on behalf of some of the top telecommunication providers.
This puts GoAmerica in a better position to challenge Sorenson VRS’s control of the Video Relay Service landscape. Sorenson has introduced many features (the ability to directly dial 9-1-1 being the most important to me!) over the past couple of years, and yet greater competition may spur Sorenson to innovate to a greater degree. In addition, the mergers and acquisitions may pool resources and knowledge, and bring even more innovation and features to VRS customers. (Dare I suggest, video relay via a pager?) All these would be a great boon to all VRS customers, despite having less variety to choose from.
We may be seeing the beginning of a great consolidation of VRS providers as they merge or are acquired. I count, let’s see, at least twelve VRS websites (caution: major alphabet soup attack coming up): AT&T VRS, CACVRS, CSDVRS, Hamilton VRS, HOVRS, Hawk Relay, i711, IP-Relay VRS, LifeLinks VRS, Sorenson VRS, Snap VRS, Viable VRS, and Sprint VRS. This doesn’t include the Federal VRS, at least three state asscoation video relay services and several additional interpreting-specific agencies. Please (gently) let us know in the comments if I’ve missed any.
However, if you figure out the tangled web of who owns what or who provides VRS on behalf of whom, then there may actually only be seven VRS providers independent of each other: CACVRS (which is also the video relay service platform provider for Hawk Relay and Viable VRS), CSDVRS (which also operates several state association video relay services), Hamilton VRS, i711 VRS (which will operate HOVRS and Verizon’s IP-Relay VRS, and be the video relay service platform provider for AT&T VRS and Sprint VRS plus its contracts including Federal VRS), LifeLinks VRS, Sorenson VRS, and Snap VRS. Big caveat: I don’t claim to be an expert on this, so again please let me know in the comments if I’ve made any mistakes here!
It’ll be interesting to see what happens to the various VRS providers over the next several months to a year or two. Will we continue to see a wave of mergers and acquisitions? Or will “smaller” VRS providers continue to crop up as more and more video relay products become commercially available? I predict that we will see the VRS market dominated by two or three VRS providers, and that several smaller VRS providers will still stick it out.
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You positive CACVRS supports Viable?
Yep, Viable VRS bills through CACVRS.
FYI - Lifelinks is also with GoAmerica.
AND CSDVRS is NOT an approved VRS provider. They are still billing through Sprint who is now hooked up with HOVRS.
Exciting times! Thanks for your blog, Josh
sorry to post in the wrong place, but i couldn’t post on the “what the heck is this” thread about the stick figure on the pedestrian access sign. it’s part of a street art campaign.
http://flickr.com/photos/d5blo.....203639306/
Thanks for posting the link! In case anyone is wondering what the heck d5blokes is talking about, go to:
http://www.deafdc.com/blog/jos.....d-to-mean/
Greed but what is U.S. of A. without greed? Those telecommunication giants are getting rid of hassles involved in day-to-day operations. Those VRS are left with the task of doing dirty work for the telecommunication giants.
Now, the bottom line concerned, those profits generated are, after all, nothing but that of chicken feed to these telecommunication giants.
Through its affiliate program CACVRS, an enterprising non-profit, covers Viable, Hawk Relay and any other VRS wanting to participate, whenever any small VRS is closed for the day.
I know Hawk Relay uses CACVRS 24/7 or maybe they graduated to some degree. Viable is different. They’re more ahead and almost on their own approaching 24/7 with multiple call centers. Just a year old, Viable is small with quality interpreters on more frequent (but not always) occasions than compared to others I have tried.
Nowadays, Viable is now experiencing some growing pains associated with being innovated. The Viable Vision software is awesome and even with some quirks in its early stages. Not long time ago, I saw a glimpse of their new VPad (videophone).
Viable VRS hours are currently as follows: Monday-Friday-8 o’clock in morning through midnight; Saturday-Sunday-10 o’clock in morning through 6 o’clock in the evening. Check out Viable.net.
Some of us like to eat and shop at Ma and Pa’s types of establishments providing quality with identity — Deaf-owned and mostly Deaf-operated. Only Hawk and Viable can claim to that. The rest are just owned by hearing. Bottom line. Period.
We need to understand and treat comparisons in a manner of commensurability.
Example of commensurability: Microsoft’s assets are worth billions if not trillions but their products are hardly commensurate to the corporation’s net worth. I say the same for CSDVRS and Sorenson and even i711 with all the excess baggage they’re picking up here. Too much fettering going on there. Lots to clean up.
Talk about computers and stuff as an analogy. The quality of Apple’s products are more in line with Apple’s assets. We need to fairly apply this whenever considering Hawk Relay and Viable. Yes, I think Viable’s plans are amazing for a tiny company! Hawk Relay has some so-called ideas for Deaf-Blind but others already talked to Deaf-Blind about their needs. Just being more low-key about this, taking a less public strategy thinking its effective to avoid being jinxed throwing around ideas in the open. Just my two cents.
According to this website, CACVRS supports Viable:
http://www.fcc.gov/cgb/dro/trs_providers.html
I will edit this page by adding this link. But again, if I’m in error, please feel free to leave a comment and (again, gently!) inform me!
Just to clarify. Like I implied earlier, Hawk Relay and Viable are participants with CACVRS. As far as I know Hawk Relay is covered 24/7 by CACVRS but they might have made some progress thus so far. Maybe not. From day one Viable has been covered by CACVRS only during off-hours. Viable open M-F, 8a-12m; Sa-Su, 10a-6p. Whenever Viable is closed they’re covered by CACVRS presumably until Viable is on its own. Expect a number of new VRS, Deaf-owned or not, to surface anytime soon and probably start through CACVRS. This is what these giants are fighting for-dominance. Sorenson’s 85% market share is not enough dominance. I’m surprised. Only two complaints about Viable, one which was unwarranted, and both was resolved quickly. Can’t say the same for other VRS during the past year.
DeafSpook - you appear to advocate Viable over everyone else
I thought Hawk relay was connected with HOVRS…
Dan - Read carefully. I mentioned Hawk Relay too, didn’t I? Generally, I’m advocating Ma and Pa establishments. I’m entitled to my opinions. You can do better than to try your luck just like you did.
Moebius. See all the confusion? This is why in this century of super-mega-mergers our beds are getting bigger and bigger by the month. The more the merrier. I guess. No wonder waterbeds are so out. It’d burst! DeafBunny (Do a Google) can conjure a movie out of this trend. She already did DBVRS!
Engulf & Devour will own us all.
haha…you a fan of Mel Brooks? :-)
To Clarify,
CAC does not provide the call center platform for Viable. Viable has developed and runs its own call center platform in-house. Viable and CAC are in fact partners, because CAC is a certified VRS provider, and Viable receives reimbursement from the FCC through CAC (not directly from the FCC).
Viable is indeed a growing company committed to developing innovative technical solutions, and the first of our products is Viable Vision, a PC softphone available for download at http://www.viable.net. While Viable is deaf-owned and deaf-operated, this should not be the reason you use our Video Relay Service. We offer a growing staff of amazing VRS interpreters, and are committed to providing innovative technical solutions to everyday communication problems. Keep a look out for information about more products which are currently under development.
While Viable is new to the scene, and is a “baby” VRS provider, we are working to make a difference and have plans to “grow up” in the next few months.
IANABusinessman (I Am Not A), but I think what we’re seeing here is pretty typical of emergent industries. Many minor players spring up and elbow for marketshare while the industry is young, then as it matures, the weak are whittled off and consolidation happens. (The former doesn’t seem to be happening here, since VRS is a generously subsidized industry.) We saw this with the dot-coms, and we’re seeing it again with the newest wave of ’social’ websites. VRS is no exception.
You know, with all the small mom and pop establishments setting up operations—many do so with the idea of being acquired by the larger firms and make megabucks return on their investment. That is the primary goal of many of the smaller operators and it will continue to keep happening until the giants no longer need to “eliminate” their competition. Surely, quite a few folks are doing it for the chance to come away rather wealthy from their enterprising endeavors.
Maybe you drank too much Aquafina. Mind you, those who start small with the ulterior motive of selling out are not at all Ma and Pa establishments. Operative word here-ulterior motives. For those of you who don’t understand–just point your index finger to back of your skull. But, as a consolation to your psyche I do acknowledge that few extremely rare cases of genuine Ma and Pa establishments change their mindset and sell out to the masses. That’s why certain food don’t taste as good as it used to be when it was cooked by friendlies at Ma and Pa’s.
Good article. I’m a mere Deaf VRS consumer with no affilation with any of them, but love following what’s going on in the VRS industry. As you clearly pointed out, the VRS industry, on a smaller size and time scale, in many respects reflects what has tended to happen in other technology/telecom industries, i.e., mergers/acquisitions, reduction of competition down to a few huge players.
The biggest frustration on my part as a consumer has been the dearth of innovation in the VRS market, thanks to the FCC’s ban on reimbursing vendors for R&D investments. Only the “rich and powerful” can afford to do that, it seems. So far, I’ve seen only a handful of VRS players significantly innovate: Sorenson with their VP-100, then the VP-200; SnapVRS with the Motorola Ojo; and Viable with their unique software-based VRS application that includes DVR capabilities (haven’t tried Vision yet though). Most of the other players seem to be relying on basic software-based applications or D-link 1000s. I give CSDVRS a lot of credit for setting up the 800 number feature, which I love using.
With Sorenson being the Microsoft of VRS providers, I wonder how much longer the bit-players can hang on. Can anyone comment on each of the VRS providers’ unique capabilities/strengths/weaknesses? For starters, I view Sorenson as having the most Deaf-friendly videophone, but some of the less consistent quality interpreters. On the other hand, SnapVRS seems to have a good staff of interpreters and a great videophone (the Ojo), but I’m not sure if their VP yet rises to the functional ease of the VP-200.
Viable… Not?
That’s the impression I’m coming away with every time I visit DeafDC and look at their gif advert. The interpreters look so stiff, artificial, and like they don’t sign properly. That’s turned me off using Viable, because it’s fair to assume that they would use their top interpreters for any and all advertising. If the interpreters in adverts are not good, what does this say about their service?
Just my two cents. Do with it what you will.
Recently, I learned that not all of persons showing on Viable’s advertisements are interpreters. The oriental female is not an interpreter or even staff. The blonde is an average staff interpreter. Don’t know why Viable decided to use hem for Viable advertisements. Some of the best from Viable are shown in print advertisement in form of postcards. Some of the best appear at DPHH. Just use Viable and you’ll see some variety. While I’m in agreement that they can use better for advertisement, my feeling is that you can’t judge from the “cover” and I thought you knew better.
Very interesting about the people used in Viable’s ads. What about “that!” woman in Hamilton’s ad? How she signs “Hamilton” and then “That!” is sometimes hypnotizing, especially after an exhausting day …
Huh? What happened to the merger of GoAmerica and HOVRS announced in 2005?
See http://www.goamerica.com/news/.....rticle=255 for details.
Are they trying to get deaf community’s attention with all the flurry of their latest press releases? But who cares, right? This will be old news tomorrow.
Josh - That Hamilton woman is not an interpreter. If you have to know, she’s DEAF.
She’s the very loyal type. I can tell judging her behavior at booth-populated events.
:)