IBM, Occidental Communications

IBM
IBM is an international company with its call centre products group based in Research Triangle Park, North Carolina USA.

Australian Office
55 Coonara Avenue, West Pennant Hills, NSW 2125 Australia

Phone		+61 2 9354 4000
Fax		+61 2 9354 7766
Internet		http://www.ibm.com/au
E-mail		IBM refuses to provide a general email address for its communications products division.

New Zealand Office
171 Featherston Street, Wellington New Zealand

Phone		+64 4 576 5999 (0800 801 800 from within New Zealand)
Internet		http://www.ibm.com/nz
E-mail		IBM refuses to provide a general email address for its communications products division.

CTI Report
IBM, Cisco, Genesys and IP FX (then named Performance Solutions) are included in the report, specific to Australia and New Zealand, Computer Telephony Integration: from the Internet to the Desktop published by Occidental Communications. This report includes local contact and distribution details, CTI protocols all the products support switches in the Australasian market with which Customer Interaction Management, ICM, Vision and other products have been interfaced. The report features the market shares of the specific market-leading CTI vendors in Australia and New Zealand, CTI licence pricing and analyses inbound and outbound call management. The report also analyses the architectural strengths and weaknesses of LAN-based systems themselves, the integral capabilities which many offer, their convergence with PC-based telephone systems and the futures of CTI software and LAN-based systems as product categories.

Call Manager
(Australasian telephone systems directory)
(International LAN-based telephone system directory)
IBM is a non-exclusive distributor of Call Manager from Cisco, a LAN-based telephone system with integral voice mail, desktop, personal CTI facilities, collaborative browsing (using OCMC) using both voice through the Internet and callbacks and routing of e-mails to agents.

Cisco, Australian office, North Sydney, NSW

WebSphere Voice Response (formerly named Direct Talk) (IVR)
IVR system offering menu development using a command language.

DirectTalk Speech Recognition (SR)
Speech recognition software for its WebSphere Voice Response IVR system. IBM has yet to implement this technology in Australia.

IBM WebSphere Voice Server (Text-to-speech)
Text-to-speech software with a British or an American accent designed for implementation in telephony-based systems.

Customer Interaction Management (formerly named T-Server)
(Australasian CTI software directory)
(International CTI software directory)
IBM is a non-exclusive distributor of Customer Interaction Management from Genesys, call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing, and optional IVR. predictive dialling, text chat, collaborative browsing using both voice through the Internet and callbacks and off-switch ACD. Genesys is owned by Alcatel-Lucent.

Genesys, Australian office, North Sydney, NSW

IPFX for NEC, IPFX for Call Manager (formerly named Vision)
(Australasian CTI software directory)
(International CTI software directory)
IBM is a non-exclusive distributor of IPFX for NEC and IPFX for Call Manager from IP FX, call centre CTI software that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, individual audio call recording (on request only), routing of e-mails to agents, text chat and off-switch ACD, designed to work with NEC PABXs and Cisco's Call Manager LAN-based telephone system, respectively.

IP FX, (Head office, Auckland)

Peregrine ServiceCenter (Help desk software)
IBM is a non-exclusive distributor of Peregrine ServiceCenter from Hewlett Packard, help desk and operational CRM software offering call logging and tracking, historic analysis of fault calls, configuration management, asset management, sales lead management, sales force automation, customer contact tracking and workflow processing as well as optional routing of emails to agents and knowledge management.

Hewlett Packard, Australian office, Blackburn, Victoria

PerformanceEdge (formerly EWorkforce Management) (WFMS)
IBM is a non-exclusive distributor of PerformanceEdge from Aspect Software, workforce management software offering staffing level forecasting and roster management for calls and/or e-mails. Optional modules/licences offer adherence to roster start times, multiple skill groups, multiple site support and audio call recording.

Aspect Software, Australian office, North Sydney, NSW

Note
IBM has never responded to a request for tender administered by Stephen Coates.

Article citing IBM
Lame competitors contribute to Genesys's success IT Director (Bloor Research, UK), October, 2007

Disclaimer
Note that this site is not sponsored. Vendors are included because they develop and/or distribute products in Australia and/or New Zealand which fall within the specified categories. Vendors seeking inclusion click here.

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