l individual vendor pages


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 askibm [at] au1.ibm.com

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 askibm [at] au1.ibm.com


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
(Australasian CTI software directory)
(International CTI software directory)
IBM is a non-exclusive distributor of IPFX 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.

IP FX, (Head office, Auckland)


IT Service Management Center (Help desk software)
IBM is a non-exclusive distributor of the IT Service Management Center 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


Telepresence (Videoconferencing)
IBM is a non-exclusive distributor of the Telepresence from Cisco, a high definition room to room videoconferencing system that uses SIP.

Cisco, 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. Finally, note that Occidental Communications does not sell these or any other products.



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