l product directory


Interactive Voice Response (IVR)
Interactive voice response systems are widely deployed in call centres to automate basic transactions which both reduces transaction cost and frees agents to handle more complex enquiries. The Australian and NZ IVR markets are well serviced with a number of vendors, whose products are differentiated by features as well as price. Several IVR systems also support speech recognition.

As with most call centre technologies, buying an IVR buys only the hardware and system software - the application must still be written, and implemented. If done prior to system selection and acquisition, the buyer will be in a much stronger position to negotiate capabilities and price.


Consulting Projects Involving IVR Systems
Occidental Communications has undertaken several consulting engagements involving IVR systems. These have included system review, traffic analysis, menu review, system acquisition and menu preparation, both before and after system acquisition.


Product Directory


Solidus e-Care from Aastra
An IVR/CTI system that controls call queuing and performs screen pop, screen transfer with call transfer, screen/keyboard dialling, and optional IVR, collaborative browsing via callbacks, routing of e-mails to agents and off-switch ACD, specifically designed to work with the MX-ONE Telephony Switch


pcVoice from Advanced Voice Systems
Product discontinued


CCX from Alcatel
Product discontinued


Apropos 5 from Apropos
Apropos was acquired by Syntellect in 2005 and the product is no longer distributed in Australia.



Customer Self-Service (formerly named Generations) from Aspect Software
Menu development by drag and drop method using a GUI interface


CallXpress from Applied Voice Technology
The company was renamed Captaris and the product was discontinued.



Avaya Interactive Voice Response from Avaya
Menu development by drag and drop method using a GUI interface.

Self-Service Portfolio (formerly named Periphonics) from Avaya
Menu development by drag and drop method using a GUI interface


CallXpress from Captaris
Product discontinued


CVT Telephony Suite from Computer Voice Technology
The company was renamed CVT Global.



Intervoice Voice Portal (formerly Media Exchange and before that, One Voice) from Convergys
Menu development by drag and drop method using a GUI interface



Integrator (formerly named Pascom) from CPS Technology
Menu development using a command language


IP IVR from Cisco
Product discontinued



CVT Telephony suite from CVT Global
Menu development using a command language


Swift from Expertech
Expertech was renamed Swiftcall



WebSphere Voice Response (formerly Direct Talk 2) from IBM
Menu development using a command language


Protocol from Imedia
Imedia, formerly of Melbourne, is no longer in business.


IVR system from Informatel
Informatel is no longer in business.


Vocalite from Interactive Intelligence
Product discontinued


Media Exchange from Intervoice
Intervoice was acquired by Convergys and the product renamed Intervoice Voice Portal


IVR system from Lightning Computer Solutions
Product discontinued


Conversant from Lucent Technologies
Avaya was spun off from Lucent Technologies and Conversant was imaginatively renamed Avaya Interactive Voice Response.



MESSAGEmanager VoiceXML Server from MESSAGEmanager Solutions (formerly System Solutions)
Menu development using a command language



Miva from Miva
IVR system using totally custom-built hardware. Menu development using a command language, does not support E1 trunks


Self-Service Portfolio (formerly named Periphonics) from Avaya
Following Nortel's bankruptcy in 2009, Nortel's enterprise telecommunications division was acquired by Avaya.



Oasis Platform from Oasis Systems
Products targeted primarily at the carrier/telco market. Menu development by drag and drop method using a GUI interface



NetSpire IVR (formerly Infoserver) from Open Access
Menu development by drag and drop method using a GUI interface


Steadycom Mercury from Pracom
Pracom's IVR business was sold to Oasis Systems.



Premier Technologies IVR from Premier Technologies
Menu development by drag and drop method using a GUI interface


VBVoice from Pronexus
No longer distributed in Australia



First Contact from Salmat
Salmat is largely focussed on IVR systems with speech recognition. Menu development by drag and drop method using a GUI interface


First Contact from Scitec
VeCommerce was spun off from Scitec and was acquired by Salmat.



SkunkWorks IVR from SkunkWorks
IVR system


Steadycom Mercury from Steadycom
Steadycom was acquired by Pracom and the IVR business was subsequently sold to Oasis Systems.



Swift from Swift Call
Menu development using a command language


Infobot and VocalPoint from Syntellect
Infobot and VocalPoint ceased being distributed in Australia and the products were subsequently discontinued.


DiaLecs from Talking Computers
Product discontinued



TeleQ from Telemanagement
IVR that can perform screen pop for transferred calls if calls are not queued, menu development using a command language


Televox from Televox
Televox, formerly of Auckland, New Zealand, is no longer in business.



intelligent Connect (formerly Application Builder) from TeleWare
Menu development by drag and drop method using a GUI interface


Amanda from The Automatic Answer
The Automatic Answer was renamed The Amanda Company and the product ceased being distributed in Australia.


First Contact from VeCommerce
VeCommerce was acquired by Salmat.


iVoice from Vocom
Vocom, formerly of Chatswood, NSW, is no longer in business.


Pathfinder IVR from Vodavi
The product is no longer distributed in Australia and the company was subsequently acquired by Vertical Communications.


Other Products with an IVR Capability
The following other products also IVR as an integral capability or option.



MX-ONE from Aastra (LAN-based telephone system)
LAN-based telephone system with IVR capabilities, menu development by drag and drop method using a GUI interface


Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software (PC-based telephone system)
PC-based telephone system with integral IVR



AllianceEnterprise Suite from ASTEA (Help desk software)
Helpdesk software with IVR capabilities



Avaya IP Office (formerly named ECLIPS) from Avaya (LAN-based telephone system)
LAN-based telephone system with IVR capabilities, menu development by drag and drop method using a GUI interface

Avaya Interaction Center (formerly named Quintus) from Avaya (CTI software)
CTI software with IVR capabilities, menu development by drag and drop method using a GUI interface



Centigram IVR from Centigram (Voice mail)
Voice mail with IVR capabilities, menu development by drag and drop method using a GUI interface



Encompass from Cincom (CRM)
CRM software with IVR capabilities



Webforce from Cegedim Dendrite (CRM)
CRM software with IVR capabilities, menu development by drag and drop method using a GUI interface



GoldMine from FrontRange Solutions (CRM software)
CRM software with IVR capabilities

HEAT from FrontRange Solutions (Help desk software)
Help desk software with IVR capabilities



Customer Interaction Management from Genesys (CTI software)
CTI software with IVR capabilities



CIC from Interactive Intelligence (PC-based telephone system)
PC-based telephone system with integral IVR capability, menu development by drag and drop method using a GUI interface



Noble Solution Suite from Noble Systems (Predictive dialler)
Predictive dialler with IVR capabilities, menu development by drag and drop method using a GUI interface



IPFX (formerly named Vision and before that Communiqué) from IP FX (formerly named Performance Solutions) (CTI software)
CTI software with integral IVR, menu development performed by IP FX



SuperQ from Talking Computers (CTI software)
CTI software with IVR capabilities, menu development using a command language



Uni5 from Voice Control Systems (Voice mail)
Voice mail with IVR capabilities, menu development by drag and drop method using a GUI interface



UCB Qmaster (formerly named ContactCenter and before that Q-Master) from Zeacom (CTI software)
CTI software with IVR capabilities, menu development using a command language


Articles and Papers on IVR

Interactive Voice Response Systems Call Centre Systems & Technologies October 1998

Interactive Voice Response Systems presented on the Pacific Knowledge Network’s Call Centre Channel, 5 November 1998

IVR and CTI, Keys to customer communication Telcall May, 2000

IVR and CTI, Keys to customer communication CRM May, 2000

Call centres, CTI and all that jazz Banking Technology May, 2000


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. Many of the vendors listed herein also have other products. Vendors seeking inclusion click here. Finally, note that Occidental Communications does not sell these or any other products.



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