IVR Directory, Occidental Communications

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 acquistion.

Product Directory

Customer Self-Service from Aspect Software
Menu development by drag and drop method using a GUI interface

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

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

WebSphere Voice Response from IBM
Menu development using a command language

Vocalite from Interactive Intelligence
IVR system offering menu development using a command language

Media Exchange (formerly One Voice) from InterVoice
Menu development by drag and drop method using a GUI interface

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 Nortel
Menu development by drag and drop method using a GUI interface

Oasis Platform from Oasis Systems
Products targetted 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

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

Swift from Swift Call
Menu development using a command language

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

intelligent Application Builder from Teleware
Menu development by drag and drop method using a GUI interface

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

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.

Solidus e-Care from Aastra (CTI software)
CTI software with IVR capabilities

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

Contact Server from Aspect (CTI software)
CTI software with IVR capabilities, menu development by drag and drop method using a GUI interface

Aspect Uniphi Suite from Aspect (CTI software)
CTI software with with IVR capabilities, menu development by drag and drop method using a GUI interface

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

EPICCenter from Easyrun (CTI software)
CTI 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

Call Centre Automation (formerly named ATOMS) from Noble Systems (Predictive dialler)
Predictive dialler with IVR capabilities, menu development by drag and drop method using a GUI interface.

IPFX for NEC, IPFX for Call Manager (formerly named Vision) 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

ContactCenter (formerly named 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.

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