|
|
|
l vendor directory |
PC-based Telephone Systems
There are five types of telephone systems used in enterprise communications: PABXs and ACDs, centrex services, LAN-based telephone systems, PC-based telephone systems and key systems. This page lists the PC-based telephone systems developed around the world, independent of who distributes them. For PABXs and ACDs and LAN-based telephone systems, go to the respective pages.
Although the terms UnPABX and UnPBX are often applied to both PC-based telephone systems and LAN-based telephone systems, these are architectually totally different. PC-based telephone systems, sometimes also referred to a PCXs and communications servers, are architectually comparable to PABXs the difference being that they use a commercially available server for the chassis and circuit cards designed for them. As with LAN-based telephone systems, PC-based telephone systems typically use a telephony window to provide the functional user interface, and many offer a number of integral capabilities. That being said, the configuration of a PC-based telephone system supporting and equipped with only IP extensions can closely approximate that of a LAN-based telephone system.
Consulting Projects Involving Telephone Systems
Occidental Communications has undertaken numerous consulting engagements involving telephone systems, with and without ACD functionality. Projects have included user requirements analysis, system specification and acquisition via requests for tender, network design analysis, networking dissimilar PABXs, traffic analysis, numbering plan preparation, service audits, analysis of communications management and advising on the future of telephone systems. For more details, see the CTI Consulting and Communications Consulting pages.
CTI Reports
Occidental Communications has recently published a report on CTI in Australia and New Zealand covering all aspects of the use of this technology, market shares of key vendors, CTI protocols, case studies etc. For more details, see the CTI Report page.
Datamonitor has published Computer Telephony Integration: from the Internet to the Desktop, in Asia. The report also analyses the architectural strengths and weaknesses of PC-based telephone systems themselves, the integral capabilities which many offer, their convergence with LAN-based telephone systems and the future of PC-based telephone systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in Europe. The report also analyses the architectural strengths and weaknesses of PC-based telephone systems themselves, the integral capabilities which many offer, their convergence with LAN-based telephone systems and the future of PC-based telephone systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Oxygon Verlag GmbH has published Computer Telephony Integration Marktübersicht (Computer Telephony Integration: in the German-speaking market), in German. The report also analyses the architectural strengths and weaknesses of PC-based telephone systems themselves, the integral capabilities which many offer, their convergence with LAN-based telephone systems and the future of PC-based telephone systems as a product category. The vendor directory includes local contact details, languages in which documentation is provided and CTI protocols each product supports.
Bloor Research has published Computer Telephony Integration: from the Internet to the Desktop, in North America. The report also analyses the architectural strengths and weaknesses of PC-based telephone systems themselves, the integral capabilities which many offer, their convergence with LAN-based telephone systems and the future of PC-based telephone systems as a product category. The vendor directory includes local contact details and CTI protocols each product supports.
ANZ Vendor Directory
Australia and New Zealand Directory - Telephone Systems including local contact details and local distributors.
International Directory - PC-based Telephone Systems
Connections! from Advanced Bureau Communications
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling, audio call recording capability with screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
TeLANiPhone from Advanced Voice Systems
Product discontinued
MultiSwitch from Advanced System Architectures
PC-based telephone system with ACD, voice mail, IVR, personal CTI facilities and audio call recording capability.
CentraVoice from Advent Telecom Development
Advent Telecom Development, formerly of Wesley Chapel, Fla USA, is no longer in business.
eCIS Multimedia Interaction Suite from Network Alchemy
Network Alchemy, formerly of Watford, Herts, UK, was acquired by SDX Business Systems which was, in turn, acquired by Lucent Technologies which spawned Avaya. The eCIS Multimedia Interaction Suite, in combination with the Multimedia Interaction Suite from what used to be SoundLogic CTI, were transformed into the LAN-based telephone system ECLIPS which was subsequently renamed Avaya IP Office.
NTX from Alexis
Product discontinued
Tascom Evolution from Alston
PC-based telephone system with ACD, IVR and voice mail with unified messaging.
AltiServ from Altigen
PC-based telephone system with ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, audio call recording capability with screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
Amcat Contact Center Suite from Amcat
PC-based telephone system with integral ACD, IVR, enterprise CTI, audio call recording capability and workforce management software.
Central Local Node from ArbiNet
Product discontinued
TeleVantage from Artisoft
Artisoft acquired Vertical Networks and renamed itself Vertical Communications.
Aspect Unified IP (formerly named Concerto Unified Edition and before that Ensemble Pro) from Aspect Software, formerly named Concerto Software
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling, audio call recording capability including screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
Avhan VOIP Contact Center from Avhan
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, predictive dialling, audio call recording capability including screen capture, collaborative browsing using callbacks.
OpenVoice from bConvergent
bConvergent, formerly of Rockville, Mld USA, is no longer in business.
Caprisma Telecom Server from Caprisma Interactive AB
Caprisma Interactive, formerly of Stockholm, Sweden, is no longer in business.
PC-based telephone system from Cardnetic
Product discontinued
Enterprise iPBX from Centile
Product transformed into an exchange platform supporting centrex services
Contact Centre CT Server from Chelston Call Systems Ltd.
PC-based telephone system with ACD, integral IVR, voice mail, enterprise CTI facilities, predictive dialling, audio call recording, collaborative browsing using callbacks and routing of e-mails to agents.
ice³ from Computer Talk Technology
PC-based telephone system with ACD, integral IVR, enterprise CTI, predictive dialling, audio call recording, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
CallSys from Comcept (Pvt) Ltd.
Product discontinued
CTS Telecom Server from Computer & Telephony Systems AB (CTS)
CTS, formerly of Stockholm, Sweden, is no longer in business.
Teleplex from Nippon CompuTools
PC-based telephone system with integral ACD, IVR, voice mail, personal and enterprise CTI facilities, audio call recording capability, predictive dialling (by incorporating Sytel's Softdial Plugin), collaborative and browsing using both voice through the Internet and callbacks.
NTX from COM2001
COM2001 was renamed Alexis which subsequently discontinued the product.
SMAS from Comuniq
Product discontinued
EnsemblePro from Concerto Software
Concerto Software has been renamed Aspect Software and EnsemblePro has been renamed Aspect Unified IP.
PC-based telephone system from Cosmobridge
Product discontinued
Xpresso from CTware International
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, progressive dialling, audio call recording capability, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
CygNet from Cygnus Technology
Cygnus Technology, formerly of Fredericton NB, Canada, is no longer in business.
com-Relator from DataCall Solutions
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, predictive dialling and audio call recording capability.
xSELLerator 6.0 from Data-Tel Info Solutions
PC-based telephone system with integral limited ACD, IVR, voice mail, enterprise CTI facilities, predictive dialling, audio call recording capability and routing of e-mails to agents.
Dial-office from Dialexia Communications
PC-based telephone system with integral auto attendant, voice mail with unified messaging and audio call recording.
TTM MaxTel from !Effective
Product discontinued
Eskata Contact Center from Eskata Systems
Eskata Systems, formerly of Stockholm, NC USA, is no longer in business.
Telecom 2000 from e-Net
e-Net, formerly of Germantown, Mld USA, is no longer in business.
evoice2000 CT Application Server from e-Voice Communications
e-Voice Communications, formerly of Mountain View, Calif USA, is no longer in business.
FITPABX from Fredrickson International Telecoms Limited
Fredrickson International Telecoms has been renamed FredTelecom and the FITPABX has been transformed into a predictive dialler.
Web-Based Call Center from GTS Gallery Telecom Solutions Ltd.
GTS, formerly of Raanana, Israel, is no longer in business.
LiveCare All in One from Icona
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, predictive dialling and help desk capability.
ActivaBOX from ICR
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, predictive dialling, audio call recording capability, collaborative browsing using callbacks and routing of e-mails to agents.
Phones Enterprise (formerly PhoneSwitch) from IFM Infomaster
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, predictive dialling, audio call recording capability, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
IPBoX from Infinity
Product discontinued
Odyssey Call Center from Info-Tel Solutions
Odyssey has been transformed into a predictive dialler.
CIC from Interactive Intelligence
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, integral desktop, personal CTI facilities, audio call recording capability, predictive dialler, web chat, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
IntelliPhone from IntelliBase Corporation
IntelliBase has been renamed IP5 and IntelliPhone was renamed IP5-CCX. IP5 has subsequently discontinued the product. (IntelliBase is cited in the article IT in Canada: Hiding the Light Under the Bushell)
Sybil from Intrinsic Solutions
Intrinsic Solutions, formerly of Hampton Falls, NH USA, is no longer in business.
Telephony Service Provider (TSP) from InVADE International
PC-based telephone system with integral ACD, IVR, voice mail, personal and enterprise CTI facilities, predictive dialling, audio call recording capability with screen capture and routing of e-mails to agents.
IP5-CCX from IP5
Product discontinued. (IP5 is cited in the article IT in Canada: Hiding the Light Under the Bushell)
PhoNext from ITS Telecom Integrated Telecommunications Systems
Product discontinued
CallPlus from Macfarlane Telesystems
PC-based telephone system with integral ACD, IVR, voice mail, personal and enterprise CTI facilities and audio call recording capability.
URA from Midivox
Midivox, formerly of Recife, Brazil, is no longer in business.
CTArchitect from MI4C NV
PC-based telephone system with integral ACD, IVR, voice mail, personal and enterprise CTI facilities, audio call recording capability, predictive dialler and routing of e-mails to agents.
Merlin Call Center from Merlin Systems Oy. Ltd
Merlin Systems has been renamed Wicom and Merlin Call Center renamed Wicom IP Contact Centre Solution.
SAGA from MG2 Technologies
MG2 Technologies has been renamed NetCentrex.
SAGA from NetCentrex
PC-based telephone system with integral ACD, IVR, voice mail, enterprise CTI facilities, predictive dialling, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents, that can be deployed either on-premises or in a telephone company's network.
NETphone PBX from Netphone
Netphone, formerly of Marlborough, Mass USA, is no longer in business.
eCIS Multimedia Interaction Suite from Network Alchemy
Network Alchemy, formerly of Watford, Herts, UK, was acquired by SDX Business Systems which was, in turn, acquired by Lucent Technologies which subsequently spawned Avaya. The eCIS Multimedia Interaction Suite, in combination with the Multimedia Interaction Suite from what used to be SoundLogic CTI, was transformed into the LAN-based telephone system ECLIPS which was subsequently renamed Avaya IP Office.
NexCom 2000 from Nexus Telecom
Nexus Telecom, formerly of Oxford UK, is no longer in business.
NTS from NexPath
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal CTI facilities and predictive dialling.
ATOMS from Noble Systems
PC-based telephone system/predictive dialler that performs screen pop, screen transfer with call transfer, screen/keyboard dialling, call routing and optional IVR, predictive dialling, audio call recording, text chat, routing of e-mails to agents and off-switch ACD.
Smart Call Centre from Novavox
Novavox, formerly of Zürich, Switzerland, is no longer in business.
Telephony Service Provider (TSP) from New Vox Box (NVB)
NVB was renamed InVADE International
Netphone from Oasis Technologies
Oasis Technologies, formerly of Tampa Bay, Fla USA, is no longer in business.
evoice2000 CT Application Server from Oasys Technology
Oasys Technology, formerly of Mountain View, Calif USA, was renamed e-Voice Communications and is no longer in business.
CTstage, UnPABX and softswitch models from Oki Electric Industry Co., Ltd.
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, predictive dialling and collaborative browsing using voice through the Internet (softswitch only).
Oracle Contact Center Anywhere (formerly CallCenter@nywhere) from Oracle (formerly from Telephony@Work)
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, enterprise CTI facilities, predictive dialling, audio call recording capability with screen capture, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
Paragon from Parsec Technologies
The Paragon product has been transformed into a predictive dialler.
Infrature Contact Center from Persistech
The product has been transformed into an e-learning product.
VS1 from Picazo
Picazo, formerly of San Jose, Calif USA, was acquired by Intel and the VS1 product line was subsequently sold to Telecor
Tele Pro from Prologix Software Solutions
The product has been transformed into an IVR.
TECS from REDtone Technology Sdn Bhd
Product discontinued
RoseTel Phone System from Rose Technology
Product discontinued
Sovereign from Sensible Office Systems
Sensible Office Systems, formerly of Sioux City, Iowa USA, is no longer in business.
ShoreTel (formerly named Shoreline3) from ShoreTel (formerly named Shoreline Communications)
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, and personal and enterprise CTI facilities.
Multimedia Interaction Suite from SoundLogic CTI
SoundLogic CTI was acquired by Avaya and and the Multimedia Interaction Suite, in combination with the eCIS Multimedia Interaction Suite from what used to be SDX Business Systems was, transformed into the LAN-based telephone system ECLIPS which was subsequently renamed Avaya IP Office. (SoundLogic CTI is cited in the article IT in Canada: Hiding the Light Under the Bushell)
STARTEL 5700 from Startel Corporation
PC-based telephone system with integral ACD, voice mail with unified messaging, personal and enterprise CTI facilities, audio call recording capability and collaborative browsing using callbacks.
ASD Softswitch from Strategic Communication Systems
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, predictive dialling and audio call recording capability.
PIX from Sumihiro
Sumihiro is no longer in business.
SwyxWare from Swyx Communications AG
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities and audio call recording capability.
Interchange from Syntellect (which acquired what used to be Teloquent Communications)
Product discontinued
OpenCall from Syscom
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, audio call recording capability, predictive dialler and routing of e-mails to agents.
Telemerge from TDK Systems
Product discontinued
Phoneware from Tedas
PC-based telephone system with integral ACD, auto attendant, voice mail with unified messaging, telephony window, personal CTI facilities, predictive dialling and audio call recording.
VS1 from Telecor
PC-based telephone system with integral ACD, auto attendant, voice mail and personal CTI facilities.
CallCenter@nywhere from Telephony@Work
Telephony@Work was acquired by Oracle.
iPBX from Teles
Teles was renamed Tevitel AG.
TelePCX from TeleSynergy Research
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, predictive dialling and audio call recording capability.
intelligent eXchange (iX) from Teleware
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, telephony window, personal and enterprise CTI facilities and audio call recording capability.
Interchange from Teloquent Communications
Teloquent Communications was acquired by Syntellect and the Interchange product was subsequently discontinued.
Universal Telephony Server from Telox
Telox, formerly of Ft. Lauderdale, Fla USA, is no longer in business.
tevitel.iPBX from Tevitel AG
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging and personal CTI facilities.
TouchVoice Communication Central from TouchVoice
TouchVoice, formerly of Monterey Park, Calif USA, is no longer in business.
WebSwitch from Touchwave
Touchwave was acquired by Ericsson. WebSwitch was transformed into MX-ONE Telephony Server, a LAN-based telephone system.
Continuum from TruePoint
TruePoint, formerly of Falls Church, Vir, USA, is no longer in business.
InstantOffice from Vertical Communications
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities and preview dialling.
TeleVantage from Vertical Communications
PC-based telephone system with integral ACD, auto attendant, voice mail, integral desktop, personal CTI facilities, power dialling, audio call recording at the desktop, and collaborative browsing using callbacks.
InstantOffice from Vertical Networks
Company acquired by Artisoft, then renamed Vertical Communications.
Hermes Pro from Vocalcom
PC-based telephone system with integral ACD, IVR, enterprise CTI facilities, predictive dialling, audio call recording capability, collaborative browsing using voice through the Internet and routing of e-mails to agents.
OpenTSP from VSN Systemen BV
Product discontinued
SAP Business Communications Management (formerly Wicom IP Contact Centre Solution) from Wicom
PC-based telephone system with integral ACD, IVR, voice mail with unified messaging, personal and enterprise CTI facilities, audio call recording capability, collaborative browsing using both voice through the Internet and callbacks and routing of e-mails to agents.
PCX from Wilco Telephony
Wilco Telephony is no longer in business.
PC-based Telephone System Feature Summary
| Product | ACD | IVR | VM | UM | PCTI | ECTI | PD | ACR | CB | EM |
| Connections! | Y | Y | Y | Y | Y | Y | Y | Y | Y | Y |
| MultiSwitch | Y | Y | Y | _ | Y | _ | _ | Y | _ | _ |
| Tascom Evolution | Y | Y | Y | Y | _ | _ | _ | _ | _ | _ |
| AltiServ | Y | Y | Y | Y | Y | Y | _ | Y | Y | Y |
| Amcat Contact Center Suite | Y | Y | _ | _ | _ | Y | _ | Y | _ | _ |
| Aspect Unified IP | Y | Y | Y | Y | Y | Y | Y | Y | Y | Y |
| Avhan VOIP Contact Center | Y | Y | _ | _ | _ | Y | Y | Y | Y | _ |
| Contact Centre CT Server | Y | Y | Y | _ | _ | Y | Y | Y | Y | Y |
| ice³ | Y | Y | _ | _ | _ | Y | Y | Y | Y | Y |
| Teleplex | Y | Y | Y | _ | Y | Y | Y | Y | Y | _ |
| Xpresso | Y | Y | Y | Y | _ | Y | _ | Y | Y | Y |
| com-Relator | Y | Y | Y | Y | _ | Y | Y | Y | _ | _ |
| xSELLerator 6.0 | L | Y | Y | _ | _ | Y | Y | Y | _ | Y |
| Dial-office | _ | AA | Y | Y | _ | _ | _ | Y | _ | _ |
| FITPABX | Y | Y | Y | Y | Y | Y | Y | Y | _ | Y |
| Livecare PhoneCentre | Y | Y | _ | _ | _ | Y | Y | _ | _ | _ |
| ActivaBOX | Y | Y | _ | _ | _ | Y | Y | Y | Y | Y |
| Phones Enterprise | Y | Y | Y | Y | _ | Y | Y | Y | Y | Y |
| CIC | Y | Y | Y | Y | Y | _ | Y | Y | Y | Y |
| TSP | Y | Y | Y | _ | Y | Y | Y | Y | _ | Y |
| CallPlus | Y | Y | Y | _ | Y | Y | _ | Y | _ | _ |
| URA | _ | _ | _ | _ | _ | _ | _ | _ | _ | _ |
| CTArchitect | Y | Y | Y | _ | Y | Y | Y | Y | _ | Y |
| SAGA | Y | Y | Y | _ | _ | Y | Y | _ | Y | Y |
| NTS | Y | Y | Y | Y | Y | _ | Y | _ | _ | _ |
| ATOMS | Y | Y | _ | _ | _ | Y | Y | Y | _ | Y |
| CTStage | Y | Y | Y | Y | _ | Y | Y | _ | Y | _ |
| CallCenter@nyware | Y | Y | Y | Y | _ | Y | Y | Y | Y | Y |
| ShoreTel | Y | Y | Y | Y | Y | Y | _ | _ | _ | _ |
| Startel 5700 | Y | _ | Y | Y | Y | Y | _ | Y | Y | _ |
| ASD Softswitch | Y | Y | _ | _ | _ | Y | Y | Y | _ | _ |
| SwyxWare | Y | Y | Y | Y | Y | Y | _ | Y | _ | _ |
| OpenCall | Y | Y | _ | _ | _ | Y | Y | Y | _ | Y |
| Phoneware | Y | AA | Y | Y | Y | _ | Y | Y | _ | _ |
| VS1 | Y | AA | Y | _ | Y | _ | _ | _ | _ | _ |
| TelePCX | Y | Y | Y | Y | Y | Y | Y | Y | _ | _ |
| intelligent eXchange | Y | Y | Y | Y | Y | Y | _ | Y | _ | _ |
| tevitel.iPBX | Y | Y | Y | Y | Y | _ | _ | _ | _ | _ |
| InstantOffice | Y | Y | Y | Y | Y | Y | _ | _ | _ | _ |
| TeleVantage | Y | AA | Y | _ | Y | _ | PwD | L | Y | _ |
| Hermes Pro | Y | Y | _ | _ | _ | Y | Y | Y | Y | Y |
| SAP Business Communications Management | Y | Y | Y | Y | Y | Y | _ | Y | Y | Y |
ACD = automatic call distributor
IVR = interactive voice response
VM = voice mail
UM = unified messaging
PCTI = personal CTI
ECTI = enterprise CTI
PD = predictive dialling
ACR = audio call recording |
CB = collaborative browsing
EM = E-mail processing
Y = yes (feature supported)
AA = Auto attendant
PwD = Power dialling
L = limited capability
|
Articles on Call Centre Telephone System Applications
Consolidating the Call Centre Australian Communications August 1997
Which Switch is Which? Your Telephone System (Telcall/CRM supplement) September, 2000
Other Articles on Telephone Systems
The PABX vs. the unPABX Voice+ Asia Pacific [Hong Kong] January/February 1999
The Many Applications of Voice over IP, Part 2 Australian Communications April, 1999
How to Kill a PABX Telecom Asia May, 1999
More Than a Telephony System Australian Communications March, 2000
PC-based and LAN-based telephone systems Insight IS [UK] May, 2000
What the Future Will Hold CIO November, 2000
Disclaimer
Note that this site is not sponsored. Vendors are included because they develop products which fall within the specified categories. Most vendors also have additional products beyond those listed. Vendors seeking inclusion click here.
Home
International Vendor Directories
Call Centre Consulting
Communications Consulting
Contact
|
© Occidental Communications, 2008
|
|
