Since our last round-up, CTI application generator software has become faster, more powerful, and easier to use than ever before, and many of the field's players have changed. For this installment, we’ve examined 23 products, including 11 app gens not included in our previous round-up.

To those of us at TMC Labs, application generators — or "app gens" for short — are perhaps the most intriguing of all CTI software concepts. We’ve learned from experience that "modular" is the app gen key word, but we’ve also learned that too often, users end up sacrificing function for convenience. The best app gens work with many brands of fax and voice boards, allow users to customize new software in any popular language, and result in high-quality, full-featured CTI products. We’re told by industry insiders that app gens will take a new direction by the millennium’s end, to a place where features like voice recognition, Web call back and call through, Java-based run-time applets, and powerful user-customizable code libraries are the norm, not the expensive exception.

We sincerely hope the following information makes you a wiser app gen consumer. As you move throughout this round-up, remember the efficient programmer’s motto: Never type the same routine twice when it could be a module instead. Happy coding!

APEX VOICE’S OMNIVOX 3.2 FOR NT
OmniVox 3.0.1 has won a couple of CTI � awards because of features like the "project" concept of organizing applications, complete SCSA (SCbus) compatibility, and for international customers, support for Dialogic’s Global Tone Detection. New features of version 3.2 include call bridging for out-bound dialing, support for Vpro voice recognition and for certain Dialogic fax boards, and a simplification of the entire application-creating process.  Holdovers that we like from the last version include the ability to create multi-tasked, multi-threaded applications, by using a fully object-oriented (C++) graphical service creation tool. The project concept organizes applications and their associated call flows, voice recordings, and output fields. You can also run a DNIS application on an ISDN line. The DNIS format is simple "ISDN," which tells the system that both the DNIS and ANI are sent as data, not tones. ANI pass-through has also been added. An incoming call with ANI, when processed by the IVR and resulting in an outgoing (forwarded) call, will now carry the original caller’s ANI with it. The caller knows who is calling, even with a call that has been forwarded by the IVR. There’s also a good online user manual.

Artisoft’s Visual Voice Pro 4.0
Visual Voice provides the necessary tools to build applications quickly and efficiently. Visual Voice can support up to 96-line systems, analog and digital T1 interfaces, PBX and Centrex environments, and other services such as caller ID and ANI. Built as a collection of ActiveX controls and graphical utilities, Visual Voice Pro can be employed in almost any development environment, although in our opinion it finds its home with Visual Basic. The notable features of version 4.0 include support for multi-threaded applications, considerably less memory requirement, and a "Code Wizard" to facilitate application development. We gave Visual Voice Pro 4.0 a 1997 CTI � Product of the Year award for all these reasons. Areas where we would like to see improvement include stronger wizards to generate complete telephony applications from scratch, Internet telephony capability, and support for other boards in the industry.

Brooktrout’s Show N Tel
Building sophisticated voice, fax, messaging, and call processing applications is as easy as pointing and clicking with Show N Tel, Brooktrout’s innovative application development tool. Show N Tel revolutionizes the entire concept of "programming," delivering power and flexibility to developers of all skill levels. It’s fast and easy. Show N Tel’s exclusive PowerBlock technology is the foundation of powerful CTI applications. PowerBlocks are high-level program objects representing complete voice, fax, database, host connectivity, and PBX/switch functions. Simply drag and drop PowerBlocks onto the Show N Tel workspace and visually link them in the logical program flow with a click of the mouse. Compile, test, and the program is ready to run. Developers can also customize and create new PowerBlocks and share them within workgroups or across the entire organization.

DataViews’ DataViews 9.8
We like many of the features DataViews provides, and we’re told that many more native Windows controls will be included with version 9.9. For now, our only criticism is that the software is very slow. Redrawing takes a long time — much longer than we’re used to from other graphically-intensive programs — and the program’s robust size could be a factor here. We especially like support for ActiveX and HTML, and we loved the excellent online help and documentation. DataViews is a great program for building large-scale monitoring applications, and the examples and demonstration applications included with the product are among the best we’ve seen.

Davox’s LYRICall LYRICall-designed applications use Java so they can run on a Web browser at call center agents’ desktops, on PCs, Unix workstations, or network computers. The app gen is extremely reliant on templates, wizards, icons, Java applets, and hyperlinks (Figure 2). As long as the terminals are connected to the center’s network, agents can use the LYRICall application to access corporate data, without each agent having to use the same browser or the same kind of terminal.

LYRICall is a strong product for situations when call center administrators need to develop CTI applications in a hurry, because it doesn’t require a programmer’s knowledge and because it’s a write-once, read anywhere solution.

Edgewater Tech’s WhiteCap
Edgewater emphasizes the customer- contact branch of CTI with a comparatively inexpensive entry-level product. WhiteCap systems include Web access, fax, e-mail, and host databases in individual applications, and the included feature set is rich for a product of this price. It’s a good product for small- and medium-sized offices. Plus, unlike many of the more industrial-strength happens , WhiteCap lets you mix different manufacturers’ voice and fax boards, making future upgrades or expansion less intimidating. And Whitecap’s features don’t end with telephone calls: Many can be applied to Internet and voice messages as well.

Edify’s Workforce Application Builder
Workforce Application Builder is designed to build self-service Web applications. We like the software’s "step windows," used to explain logical steps between object actions, and we like the ease of importing and exporting HTML files and Java and ActiveX programs. Those files and applets link to servers, applications, or databases. The result is more efficient customer support with less circumstantial input required by the hosts. When used in conjunction with Edify’s Electronic Workforce package, which received a 1997 CTI � Product of the Year award, the software is a solid package with a clear-cut purpose. It’s no wonder that Workforce Application Builder is so popular among customer service managers.

Envox’s Script Editor 2.0
Used separately or in conjunction with Envox’s Control Panel and Wave Editor, Script Editor 2.0 is a powerful part of CT Studio 2.0 for creating IVR, call center, fax-on-demand, voice mail applications, and more. There are handy right-click menus, infinite user-defined variables, and a multitude of pre-defined standard CTI elements. HTML files can be incorporated into a fax-on-demand service, as well as .bmp, .tif, .pcx, .dcx, and raw text formats. Script Editor can use any ODBC-compliant database, and �the best part of all � Script Editor can run on a 486 computer with just 16 MB of RAM and Windows 95. There’s also drag and drop support between multiple scripts.

Expert Systems’ EASE
EASE for Windows NT is unique in several ways. It’s the kind of app gen that you don’t need to be a programmer to figure out, and when you’re finished, the software will make a complete set of deployable application disks. A nine-step toolbar guides users through the entire generation process. Fax, voice, and text-to-speech modules are available, along with a powerful query builder for accessing databases. Other options include network and host access, an ODBC server, accessibility for many types of line connections and code that’s customizable with a variety of popular languages, from C to Visual Basic to Delphi. We also like the dialog boxes available for constructing sub-routines and defining error handling.

InterVoice’s InVision
What we like best about InVision is the forms-based construction concept. InterVoice understands that no subroutine should be coded twice; thus, there is plenty of support for function calls, script segments, and voice files. "New Event" windows pop up whenever an application’s flowchart reaches a crossroads. In terms of GUI and actual construction, this is one of our favorite app gens. The software does a good job of catching illegal logic and script flows, without sacrificing power or usability. In Windows terms, there is virtually no learning curve. However, the feature set of more sophisticated software is lacking here.

MasterMind Tech’s MasterVox Designer
The MasterVox Designer’s multitude of features won it one of our Editors’ Choice awards in September of last year. Specifically designed for Natural MicroSystems’ voice boards, MasterVox Designer uses a drag-and-drop GUI; individual toggle control of successes, failures, time-outs, and hang-ups; and math, data, and speech operations (Figure 4). There’s also multiple language support, support for modular sub-applications, instant grid snaps and redraws, support for multiple audio file formats, and even a utility for converting OS/2 applications to the NT platform. Finally, MasterMind has made recent improvements to their GUI, audiotext features, and call-progress analysis, and they’ve also added a standard InstallShield Wizard.

MediaSoft Telecom’s IVS Builder
IVS Builder, a part of the IVS Studio, uses its own editable BlaBla Script coding beneath a wizards-based GUI to develop IVS and Web applications. Each step of an application has two parts within IVS Builder � events and function templates � and the entire flowchart is viewed using linear, script, and flow views. Applications are easily transferred between Builder and IVS Server for development among multiple programmers, and there’s a powerful simulation/ debugging feature. We particularly like that any of the views can be open at once, and the program will inversely generate: You can enter raw code and produce a flow chart, not just produce code from a flow chart.

Microlog’s Intela
Intela is a Unix app gen based on VoiceTek’s Generations Developer software (see below). However, the products do have differences. Intela does not offer MAPI support, but it does offer DDE, OLE, and ActiveX support, along with improved voice mail capabilities. Otherwise, the feature set is the same as Generations’.

Parity Software’s Call Suite (VoiceBocx)
CallSuite Wizard works with Parity’s CallSuite ActiveX controls in Microsoft Visual Basic, Visual C++, and Delphi. CallSuite Wizard enables users to build telephony functions into their Windows applications, without having to learn the programming interface (properties and methods) of their CallSuite controls. The source code for an entire project can be converted between different languages, such as VB and C++, with a single click. The software works in conjunction with VoiceBocx, a custom control which gives an applications developer control over a Dialogic multi-line call processing card (VoiceBocx/ Dialogic or VoiceBocx/PRI), or TAPI compliant voice processing card or CTI link (VoiceBocx/TAPI). VoiceBocx/ Dialogic is available as a VBX (Visual Basic Extension), and as a 16- and 32- bit ActiveX (OLE controls, previously known as OCXs). We gave VoiceBocx a 1997 CTI � Product of the Year award. Parity Software’s Graphical VOS FlowCharter Unlike CallSuite Wizard, Graphical VOS is its own app gen programming language. There’s a unique anticipation feature, which guesses the next step in your flow chart (you can turn the feature off, too). Users can build applications for DOS, Unix, or any version of Windows. Within the VOS language are more than 300 CTI functions, fast multitasking, and enhanced caller hang-up options. Parity supports all Dialogic boards. You can even use the debugging tool while an application is running. Upgrades are free, and technical support is unlimited. We called VOS one of the industry’s premiere products in mid-1996, and it still holds true.

Periphonics’ PeriProducer
PeriProducer runs on RISC-based VPS SP, VAS, and IS systems, as well as Sun workstations. Applications are built from 20 predefined blocks and infinite custom-developed blocks; detail is added in layers for a modular construction. Also included is a powerful screen mapping program to define formatted screen images and unformatted data streams. Debugging and step-by- step tracing is accomplished with the on-screen simulator, which will even emulate errors and infrequent occasions and generate a log. Used with the entire Periphonics IVR line, users can build systems for a wide range of company sizes and uses.

Pronexus’ VBVoice
In our November 1997 round-up for Visual Basic app gens, we praised VBVoice for its smooth graphical interface, and we also liked that most applications didn’t require customized code (we also gave them a 1997 CTI � Product of the Year award). That praise holds for version 3.0 as well. There are plenty of new features, including 25 total components, support for multiple voice and fax boards, remote logging, global error handlers, and rules support for up to 24 languages. Applications are created in a simple three-step process, and code is written in C++. For its ease-of-use and good troubleshooting capabilities, VBVoice is a popular toolkit.

Syntellect’s SYNthesizer
Syntellect’s VocalPoint IVR simplifies the often complex task of developing voice processing applications with SYNthesizer, an object-oriented, Windows-based graphical user interface (GUI) application generator, which provides a flowchart drag-and- drop environment.  One of the most flexible development tools of its kind, SYNthesizer enables developers to create voice and data applications on a range of computing platforms, including Microsoft Windows 95 and Windows NT, and IBM’s OS/2 Warp. The VocalPoint IVR provides sophisticated CTI and Interactive Communications Management solutions for call centers of any size with a full range of capabilities, including screen pops to show agents caller-related information, Automatic Number Identification/ Dialed Number Identification Service (ANI/DNIS), and intelligent call queuing features.

TALX EasyScript for TALXWare
TALXWare is an open software platform for interactive communications, which includes state-of-the-art technologies such as speech recognition, fax, optical character recognition (OCR), e-mail interfaces, Internet connectivity, and text-to-speech, with enough processing power to service 48 or more simultaneous user sessions. EasyScript incorporates the latest object-oriented programming techniques and allows users to quickly respond to a rapidly changing business climate. A user-customizable toolbar, online help, and a drag-and-drop data dictionary are only some of the productivity and usability features of this powerful tool. EasySim is the testing tool that allows agents to simulate and test every scenario incorporated into their assigned tasks. This includes every aspect of their responsibilities such as host and database connectivity, error handling, scheduling, fax preparation and delivery, and e-mail interfaces.

TTM’s ActiveCT
ActiveCT’s enterprise version creates VB and C++ applications for call control, screen pops, caller ID, and more. TTM was one of the first companies to utilize a Web browser (Internet Explorer) as the workstation of a client/server package. This ActiveX-intensive product is among the less expensive app gens that we’ve seen that still returns a solid feature set and that supports multiple brands of voice and fax boards.

VoiceTek’s Generations Developer
Developer is one portion of the Unix-based Generations package. Developed applets can be saved in personal libraries to use again. Applets can be further customized using C or C++, and when finished, they become available to all future applications. Voice prompts and flow charts can be precisely tailored in the Application Test Facility for analysis and debugging. There are also excellent facilities for speech recognition, fax, database management, and myriad PBX and ACD units.

Voysys’s VoysAccess 2.0
VoysAccess 2.0, a 32-bit ActiveX telephony control, now supports Windows NT (Figure 6). Version 2.0 expands the line count capability from 2 to 24 lines in a single PC. The upgraded version makes caller ID information available to telephony applications via RS-232 devices attached to the PC. VoysAccess 2.0 also adds digital sound features to telephony applications. Using AudioMode, applications can be developed for playing back the digitized voice recordings left by callers.

These messages can be voice mail messages or .WAV files created in other applications. The benefit is that desktop applications can listen to voice mail messages using the PC’s internal sound card. VoysAccess 2.0 provides syntax equivalents to the commands available in the 16-bit VBX control, which means that users can port applications to Windows NT more quickly than other toolkits.

Company: ConeXus, Ltd.
App Gen: MediaSoft Telecom's IVS Builder

Sure, the Mercedes dealer you're buying a new car from may simply take your work for it that you're CEO of Company X, and that you make several million dollars a year. Chances are, though, they won't. In the past, the dealership would have had to call Company X directly and ask to speak with their human resources department to check on a purchaser's employment status. The process was time-consuming and cumbersome. Today, verifying employment is made easier by services such as the one provided by the Employment Verification Service (EVS) division of Massachusetts based JonJay Associates.

To automate and expedite their service, EVS turned to ConeXus, Ltd., for software and database development. ConeXus builds client/server applications: The product applications run on a Unix server to take advantage of the platform's long run times and high reliability, but the administration and management modules run on Windows 95 clients. ConeXus' MediaSoft's IVS Builder to create JonJay's robust IVR because the app gen provides solid tools for reliable, high-density systems.

EVS allows companies to access employment information such as position, salary, and the employment period of an employee of a given company. Employment information from different companies' human resources departments is sent weekly or monthly though a frame relay network or through a dial-up to a server running a Siemens Nixdorf database.The IVR built with MediaSoft's app gen interconnects with the database through a TCP/IP network.

There are three modules in EVS's IVR application: An account setup module, a 1-800 access module, and a 1-900 access module.  The account setup module is used by employees to set up an account—they receive a Personal Identification Number (PIN) to give to the company that needs to verify their employment information. Companies use the 1-800 access module if they have an active account with EVS and want to verify employment information of an employee. The 1-900 access module allows companies to call in to the system and be charged on a per-usage basis. EVS customers are large companies (such as the Bank of New York) with significant numbers of employees typically over 10,000). ConeXus is currently working on implementing a complementary Internet IVR for EVS, so customers can choose between PC or phone access.

Company: PT Sigma Cipta Caraka
App Gen: Parity’s VOS

Ten-year-old PT Sigma Cipta Caraka provides information technology solution services for the banking industry — the company supports more than 70 banks in Indonesia and has more than 200 employees. Banking customers everywhere need an easy, fast, and safe banking service that allows them easy access to their accounts. To meet this need, PT Sigma Cipta Caraka developed bank-by-phone and call center systems aimed at increasing customer satisfaction.

PT Sigma Cipta Caraka had several specific features in mind when building their application. First, they needed multiple-language support (Indonesian, English, Japanese, and Korean). For secure transactions, they wanted DES cryptographic PINs. The secure system would allow them to safely provide account information such as balance inquiries, and other general information such as interest rates, foreign exchange rates, and bank branch addresses. The system also needed to provide an inter-face to existing banking application systems running on AS/400 and NT servers. Ultimately, the bank wanted to proactively enable tools for their call center agents to sell new products and services to customers.

The company chose Parity as their app gen vendor for several reasons: the application is simple, multi-platform, supports host connectivity, and has solid technical support. In 1993, PT Sigma Cipta Caraka developed their bank-by-phone system using VOS 4.1 and VOS 4.2 for DOS. The system created, called Interactive Customer Response System (ICRS), Building Better Banking Services is simply a banking-specific IVR. The ICRS connects to the host computers (AS/400 or RISC/6000) that made up the bank’s core system.

At first, ICRS provided a few online banking information func-tions, such as balance and transaction inquiries and statement requests. As the system grew, it became more complex — in 1995, the bank-by-phone system was enhanced using VOS 5P (32-bit), which provided fax-on-demand features and additional transactions such as overbooking, outgoing transfer transaction, and payment.

Eighteen banks in Indonesia, and some foreign banks such as Bank of Tokyo-Mitsubishi, are now using the VOS-based ICRS. Currently, PT Sigma Cipta Caraka is developing a call center using VOS for NT and Visual Basic 5.0, linked to Dialogic’s CT-Connect server with Visual Basic and Visual C++. The call center will let customers connect to agents for any transactions outside the IVR system.

Comany: Adecco SA
App Gen: Edify's Workforce Application Builder

Adecco SA is one of the world's largest personnel service corporations, providing business solutions form companies at the local, regional, and global levels. Adecco was formed in September 1996 by the merger of Adia SA of Switzerland and the French company, Ecco SA. Swiss-based Adecco now has over 2,500 offices in 40 countries, 10,000 full-time employees, and employs approximately 1,500,000 temporary associates each year.

Adecco's 80,000 U.S. temporary employees work different hours for different employers at different pay rates each week—their paychecks are not consistent from week to week, so they need an efficient way to call and check the amounts on their direct-deposited paychecks. The companys' human resources staff didn't have the manpower to personally answer every employee's inquiry. Adecco had already implemented Edify's Electronic workforce solution to allow employees to check their records over the phone, but wanted to move to Windows NT for more scalability as well as NT's enhanced development environment. To port from OS/2 to NT, Adecco tapped the expertise of Edify, who sued Workforce Application Builder to accomplish the task. Larry Pytlik, network services manager of Adecco, notes that choosing Edify for the job was a simple decision—Adecco was familiar with the company and had been pleased with Edify's previous performance.

Adecco implement Edify's Electron Workforce with 24 phone lines handling over 2,500 calls per day. using the Workforce Application Builder app gen in conjunction with the Electronic Workforce package, Adecco was able to tailor the application to their specific needs. The 80,000 U.S. employees can call an 800 number from anywhere in the United States to connect to the interactive voice response (IVR) system. They can get information on their last paycheck and direct deposit, and can check pay information for past months. They can also get information on witholding, as well as vacation and sick leave balances. Adecco plans to further enhance the application by using the app gen module in-house, in conjunction with consulting from Edify.