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April 17, 2008

Recap of Intervoice Industry Analyst Conference

By Stefania Viscusi, TMCnet Assistant Editor


Recently, Intervoice (News - Alert) held its industry analyst conference in Washington D.C. The conference covered both sides of Intervoice’s business: the enterprise side and the network service provider side.
 
Early blogs and write-ups from those in attendance indicate that the 25-year old company is still the one to watch.
 
Presenting at the conference were Intervoice customers from around the world who are leaders in their own industries. These customers praised Intervoice’s consistency in delivering on its promises.  They also praised Intervoice for being a valuable partner that helps customers grow their business.
 
Much of the analyst coverage commented on the “new” Intervoice as well as the introduction of the Intervoice Contact Portal.
 
Below are highlights of what has been written about what Intervoice has declared “a very successful conference”:
 
“Intervoice showcased users that have indeed decided to entrust the entire spectrum of contact center applications to Intervoice. One of these was an agency of the State of Utah. When they finally found the funding to upgrade a 15+ year old Intervoice IVR system, two things happened. Not only did they choose to upgrade with Intervoice, they also decided to take advantage of Intervoice’s new Contact Portal solution (which combines self and assisted service) to support 300+ home agents,” blogged Sheila McGee-Smith, president of McGee-Smith Analytics. “During his presentation, the director from the State of Utah commented that his number one reason for staying with Intervoice was, ‘We are very happy with them. We appreciate the integrity of Intervoice.’”
 
Blair Pleasant (News - Alert), president and principal analyst, COMMfusion LLC, blogged that: “Intervoice has a role to play in UC (Unified Communications (News - Alert)) in both the enterprise and the network (via IMS). In the enterprise, Intervoice’s applications, such as the new Intervoice Contact Portal, will interoperate with UC backbones as they evolve, mature and become standards based.”
 
She also blogged that, “In addition, Intervoice’s notification services can be used as the trigger for CEBP applications. On the network side, Intervoice’s Media Exchange platform, supports multiple media and will deliver context and location awareness capabilities, key elements of a UC solution. Delivery of messages and communications will adapt based on context. Context-based messaging (if I’m in a meeting, don’t send a message via voice but instead via text) will enable callers to check back presence to determine the best way to reach someone (or not). Media Exchange offers multimodal capabilities that let users reply to messages by voice, video, text, or voice SMS.”
 
Nancy Jamison of Jamison Consulting blogged that, “It took a long time but Intervoice has finally merged their enterprise and network platforms into one, both from a solutions and philosophy standpoint.” She added that, “another highlight of the conference was the repackaging of their self-service to live agent options on the enterprise side. The complete end-to-end solution combines Intervoice Voice Portal (IVP) with Intervoice IP Contact Center (IPCC) and new outbound services with the Intervoice Advanced Notification Gateway (News - Alert) for email, SMS and voice alerts. This combined solution is now called Contact Portal.”
 
Joe Outlaw, president and chief analyst of Outlaw Research, blogged that: “Intervoice is positioning the Intervoice Contact Portal as ‘customer-focused cost reduction’ customer contact solution. Take note-this strong cost emphasis is unique in the market and foreshadows Intervoice’s strategy as a relative newcomer to differentiate its contact center solutions...The Intervoice Contact Portal is designed to provide enterprises with a strong self-service application front-end and an assisted (live agent) back-end with additional help (to reduce incoming contacts) from pro-active customer notification. These capabilities are not unique to Intervoice solutions, but the appreciation of enterprises’ cost focus and its commitments to address them as its top priority certainly are.”
 
Last month, Intervoice announced the availability of its IP Contact Center (IPCC) 4.0. With the announcement of Intervoice Contact Portal at its Analyst Conference, Intervoice clarified that IPCC can still be purchased as a stand-alone contact center solution. When IPCC is paired with the Intervoice Voice Portal (IVP), it becomes Intervoice Contact Portal. IVP can also be purchased as a stand alone solution.
 
Opus Research’s program manager, Kip Heurtz wrote that, “Intervoice is a changed company. Both the executive suite and product line have undergone fundamental change. With promotion and product packaging efforts focused on new platforms, the company offers a stronger defense of its installed base against poaching from competition as enterprise and carrier customers migrate to IP-based networks.”
 
For more, be sure to check out the Speech Technologies channel on TMCnet.
 
 
Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page.

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