Voicemail Replacement

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Voicemail Replacement Featured Article

December 17, 2009

Time to Replace Your Legacy Voicemail System?

By Patrick Barnard, Senior Web Editor, TMCnet

Getting tired of dialing into voicemail all day long? Wishing you had a corporate telephony system like the “big guys,” one that not only lets you get messages with the click of a button, but which also alerts you who just left one -- either on your desktop or mobile phone -- with the ability to have low priority calls automatically directed to your inbox?

Interactive Intelligence’s (News - Alert) Messaging Interaction Center is a unified messaging solution delivering these capabilities and more. Positioned as a “voicemail replacement” solution, MIC is an actually an all-in-one suite of applications based on Interactive Intelligence’s advanced software-based call routing engine. In combination these applications deliver a slew of advanced messaging features and capabilities, including advanced voicemail features, such as the ability to record custom greetings on the fly, be alerted of voicemails in real time via email, and simplified set-up of individual voicemail boxes through web-based administration. In addition the solution is highly scalable, with capacity for thousands of voicemail inboxes.

With this voicemail replacement system, employees can retrieve voicemails, emails and faxes all from the same “email-like” user interface on their PCs or mobile devices. In addition CIC delivers advanced unified communications features, including “presence,” which is the ability to view the availability status of other users on the network.

With presence, it is possible to find out if a user is at their desk, temporarily away from their desk, on vacation, on business travel or working at a remote location. What’s more, presence can be used to specify the channel, or channels a user can be reached on at any given point in time: For example, a user who is going to be in a meeting might set the system so they can only receive email alerts, while all phone calls are directed to voicemail. What’s more, a user can set the system so that they can only receive message alerts from other specific users.
Another advanced feature is the system’s auto attendant with speech recognition capabilities. With MIC’s auto attendant, inbound callers to the organization can control the routing of their calls. For example they have the option of either dialing by extension or speech-enabled “dial-by-name,” by way of integration with the corporate directory.

The integrated IVR also lets company employees manage messages, place calls, change presence management settings, and search contacts using voice commands.

Other advanced features and capabilities delivered by this voicemail replacement solution include one-number find-me/follow-me, calendar and contact management; call screening and automatic callback; pre-integrated knowledge management; desktop, inbound/outbound faxing; and workgroup/departmental broadcast messaging.

Voicemail has served the corporate world well, but with this innovative, all-in-one, application-driven messaging system, organizations can effectively and affordably streamline communications and boost employee productivity.

To learn more about Interactive Intelligence’s Messaging Interaction Center platform, check out this recent interview with Mark Kowal, manager of product marketing at Interactive Intelligence, or click here.

Patrick Barnard is a senior Web editor for TMCnet, covering call and contact center technologies. He also compiles and regularly contributes to TMCnet e-Newsletters in the areas of robotics, IT, M2M, OCS and customer interaction solutions. To read more of Patrick's articles, please visit his columnist page.

Edited by Patrick Barnard

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