October 12, 2010
Collab Chooses Voxeo's IVR Technology for Call Center Software
By David Sims, TMCnet Contributing Editor
Voxeo (News - Alert), a vendor of Unlocked Communications, and Collab, a European-based provider of OneContact, a contact center tool for hosted contact center providers, outsourcers and enterprise contact centers, haveannounced Collab has chosen Voxeo’s technology to deliver its contact center software.
“We selected Voxeo as the technology of our choice since it is the best, fully SIP-based IVR platform for VoiceXML (News - Alert) and CCXML in the market, with very strong hosting capabilities,” explains Carlos Pedro Vasconcelos, Marketing & Business Development Manager at Collab. “Customers in the financial, health care, and call center industries are already using it in EMEA.”
Collab integrated Voxeo’s Prophecy platform into its OneContact, Collab officials say, “offering to provide customers with the most reliable, state-of-the-art platform for contact centers. Within its OneContact offering, Collab uses Voxeo as the IVR component for voice portals using Automated Speech Recognition and Text-to-Speech Synthesis.”
OneContact is IP-based multimedia contact center software that offers full multimedia contact management across communication channels such as voice, video, e-mail, SMS and Instant Messaging. As Collab officials explain it, the platform is suited for contact centers of medium and large size, in hosted and on-premise environments, and for “any industry including 3G mobile operators, network service providers, outsourcers and enterprise contact centers.”
A contact center using the OneContact solution can be located in multiple sites geographically distinct from each other, yet maintain a single incoming queue, centralized management and remote supervision.”
Last month, TMCnet reported that Telephony developers, Web developers, both are included in Voxeo’s Evolution developer portal.
For Telephony developers, company officials say, Voxeo's Evolution developer portal provides “free hosted access to our Prophecy Platform, resources, and technical support for the creation of Interactive Voice Response, VoIP and voice recognition applications, integrated with modern XML and Web development solutions.”
And for you Web developers, it lets you use “your XML and Web skills, platforms, and tools to create voice recognition and touch-tone driven applications that can be called from, or call out to, any telephone or VoIP device.”
David Sims is a contributing editor for TMCnet. To read more of David’s articles, please visit his columnist page. He also blogs for TMCnet here.
Edited by Stefania Viscusi