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March 18, 2008

Intervoice Releases Version 4 of its IP Contact Center Solution

By Susan J. Campbell, TMCnet Contributing Editor

Intervoice (News - Alert) has announced the release of Version 4 of its IP Contact Center solution (IPCC). This release allows Intervoice to continue to expand its strong positioning with self-service solutions that offer increased options for live agent assistance.

IPCC 4 is available integrated with the Intervoice Voice Portal or as a separate solution. It can also be deployed as part of the company’s hosted solutions.

The SIP-based architecture and built-in CTI capabilities of IPCC allow customers to extend the benefits of speech self-service, either in a hosted or on-premise environment, with the feature functionality of a full service IP-based contact center.

This latest version allows data that is collected during a self-service interaction to be seamlessly transferred to IPCC by leveraging IPCC’s Built-in CTI (News - Alert) and using SIP. This feature ensures that customers no longer have to repeat the information they input during the self-service interaction. Such functionality increases first call resolution and improves agent productivity to lower costs without sacrificing customer satisfaction.
With this seamless connection between self-service and live agent interaction, the contact center is able to report on these end-to-end interactions. Version 4 provides actionable information to the enterprise by offering insight into a customer’s entire experience as they move between self-service or live-agent assistance. This capability helps to negate the need to purchase a data mart or data warehouse.

This new release also includes additional capabilities such as new configuration tools that enable shorter implementation times, as well a enhanced security that enables compliance with federal security regulations such as HIPPA/GPLB.

"Version 4 of IPCC is the next step in the Intervoice vision of offering our customers a complete, end-to-end solution from self-service to live assistance without having to replace their existing PBX infrastructure," said Kevin McPartlan (News - Alert), vice president and general manager, contact center solutions, Intervoice, in a Tuesday statement.
McPartlan continued: "As a switch-independent vendor our customers are able to quickly deploy customer-centric applications while avoiding the confusion and costs associated with overall complex VoIP and unified communications implementations."

Intervoice announced three new customers on February 5, 2008 that included its expanded multi-channel contact center suite. A common denominator for these customers was that they each credit Intervoice with having flexible solutions that address their specific needs.

Intervoice IP Contact Center Version 4 is available to order today with the general availability release shipping within 90 days.

Seamless interactions between self-service and live agents within the contact center are essential for driving customer service deliverables. Countless customers have likely wondered why they are asked to input information in the self-service mode of the interaction if they are only going to have to repeat the information.

Self-service continues to experience growing demand as consumers want information on-the-go and in real-time. At the same time, live agent interactions are still the preferred communication within the contact center. Intervoice has recognized the importance of these two channels working seamlessly together to drive customer satisfaction.

Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is End-to-end Billing and Network Management, brought to you by Comarch (News - Alert).

Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan’s articles, please visit her columnist page.

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