IVR

[tonyrico]

I am somewhat familiar with Nortel's MPS/PERI/IVR offerings. We will shortly embark on an evaluation of different IVR vendor solutions and possibly progress to the purchase phase depending on what we find and what we like. I'm looking for some names/brands of established IVRs that play well with 61C, Symposium and Call Pilot.
I prefer at this time that vendors don't respond directly. That will be our next step.
If this request is a violation in any way of forum policy, please inform me of such without posting any additional requested information.

Sincerely and thank you
TonyRico

 

[spanton]

My company has been using Intervoice brite IVR for over 5 years with Symposium and meridian mail. We will be upgrading to call Pilot shortly....I would need you to elaborate on "play well". What are you looking to do?

 

[tonyrico]

We're in the insurance business and are loking to automate some of our call center calls about coverages, claims... thus offload some of that work from our Symposium reps.
By play well, I mean integrates without having to invent something. We don't want to be the first to marry systems. Local support is also something we are concerned about. Slim pickins around here. BellSouth is the bigger vendor here, but they do not want to sell any IVR systems until the Katz DTMF patent suit is settled.

 

[srmega41]

We also have InterVoice systems in place. I actually have three systems, all using Line Side T1 connections. Two connect to my 81C, the other to an Option 11. The 81C units are agents that log in, as Symposium agents, to a skillset. This allows for load balancing between the two units and reporting. We also use Meriain Mail for announcements, specifically estimated wait times.

I am personnaly a big fan of the InterVoice product, and I would recommend it for someone in your situation.

Hope this helps,

Scott M.