Intervoice Announces IP Contact Center Version 4

Business Wire,  March 18, 2008  

Tags: IP

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SIP-based Solution Offers Switch-independent Self-service to Live Agent Assistance

ORLANDO, Fla. -- Intervoice, Inc. (NASDAQ: INTV) announced today the release of Version 4 of its IP Contact Center solution (IPCC). With this release Intervoice continues to extend its industry leading self-service solutions with increased options for live agent assistance. IPCC 4 is available integrated with the Intervoice Voice Portal, or as a separate solution. IPCC 4 can also be deployed as part of Intervoice'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.

With IPCC Version 4, data collected during a self-service interaction can be seamlessly transferred to IPCC by leveraging IPCC's Built-in CTI and using SIP. With this feature, customers no longer have to repeat the information they input during the self-service interaction which increases first call resolution and improves agent productivity to lower costs without sacrificing customer satisfaction.

The seamless connection now available between self-service and live agent interaction also enables the contact center 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. With this complete reporting capability, there is no requirement to purchase a data mart or data warehouse.

Additional capabilities available with this release include new configuration tools enabling shorter implementation times as well as enhanced security that enable compliance with federal security regulations such as HIPAA/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, vice president and general manager, contact center solutions, Intervoice. "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."

On February 5, 2008, Intervoice announced three new customers 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. Each of these deals highlighted different customer media channels including e-mail, Web chat and traditional voice.

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

About Intervoice

Intervoice is a world leader in delivering natural, intuitive ways for people to interact, transact and communicate. Intervoice software and professional services enable innovative voice portal, IP contact center, hosted and mobile messaging and self-service applications. More than 5,000 customers in 80 countries have relied on Intervoice, including many of the world's leading financial and healthcare institutions, telecommunications companies, utilities, and governments. For more information, visit www.intervoice.com.

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