The question is, Why would Nortell be buying IVOC product? Can any one comment?
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Interactive Voice Response (IVR) Solutions
Nortel provides two solutions to your Interactive Voice Response (IVR) needs. Meridian IVR is a fully-integrated solution with the Meridian PBX, and Open IVR is a stand-alone system that meets the needs of our non-integrated customers.
To learn more about Nortel's IVR Solutions, click on the following:
Meridian IVR
Open IVR
Meridian IVR
In today's competitive marketplace, businesses are looking for ways to more effectively improve the bottom line and keep pace with market demands. To achieve these objectives and remain competitive, companies are focusing on ways to enhance customer services and product quality, increase revenue, reduce costs, and improve productivity.
One of the most powerful means for achieving these goals is through the automation of repetitive or routine activities using interactive voice response (IVR) technology.
Meridian IVR addresses business needs found in every industry today. Meridian IVR gives callers easy, round-the-clock access to a wealth of database information through their telephone keypads. It turns any telephone equipped with pushbutton tone dialing into a computer terminal. As a result, customer service representatives can be freed from handling routine requests, and the quality of customer communications can be improved without adding staff.
Meridian IVR integrates the value of the Meridian 1 switching platform—together with Meridian Mail, Meridian ACD, Meridian MAX, Customer-Controlled Routing (CCR), and Meridian Link—to create a dynamic Call Center solution.
MERIDIAN IVR SOFTWARE COMPONENTS
GUI Application Generator—Creating an editing application is as straightforward as pointing and clicking. To create an IVR application, icons or cells are dragged from the cell palette to the drawing board to create a call flow.
System Administration—Allows the installation, activation, or removal of an application without causing downtime or interruption of system operation. Administrators can also use the interface to manage the local information database.
Reports—Meridian IVR offers four detailed call reports—call detail, cell usage, transaction log, and channel usage—for effective system management.
Voice Prompt Editor—This interface gives an easy way to review, record, install, delete, back up, and restore voice prompts.
TYPICAL MERIDIAN IVR APPLICATIONS
Health care—physician referral, appointment scheduling, test result reporting, appointment confirmation
Banking—account balance and interest rate inquiries, loan applications
Catalog sales—order entry, order status, inventory inquiries
Customer service—order status, service dispatch, product or repair information
Human resources—scheduling, benefits inquiries, employment opportunities
Education—university class registration, special event ticket purchases, tuition payments
Insurance—claims status, eligibility
Reservations—airlines, hotels, travel agencies
BENEFITS
Meridian IVR offers the following benefits:
Total integration with Meridian MAX, CCR, Meridian Link, and Meridian Mail
Graphical User Interface (GUI) for application development
Intelligent network interface provides CLID, DNIS,. and ANI
Shared power and efficient use of real estate with Meridian 1
Sound reliability and quality of Meridian Mail voice processing
Increased efficiency of ports and storage through use of Meridian Mail
Coordinated screen/call transfer to an ACD agent
Direct digital link through the Meridian Mail system to switch eliminates requirement for analog line cards
Open IVR
OPEN IVR is an important addition to the Northern Telecom (Nortel) interactive voice response (IVR) product portfolio. Its open architecture provides flexibility for increased functionality and the capability of working with both Meridian and non-Meridian switches.
With OPEN IVR, you can also choose from a variety of state-of-the-art technology, automated speech recognition, Analog Display Services Interface (ADSI), interactive fax, text-to-speech conversion, outbound dialing, mainframe communications, external database communications, and more—the choice is yours.
Applications utilizing these features are easily and efficiently developed using our Graphical User Interface (GUI) application generator.
OPEN IVR is the power of choice—a personalized solution returning maximum competitive advantages with minimum development investment and maximum flexibility.
OPEN IVR CAPABILITIES
Automated speech recognition—Gives your customers the convenience of spoken responses rather than manual input using the telephone keypad. Discrete and continuous speech recognition are supported. Both options provide speaker-independent voice recognition of digits 0-9, and the words "yes", "no" and "oh" in multiple languages.
Interactive fax, fax-on-demand, and fax broadcasting—Interactive fax provides the caller with a faxed confirmation or record of the IVR transaction.
Analog Display Services Interface (ADSI)—This leading-edge technology allows display-based telephones to support an IVR application, providing the caller with the simplicity of a visual display and the ability to press soft keys on the set to select menu options for sophisticated applications.
Text-to-speech conversion—The ability to convert a text file into speech allows you to offer dynamic services to your customers.
Multilingual support—OPEN IVR allows you to easily create applications that support multiple languages. In addition, the GUI application generator can be in the language of choice!
OPEN IVR APPLICATION DEVELOPMENT SOFTWARE MODULES
GUI Application Generator—Provides a state-of-the-art GUI environment for rapid application development.
Prompt Management—Allows creation, review, edit, installation, and deletion of voice prompts. An optional graphical voice prompt editor is also available for ease of editing.
System Management—Enables management of the entire OPEN IVR system.
Statistic Management—A complete portfolio of standard reports provides information on call detail, cell and trunk usage, subscriber information, and transaction logs.
Data Management—Allows creation and maintenance of simple flat-file databases.
THREE MODELS OF OPEN IVR AVAILABLE
Combined MRS/AP—This model bundles the MRS and AP into one unit, providing complete IVR functionality (voice, fax, and speech recognition**), and provides a low-cost entry into IVR technology.
The MRS and AP systems are separate in the other two models to provide superior scalability, whether you need the capacity now, or are planning for future growth. Text-to-speech is not available on the MRS/AP. The MRS/AP is on controlled release.
MRS/Tower—This model will meet the port capacity and functional needs of most companies.
MRS/Rackmount—This model is designed to support very large port capabilities and central-office environments.
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