IVR recommendations Hicom & Genesys 5.1

[Rick]

Our initial IVR needs are VERY basic - just a few voice prompts and retrieving CED, but we want to be able to use more advanced IVR functionality in the future. We're also looking for a solution that will allow us to upgrade to Genesys 6.*. Easy installation and administration would be a plus. Any recommendations?

[Vic]

I think most of IVR would do fine. In each case, you would have to deal with a particular pecularity or two, but most of them are pretty much the same when it comes to implementation.

Show'n'Tel , Periphonics seem to be leading in its integration with Genesys; however, pricewise it might be prohibitive...

What are you considering at this point?
Vic

[Rick]

We haven't started conversations with any vendors yet, but my initial research has narrowed the field to the list below. I have no prior experience with IVRs. We are looking to select a vendor by midJuly and implement by the end of September. We also want any solution to compatible with G6 when we are ready to upgrade. I appreciate your comments!

1) Siemens voice prompt and CED w/Genesys 5.1 (no fulllown IVR)
2) Genesys VTO w/Genesys 5.1
3) Genesys VSS w/upgrade to G6
4) Aspect/Voicetek Generations w/Genesys 5.1 (supported in G6)
5) Brooktrout Show N Tel w/Genesys 5.1 (supported in G6)
6) Edify w/Genesys 5.1 (supported in G6)
7) IBM DirectTalk/6000 w/Genesys 5.1 (supported in G6)
Lucent Conversant w/Genesys 5.1 (supported in G6)
9) Nortel Symposium OPEN IVR w/Genesys 5.1 (supported in G6)
10) Nortel Periphonics VPS/is w/Genesys 5.1 (supported in G6)

[Andrew]

I'm investigating an IVR replacement for our existing Nortel Symposium Open IVR (we are using an Option 81C PBX Rel. 25), which is now supported and developed by Aspect. It is a good tool that has been reliable, but it is going to cost as much to replace it as it would to purchase a new system from a competitor Aspect's pricing is pretty outrageous compared to IntervoiceBrite, who is offering a very attractive displacement incentive.

I have seen and heard very good things about IntervoiceBrite and their IVR platform, but have yet to confirm if it is G6 compliant.

I have heard rumours that the Genesys VSS rollout has been delayed inevitably as they work out some major problems.

We have an older Periphonics machine that is a major pain in the ass. Pretty reliable, but difficult to make quick prompt/callflow changes with. I don't know if Nortel has made any improvements to the platform since purchasing Periphonics. We are somewhat gun shy going with Nortel again we were reassured more than a few times that the Symposium Open IVR platform would be supported for years to come....two years later it was an abandoned product line.

I have no idea how the above would integrate with a Siemens PBX.

I have a two page Gartner Group report outlining the IVR industry and the major players. email me if you want it.

hope this info helps

[Rick]

Thanks, Andrew. I sent you an email about the Gartner IVR report.

There is a document on the Genesys Support website called "Genesys 6.x Supported Switches & IVR". If you do a search in the Knowledgebase for it, you should find it. It has a table showing which IVRs are supported in G6. All of the ones in my list are supported.

[Vic]

Andrew,

could you email it to me too? Thanks!
As for IVR, Show'N'Tel and Intervoice would be my first and second choice, but then again, it is based on what I am playing with at the moment.

Vic