- This topic has 8 replies, 1 voice, and was last updated 17 years, 8 months ago by Saeed Qadri.
6th August 2003 at 23:23 #15483RevalGuest
I see a lot of commercial discussions going on this forum. With the whole lot of technologies lying under the call centers. Why can’t we discuss those technical issues also here? Hope that would help us to bring out lot of ideas and suggestions.
Pls. Comeforward and discuss this.
Best Regds.6th August 2003 at 23:25 #15484WebmasterGuest
We agree. This is a heavily moderated forum now because there are so many attempts to commercialise it, and we resist this.
It is and always has been a forum for discussing technical and operational issues.11th August 2003 at 00:26 #15485RevalGuest
I cant find a single technical issues here. Let me start with a technical issue..
regds.14th August 2003 at 09:03 #15486Saeed QadriGuest
I happen to be the tech architect of a call center and have a background in VOIP services. I agree that there is nothing much going on technically on the forum. Let me start with a question …has anyone outhere tried I3 http://www.inin.com I am evaluating it …but i need opinion from some one who has actually used it14th August 2003 at 23:32 #15487CanuckGuest
What kind of evaluation are you doing with inin products. I have been using various system from Inin, for the past three years and may be able to answer specific questions.17th August 2003 at 17:40 #15488Saeed QadriGuest
For a certain assignement I have to compare InIN with Telephony At Work. I need opinions about the speech recognition capabilities of I3. For a setup we want to have SR based IVR choices.
Best Regards.17th August 2003 at 17:40 #15489Vishal JhambGuest
Interactive Intelligence ( I3) is an excellent state of the art product. I have personally installed it at 2 centers in New Delhi. The version EIC 2.1.c is extremely userfriendly and robust. It has been tested with 5,000 users defined in Interaction Administrator, comes with Dramatic improvements in all user operations (add new user, change attribute, load user list, etc.) Many order of magnitude (10 fold) improvements Dramatic improvements in speed of security calculations Ability to define and assign roles for various levels. It has Client-side TAPI TSP Account and authorization codes, Multi-lingual auto attendant, LDAP-based phone directories, New line group and DNIS reports, Oracle support for logging and reporting, Reverse white pages lookup, New multi-lingual audio prompt manager.Further, It has inbuilt Reliable monitoring using either Dialogic or Aculab hardware (no more reliance on “side tone”)
External call-in monitoring of any agent or trunk Hosted monitoring (external caller and supervisor can talk while listening to an agent and a customer). It Supports for Dialogic HDSI H.100 station board (up to 120 station connections per board) VPIM tools for legacy voice mail integration.It can also arrange Conference calls with up to 400 participants
Broadcasts with 1 speaker and up to 1,000 listeners Coaching (supervisor can hear both sides of a conversation and speak so that comments are heard only by agent).
If U Need more Info Let me know
SignCalls18th August 2003 at 23:54 #15490CanuckGuest
We have 4 servers just doing IVR processing over 1.5 Million calls per month with extensive customizations including mainframe screen-scraping and Oracle database logging. We haven’t used Speech recognition yet, but I know that it works well with Nuance. Once we migrate our systems to ver 2.2, we will be implementing speech recognition through our IVR’s.
We briefly looked at Telephony@Work and seem to remember that it also uses the Nuace Processing engine.
Hope this info is helpful.
Can you please let me know what you find in your evaluations and which product you select.
–Canuck–18th August 2003 at 23:54 #15491Saeed QadriGuest
Thank you for heads up. on the PD side how effective is the answering machine filtering specially digital answering machines with I3