User Portal

Communications Portal – IVR

In a world accustomed to instant gratification, customers expect you to be accessible anytime, anywhere and at their convenience. Being able to deliver a great customer experience is crucial and often times can be a competitive differentiator. This demand for instant, always-on accessibility can prove challenging for many businesses; therefore, having a self-service option in place should be an integral part of any customer service strategy.

The Communications Portal is an open, standards based platform with integrated application development and management components that significantly reduce the time, cost and complexity of deploying voice and IP communications solutions.


The Communications Portal combines the industry’s most complete support for IP communication, including telephony, video messaging, SMS, and email with comprehensive support for traditional voice communication. By melding these capabilities, the Communications Portal offers a multi-modal Portal that enables organizations to deploy all of their communication applications on a single, cost-effective platform.

Functionalities

  • Voice self-service solutions, such as interactive voice response (IVR), interactive voice and video response (IVVR), outbound dialing, and speech-enabled self-service systems
  • SMS, email, standards-based voice mail
  • Contact center solutions, including outbound dialing, intelligent routing applications and screen pop applications
  • Unified communications solutions, including standards-based voice-mail systems and applications that combine traditional voice, IP telephony, video messaging, SMS, email, and fax communication
  • VoIP/IPTelephony Capabilities
  • PSTN Telephony Capabilities
  • Speech: standards supported: MRCP 2.0, VoiceXML 2.0, 2.1, Speech Recognition products supported: Nuance 9.0, 10.0, Loquendo 7.0, teliSpeech 2.0
  • Text-to-speech products supported: Nuance Volcalizer 5.0, 6.0, Nuance RealSpeak 4.5
  • VoiceXML gateway, embedded VoiceXML browser for executing VoiceXML scripts anywhere within an Enghouse Interactive based solution, multi-level VoiceXML application logging.
  • Call Control XML (CCXML)
  • Web services supported: XML, SOAP, WSDL and standards Web supported: HTTP, XML, HTML, DHTML, ISAPI
  • Standards datacomm supported: LDAP, TCP/IP, XML, UDP, X.25, Serial Port, DDE, MS Message Queue, RAS, Radius, 3270 and 5250 terminal emulation
  • Video/Multimedia
  • Communications Portal APIs
  • Supported cryptography functions

Benefits

  • Comprehensive support for industry standards enables organizations to leverage prior investments in hardware, software and solution development, while providing a smooth migration path to the emerging standards and technologies that will be required in the future
  • Superior performance – the Communications Portal has handled billions of transactions for our customers in the most demanding of environments
  • Industry leading ease-of-use and unmatched flexibility
  • Reduced development time and faster time-to-market – developers can create voice solutions 50% faster than they can with other graphical development tools
  • Outstanding price/performance compared to proprietary IVR systems and other standards-based voice platforms
  • The industry’s broadest support for industry standards, such as VoiceXML, CCXML, MRCP, SIP, and Web services, ensures that solutions are compatible with a wide array of IT environments, including Web and service oriented architectures (SOA)
  • Powerful management tools for easily configuring, monitoring and managing largescale deployments


Downloads

Communications Portal
Contact Center and Multi-Channel Solutions (American English)

Contact Center and Multi-Channel Solutions (British English)
Contact Center solution for Collections
Contact Center solution for Travel
Contact Center solution for Healthcare
Contact Center solution for Insurance