Evaluating voice mail software for the call center -- a short list of vendors |
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EXPERT RESPONSE FROM: Donna Fluss
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QUESTION POSED ON: 14 May 2007
I work in a call center in the healthcare industry and I am evaluating voice mail software. What type of software and hardware would I need for PIN-controlled personal voicemail services that can provide alerts shared between patients and physicians? We would also need access through 800 numbers -- the alerts would be generated by an application with a .NET front end and SQL database back end.
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EXPERT RESPONSE
Overall, voice mail software has matured substantially in the past few years and is delivering some wonderfully innovative solutions. Voice messaging has also expanded into unified communications. Many vendors in the market (and all of the ones that I know) should be able to integrate with a .NET back end, although the integration will require professional services. Most (if not all) voice mail software can issue alerts, which can be initiated by a variety of triggers and events. One of the first decisions you'll need to make is whether you want to use a network-based or premise-based solution. I suggest that you look at the following vendors:
3Com
Alcatel-Lucent
Avaya
Converse
Inter-tel
NEC
Nortel
OnviSource
Siemens
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