Telecom Tactics Insider

Alcatel-Lucent enhances Office Communication Solutions, a complete voice, data and applications portfolio for Small and Mid-size Businesses (SMBs) first introduced in April 2007. Office Communication Solutions provides a “one-stop-shopping experience,” a plus for both the end customers and the SMB channel partners who serve them.

Office Communication Solutions is a portfolio of products and services for SMBs that combines telephony, applications, Voice over IP (VoIP), secure LAN and wireless LAN products. End-customers can deploy a combination of: (1) the OmniPCX Office for telephony services, (2) the Extended Communication Server for shared and secure internet access, remote access for mobile employees, e-mail, Web servers and unified communications and collaborative applications, (3) the OmniSwitch Ethernet Switch for converged voice and data, connectivity to IP Touch telephones, WLAN access points and other networking devices and (4) the OmniAccess Wireless LAN solution that includes Wireless Access Point and an Ethernet interface to transfer traffic (voice and data) between wired and wireless terminals.

What’s new with Office Communication Solutions 2008? Alcatel-Lucent introduces new technology and applications in four key categories – network, people, process and knowledge – all of which connect to create a dynamic business, according to the company. In addition, a commitment to open standards (e.g. SIP, XML, Microsoft, Linux) lets customers choose the solutions that best fit their business needs. New or enhanced products in the four key categories are as follows:

Network (OmniSwitch 6400 Stackable LAN Switch (GB/L3), Gigabit IP Touch phones and a SIP Trunking interoperability program with SIP Service Providers)
People (One number services (any device or Smartphone client), Extended Communication Server updated with new push mail, calendar and contacts, OmniTouch My Teamwork Office Edition 5.0 (audio and Web conferencing) and a pre-integrated fax server)
Process (pre-packaged open source solutions such as Innovative eCommerce or SugarCRM; XML applications framework)
Knowledge (new open source packages (Web 2.0) for presence and knowledge sharing)

As part of the enhanced Office Communication Solution, Alcatel-Lucent also introduces My Teamwork Office Edition, a software-based audio and Web conferencing solution that is packaged and priced specifically for SMBs. My Teamwork Office Edition enables professional conferencing (ad-hoc or scheduled) without the expense of a service provider solution or proprietary hardware-based application. Bundles include audio and data ports with the IP trunk licensing required for OmniPCX Office (e.g. the My Teamwork Office Edition 8-port package includes eight audio ports, eight data ports and eight IP trunks software licenses; 12-, 16-, 24- and 48-port packages are also available).

Alcatel-Lucent will deliver Office Communication Solutions 2008 either as a complete package (the Office Global Offer) or as a pay-per-user model (the Office On-Demand Communications Offer) for a managed or hosted service configuration. www.alcatel-lucent.com

TelecomTactics Takeaway: Alcatel-Lucent focuses on SMBs, enhancing the open standards-based Office Communication Solutions, first introduced in April 2007, with new technology and applications in four key categories – network, people, process and knowledge – all of which connect to create a ‘dynamic business.’ Office Communication Solutions 2008 provides a one-stop-shopping experience, offering SMB customers a portfolio of products and services that combines telephony (OmniPCX Office), applications, Voice over IP (VoIP), secure LAN and wireless LAN products. In support of the enhanced Office Communication Solutions 2008, Alcatel-Lucent launches a new business partner program called the Office Certification Program with standard and advanced levels for training, marketing programs and incentives. Alcatel-Lucent hints that the next release of Office Communication Solutions in 2009 will be a more global and major SMB initiative and will reinforce the solution as “open source.” www.telecomtactics.com

ShoreTel, Inc. announces new hardware and software for its ShoreTel IP PBX, adding a video solution, two new energy-efficient voice switches and support for SIP devices. Perhaps most significant, since it complements the unified communications experience, is the new ShoreWare Professional Call Manager client application that enables video calls (two participants) with up to 640x480 resolution and transmission up to 30 frames per second. The solution incorporates Scalable Video Coding (SVC), an enhancement to the H.264 standard for video compression, which is said to minimize delay and provide a high-quality video call. ShoreWare Professional Call Manager also displays presence information and enables instant messaging, along with voice communications (built-in soft phone), e-mail and the video functionality.

Additionally, all applications within the ShoreWare Call Manager suite now have an enhanced graphical user interface with tabbed windows for accessing voicemail, call history, directories and speed dial lists. Intuitive call control based on user actions is also added (e.g. when the user presses the call transfer button, the status of the called party’s phone is displayed). The entire ShoreWare Call Manager application suite is available with per user licenses as follows: Professional Call Manager ($80), Operator Call Manager ($595), Agent Call Manager ($295) and Supervisor Call Manager ($595). ShoreTel’s Personal Call Manager, for standard users, is included in every ShoreTel user license at no extra cost.

ShoreTel 8.0 also introduces new hardware, including the new ShoreGear 30 voice switch ($1,595) for branch locations with up to 10 users (can be configured for up to 30 IP phones or for SIP trunks or devices). Customers with a high-density analog environment can deploy the new 24-port ShoreGear 24A ($2,995). The new voice switches use less power and come in a smaller footprint than earlier ShoreGear switches. Further, ShoreTel adds support for third party SIP telephones that are certified via the Technology Partner Program. (Currently, ShoreTel’s own phones are not available with SIP, but are capable of being upgraded to SIP in the future, according to the company.)

All new components and software for ShoreTel 8.0 are generally available now in the U.S. with other regions to follow later in 2008. ShoreTel 8.0 is typically priced from $500 to $900 per user. www.shoretel.com

TelecomTactics Takeaway: ShoreTel continues to add functionality for customers of its IP PBX communication solution that recently won the Best in VoiceCon Award for the second year in a row. ShoreTel 8.0 adds new software and hardware, including the ShoreWare Professional Call Manager client application that supports two-party video calls, displays presence information and enables instant messaging, along with voice communications (built-in soft phone) and e-mail. Also new are the ShoreGear 30 voice switch ($1,595) that suits branch locations with up to 10 users (can be configured for up to 30 IP phones or for SIP trunks or devices) and the ShoreGear 24A ($2,995) that handles 24 analog ports. In addition, ShoreTel now supports third party SIP telephones that are certified via the Technology Partner Program. (Currently, ShoreTel’s own phones are not available with SIP, but are capable of being upgraded to SIP in the future, according to ShoreTel.) www.telecomtactics.com

snom technology AG of Germany presented a new open standards-based Office Communication SIP (OCS) telephone at the recent CeBIT Australia, May 20-22, 2008. The snom OCS Edition is a special firmware available for any of snom’s SIP telephones, including the snom 300, 320, 360 or 370 models (snom 370 pictured). The new firmware integrates the snom telephone with the user’s PC running Microsoft Office Communications Server (OCS), so that users can manage calls and view presence information using the snom phone or the desktop PC, or both. The snom OCS firmware is currently in a beta phase and is not yet publicly available for download, but it can be requested for testing by contacting tk@snom.de.

snom describes the OCS Edition as an open-standards, native Microsoft OCS SIP telephone. Tim Köhler, Senior Product Manager for OCS at snom, explains, “As we’re building phones, the main focus of our solution is giving the user a phone which is Microsoft OCS enabled.”

Currently, the snom OCS Edition allows users to receive and place calls using the snom phone and/or the desktop PC and search a Microsoft directory for contacts using snom LDAP Directory Search. And, while customers can integrate the snom OCS telephone into the Microsoft OCS environment to gain access to the presence-enabled features of Microsoft OCS, full presence is planned for a later stage. Initially, snom will support basic presence which will indicate a user’s status as “in a call.” snom may also implement presence on the Busy Lamp Field, displaying the status of another user via LEDs for a quick presence overview. Additional standard Microsoft Presence Status Displays will be added in the future (e.g. Available, Busy (In a Conference, In a Meeting), Do Not Disturb, Away, Be Right Back and Appear Offline).

The snom OCS telephone, like all snom telephones, supports the SIP standard that ensures compatibility with other manufacturer’s SIP-based solutions, including IP PBXs deployed in small and medium-sized enterprises, home offices, and Internet Service Providers, carriers, and OEM customers. Pricing for the snom OCS Edition is not yet decided; however, there will be a separate license, including special support for Microsoft OCS. www.snom.com

TelecomTactics Takeaway: snom technology AG addresses employee productivity by adding functionality to its line of SIP telephones. The new snom OCS (Office Communication ‘SIP’) Edition is a special firmware for a snom telephone (snom 300, 320, 360 or 370 models) that integrates the phone with the user’s PC running Microsoft Office Communications Server (OCS). The snom OCS Edition allows users to receive and place calls using the snom phone and/or the desktop PC, search a Microsoft directory for contacts using snom LDAP Directory Search and, initially, view basic presence that indicates a user’s status as “in a call.” Additional standard Microsoft Presence Status Displays will be added in the future. snom OCS firmware is currently in a beta phase, but can be requested for testing by contacting snom. www.telecomtactics.com

Toshiba America Information Systems Inc., Telecommunication Systems Division enhances Net Phone, a productivity application for screen-based calling with integration to contact programs for dialing and screen pops and with an optional chat feature. Designed for both general office workers and call center agents, Net Phone helps employees to be more productive and provides callers with a more positive experience.

The new Net Phone 6.0 ($140 for single user license) expands the feature set with a Presence Viewer that shows a user’s status in real-time, including phone status (idle, busy or do not disturb), user status (i.e. in a meeting) and chat availability status. From the Viewer, users can click to initiate a chat or make a call or use whiteboard collaboration. This adds to the already available features such as screen pops, drag and drop transfer and conference, and integration with Toshiba Strata ACD and OAISYS Tracer, a Toshiba certified third party application. (Net Phone presence screen is pictured.)

Optionally, Toshiba’s SoftIPT soft phone can function with Net Phone for all-in-one operation, or Net Phone can interoperate with any of Toshiba’s IP or digital desktop phones, including the new IP5000 and DP5000 models and earlier Toshiba telephones.

Toshiba also updates its SoftIPT soft phone that extends the functionality of a desktop telephone (IP or digital, wired or wireless) to a wired or wireless laptop or PC or PDA running Microsoft Windows. For mobile and remote employees, this telephone option offers the convenience of access to hundreds of popular telephony features from any location over an 802.11 wireless network or the Internet. SoftIPT users can also take advantage of hot desking and Toshiba’s Video Communication Solution for virtual in–person meetings. Version 2.2 adds support for the G.729a codec (in addition to G.711 codec) which enables more simultaneous calls and also adds acoustic echo cancellation for PCs running Microsoft Windows Vista (enables echo cancellation when using the PC microphone). www.telecom.toshiba.com

TelecomTactics Takeaway: Toshiba rolls out a new version of its Net Phone productivity application designed to help office workers and call center agents to be more productive and provide callers with a more positive experience. Net Phone 6.0 ($140 for single user license), which enables screen-based call management and integration with contact programs, now expands the existing feature set with a Presence Viewer that shows a user’s status in real-time, including phone status (idle, busy or do not disturb), user status (i.e. in a meeting) and chat availability status. From the Viewer, users can click to initiate a chat or make a call or use whiteboard collaboration. Toshiba also updates the SoftIPT (G.729a codec and Windows Vista support) and introduces a new line of IP and digital telephones (see related story). www.telecomtactics.com

Aastra Telecom, the North American business unit of Aastra Technologies Limited, has begun shipping the AastraLink Pro 160, a standards-based IP PBX specifically designed for small businesses in North America. The new system is affordable (base unit is $999 MSRP) with simple plug-and-play configuration and management, yet offers advanced functionality and IP-based services in addition to popular Key and PBX features. Automatic configuration, visual voicemail, SIP trunking, a Web Graphical User Interface, remote teleworker support and networking of up to nine systems over IP are just a few of the highlights. Popular key and PBX features include call forwarding, 3-way conferencing, busy lamp field, call logging and shared line appearances to name a few.

AastraLink Pro 160 targets businesses with 25 users or less, though it can handle up to 50 users with SIP trunking. This Linux-based appliance runs the Asterisk open source PBX software from Digium. The unit houses six PSTN FXO trunks, two FXS Analog ports (intended for fax and power failure transfer), two Ethernet ports and support for 10 SIP trunks, as well as an external paging port and music input port. Initially, the system supports three languages for Web and telephony interfaces (English, Latin American Spanish and Canadian French).

Aastra offers customers a wide selection of SIP telephones, including the newly released 9143i, 9480i and 9480i CT models that have the popular design of the original Aastra IP series (9133i, 480i), but add a faster processor and extra memory to enable the firmware feature set of the company’s newer 5xi Series phones. The 5xi feature set (2.x) adds a number of user features and configuration, security and XML capabilities. The three new SIP telephones include the 9480i CT (MSRP $369.99), an IP Screen Telephone with Cordless Handset suitable for executives or those with moderate to heavy phone usage and those requiring a mobile solution; the 9480i (MSRP $239.99) does not have the cordless handset. Everyday phone users can utilize the Aastra’s 9143i (MSRP $174.99). For reference, the original model names were 35i CT, 35i and 33i, so some initial inventory reflects this naming; however, Aastra explains it changed the naming to comply with the company’s global campaign to harmonize the product names between its multiple divisions and multiple product portfolios. www.aastratelecom.com or www.aastra.com

TelecomTactics Takeaway: Aastra Telecom addresses smaller businesses in North America with the new AastraLink Pro 160 IP PBX that is affordable ($999 MSRP) and simple to configure. As a Linux-based appliance, running Asterisk open source PBX software, the system can deliver IP-based functionality in addition to traditional Key and PBX features (targets businesses with 25 users or less, but handles up to 50 users with SIP trunking). Newly released 9143i, 9480i and 9480i CT SIP telephones combine the popular design of the original Aastra IP series (9133i, 480i), but add a faster processor and extra memory to enable the firmware feature set of the company’s newer 5xi Series phones. AastraLink Pro is available from Aastra Telecom (the North American business unit of Aastra Technologies Limited) that also offers the VentureIP Telephone system launched in 2005 (a KSU-less IP-based phone system powered by Nimcat Networks’ software running on the 480i telephone). The company will soon introduce another telephony system option for SMBs called Aastra Microsoft Response Point. www.telecomtactics.com

Epygi Technologies, a U.S.-based designer and manufacturer of IP systems, announces the new QuadroM 32x IP PBX, the largest Epygi platform to date, supporting 192 IP telephones and up to 64 concurrent calls. The new QuadroM 32x targets larger organizations that need additional IP extensions and SIP trunks, as well as those that require a redundant configuration. A built-in E1/T1 digital trunk interface can serve as the primary interface or as a redundant link, while utilizing an ITSP as the primary service. Redundant Ethernet links are also included for secondary failover networks. “With the extra port, the network administrator can create a separate logical network just for extra voice gear and not worry about global LAN Quality of Service,” explains Warren Sonnen, Director of Product Management and Director of Marketing for Epygi.

The QuadroM 32x actually handles a total of 400 extensions, including 192 IP telephones, two analog devices and 236 virtual extensions used for Hunt Groups, General Mailboxes, Advanced Call Routing extensions or Hot Desking. All Quadro IP PBXs include a built-in QoS router for Internet access, firewall, NAT, DHCP client and server, IPSec and VPN and can be configured remotely using a Web browser and a simple Graphical User Interface (GUI).

While the entire line of Quadro systems will be at the Release 5.0 level (expected July 2008), some functionality is unique to the new QuadroM 32x. For example, a 32-party conference bridge (a licensed feature, expandable to 64 parties) is available for the QuadroM 32x only. And, Release 5.1 (due out in September 2008) adds programmable Automatic Call Distribution (ACD) support, enabling the QuadroM 32x to function as a Call Center PBX (with agent login and queuing). R5.1 will also add video phone support for the 32x, including video mail to an inbox. Microsoft Office Communications Server (OCS) and Exchange Server support is planned for all Quadro systems. www.epygi.com

TelecomTactics Takeaway: Epygi Technologies reaches a new market with its QuadroM 32x IP PBX, the largest Epygi platform to date (192 IP telephones or up to 400 including virtual extensions). Earlier platforms support eight to 66 extensions per site. Some functionality is unique to the new QuadroM 32x such as a 32-party conference bridge (a licensed feature, expandable to 64 parties) and programmable Automatic Call Distribution (ACD), as well as forthcoming video phone support with video mail to an e-mail inbox. Microsoft OCS and Exchange support is planned for all Quadro systems. In addition to rounding out its product portfolio with a larger system, Epygi continues to expand its market presence around the world. Epygi currently operates in more than 45 countries on six continents and, most recently, announced a complete Spanish VoIP package. Epygi cites the large number of IP telephones supported and variety of Internet Telephony Service Providers in over 40 countries as significant benefits for the Quadro IP PBX. Epygi Quadro systems are compatible with third party IP telephones from Aastra, snom and Polycom. www.telecomtactics.com

Estech Systems Incorporated (ESI) announces the ESI-50 and ESI-50L Communications Servers, two new platforms that round out the company’s Communications Server family on the lower end. The Communications Server portfolio now has a total of six servers that address a range of business sizes from 56 to 1,128 ports per server. The entry-level ESI-50L (56 ports) is targeted at small, single-site businesses with basic telephony needs, while the ESI-50 (87 ports) is suitable for a small, single-site business or can be deployed at a small site within a multi-site network.

Both platforms support popular ESI functionality; however, the 50L is a more basic, “lite” version that does not support IP phones and features, ACD, digital line cards or shared office tenanting. Since both platforms have the same hardware (a wall-mountable base cabinet and optional expansion cabinet), growing customers that have deployed the entry-level ESI-50L can easily migrate to the fully-featured ESI-50 through “feature activation” in which a reseller orders the activation and ESI Technical Support dials into the switch to activate the additional features. IP features require the purchase of licenses; these are activated in one step during the feature activation process.

All ESI Communications Servers (with limitations noted above for the ESI-50L) support a mix of digital and IP technologies and include built-in voice mail, auto attendant and ACD with options for advanced applications such as unified messaging, Esi-Link networking (100 ESI systems), Presence Management, ESI’s Visually Integrated Phone (VIP) software suite and Bluetooth integration (new for all ESI Communications Servers).

Customers can choose from a range of ESI desktop phones for common areas, light or active users, including 12-, 24- or 48-key digital phones or the 48-Key Feature Phone available in Digital or IP versions. Additionally, mobile workers can take advantage of two ESI Cordless Handsets, available in digital or IP (local or remote) versions. Optional Bluetooth Voice Integration enables an ESI phone to manage calls from a Bluetooth-enabled cell phone, or a Bluetooth Headset can function with an ESI phone.

ESI Communications Servers are currently available in North America through ESI Certified Resellers. www.esi-estech.com

TelecomTactics Takeaway: ESI rounds out its Communications Server family with two new platforms for smaller businesses or branch offices. The entry-level ESI-50L (56 ports, 40 stations) is targeted at small, single-site businesses with basic telephony needs, while the ESI-50 (87 ports, 52 stations) is suitable for a small, single-site business or can be deployed at a small site within a multi-site network. The 50L is a more basic, “lite” version that does not support IP phones and features, ACD, digital line cards or shared office tenanting, but can easily migrate to the fully-featured ESI-50 by a simple “feature activation” process in which a reseller orders the “activation” and ESI Technical Support dials into the switch and activates the additional features. The ESI-50 supports all the features of the larger ESI Communications Servers, and as such, offers numerous feature enhancements and capacity improvements over ESI’s earlier IVX S-Class system (also 56 ports), including expanded conferencing, IP phone support (including VIP Softphone), Esi-Link IP networking and ACD to name just a few. www.telecomtactics.com

Toshiba America Information Systems Inc., Telecommunication Systems Division announces a new IP telephone series with a more modern look, backlit displays and a built-in, dual-port Gigabit Ethernet switch for high speed network connections. The new IP5000 sets are less than one inch thick with adjustable tilt stands, an integrated headset interface and large LCD area. The Gigabit Ethernet ports (a standard feature) improve VoIP performance and sound quality. IP5000 telephones also work with Toshiba’s IP User mobility feature and Video Communication Solution (VCS).

Three new models address varying user needs. For executives, the IP5131-SDL (pictured) has a large, 9-line display, 10 programmable buttons, plus an integrated Web browser. Customers may also choose the IP5132-SD with 4-line display and 20 programmable buttons, or the IP5122-SD (4-line display and 10 programmable buttons) that comes with or without a local CO line interface for direct access to a local CO line (loop-start) for local calls or emergency dialing. The new IP5000-series replaces the IPT2000-series in the product line, though earlier phones will be available for sale for a while, according to Toshiba. The phones support the Megaco protocol.

Toshiba also introduces a full line of digital telephones, the DP5000-series, replacing Toshiba’s earlier 3200-series digital phones. Five new models offer the same features and functionality as the IP telephones, supporting up to 20 programmable buttons, backlit LCDs and add-on modules.

Three new add-on modules can be attached to any of the new IP or digital telephones: LM5110 (10 programmable buttons with LCD key labels), KM5020 (20 programmable buttons) and IDM5060 (DSS/BLF Console with 60 programmable buttons).

The new telephones are compatible with Toshiba‘s Strata CIX family, as well as older Toshiba Strata “CTX” systems using an IP interface unit. Pricing varies by model; Toshiba dealers set end user retail prices. www.telecom.toshiba.com

TelecomTactics Takeaway: Toshiba announces a new line of IP telephones with a new look, a backlit display, and perhaps most notably, a built-in, dual-port Gigabit Ethernet switch for high speed network connections. Three new models address varying user needs, including an executive phone with 9-line display and one model that can support a local CO line interface for direct access to a local CO line (loop-start) for local calls or emergency dialing. The new IP5000-series replaces the IPT2000-series in the product line, though earlier phones will be available for sale for a while, according to Toshiba. Five new digital telephones are also introduced, as well as three new add-on modules. Pricing varies by model; Toshiba dealers set end user retail prices. Toshiba also enhances the Net Phone productivity application with a Presence Viewer and updates the SoftIPT soft phone (see related story). www.telecomtactics.com

CounterPath Corporation announces the availability of Quick Conference, a SIP-based audio conferencing solution that can be configured to work with an enterprise PBX (using SIP trunking or a SIP/TDM gateway), or in a managed hosted services environment. Quick Conference simplifies audio conferencing with 4-digit dialing and convenient management from a Web interface, CounterPath’s Bria soft phone, a PDA, a Smartphone or any telephone.

A Web Management interface (screen shot pictured) allows users to point and click to add participants, mute, dial-out or record the call, as well as view participants’ names on-screen. The Web interface also enables an invitation template that integrates with Microsoft Outlook or IBM Lotus Notes calendars. Alternatively, Quick Conference integrates with CounterPath’s Bria soft phone which displays a conferencing panel like that of the Web-based interface. Smartphones and PDAs also can be used to control the conference (remotely if needed), or the moderator can control a conference with a telephone, using the keypad to lock/unlock, mute/unmute others, start/stop recording, set a PIN, plus a variety of other commands.

In an enterprise configuration, an employee simply dials an extension (e.g., 7500), and then enters a bridge number (e.g., 2000), or customers can define a more general dial plan rule in the PBX to give every employee their own personal bridge number based on the employee’s extension (e.g. extension 1234 can have a bridge number of ‘0’1234). In a managed services environment, customers typically have a dial-in number for conferencing, and this number, when dialed, is then automatically connected to that customer’s bridge. (i.e. participants dial 1-800-555-1234 to join the bridge).

The number of bridges depends on the number of digits used for the bridge number, and so, is virtually unlimited since administrators can configure between three and 10 digits for each bridge number. In an enterprise configuration, there are no limits (other than the server license limit). In a managed services configuration, the administrator can limit the number of participants on a per-bridge basis. For example, all “basic” customers could have a maximum of six participants, while “premium” customers may be allowed 20 participants. www.counterpath.com

TelecomTactics Takeaway: CounterPath broadens its product offerings with Quick Conference, a SIP-based audio conferencing solution that can be configured to work with an enterprise PBX (using SIP trunking or a SIP/TDM gateway), or in a managed hosted services environment. Quick Conference simplifies audio conferencing with 4-digit dialing and allows convenient management from a Web interface, CounterPath’s Bria soft phone, a PDA or Smartphone or any telephone. Multimedia conferencing (file sharing, desktop sharing, video) is on the roadmap for a future release. Quick Conference is available in eight languages and supports custom applications and plug-ins (via Web Services architecture). Since 2003, CounterPath has been a leading provider of VoIP softphones for consumers and small independent businesses, but is expanding its portfolio and market presence, following the 2007 acquisition of Canada-based NewHeights Software Corporation (software clients for SMBs and enterprises and SIP-based server software) and the 2008 acquisition of FirstHand Technologies (mobile software). www.telecomtactics.com

Interactive Intelligence Inc. will offer new customer feedback management solutions to help mid-size to large contact centers and enterprises identify and resolve customer problems in real-time and to measure customer satisfaction levels proactively. The new applications are available as add-on modules to the company’s Interaction Center Platform® 3.0 and are activated via license key (integration with other products and/or a hardware purchase is not required). Initially (third quarter 2008), the new applications will be available for Customer Interaction Center (CIC) customers, followed by availability for Vonexus Enterprise Interaction Center (EIC) customers in a subsequent release.

Interaction Feedback is a flexible, automated customer satisfaction survey application. The user sets up a survey (using their own questions or based on question library from third party CFI Group) and specifies rules that define whether a caller should be offered the survey (e.g. every nth call, calls going to a specific workgroup, calls to a particular dialed number, callers with a particular attribute such as “gold customers,” or according to date/time/day parameters). If the call matches pre-defined criteria for a survey, the callers will automatically receive an invitation to provide feedback at the conclusion of the call which they can accept or decline. Upon call disconnect, for callers who agreed to take the survey, the call is automatically routed to the survey queue, the appropriate survey is administered and results are made available for viewing. Users can also set an option to trigger an alert if a survey score exceeds a pre-defined threshold or can record the agent-customer conversation prior to the survey (requires licensed Interaction Recorder®). With this information, organizations can easily compare internal and external perceptions and improve customer relations.

A second new product on the company’s roadmap (to be released in 2009) is a speech analytics/emotion detection application that will alert contact center supervisors that “heightened emotion” is detected on a call. A supervisor is alerted, can listen in, and take over the call or consult with the agent to do a transfer.

In other news, Interactive Intelligence is developing an integration to Microsoft Office Communications Server (OCS) 2007 that will enable users on either system to more effectively interact with each through features such as synchronized presence, explains Christine Holley Director of Market Communications at Interactive Intelligence. The company will offer three main features with the initial OCS integration (available third quarter 2008): (1) a configuration option to set up bi-directional presence mapping between OCS and the Interaction Center Platform, (2) Interaction Client® .Net Edition users can access a common company directory of Interaction Center Platform® users and OCS-only users and communicate using instant messaging or voice, and (3) the ability to launch OCS instant messages from within the Interaction Client® .Net Edition interface. New customers will purchase the Interaction Center Platform® as well as Microsoft OCS to get integration benefits, while existing customers can license the OCS integration to enable these features (Microsoft OCS must be deployed). www.interactiveintelligence.com

TelecomTactics Takeaway: Interactive Intelligence highlights customer service with new customer feedback management products that help mid-size to large contact centers and enterprises identify and resolve customer problems in real-time and measure customer satisfaction levels proactively. Interaction Feedback is a new, and very flexible, automated customer satisfaction survey application that lets organizations compare internal and external perceptions. And, a second new product, a speech analytics/emotion detection application, is on the company’s product roadmap for 2009. Initially (third quarter 2008), Interaction Feedback (an add-on module activated via license key) will be available for Customer Interaction Center (CIC) customers, followed by availability for Vonexus Enterprise Interaction Center (EIC) customers in a subsequent release. In other news, Microsoft OCS integration with the company’s Interaction Center products is planned for third quarter 2008. www.telecomtactics.com