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Telstra To Work On IVR With iTa |
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Written by Adam Gosling
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Tuesday, 22 January 2008 |
Telstra has signed an agreement which will see it co-develop and
deliver speech Interactive Voice Response (IVR) and CTI solutions with
voice system integration company Information Technologies Australia Pty
Limited (iTa).
The major telco already has a "long-standing" relationship with the
company will be further strengthened with this Teaming Agreement said,
Telstra Director Contact Centre and Collaboration Solutions Group,
Agnes Sheehan,
“iTa has already been involved in the delivery of complex speech
enabled self-service solutions to a number of Telstra contact centre
customers,” she said.
“This arrangement with iTa further enhances Telstra’s ability to
develop, customise and deploy our portfolio of hosted, co-hosted and
Customer Premise Equipment (CPE) self-service and automated speech
solutions to our Telstra Enterprise and Government and Telstra Business
customers.”
Information Technologies Australia has locally developed a 'for-speech'
application development framework and has speech and self-service
solutions which cover multi-vendor Customer Premise Equipment (CPE)
voice platforms such as Intervoice, Holly and Genesys.
Founded in 1995
and headquartered in Brisbane the company specialises in automated interactive customer contact solutions used by many of
Australia’s leading enterprise and government organisations using technologies such as speech recognition, voice verification,
DTMF IVR, VoIP, SMS, voice-recording and multi-media.
”It’s important Telstra meets customer demands and needs by forming
relationships with highly specialised vendors like iTa that are
experienced in self-service and automated speech,” said Sheehan. “We
always provide our broad spectrum of customers with an end to end
solutions capability for their contact centre transformation”.
CEO of iTa, Nick Buckle, said iTa was delighted Telstra had recognised
the quality of its solutions, people and ability to work in close and
collaborative partnership with Telstra sales teams to design and
implement truly world-leading, innovative voice automation systems.
"Australian owned iTa has 12 years specialised experience in automating
complex caller interactions for leading clients from the government and
corporate sectors. Our depth and breadth of technical expertise allows
us to tightly integrate every possible automation touch point from the
first open speech interaction through to the Agent desktop” Buckle said.
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