Product Comparison

Not all IP contact centers are created equal. The Intervoice IP Contact Center (IPCC) is a single-network solution that integrates phone, e-mail and web contact routing on a single platform, giving you the greatest flexibility for your contact center solution, and enabling you to deliver a consistent, convenient, excellent customer experience.

Capability	Intervoice	Aspect	Cisco	Avaya	Genesys

CTI Built-In	Yes. No Additional cost.	No. Additional cost for hardware, middleware and professional services.	No. Additional cost for hardware, middleware and professionals services.	No. Additional cost for hardware, middleware and professionals services.	No. Additional cost for hardware, middleware and professionals services.
Single platform for phone, e-mail and web	Yes.	No. Multi-vendor systems required.	IVR required for delay announcements.	Proprietary equipment required.	ACDs required for supervisor functions and call detail reporting.
Consolidated reports for phone, e-mail and web	Yes. Standard-no additional cost.	Requires data mart at additional cost.	Requires data mart at additional cost	Limited	For summary data but no call detail.
Connectivity between sites for phone, e-mail and web	Single corporate data network for phone, e-mail and web. Eliminates the cost of voice network admin and voice service charges.	Requires voice & data networks -additional voice network admin cost -additional voice service costs	Requires voice & data networks -additional network admin cost -additional voice service costs	Requires voice & data networks -additional network admin cost -additional voice service costs	Requires voice & data networks -additional network admin cost -additional voice service costs
Consolidated reports for multiple sites	Standard - no cost.	Requires data mart at additional cost.	Requires data mart at additional cost.
Single multi-media agent desktop for agent productivity	Yes. Standard.	At additional cost.	At additional cost.	At additional cost.	At additional cost.
Desktop Window management application for agent productivity	Yes. Patent-pending capability.	No equivalent.	No equivalent.	No equivalent.	No equivalent.
Dynamic Re-prioritization of customer queue	Yes. Patent-pending capability.	No equivalent.	No equivalent.	No equivalent.	No equivalent.
Single routing workflow builder for phone, e-mail and web	Yes.	No equivalent.	No equivalent.	No equivalent.	No equivalent.
Call Re-direct with network failure	Yes. Patent-pending capability	No equivalent.	No equivalent.	No equivalent.	No equivalent.