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IVR Feature Articles

December 15, 2009

Voxeo Partners with ICR to Deliver Multi-Channel Customer Interaction Solutions

By Susan J. Campbell, TMCnet Contributing Editor

Voxeo, a provider of “Unlocked Communications,” and ICR, a provider of contact center self-service applications, have announced a partnership to deliver comprehensive, automated multi-channel customer interaction solutions.

According to officials with Voxeo (News - Alert), the partnership is designed to bring together technical excellence, a robust development and testing environment, proven performance in deployment and top quality Instant Messaging or “IM” capabilities.

ICR has successfully completed Voxeo's rigorous product and service certification process to ensure applications can be delivered according to the highest levels of performance and customer service.

'Voxeo gives us greater flexibility and opens up a broader range of business opportunities with their global hosting and next generation, multi-channel IVR platforms, while also being able to work with legacy systems,' said Andrew Bentley, Director at ICR, in a statement. 'Voxeo's multi-channel support is unique and will change customer interaction in the future.'

ICR is positioned as an expert in the provision of sophisticated speech recognition solutions. The company has delivered self-service IVR applications to a variety of UK customers for a number of years. Services provided by ICR range from initial business investigation, identifying where voice technologies can gain benefit and application development and platform provision.

'With Voxeo's rapid growth in Europe, our partnership with ICR enables us to offer customers flexible deployment options and the most cutting-edge multi-channel solutions at an extremely competitive price, 'said Jonathan Taylor, Voxeo CEO. 'The combination of Voxeo and ICR gives companies with proprietary legacy systems a simple way to migrate to the very latest powerful open standards solutions.'

This partnership helps to deliver the combination of ICR’s expertise and methodologies for customized, multi-channel self-service and Voxeo’s standards-based next generation IVR and VoiceObjects (News - Alert) framework. Such offerings can provide customers with a wide range of applications that address voice, mobile Web, two-way SMS and IM contact center self-service.

In other Voxeo news, the company announced last week a partnership and reseller agreement was signed with Remego to bring open standards-based communications software to enterprise-class contact centers in the region.
Back in November, the company also celebrated a $9 million minority investment from two investors. The company plans to use the investment funds from North Atlantic Capital and the Florida Growth Fund to take advantage of opportunities in unlocked communications and to both accelerate internal development and fuel new acquisitions.
To find out more about Voxeo, visit the company at ITEXPO East 2010. To be held Jan. 20 to 22 in Miami, ITEXPO (News - Alert) is the world’s premier IP communications event. Voxeo’s Chief Technology Officer, RJ Auburn, is speaking during ““Value in the Clouds: The Evolution of the Telephone Industry.” Don’t wait. Register now.

Susan J. Campbell is a contributing editor for TMCnet and has also written for To read more of Susan’s articles, please visit her columnist page.

Edited by Stefania Viscusi

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