Interactive Voice Response system

IVR system use Dialogic voice board, developed a COM in MFC to communicate with Dialogic SDK driver, a VB6 program used for interface and manage all customized voice flow chart.

IVR application
1.    Enrolment
2.    Balance inquiry
3.    Sell shares
4.    Order status & cancel
5.    Stock price
6.    Grant Acceptance & Vesting schedule & history
7.    Transaction history
8.    Reset password
9.    Transfer to live agency

Call Recording solution

VoiceGate	Intelligent Linetap Solutions
	TollGuard Call Accountant application
Verint
Witness
Nice
MERCOM	Audiolog™ & Interaction Recording	$25,000 $200 per station
EsnaTech
Envision	Fulltime Recording Report server
Digital Loggers Inc.	4 channel network recording Call Analysis Software included	$2995
Merlin	USB Recorder Pro	$300 per station
	Tapit EX call accounting software
Veritape Call Centre
REFLEX	REFLEX™ CALL RECORDING SYSTEM

The features of phone system

	Legacy Phone System	VOIP Phone System
Automated attendant	Y	Y
Customized transfer rules and greetings	Y	Y
Personal Voice box manager and message forwarding	Y	Y
Call recording	Extra hardware required	Built in
Call accounting (reports)	Extra software required	Built in
Auto call routing
Call waiting (music-on-hold)	N	Y
Agent call tree	Y	Y
Distributed incoming call and Agent	N	Y
Call transfer with popup screen of data	N	Y
Conference call	N	Y
Flexibility	Low	High
Stability	High	Depend on network

VOIP Solution compare list

Siemens	Siemens HiPath 3000	$39,960 for 100 users	Rating: 8.8 Supported mixed environment, H.323 phone
Avaya	Avaya S8300	$52,000 for 200 users	Rating: 8.8 H.323 Phone
Cisco	Media Gateway AS5300 (up to 96 lines, digital T1/E1 interfaces) Unified Contact center Express	$31,000/96 ports	Expected to be a stable and complex system
Zultys	Zultys MX250	$74,000 for 250 users	Rating: 8.4 Built in encryption
ShoreTel	ShoreTel IP PBX	$650 to $850 per seat	Rating: 8.8 SIP Phone
3COM	3Com VCX V7000 IP Telephony Solution V5.0	$111,665 for 1,000 users	Rating: 8.1
Toshiba	Toshiba Strata CIX	up to 672 ports
Intel	PBX-IP Media Gateway(emulating) CYGCOM recommended QUINTUM TENOR AXT800 VOIP GATEWAY instead of Intel hardware	$2000/8 Ports $30,000/60- 320 ports, Nortel PBX (not sure if we can use Toshiba PBX)	No IP-PBX involved, require lots of development
Altigen	Altigen IP-PBX, ACD system and Call Manager	$42,000/72 Ports	Total solution
Cosmo			Total solution Recommended from Microsoft
Envox			Total solution
AccessLine Communications