VoiceGuide IVR

VoiceGuide IVR is an interactive voice response and call centre software product from Katalina Technologies, an Australian developer that has offered telephony solutions for many years. Businesses that receive or make large numbers of telephone calls need systems that can answer calls automatically, collect information from callers, route them to the right staff and run outbound campaigns, yet enterprise contact centre platforms can be costly and complex to implement. VoiceGuide addresses this by providing a highly configurable IVR and automatic call distribution (ACD) solution that is straightforward to deploy and manage, and that integrates readily with existing business systems. Its approach combines a graphical script designer with extensive integration options, enabling organisations to build call flows that query databases, execute scripts or call web services, so that callers can complete tasks such as checking account information or making payments without speaking to an agent.

Key features include inbound IVR with touch-tone and speech recognition, text-to-speech, call routing and queuing, voicemail, and ACD functions that distribute calls to agents according to configurable rules. Outbound capabilities support automated dialling campaigns for notifications, reminders, surveys and collections, with call results logged for reporting. The system can connect to VoIP and SIP services as well as traditional telephony interfaces, and it integrates with databases, CRM systems and custom applications through a range of methods, including COM, command-line and HTTP interfaces. Monitoring and reporting tools provide visibility into call volumes, outcomes and system performance. VoiceGuide is installed on-premise on Windows servers and is aimed at small and medium-sized businesses, call centres, utilities, healthcare providers, financial services firms and system integrators that want flexible, affordable telephony automation. Pricing starts from around USD 99 with a free trial available; there is no permanently free version.