SYNTELLECT INC

SYNTELLECT INC

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Company Overview
A privately held company which is a leading provider of self-service and live contact center solutions spanning the entire customer service spectrum. Its comprehensive solutions are designed to empower customers to achieve the best mix of automated and live assistance service with the flexibility to adapt to the changing needs and conditions. The company provides enterprise-class contact center solutions for the utilities, financial services, government, high- technology, help desk, consumer products and healthcare industries. Enterprise solutions include the following: self-service solutions including speech enabled and touch tone interactive voice response (IVR); comprehensive live service solutions for intelligently routed voice, email, tasks, fax and web inquiries; and premise-based or hosted solutions for flexible deployment options.
The company is headquartered in Phoenix, Arizona with additional offices throughout North America and the United Kingdom.
Business Summary
Syntellect Inc. develops and implements speech-enabled, self-service Internet and call processing software and services. These products and services are delivered using the Company’s flagship product, Vista Interactive Media Response (Vista IMR), a scalable, client-server, open, standards-based, NT-Java and VoiceXML software platform on which customizable software applications including Interactive Voice Response (IVR), Automatic Speech Recognition (ASR), Interactive Web Response (IWR), and Computer Telephony Integration (CTI) are developed. The Company’s technology is used in enterprise contact centers and, increasingly, in sales force automation, field force automation, supply chain management and employee benefits applications to create Enterprise Voice Portals. In December 2002, the Company was sold to Enghouse Systems Limited, a software company serving the utility, telecommunications, and pipeline industries.
Description and history
Syntellect Inc. develops and implements speech-enabled, self-service Internet and call processing software and services. The Company markets to large and mid-sized commercial, industrial and government entities through a worldwide direct and indirect distribution network. These products and services are delivered using the Company’s flagship product, Vista Interactive Media Response (Vista IMR). Vista IMR is a scalable, client-server, open, standards-based, NT-Java and VoiceXML software platform on which customizable software applications including Interactive Voice Response (IVR), Automatic Speech Recognition (ASR), Interactive Web Response (IWR) and Computer Telephony Integration (CTI) are developed. The Vista IMR platform gives callers self-service access to data, applications and transactions within an enterprise, leveraging the use of existing databases. Callers typically request information through natural language voice commands and receive the requested information via their choice of voice, fax, e-mail, wireless or the world wide Web. The Company’s technology is used in enterprise contact centers and, increasingly, in sales force automation, field force automation, supply chain management and employee benefits applications to create Enterprise Voice Portals. In December 2002, the Company was sold to Enghouse Systems Limited, a software company currently serving the utility, telecommunications, and pipeline industries.

The Company has three operating business segments that are organized around differences in products and services: Licenses, Services and Hosted Services. Licenses is the Company’s operating business segment that includes its contact center software platform, Vista IMR. Vista IMR consists of a broad suite of communications features. Some of the components of Vista IMR include Interactive Voice Response, Interactive Web Response and Speed Enabled Directory. This business segment also includes all revenue and costs related to hardware sales. Services is the Company’s operating business segment that includes customer support in the areas of consulting, project management, application development, installation, functional specifications, training and maintenance services. The Company generally sells these services as part of the initial sale or, in some cases, as post implementation add-ons. Hosted Services is Syntellect’s operating business segment which provides Service Bureau IMR services offering campaign oriented initiatives such as Lead Capture, Site Locator and disaster mitigation or a combined on-site and hosted services with similar value-added options attached.

Syntellect also owns and operates an interactive transaction-based Hosted Services center for its customers that prefer to outsource their voice processing or Web transaction-based applications completely or in conjunction with their on-site application. The Company’s Hosted Services include, for example, cable and satellite pay-per-view orders, employee benefits enrollment and utility outage applications. Using Vista IMR, The Company provides fully managed and hosted services that mirror what customers might implement on their own premises. By using Syntellect’s Hosted Services center, customers need very little of their own resources and infrastructure to support their IMR platform. Alternatively, the Company helps design a solution that customers can use to support their own applications while continuing to locate their IMR platform within its facility. Through the Company’s Hosted Services center, clients are provided with Service Bureau IMR services offering campaign oriented initiatives such as Lead Capture, Site Locator and disaster mitigation. Syntellect also provides a combination of on-site and hosted services with similar value-added options including electronic payment processing, disaster mitigation and disaster recovery.

The Company provides a single source for system implementation and ongoing system lifecycle support through its professional services organization. This organization provides consulting services for speech recognition application design, and custom application development, installation and integration, as well as after-sale support.

Business Line
Engaged in the provision of contact center solutions
Subsidiary
ENVOX AMERICAS, INC.
Advisor
KPMG LLP
IPO date
3/1990
US SIC Code
3661
Company Address
Suite 100
16610, N. Black Canyon Highway
City province or state postal code
85053, PHOENIX, AZ
Phone: +1 602 789 2800
Fax:
Country address: UNITED STATES OF AMERICA
Website url: www.syntellect.com