Rockwell International Inc has teamed with Phoenix, Arizona-based Syntellect Inc, adding Syntellect’s Infobot interactive voice response system to its Galaxy automatic call distribution system to provide intelligent transfers of incoming calls along with information about the caller. Using a touch tone phone, callers will be able to route their way around the system with the help of Syntellect’s interactive voice response system. Infobots will access Transaction Link, Rockwell’s automatic call distribution-to-computer interface, to connect caller information from the Galaxy system to attached computer systems. Syntellect says Infobots will take advantage of the automatic number identification feature of Rockwell’s Galaxy system. Once the automatic number identification has identified the caller, the voice response system can then handle the call the Infobot system can also transfer calls to a human operator. If the call is transferred, all the information about the caller is also passed along. Dial number identification service is another feature of Galaxy, which enables Infobot to recognise the number the caller would like to reach. As a result, the Infobot system can identify why a customer is calling, thus eliminating the need to route the caller through a time-consuming menu of options. For example, a customer calling a bank to get his savings account balance could call the bank number and then hear a menu directing him to dial one for mortgage information, two for banking information and so on. But an interactive voice response system taking advantage of dial number identification would enable the customer to dial a specific number designated for savings account enquiries and be connected directly to the application that handles those questions.