Amtelco June 2010 webinar on Infinity contact-based architecture
Contact Based Architecture – Including Scheduling, Dispatching, Directories, Web Services What’s In It For Me? Amtelco Customer Webinar
Amtelco Customer Webinar If you have questions, you may ask on the call or type them in to the GotoMeeting Chat area at any time. We will try to address your questions as we go.
INTELLIGENT SERIES What is Contact Based Architecture? <ul><li>Contact Based Architecture leverages a series of Intelligent Series applications intended to provide contact based messaging, dispatching, directory, and scheduling. Some of the key components include: </li></ul><ul><ul><li>IS Directory </li></ul></ul><ul><ul><li>IS Directory Contacts (phone, paging, email, sms) </li></ul></ul><ul><ul><li>IS Directory On-Call Scheduling </li></ul></ul><ul><ul><li>IS Appointment Scheduling (optional add-on) </li></ul></ul><ul><ul><li>IS Web Services (optional add-on) </li></ul></ul>
INTELLIGENT SERIES Introducing Contact Based Architecture. More and more sites are migrating to the Contact Based Architecture. Contact Based Architecture shifts from account and instruction based messaging, dispatching, and scheduling to contact and script based messaging, dispatching, and scheduling .
INTELLIGENT SERIES Teleplex has adopted Contact Based Architecture for their Messaging and Dispatching model. Doug Robbins had this to say about what Teleplex is doing. “ We have 400 accounts on contact dispatch. We have another 300 getting ready to swing …. We are a big fan of contact dispatch. We have improved operator call processing time, we have reduced error rates, the web on call has been a great enhancement. We find Infinity IS to be an extremely powerful tool beyond our wildest expectations. “
INTELLIGENT SERIES ACT Teleservices has adopted Contact Based Architecture for their Messaging and Dispatching model. Sean Hough had this to say about what ACT is doing. “ We have approximately 1850 accounts currently using IS dispatch functions, with about 250 more scheduled by the end of March, and thousands of accounts to go in the longer term. A good portion of these incorporate automated dispatch functions, which involve no input from the operator. We are constantly researching new ways to further automate dispatch procedures.”
INTELLIGENT SERIES Getting Started With Contact Based Architecture. The biggest challenge with Contact Based Architecture is making the commitment to change and getting started. Lets review how Contact Based Architecture works…
IS Directory is the foundation of Contact Based Architecture. INTELLIGENT SERIES The first step is to build an IS Directory for each of your clients. Place all client employees in the IS Directory and enter all information about the employee into the IS Directory. Eliminate the need for entering account based information such as Service Lists, etc…
Build up the IS Directory information using the IS Supervisor. INTELLIGENT SERIES
Enter all information about client employees in their listing, include contact info and status. INTELLIGENT SERIES
Automate IS Directory updates using the IS Directory Transformer. INTELLIGENT SERIES
Link scripts with IS Directories to automatically retrieve contacts for dispatching. INTELLIGENT SERIES
Update your Scripts for Contact Dispatching. This is actually quite simple. INTELLIGENT SERIES <ul><li>Script Elements related to Contact Dispatching: </li></ul><ul><ul><li>Select Contact (retrieve from on-call or directory) </li></ul></ul><ul><ul><li>Contact Dispatch (initiate dispatch from script) </li></ul></ul><ul><ul><li>Contact Details (view details page about contact) </li></ul></ul><ul><ul><li>Create Contact (create a new directory listing) </li></ul></ul><ul><ul><li>Update Contact (update a directory listing) </li></ul></ul><ul><ul><li>View Schedule (popup a on-call or appt schedule) </li></ul></ul>
Scheduling is another key element of the IS Contact Based Architecture. INTELLIGENT SERIES On-Call Scheduling Web Scheduling Appointment Scheduling
IS Directory On-Call Scheduling Offer Operator and Web Based On-Call Scheduling services. INTELLIGENT SERIES
IS Directory On-Call eliminates duplicate data entry and adds more structure to your schedules. INTELLIGENT SERIES Define shifts and specify required coverage using Roles. Any listings enabled for the Role are eligible to cover the shift.
New v5.6 On-Call Coverage Checker that alerts schedule administrators about unassigned shifts and reminds people about their assigned coverage. INTELLIGENT SERIES Included at no additional cost!
On-call administrators receive automated emails with information about the unassigned shifts and a link to go to the schedule to update it. INTELLIGENT SERIES
Link Scripting with On-Call Schedules to automate retrieval of on-call personnel. INTELLIGENT SERIES
Initiate dispatches to on-call personnel from your scripts. INTELLIGENT SERIES
INTELLIGENT SERIES View messages using the Combo Checkin Screen showing IS and Infinity Msg Index with Voice Messages and a Special count.
INTELLIGENT SERIES Take advantage of the new v56 IS Web Scripting. <ul><li>Contact architecture sets the stage to use IS Web Scripting to offer new services to your clients. </li></ul><ul><ul><li>Web Enable Scripts With One Click </li></ul></ul><ul><ul><li>Specify Special Scripts For Customer Webs </li></ul></ul><ul><ul><li>Specify Special Scripts for IS Web </li></ul></ul><ul><ul><li>Web Testdrive </li></ul></ul><ul><ul><li>Start a Script Online, Then Pop To An Agent </li></ul></ul><ul><ul><li>Clients Update Their Information Via Web </li></ul></ul><ul><ul><li>Embed Scripts in Customer Webs </li></ul></ul><ul><ul><li>Create Customer Webs That You Manage </li></ul></ul><ul><ul><li>Web Enable Operator Scripts </li></ul></ul>
INTELLIGENT SERIES Enable your scripts for web scripting with one click.
INTELLIGENT SERIES Design your scripts for public access with an option to ask for operator assistance.
Design scripts for IS Web on-call paging or client information updates. INTELLIGENT SERIES
Web enable On-Call Schedules. Allow your clients to view and update their schedules. INTELLIGENT SERIES
Allow contact based clients to see their own web home screen. INTELLIGENT SERIES
Allow contact based clients to retrieve messages via the web. INTELLIGENT SERIES
Allow contact based clients to run IS reports via the web. INTELLIGENT SERIES
NEW APPLICATIONS iPhone Application miOncall Provide your clients with a mobile option for viewing and managing on-call schedules.
IS Directory Appointment Scheduling Offer Operator and Web Based Appointment Scheduling for your contact based clients. INTELLIGENT SERIES
Link your scripts with appointment schedules, pass script info into the schedule. INTELLIGENT SERIES
Launch the selected schedule and book your appointment. INTELLIGENT SERIES
Search for booked appointments by contact to allow rescheduling or cancelling. INTELLIGENT SERIES
Copy booked, rescheduled, and cancelled appointment data back into the message. INTELLIGENT SERIES
Sync on-call and appointment calendars with Outlook calendars. INTELLIGENT SERIES
INTELLIGENT SERIES Contact Based Architecture. Contact Based Architecture is the foundation everything we have seen today. Gary Kerner has some closing comments for us.