NAEO 2010 Amtelco presents Road Rally 1 New


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NAEO 2010 Amtelco presents Road Rally 1 New

  1. 1. AMTELCO PRESENTS Road Rally 1What’s New For 2010?
  3. 3. LETS COMMUNICATEWe are constantly striving to improve our communications with you. What are some of the tools now available to keep us in touch?
  4. 4. TECHHELPER NEWSLETTERKeeping you informed with monthly updates from Field Service.
  5. 5. AMTELCO INSIDERKeeping you informed with monthly updates from Software.
  6. 6. AMTELCO INSIDEROne of the Amtelco Insider links goes to a techhelperpage with current releases, with readme history links.
  7. 7. AMTELCO INSIDERStay informed by subscribing to the Techhelper RSS feed. NEW! We are now posting alerts about new releases as soon as they are available, with links to what has changed!
  8. 8. SOCIAL MEDIAKeeping you informed with Social Media tools such as Facebook.
  9. 9. SOCIAL MEDIAKeeping you informed with Social Media tools such as Twitter.
  10. 10. WEB FEATURES LISTAll features and modules listed, categorized, and updated.
  11. 11. NAEO RESOURCES We have special resources for NAEO attendees –Thumbdrives and a special NAEO download web site.
  13. 13. You will see a green, yellow, or red stoplight for each feature we present. Taking Orders, Availability Pending Not Ready,Currently Available Release From Beta Just Presenting Or Requirements The Concept Discussion
  14. 14. INFINITY Infinity 5.51 We first announced Infinity 5.51 at NAEO in Cancun.Over 170 sites have taken advantage of the free 5.51 upgrade for service contract customers. Infinity 5.51 included some powerful new capabilities.
  15. 15. INFINITY 5.51 Two-Way SMSSMS text messaging was introduced as an option with Infinity 5.51.Use SMS text messaging with Infinity or IS message dispatching. We now have over 20 sites utilizing SMS text messaging.
  16. 16. INFINITY 5.51 Two-Way SMS We have recently enhanced Infinity SMS to allow clients to more easily reply to SMS text messages.Clients can also send you unsolicited inbound text messages that arematched to their account and popped to an operator.
  17. 17. INFINITY 5.51Universal DID allows you to migrate one client at a time to one number forwarding.
  18. 18. INFINITY 5.51Provide more information to your operators prior to answering by showing the ANI prior to answer.
  19. 19. INFINITY 5.51Infinity Dashboard provides flexible real-time system monitoring.
  20. 20. INFINITY 5.51Infinity 5.51 Dashboard has been enhanced with new display elements.
  21. 21. INFINITY 5.51 VoIP Amtelco continues to focus on expanding VoIP solutions for you:Infinity VoIP Board operator audio.Infinity VoIP Board SIP trunking.SIP Soft Agent.MiteyMiteMessenger.Asterisk and Gateway Integration. We are working with telephone carriers such asPaetec and PBX vendors such as Avaya, Cisco, and Mitel on interop certifications.
  22. 22. INFINITY 5.51 Business ContinuityAmtelco has been focusing on Business Continuity solutions for you. We now offer:Backup Server with Network BackupBackup Server with Real Time BackupAmtelco Emergency Access with New Options
  23. 23. INFINITY 5.51 Amtelco Emergency Access Hosted Business Continuity solutions, allowing you to partner with Amtelco to obtain a new level of preparedness: Bronze Level – 4 hour activation, send backup tapes to Amtelco, we restore them into our shared backup server. Silver Level – 2 hour activation, use network backup to backup your data into our shared backup server. Gold Level – 1 hour activation, use real-time backup to backup your data into our shared backup server. Platinum Level – 20 minute activation, dedicated hardware for you that is ready when you need it.Universal DID recommended for all levels to facilitate easy forwarding to Amtelco.
  24. 24. INFINITY 5.51 Amtelco Emergency AccessWe would like to get your feedback onthe interest level of Hosted Emergency Access solutions.We will be covering this in more detailwith Greg and Jody at our Road Rally II session Tuesday at 9:15 and we look forward to your input.
  25. 25. INFINITY 5.6 Introducing Infinity release 5.6. Amtelco continues to enhance the Infinity platform.We are proud to announce our new Infinity 5.6 release.We have Infinity 5.6 running at Amtelco and are preparing it for beta testing. We are taking orders and will make itavailable to customers who request it on a first come first serve basis.
  26. 26. INFINITY 5.6Increase flexibility and security with 32 Character Login Name and 32 Character Alpha-Numeric Password.
  27. 27. INFINITY 5.6Provide more tools for your operators using our new HiRes Collapsible Panels.Open as many panels as you like, reorder the panels, force panels open, or block certain panels.
  28. 28. INFINITY 5.6Infinity 5.6 Dashboard has been enhanced with a new Infinity ACD Service Level Reporting display.
  29. 29. INFINITY 5.6Infinity 5.6 IS Reporting has been enhancedwith a new Infinity ACD Service Level Report.
  30. 30. INFINITY 5.6 Scheduled Callback RequestScheduled callback allows callers to request a callback rather than waiting in queue.Callers can specify if they want a callback assoon as possible or at a specific time or even specific day.This can be a great tool to smooth out busy times, avoid long hold times, and improve service.
  31. 31. INFINITY 5.6 More Infinity 5.6 FeaturesMDR as a ServiceTurn operator off if audio is lostOn-Screen Indicator for Client Repeat and Specials160 character operator chat (was 80 characters)Option to block Chat to All from certain agentsInfinity Web offline event64 party conferences24 character dial suffix (was 12 characters)Dialout guard timePrint Specials reportClient Sources reportClient Status reportPending Auto-Callout reportAuto-Digital Paging via SMSVoIP Board Call TransferVoIP Board Quality of Service SettingMultiple VoIP BoardsXDS Board Error Recovery and Reset
  32. 32. WHAT’S NEW WITH IS?
  33. 33. INTELLIGENT SERIES Current IS ReleaseThe current Intelligent Series release is 5.51.3504. Over 170 sites are running on 5.51.3504. We just released 5.51.3659 whichoffers some enhancements over 3504. 10 sites are now running 5.51.3659.
  34. 34. INTELLIGENT SERIES IS Release 5.51.3659 includes several new features:New License ManagerPrint IS Info Pages and Print to PDF add-onIS Client Setup BillingNew script elements – Added SelectElement element. (to have the focus jump to a specific element on the screen) Added script option to set focus to first element after a screen mode change Added option to SelectContact to not show alert when contact cant be found. Added option to SelectContact for running actions when contact is not found. Added a new Prompt User element.
  35. 35. INTELLIGENT SERIES Introducing IS release 5.6.We have a new Intelligent Series release that is paired up with Infinity 5.6. The new Infinity and Intelligent Series 5.6 release is packed with lots of exciting features. We are taking orders and will make it available to customers who request it on a first come first serve basis.
  36. 36. INTELLIGENT SERIES Introducing IS Release 5.6.IS Reporting: Report Comments IS Stats in Billing Link 4 IS Contact Method Log Report IS Client List Report Infinity ACD Service Level Report Scheduled Purge of IS StatisticsContact Based Architecture popping failed ISdispatches via pager, sms, email to the originatingoperator.
  37. 37. INTELLIGENT SERIES Introducing IS TransformerProviding you an automated tool to create scripts.
  38. 38. INTELLIGENT SERIES IS Transformer is a great tool for acquisitions. Create scripts from competitive systems.
  39. 39. INTELLIGENT SERIES IS Transformer, Before and After.
  40. 40. INTELLIGENT SERIES Contact Based Architecture. More and more sites are migrating to the Contact Based Architecture. Contact Based Architecture shifts fromaccount and instruction based dispatching to contact and script based dispatching.
  41. 41. INTELLIGENT SERIES Teleplex has adopted Contact Based Architecture for their Dispatching model. Here is a quote from Doug Robbins: “Your software development team has been tremendous to work with, on and off beta calls.We have 400 accounts on contact dispatch. We have another 300 getting ready to swing after NAEO. We are a big fan of contact dispatch. We have improved operator call processing time, we havereduced error rates, the web on call has been a greatenhancement. We find Infinity IS to be an extremely powerful tool beyond our wildest expectations. “
  42. 42. INTELLIGENT SERIES ACT Teleservices has adopted Contact Based Architecture for their Dispatching model. Here is information from Sean Haugh of ACT:WeAhave have seen insignificant benefitSpeed andusing We havebut notfind amain benefits: currently We approximately 1850 accounts isIS dispatch lesser yet to two situation where improvedIScould not functions,in have implementedmost basicdispatch training. We some form; atmoreISless time accuracy. be of use the dispatcher spendsscheduled dispatch Speed – with about 250 its’ dispatchbywith end of March, to do next, whoof being etc; to gouseresearching what and thousands toaccounts a the an eye towards simplicity wherever possible, we can at least prevent a call from call, droppedwith the goal of anyone longerable tothese and barringproperly designedin the being taking the message. accidentally by the operator term. dispatch. I have script determinessaid this before but it bears repeating in to dowepressextraneous circumstances all they need that is have had button and give the message. This same A a occasions where operators have successfully good portion of these incorporate automated dispatched calls via to accuracy : with the steps laid dispatch functions, contact based no input from zero functionality leads which involve dispatch with the out We are carelessform of dispatch. training on any mistakes are avoided.operator.already, constantly researching new ways to further automate dispatch procedures.
  43. 43. INTELLIGENT SERIES Contact Based Architecture.The biggest challenge with Contact BasedArchitecture is making the commitment to change and getting started. Sites migrating to the new method haverequested some tools to make the transition easier.
  44. 44. INTELLIGENT SERIES Contact Based Architecture Combo Checkin Screenshows Infinity Msg Index with Voice Messages and a Special count + IS Message Center.
  45. 45. INTELLIGENT SERIESPressing the Checkin key from the Combo Checkin Screen changes to the Infinity Checkin Screen, allowing viewing and editing of Specials.
  46. 46. INTELLIGENT SERIESContact Based Architecture Combo Inbox in IS Webshows both IS messages and Infinity text and voicemessages, allowing clients to play voice messages.
  47. 47. INTELLIGENT SERIES Amtelco continues to improve andexpand the IS scheduling solutions.On-Call SchedulingAppointment SchedulingWeb Scheduling
  48. 48. INTELLIGENT SERIESIS Directory On-Call Scheduling Offer Operator and Web Based On-Call Scheduling services.
  49. 49. INTELLIGENT SERIESIS Directory On-Call SchedulingLink Scripting with On-Call Schedules.
  50. 50. INTELLIGENT SERIESIS Directory On-Call Scheduling 5.6New On-Call Coverage Spreadsheet View.
  51. 51. INTELLIGENT SERIESIS Directory On-Call Scheduling 5.6New On-Call Coverage Checker that alertsschedule administrators about unassigned shifts.
  52. 52. INTELLIGENT SERIES IS Directory Appointment SchedulingOffer Operator and Web Based Appointment Scheduling for your clients.
  53. 53. INTELLIGENT SERIESIS Directory Appointment Scheduling Link Scripting with your Schedules.
  54. 54. INTELLIGENT SERIESIS Directory Appointment Scheduling Setup Defined Time Slots (left) or On-The-Fly Assignments (right).
  55. 55. INTELLIGENT SERIESIS Directory Appointment SchedulingSearch for booked appointments for a caller or resource to cancel or reschedule.
  56. 56. INTELLIGENT SERIES IS Web Scheduling Web Home Screen with Calendar.
  57. 57. INTELLIGENT SERIES IS Web Scheduling Sync Calendar with Outlook.
  59. 59. NEW APPLICATIONS We are constantly striving to createnew applications and services for you.We have several that we are excited to debut for you today.
  60. 60. INTELLIGENT SERIES IS OnTeam SchedulingNew automated employee scheduling.
  61. 61. INTELLIGENT SERIES IS OnTeam SchedulingCreate Rules to Auto-Assign Schedules.
  62. 62. INTELLIGENT SERIES IS OnTeam SchedulingRun Auto-Assign to create your schedules.
  63. 63. INTELLIGENT SERIES IS OnTeam Scheduling View completed schedule, includingbreakdown of shifts by day and employee.
  64. 64. INTELLIGENT SERIES IS OnTeam SchedulingInclude Auto-Assignment of On-Call Shifts.
  65. 65. IS MESSENGER New IS 5.6 based Instant Messaging servicesfor you and your clients. Access IS Messenger from the new Telephone Agent HiRes Collapsible Panels.
  66. 66. IS MESSENGERAccess IS Messenger from IS Supervisor.
  67. 67. IS MESSENGER Access IS Messenger from MiteyMiteMessenger. This allows extending Instant Messenging services to your clients. Allow clients to communicate witheach other and withyour call center staff.
  68. 68. IS MESSENGER Use IS Messenger Operator Actions toannounce calls to clients running MiteyMite Messenger.
  69. 69. IS MESSENGEROpen multiple Conversations at once andmove from Conversation to Conversation.
  70. 70. IS MESSENGER Report on IS Messenger Conversations andview Conversation History from IS Supervisor.
  71. 71. NEW APPLICATIONS iPhone Application miCashiPhone based cashboard that allows you to associate a $$ value with call activity.
  72. 72. NEW APPLICATIONS iPhone Application miCashmiCash accumulates $$ value while you watch.Watch the screen turn green each time there is an update.
  73. 73. NEW APPLICATIONS iPhone Application miDashMonitor your system activity while you are on the go with your iPhone.
  74. 74. NEW APPLICATIONS iPhone Application miOncallProvide your clients with a mobile option for viewing and managing on-call schedules.
  75. 75. NEW APPLICATIONS iPhone ApplicationsDownload the Amtelco iPhone apps from Apple.
  76. 76. NEW APPLICATIONS B2B Agent IS Client Sharing Tool.B2B Agent allows agents from multiple call centers towork from a single host IS server regardless of which Infinity server the operator is connected to.Keep the IS applications and data centralized whilesharing calls with other call centers.Become a much larger virtual call center bypartnering with other call centers on a temporary orpermanent basis.Consolidate overnight operators with partner callcenters.
  77. 77. NEW APPLICATIONS B2B AgentLink IS Servers together to allow sharing clients between call centers. Setup system connections to remote IS Servers.
  78. 78. NEW APPLICATIONS B2B AgentLink IS Agents between IS Servers. This allows anagent to be logged into more than one IS Server. Setup agent connections to remote IS Servers.
  79. 79. NEW APPLICATIONS B2B AgentNow the key to client sharing, link specific IS Clients to remote IS Servers.
  80. 80. NEW APPLICATIONSWhen an operator answers a remote client, they see an indication that it is a remote client, everything else is completely seamless.
  81. 81. NEW APPLICATIONS IS Web Scripting Web enable your IS message scripts.
  82. 82. NEW APPLICATIONS IS Web ScriptingBuild Scripts for Client or Public Web Access.
  83. 83. NEW APPLICATIONS IS Web ScriptingApply Special Web Styles for each Client.
  84. 84. NEW APPLICATIONS IS Web ScriptingAllow callers to start a script on the web and then request operator assistance. The operator can pick up the script where the caller left off!
  85. 85. NEW APPLICATIONS IS Web ScriptingScript IS Web Oncall and Directory Messaging.
  86. 86. NEW APPLICATIONS IS Web Scripting Operator Web Scripting.
  87. 87. NEW APPLICATIONS IS Web Scripting Choose to apply each script for Operator Use,General Web Scripting, IS Web Scripting, or Web Testdrive. Could It Be Any Easier?
  88. 88. Thank You! For additional information visit You can contact us directly or 800-225-6035
  89. 89. Thank You! For additional information visit You can contact us directly or 800-225-6035