Connections Magazine June 2011 issue features a Vendor Spotlight on AMTELCO. Celebrating its 35th Anniversary, AMTELCO offers More Choices, More Flexibility which equals More Revenue for call centers!
This document discusses unified communications and provides recommendations. It covers key topics like the business case for UC, challenges of UC deployment, and examples of quantifying UC benefits. The document recommends identifying processes that could be improved with UC, validating those opportunities, prototyping solutions, and measuring before and after results to build a strong business case. It also addresses common UC challenges around organization, technology, and metrics.
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
This Wainhouse Research Ebook investigates Unified Communications and Collaboration (UC&C) as an enabler of Digital Transformation. We’re focusing on the broad, enterprise-wide impact that a well deployed, integrated, and expanded UC&C experience delivers, and its ability to enable a larger Digital Transformation strategy.
This eBook provides an objective, unbiased, and detailed overview of UC&C Transformation, covering the following topics:
Digital Transformation - key concepts, terms, and definitions
Enterprise Drivers - primary drivers leading the enterprise to a digital transformation strategy
Transformation Reality - common enterprise barriers to digital transformation
Key Steps & Best Practices - to making your transformation journey successful
Transformation Use Cases & Opportunities - transformation targets and benefits
This eBook includes expert analyst insight backed by the following research:
In-Dept Interviews – with product teams, IT Decision Makers (ITDMs), and executives with experience transforming their enterprises with the use of UC&C tools and solutions.
Wainhouse Research Data – we reference data points from end-user and ITDM surveys, briefings with technology vendors, and insight gained from enterprise consulting engagements.
This document discusses how Esnatech provides unified communication solutions to help "Hybrid" enterprises that have both on-premise and cloud-based systems. It outlines challenges large organizations face with managing multiple legacy voice systems and applications across different locations. Esnatech helps by providing a centralized voice messaging system, unified messaging, mobility features, and the ability to integrate these core voice applications with a company's private cloud infrastructure and other cloud investments. This simplifies management, provides consistent functionality, and helps eliminate costs while improving collaboration for organizations with complex, multi-generational IT environments.
Zmień zanim będzie za późno. Nowoczesna komunikacja a konkurencyjność przedsi...Biznes to Rozmowy
This document discusses how business communications are changing with the rise of communications as a service. It notes that this model allows businesses to focus on their core operations rather than technology maintenance, increasing productivity and strategic focus. Communications as a service provides predictable costs, mobility, and collaboration tools to businesses of all sizes. This represents both an opportunity for businesses to gain competitive advantages and for communications service providers.
Mitel Networks provides unique unified communications technologies including developing, designing, manufacturing, selling and supporting network and communications hardware and services on a global scale. They offer a full portfolio of managed services, applications, and mobility solutions to provide businesses with integrated communications through a single vendor. Mitel also focuses on incubating innovation through virtualization, business intelligence, and other emerging technologies.
This document discusses unified communications and provides recommendations. It covers key topics like the business case for UC, challenges of UC deployment, and examples of quantifying UC benefits. The document recommends identifying processes that could be improved with UC, validating those opportunities, prototyping solutions, and measuring before and after results to build a strong business case. It also addresses common UC challenges around organization, technology, and metrics.
Vendor hype has devalued the promise of unified communications and threatens to cause confusion with the move to cloud computing. In the absence of clear and unambiguous explanations of the benefits of embarking on such projects, end users could be forgiven for thinking that these are technologies without a purpose. However, a revolution is underway, bringing with it real benefits to enterprises and to workers.
Next gen tech for business and telecom service providers, Raman Singh, CloudC...Alan Quayle
Next gen tech for business and telecom service providers
Raman Singh, Chief Innovation Officer, Cloud Connect
CloudConnect is a DOT Licensed Virtual Network Operator offering a lot more than just India’s first PBX on Mobile for SMBs. CloudConnect gives you the advantage of a comprehensive, and secure mobile-first Business Communication Systems which include cloud PBX system, Business IP phone service, and Unified Communications and Collaboration for small businesses.
This presentation will cover:
Emerging trends: How CloudConnct can help
CloudConnect’s offerings
UCaaS:sensible, effective, and immediately deployable
Customization, verticals, and ecosystem
CloudConnect platform Architecture
Product overview and unique value
Omni-Channel and voice bot examples
Auto-config, auto scaling, self-healing
This Wainhouse Research Ebook investigates Unified Communications and Collaboration (UC&C) as an enabler of Digital Transformation. We’re focusing on the broad, enterprise-wide impact that a well deployed, integrated, and expanded UC&C experience delivers, and its ability to enable a larger Digital Transformation strategy.
This eBook provides an objective, unbiased, and detailed overview of UC&C Transformation, covering the following topics:
Digital Transformation - key concepts, terms, and definitions
Enterprise Drivers - primary drivers leading the enterprise to a digital transformation strategy
Transformation Reality - common enterprise barriers to digital transformation
Key Steps & Best Practices - to making your transformation journey successful
Transformation Use Cases & Opportunities - transformation targets and benefits
This eBook includes expert analyst insight backed by the following research:
In-Dept Interviews – with product teams, IT Decision Makers (ITDMs), and executives with experience transforming their enterprises with the use of UC&C tools and solutions.
Wainhouse Research Data – we reference data points from end-user and ITDM surveys, briefings with technology vendors, and insight gained from enterprise consulting engagements.
This document discusses how Esnatech provides unified communication solutions to help "Hybrid" enterprises that have both on-premise and cloud-based systems. It outlines challenges large organizations face with managing multiple legacy voice systems and applications across different locations. Esnatech helps by providing a centralized voice messaging system, unified messaging, mobility features, and the ability to integrate these core voice applications with a company's private cloud infrastructure and other cloud investments. This simplifies management, provides consistent functionality, and helps eliminate costs while improving collaboration for organizations with complex, multi-generational IT environments.
Zmień zanim będzie za późno. Nowoczesna komunikacja a konkurencyjność przedsi...Biznes to Rozmowy
This document discusses how business communications are changing with the rise of communications as a service. It notes that this model allows businesses to focus on their core operations rather than technology maintenance, increasing productivity and strategic focus. Communications as a service provides predictable costs, mobility, and collaboration tools to businesses of all sizes. This represents both an opportunity for businesses to gain competitive advantages and for communications service providers.
Mitel Networks provides unique unified communications technologies including developing, designing, manufacturing, selling and supporting network and communications hardware and services on a global scale. They offer a full portfolio of managed services, applications, and mobility solutions to provide businesses with integrated communications through a single vendor. Mitel also focuses on incubating innovation through virtualization, business intelligence, and other emerging technologies.
1. The document provides an overview of AT&T's enterprise mobility solutions including field service automation, workforce scheduling/dispatch, asset tracking, and mobile inventory management.
2. It highlights several case studies of companies that benefited from increased productivity, cost savings, and revenue growth through the implementation of AT&T's wireless solutions.
3. The document outlines AT&T's portfolio of connectivity, management services, and devices to enable mobile business processes and ensure business continuity.
This document outlines a strategy called "Transition and Transform" for consolidating legacy unified communication systems and enabling communication capabilities in cloud-based business applications. The strategy has two stages: 1) Transition legacy systems like voicemail onto a single next-generation platform called Officelinx to reduce costs. 2) Transform by using Officelinx to provide real-time communication tools embedded within cloud applications to improve productivity and collaboration. Officelinx allows legacy systems to be replaced cost-effectively and provides communication capabilities across devices and applications without infrastructure upgrades.
IT Become One is an international ICT supplier based in the Netherlands that provides hardware, software, and consulting services. Their ambition is to become one of the top 20 ICT companies in the EMEA region by 2020. They have a flat organizational structure and strive to improve and simplify IT for their customers. Their main industries served include business, government, healthcare, education, and banking.
Is your contact center solution entering its end of life stage? Are you faced with budget constraints and are worried about making another massive investment to upgrade your solution?
Contact centers based in the cloud are a cost-effective way to mitigate your investment. With cloud-based solutions, you can continue to use your existing hardware while layering in new features at the network level. You can also seamlessly add in tools like Skype, Google, SIP, and Salesforce. Not only do these solutions make your life easier by managing everything from one place, but it also inherently enables a virtual workforce and provides an effective business continuity solution.
Cloud computing technologies can help electronics companies improve efficiency, reduce costs, and enable new capabilities. Through cloud integration, companies can achieve operational efficiencies of scale, capture global market opportunities faster, and respond quickly to changes. Cloud computing also allows for enhanced systems, application, and data integration across direct sales channels. This improves customer experience and strengthens brands. Additionally, cloud computing improves operational efficiency by enabling collaboration and advanced analytics. It also enables collaborative product development through integrated information and applications. Finally, cloud computing can help electronics companies take advantage of opportunities in enabling smarter home technologies.
IBM Mobili First - IBM Business Connect QatarPut your business in motionDalia Reda
1) The document discusses how mobile trends are impacting businesses and provides 5 key mobile trends with implications for enterprises.
2) It outlines IBM's mobile offerings including the MobileFirst platform, which allows organizations to quickly develop and deploy mobile apps across platforms while connecting apps to enterprise data.
3) The MobileFirst platform provides tools for building, testing, managing, securing and distributing mobile apps from IBM and partners across industries.
Field service automation through mobile technologies allows companies to increase technician productivity and efficiency. Real-time access to customer and asset data from mobile devices reduces errors, dispatch time, and call volumes while improving first-time fix rates. This leads to higher profit margins as service becomes a strategic asset for companies. Automation is transforming field service from a cost center to a profit center through improved processes and customer satisfaction.
Develop Composite Business Services To Enable Reuse In A Service Orien...Kirill Osipov
The document discusses developing composite business services (CBS) to enable reuse in a service-oriented architecture. It describes CBS and their business intents/non-functional requirements. The key architectural decisions for a CBS incubation project focused on customer relationship management are presented, including the use of industry models and a model-driven development technique.
This document discusses cloud computing and its growing adoption. It defines cloud computing as delivering IT infrastructure, tools, and capabilities as scalable services over the internet. It highlights how cloud computing can help reduce costs through virtualization, standardization, and automation. The document also outlines different cloud deployment models and layers of cloud services beyond basic infrastructure services.
Phonologies was @ at Cluecon 2011, the annual 3-Day Open Source Telephony User and Developer Conference in Chicago, IL. Phonologies is an active contributor to the Open Source Community, promising quality, reliability, flexibility, lower cost and an end to predatory vendor lock-in. Phonologies has contributed to the Open Source Community by distributing freely portions of source code of Oktopous™ ccXML Engine under a BSD style license.
[CompTIA] 4th Annual Trends in Cloud Computing - Full ReportAssespro Nacional
This document summarizes key findings from CompTIA's 4th Annual Trends in Cloud Computing study. The study surveyed 501 IT professionals and 400 IT firms to assess cloud adoption trends. It found that cloud computing is becoming mainstream, with most companies now relying on cloud services for storage, disaster recovery, and security. However, some confusion remains regarding cloud models and terminology. While adoption is high, only 46% of IT firms described their cloud business as fully mature. The impact of cloud computing continues to drive both end users and IT firms to better understand cloud and move toward more strategic cloud integration.
CIN-2650 - Cloud adoption! Enforcer to transform your organization around peo...Hendrik van Run
IBM InterConnect 2015 presentation about what it is needed from your organisation to adopt cloud. The focus here is around people, processes and technology.
Phonologies is a cloud-based technology provider founded in 2001 that offers voice platforms and telephony applications. Their flagship product Oktopous CCXML Interpreter powers over 10 million calls daily for customers in the US, Canada, and Europe. Their other products include InterpreXer for self-service IVRs, SmartM Care for mobile customer care, and Call Blaster for voice broadcasting. Phonologies works with systems integrators and application developers to enable voice and speech capabilities for businesses.
Five Essential Benefits Driving UC Adoption by SMBsDigium
The document discusses 5 key benefits of adopting a Unified Communications (UC) solution for small and medium sized businesses (SMBs). These include: 1) Doing more with less by having an easily managed solution, 2) Incorporating mobility to connect remote workers, 3) Achieving substantial savings on operating costs, 4) Providing significant improvements to customer service capabilities, and 5) Moving beyond basic functionality as the business grows. The document provides examples and considerations for SMBs evaluating UC solutions.
The document discusses how hosted IP PBX and cloud communications solutions can help businesses stay ahead of technology changes and reduce costs and risks compared to on-premise systems. It notes that hosted solutions provide advanced features through intuitive interfaces at lower upfront and ongoing costs while eliminating upgrade and maintenance expenses. The document also identifies small to medium businesses and those with changing capacity needs as particularly suited to benefit from the flexibility and cost savings of hosted IP PBX and cloud communications.
The document discusses Indigo's existing customer interaction setup and how integrating Ameyo's communication suite could improve it. It outlines a 3 phase integration plan: 1) Implement Ameyo for call control, monitoring and management. 2) Add an Ameyo IVR for intelligent routing. 3) Expand to multimedia channels like email, chat and SMS for a omnichannel solution. The case study of MotilalOswal is presented where Ameyo helped automate operations and processes, providing a solution faster than competitors at an appealing cost.
Oracle CRM On Demand - Computer Telephony Integration for AvayaCRMIT
CRM++ in CTI frame work is a Call Center or Contact Center web-based solution based on Telephony Application Programming Interface (TAPI) framework. This Call Center Solution allows our clients to directly integrate telephone network into CRM On Demand and access it entirely through the familiar, browser-based interface. It can be seamlessly integrated with the most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and On Demand Call Center vendors like Avaya On Demand and Pandora.
Cloopen provides cloud contact center software called 7moor CC. 7moor CC offers integrated capabilities like multichannel support, ticketing, chatbots, and reporting to help companies improve customer interactions and agent productivity. It has advantages like mobile apps, massive pre-formatted question/answers for chatbots, and real-time monitoring. Companies in different industries like Didi use 7moor CC. Choosing 7moor CC provides a cost-efficient contact center solution with 8+ years of experience behind it.
The document discusses a cloud communications company that provides hosted call center services and was looking to improve performance metrics and customer satisfaction by gaining a unified view of their infrastructure to monitor calls in real-time. It implemented a solution from StreamAnalytix that provided real-time call monitoring and analysis capabilities like call stitching, infrastructure monitoring, dominant call path insights, sentiment analysis, and predictive analytics reporting to help resolve issues faster and improve the customer experience. The solution delivered productivity gains, faster customer complaint resolution, higher customer satisfaction and retention rates.
Nec smart enterprise_trends_2014-slidesTodd Landry
The document summarizes 10 strategic drivers that will empower the smart enterprise according to NEC Corporation in 2014. The drivers are: 1) Integrated Mobility, 2) Instant Collaboration, 3) Beyond Virtualization, 4) Hybrid Cloud, 5) Modularity, 6) High Availability, 7) Software Defined Anything, 8) Sensing & Biometrics, 9) Contextual Analytics, and 10) Smart Energy. Each driver is discussed in 1-2 paragraphs on how it will impact organizations and operations.
1. The document provides an overview of AT&T's enterprise mobility solutions including field service automation, workforce scheduling/dispatch, asset tracking, and mobile inventory management.
2. It highlights several case studies of companies that benefited from increased productivity, cost savings, and revenue growth through the implementation of AT&T's wireless solutions.
3. The document outlines AT&T's portfolio of connectivity, management services, and devices to enable mobile business processes and ensure business continuity.
This document outlines a strategy called "Transition and Transform" for consolidating legacy unified communication systems and enabling communication capabilities in cloud-based business applications. The strategy has two stages: 1) Transition legacy systems like voicemail onto a single next-generation platform called Officelinx to reduce costs. 2) Transform by using Officelinx to provide real-time communication tools embedded within cloud applications to improve productivity and collaboration. Officelinx allows legacy systems to be replaced cost-effectively and provides communication capabilities across devices and applications without infrastructure upgrades.
IT Become One is an international ICT supplier based in the Netherlands that provides hardware, software, and consulting services. Their ambition is to become one of the top 20 ICT companies in the EMEA region by 2020. They have a flat organizational structure and strive to improve and simplify IT for their customers. Their main industries served include business, government, healthcare, education, and banking.
Is your contact center solution entering its end of life stage? Are you faced with budget constraints and are worried about making another massive investment to upgrade your solution?
Contact centers based in the cloud are a cost-effective way to mitigate your investment. With cloud-based solutions, you can continue to use your existing hardware while layering in new features at the network level. You can also seamlessly add in tools like Skype, Google, SIP, and Salesforce. Not only do these solutions make your life easier by managing everything from one place, but it also inherently enables a virtual workforce and provides an effective business continuity solution.
Cloud computing technologies can help electronics companies improve efficiency, reduce costs, and enable new capabilities. Through cloud integration, companies can achieve operational efficiencies of scale, capture global market opportunities faster, and respond quickly to changes. Cloud computing also allows for enhanced systems, application, and data integration across direct sales channels. This improves customer experience and strengthens brands. Additionally, cloud computing improves operational efficiency by enabling collaboration and advanced analytics. It also enables collaborative product development through integrated information and applications. Finally, cloud computing can help electronics companies take advantage of opportunities in enabling smarter home technologies.
IBM Mobili First - IBM Business Connect QatarPut your business in motionDalia Reda
1) The document discusses how mobile trends are impacting businesses and provides 5 key mobile trends with implications for enterprises.
2) It outlines IBM's mobile offerings including the MobileFirst platform, which allows organizations to quickly develop and deploy mobile apps across platforms while connecting apps to enterprise data.
3) The MobileFirst platform provides tools for building, testing, managing, securing and distributing mobile apps from IBM and partners across industries.
Field service automation through mobile technologies allows companies to increase technician productivity and efficiency. Real-time access to customer and asset data from mobile devices reduces errors, dispatch time, and call volumes while improving first-time fix rates. This leads to higher profit margins as service becomes a strategic asset for companies. Automation is transforming field service from a cost center to a profit center through improved processes and customer satisfaction.
Develop Composite Business Services To Enable Reuse In A Service Orien...Kirill Osipov
The document discusses developing composite business services (CBS) to enable reuse in a service-oriented architecture. It describes CBS and their business intents/non-functional requirements. The key architectural decisions for a CBS incubation project focused on customer relationship management are presented, including the use of industry models and a model-driven development technique.
This document discusses cloud computing and its growing adoption. It defines cloud computing as delivering IT infrastructure, tools, and capabilities as scalable services over the internet. It highlights how cloud computing can help reduce costs through virtualization, standardization, and automation. The document also outlines different cloud deployment models and layers of cloud services beyond basic infrastructure services.
Phonologies was @ at Cluecon 2011, the annual 3-Day Open Source Telephony User and Developer Conference in Chicago, IL. Phonologies is an active contributor to the Open Source Community, promising quality, reliability, flexibility, lower cost and an end to predatory vendor lock-in. Phonologies has contributed to the Open Source Community by distributing freely portions of source code of Oktopous™ ccXML Engine under a BSD style license.
[CompTIA] 4th Annual Trends in Cloud Computing - Full ReportAssespro Nacional
This document summarizes key findings from CompTIA's 4th Annual Trends in Cloud Computing study. The study surveyed 501 IT professionals and 400 IT firms to assess cloud adoption trends. It found that cloud computing is becoming mainstream, with most companies now relying on cloud services for storage, disaster recovery, and security. However, some confusion remains regarding cloud models and terminology. While adoption is high, only 46% of IT firms described their cloud business as fully mature. The impact of cloud computing continues to drive both end users and IT firms to better understand cloud and move toward more strategic cloud integration.
CIN-2650 - Cloud adoption! Enforcer to transform your organization around peo...Hendrik van Run
IBM InterConnect 2015 presentation about what it is needed from your organisation to adopt cloud. The focus here is around people, processes and technology.
Phonologies is a cloud-based technology provider founded in 2001 that offers voice platforms and telephony applications. Their flagship product Oktopous CCXML Interpreter powers over 10 million calls daily for customers in the US, Canada, and Europe. Their other products include InterpreXer for self-service IVRs, SmartM Care for mobile customer care, and Call Blaster for voice broadcasting. Phonologies works with systems integrators and application developers to enable voice and speech capabilities for businesses.
Five Essential Benefits Driving UC Adoption by SMBsDigium
The document discusses 5 key benefits of adopting a Unified Communications (UC) solution for small and medium sized businesses (SMBs). These include: 1) Doing more with less by having an easily managed solution, 2) Incorporating mobility to connect remote workers, 3) Achieving substantial savings on operating costs, 4) Providing significant improvements to customer service capabilities, and 5) Moving beyond basic functionality as the business grows. The document provides examples and considerations for SMBs evaluating UC solutions.
The document discusses how hosted IP PBX and cloud communications solutions can help businesses stay ahead of technology changes and reduce costs and risks compared to on-premise systems. It notes that hosted solutions provide advanced features through intuitive interfaces at lower upfront and ongoing costs while eliminating upgrade and maintenance expenses. The document also identifies small to medium businesses and those with changing capacity needs as particularly suited to benefit from the flexibility and cost savings of hosted IP PBX and cloud communications.
The document discusses Indigo's existing customer interaction setup and how integrating Ameyo's communication suite could improve it. It outlines a 3 phase integration plan: 1) Implement Ameyo for call control, monitoring and management. 2) Add an Ameyo IVR for intelligent routing. 3) Expand to multimedia channels like email, chat and SMS for a omnichannel solution. The case study of MotilalOswal is presented where Ameyo helped automate operations and processes, providing a solution faster than competitors at an appealing cost.
Oracle CRM On Demand - Computer Telephony Integration for AvayaCRMIT
CRM++ in CTI frame work is a Call Center or Contact Center web-based solution based on Telephony Application Programming Interface (TAPI) framework. This Call Center Solution allows our clients to directly integrate telephone network into CRM On Demand and access it entirely through the familiar, browser-based interface. It can be seamlessly integrated with the most popular call center technologies including Cisco, Nortel, Avaya, Alcatel, Genesys, and On Demand Call Center vendors like Avaya On Demand and Pandora.
Cloopen provides cloud contact center software called 7moor CC. 7moor CC offers integrated capabilities like multichannel support, ticketing, chatbots, and reporting to help companies improve customer interactions and agent productivity. It has advantages like mobile apps, massive pre-formatted question/answers for chatbots, and real-time monitoring. Companies in different industries like Didi use 7moor CC. Choosing 7moor CC provides a cost-efficient contact center solution with 8+ years of experience behind it.
The document discusses a cloud communications company that provides hosted call center services and was looking to improve performance metrics and customer satisfaction by gaining a unified view of their infrastructure to monitor calls in real-time. It implemented a solution from StreamAnalytix that provided real-time call monitoring and analysis capabilities like call stitching, infrastructure monitoring, dominant call path insights, sentiment analysis, and predictive analytics reporting to help resolve issues faster and improve the customer experience. The solution delivered productivity gains, faster customer complaint resolution, higher customer satisfaction and retention rates.
Nec smart enterprise_trends_2014-slidesTodd Landry
The document summarizes 10 strategic drivers that will empower the smart enterprise according to NEC Corporation in 2014. The drivers are: 1) Integrated Mobility, 2) Instant Collaboration, 3) Beyond Virtualization, 4) Hybrid Cloud, 5) Modularity, 6) High Availability, 7) Software Defined Anything, 8) Sensing & Biometrics, 9) Contextual Analytics, and 10) Smart Energy. Each driver is discussed in 1-2 paragraphs on how it will impact organizations and operations.
ICT eGuide: Switching to cloud phones and UCaaSNiamh Hughes
Business communications systems are not just evolving, they’re being revolutionised. This guide highlights how hosted, cloud based telephony and unified communications systems offers your business competitive edge, streamlining and joining-up communications across devices. Equipping your team with the best communications tools will assist collaboration, operational flexibility, efficiency and productivity, ultimately enhancing client service levels.
Get ahead – or risk being left behind
More than half of Top 100 firms have either recently delivered or are underway with projects to implement key “foundation” technologies, demonstrating how critical IT has become to the sector. PWC Law Firms Survey Report 2019.
Contact centres play an important role in delivering a great customer service. To adapt to the changing trends, businesses are now shifting their conventional contact centres to the new Virtual contact centres (VCCs).
CollectPro is a cloud-based collections management solution built on the Force.com platform. It provides comprehensive functionality without requiring any on-site infrastructure. CollectPro offers fast implementation and scalability, allowing companies of all sizes to effectively manage their collections. It features automated workflows, agent assignments, and integration with mobile devices and Salesforce CRM modules.
The document discusses Cisco's unified communications solutions and why organizations should adopt them now. It outlines key technology trends driving unified communications like virtualization, mobility, and video. Cisco's unified communications portfolio integrates conferencing, customer care, messaging, and other solutions. It provides a consistent experience within and between organizations. Adopting Cisco's unified communications now provides strong ROI across industries and organization sizes through cost savings and increased productivity.
The document discusses Cisco's unified communications solutions and why organizations should adopt them now. It outlines key technology trends driving unified communications like virtualization, mobility, and video. Cisco's unified communications portfolio integrates conferencing, customer care, messaging, and other solutions. It provides a consistent experience within and between organizations. Adopting Cisco's unified communications now provides strong ROI across industries and organization sizes through cost savings and increased productivity.
Work from home made easy with *astTECS Cloud telephony*astTECS
*astTECS Cloud Contact Center Solution with work from home option is a robust platform for all sizes of business that enables sales and support team to work from anywhere with utmost effectiveness. Fast and easy deployment. Easy manageable for remote or distributed workers.
This document discusses AMEYO, a customer interaction management software that simplifies customer interactions across multiple channels. It involves using technology to organize, automate, and synchronize business processes with goals of customer acquisition, retention, repeat sales, and reducing costs. AMEYO provides an all-in-one communication solution for managing interactions to improve customer experience, business efficiency, and monitor productivity. It has components like IVR, predictive dialing, ACD, voice logging, quality management, and CRM integration.
Built for Efficient Delivery of Contact Center as a Service Solutions.startelelogic
startelelogic's Contact Centre solution empowers service providers to offer Contact Center as a Service (CCaaS), expanding their application portfolio and generating new revenue streams. The solution's true multi-tenant architecture enables the quick launch of new contact centers with a low total cost of ownership. Additionally, prospective customers can enjoy a rich omnichannel experience through a user-friendly agent interface.
Read More : https://www.startelelogic.com/unified-communications
PDF Link : https://www.startelelogic.com/tech-details/Contact-Center__Case-Study.pdf
#startelelogic's #contactcenters #ContactCentresolution #ContactCenterService #callcentersolution
Top Features to Look for in a Cloud Call Center Software: Enhance Your Custom...Telerain Philippines
In the fast-paced business landscape, delivering exceptional customer support is paramount to building a loyal customer base. Cloud call center software equips businesses with the tools to efficiently handle inbound and outbound communications, ensuring seamless customer interactions. Whether you run a small business or a large enterprise, choosing the right cloud call center software is critical for maximizing the productivity and providing top-notch customer service. A well-equipped cloud call center software holds the potential to revolutionize your customer support operations, streamlining inbound and outbound communications for maximum efficiency.
The document introduces TeleWare and provides an overview of its products and services. It discusses TeleWare's hosted communications solutions including IP telephony, mobile office solutions using private GSM networks, and virtual contact center software for call routing and interactive voice response. Case studies are presented showing how TeleWare's solutions have provided cost-effective communications and improved customer service for various organizations.
Optimizing Your Communications In A Recession Wp090993Erik Ginalick
Optimizing communications during an economic recession can help businesses reduce costs and improve productivity. Focusing on voice over IP telephony, mobility solutions, conferencing technologies, and new applications allows businesses to improve collaboration, shorten product development cycles, and reduce costs. Conducting communications audits, exploring alternative provider options, deploying cost-saving technologies like teleworking, and developing an online presence are tactics that can help drive operational efficiencies using communications solutions.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
This document discusses call center solutions from Poltys including call center software, IVR, call recording, agent desktop applications, and professional services. The call center software allows for real-time monitoring of agents, customizable reporting, and integration with other applications. Professional services help integrate the call center software with CRM systems to improve agent efficiency and reduce hold times for customers.
The document discusses unified communications and the challenges of implementing a unified communications solution for an enterprise. It notes that while unified communications have been advancing, many enterprises remain resistant to adopting these solutions. It also discusses the various options for an enterprise's unified communications infrastructure, including keeping it internal, outsourcing, using a hosting solution, cloud computing, or a hybrid approach. The conclusion emphasizes the importance of choosing a solution that meets the specific needs and realities of an organization and its users.
A company was incorporated a decade ago to develop niche telecom solutions with a focus on telephony product development and staying ahead in technology. It has made huge investments in R&D and personnel and has had several successes, such as launching commercial-grade middleware and voice mail systems. More recently, it has worked to build applications that integrate voice, video, and data across networks to streamline business processes.
Beagle research moving your on-premise contact center to the clouddebm_madronasg
- Cloud-based contact centers offer lower total cost of ownership, more deployment options, and better service results compared to on-premise contact center systems.
- Modern cloud-based contact centers provide improved customer service capabilities through tools like integrated knowledge bases, social media integration, and better agent productivity.
- Cloud platforms reduce IT management needs and make systems more configurable, customizable, scalable, and able to easily support new locations or users without additional hardware or software costs compared to on-premise systems.
The document discusses cloud services provided by NEC including UCaaS, BaaS, and video collaboration. UCaaS provides phone, messaging, video conferencing and contact center tools through the cloud to improve flexibility. BaaS protects customer data through encryption and disaster recovery services. Moving to NEC's cloud services reduces costs compared to on-premise systems and allows businesses to scale services up or down as needed.
Similar to Connections Vendor Spotlight AMTELCO (20)
miSecureMessages presentation for NAEO 2018AMTELCO
miSecureMessages is a secure HIPAA compliant two-way text messaging and pager replacement app for Hospitals, Healthcare organizations, and Telephone Answering Services
This document provides a summary of progress and future directions for an emergency dispatch software system. It outlines recent and upcoming releases with new features like secure delivery apps, agent enhancements, skill-based call routing. The goals are to better utilize agents, improve quality, and gain new revenue streams. Future integrations with hospital systems and a mobile team collaboration app are discussed. It concludes with an in-progress report on new applications like ClientTell for outbound calling using soft switch technology.
HIPAA secure text messaging - miSecureMessagesAMTELCO
miSecureMessages is a mobile app that works with most mobile devices and allows users to send encrypted messages from a web portal or from device to device. miSecureMessages is used by clinicians to secure Protected Health Information (PHI) when sending messages. To find out additional information contact Amtelco at 800-356-9148 or visit the website at https://misecuremessages.com/
Amtelco June 2010 webinar on Infinity Contact-Based Architecture NewAMTELCO
This webinar discussed Contact Based Architecture, which leverages Intelligent Series applications like IS Directory, IS Directory Contacts, IS Directory On-Call Scheduling, IS Appointment Scheduling, and IS Web Services. It shifts from account-based to contact-based messaging, dispatching, and scheduling. The webinar covered how to build an IS Directory, automate updates, link scripts to retrieve contacts, update scripts for contact dispatching, use on-call and appointment scheduling, take advantage of new web scripting features, and provide mobile scheduling apps. Contact Based Architecture forms the foundation for these applications.
The document provides an overview of new tools and features from Amtelco, including updates to the Infinity and Intelligent Series platforms. Key points include new releases of Infinity 5.51 and 5.6 that add features like two-way SMS, dashboards, and VoIP capabilities. Intelligent Series 5.51 and 5.6 are also highlighted along with contact-based architecture tools. New applications like B2B Agent and iPhone apps are presented.
The document discusses various intelligent series products from 1Call including: IS Directory for contact based architecture, IS On Call for on-call scheduling stored in SQL Server with contact info for employees, IS Web On Call for designing scripts for paging or updating client info, appointment scheduling integrated with scripts and launched from schedules, and on team scheduling to automate scheduling processes and track shifts worked.
1Call HIMSS 2010 - Hospital Call Center, Attendant Console for Operator Servi...AMTELCO
This document summarizes communication solutions from 1Call/AMTELCO for hospitals. It describes how their solutions can improve internal and external communication, integrate with medical records, reduce errors, increase productivity and streamline processes. Specific solutions highlighted include call center software, speech recognition, appointment reminders, notifications, on-call scheduling, physician referral, and testimonials from customers like Loma Linda University Healthcare praising 1Call's flexibility and ability to reduce call times and errors.
1Call 2010 Leadership Conference and Training Seminar NewAMTELCO
This document summarizes new features and updates to 1Call's flagship call management system called Infinity. Key updates include a new version 5.6 release, expanded login capabilities, two-way text messaging, improved dashboards and reporting. It also outlines updates to their Intelligent Series applications including improved scripting, scheduling, directories and dispatching tools. New notification and automation products like Red Alert and Onteam scheduling are highlighted. The document concludes by outlining 1Call's long term direction of migrating more products to a centralized, software-based and virtualized platform.
AMTELCO is a trusted supplier of communications applications and software solutions for call centers for over 36 years. They operate in 50 US states and over 40 countries, processing millions of communications daily via their cloud-based infrastructure. The presentation promotes miSecureMessages, AMTELCO's secure messaging solution that allows encrypted messaging between devices and complies with HIPAA. It features quick messaging, priority alerts, on-call integration and is available as a cloud-based or on-site solution.
This document discusses opportunities for call centers from Amtelco, including:
1) Virtual call centers using cloud-based solutions and remote agents will become more prevalent and offer more flexibility than traditional call centers.
2) Amtelco offers cloud-based applications that can be used on any platform, including secure messaging and notification, on-call scheduling, and appointments applications.
3) Business continuity solutions are important for call centers, and partnering with a vendor like Amtelco can help provide redundancy and disaster recovery.
1Call designs and implements call center, smart PC based PBX console, paging and communications systems in hospitals, clinics and other healthcare organizations.
Valley Health – Winchester Medical Center Using Automation to Improve Patient...AMTELCO
Helping patients manage their
pain is important to every healthcare
facility. Being able to monitor
and record each patient’s
pain level on an ongoing basis
can be challenging, as it takes a
large amount of a nurse’s time.
According to Lorraine Leake,
Director of the Transfer Center
and Communications at Valley
Health, the ongoing charting
“takes away time from the patient,
so anything we can do to
help the nurse, so they are doing
more bedside. That is our goal.”
HIMSS 2011 "RED ALERT Emergency and Event Notification"AMTELCO
RED ALERT is an emergency and event notification system that was developed by AMTELCO and is being used by healthcare organizations, education, government agencies, military and general businesses. RED ALERT notifies small or large groups of people quickly on any mobile communications device.
miOnCall-Oncall Scheduling for Clinics, Hospitals and Healthcare OrganizationsAMTELCO
miOnCall is a subscription based on call scheduling solution for clinics, hospitals and large healthcare organizations. For additional information visit https://mioncall.com/
miSecureMessages is a secure, cloud-based messaging and notification application that sends encrypted messages to mobile devices. It allows users to send encrypted messages and files to recipients, provides delivery and read receipts, and customizable alert settings. The application aims to replace outdated paging systems while protecting sensitive patient information as required by HIPAA.
Introduction of Cybersecurity with OSS at Code Europe 2024Hiroshi SHIBATA
I develop the Ruby programming language, RubyGems, and Bundler, which are package managers for Ruby. Today, I will introduce how to enhance the security of your application using open-source software (OSS) examples from Ruby and RubyGems.
The first topic is CVE (Common Vulnerabilities and Exposures). I have published CVEs many times. But what exactly is a CVE? I'll provide a basic understanding of CVEs and explain how to detect and handle vulnerabilities in OSS.
Next, let's discuss package managers. Package managers play a critical role in the OSS ecosystem. I'll explain how to manage library dependencies in your application.
I'll share insights into how the Ruby and RubyGems core team works to keep our ecosystem safe. By the end of this talk, you'll have a better understanding of how to safeguard your code.
Let's Integrate MuleSoft RPA, COMPOSER, APM with AWS IDP along with Slackshyamraj55
Discover the seamless integration of RPA (Robotic Process Automation), COMPOSER, and APM with AWS IDP enhanced with Slack notifications. Explore how these technologies converge to streamline workflows, optimize performance, and ensure secure access, all while leveraging the power of AWS IDP and real-time communication via Slack notifications.
Ocean lotus Threat actors project by John Sitima 2024 (1).pptxSitimaJohn
Ocean Lotus cyber threat actors represent a sophisticated, persistent, and politically motivated group that poses a significant risk to organizations and individuals in the Southeast Asian region. Their continuous evolution and adaptability underscore the need for robust cybersecurity measures and international cooperation to identify and mitigate the threats posed by such advanced persistent threat groups.
Ivanti’s Patch Tuesday breakdown goes beyond patching your applications and brings you the intelligence and guidance needed to prioritize where to focus your attention first. Catch early analysis on our Ivanti blog, then join industry expert Chris Goettl for the Patch Tuesday Webinar Event. There we’ll do a deep dive into each of the bulletins and give guidance on the risks associated with the newly-identified vulnerabilities.
Monitoring and Managing Anomaly Detection on OpenShift.pdfTosin Akinosho
Monitoring and Managing Anomaly Detection on OpenShift
Overview
Dive into the world of anomaly detection on edge devices with our comprehensive hands-on tutorial. This SlideShare presentation will guide you through the entire process, from data collection and model training to edge deployment and real-time monitoring. Perfect for those looking to implement robust anomaly detection systems on resource-constrained IoT/edge devices.
Key Topics Covered
1. Introduction to Anomaly Detection
- Understand the fundamentals of anomaly detection and its importance in identifying unusual behavior or failures in systems.
2. Understanding Edge (IoT)
- Learn about edge computing and IoT, and how they enable real-time data processing and decision-making at the source.
3. What is ArgoCD?
- Discover ArgoCD, a declarative, GitOps continuous delivery tool for Kubernetes, and its role in deploying applications on edge devices.
4. Deployment Using ArgoCD for Edge Devices
- Step-by-step guide on deploying anomaly detection models on edge devices using ArgoCD.
5. Introduction to Apache Kafka and S3
- Explore Apache Kafka for real-time data streaming and Amazon S3 for scalable storage solutions.
6. Viewing Kafka Messages in the Data Lake
- Learn how to view and analyze Kafka messages stored in a data lake for better insights.
7. What is Prometheus?
- Get to know Prometheus, an open-source monitoring and alerting toolkit, and its application in monitoring edge devices.
8. Monitoring Application Metrics with Prometheus
- Detailed instructions on setting up Prometheus to monitor the performance and health of your anomaly detection system.
9. What is Camel K?
- Introduction to Camel K, a lightweight integration framework built on Apache Camel, designed for Kubernetes.
10. Configuring Camel K Integrations for Data Pipelines
- Learn how to configure Camel K for seamless data pipeline integrations in your anomaly detection workflow.
11. What is a Jupyter Notebook?
- Overview of Jupyter Notebooks, an open-source web application for creating and sharing documents with live code, equations, visualizations, and narrative text.
12. Jupyter Notebooks with Code Examples
- Hands-on examples and code snippets in Jupyter Notebooks to help you implement and test anomaly detection models.
Best 20 SEO Techniques To Improve Website Visibility In SERPPixlogix Infotech
Boost your website's visibility with proven SEO techniques! Our latest blog dives into essential strategies to enhance your online presence, increase traffic, and rank higher on search engines. From keyword optimization to quality content creation, learn how to make your site stand out in the crowded digital landscape. Discover actionable tips and expert insights to elevate your SEO game.
Nunit vs XUnit vs MSTest Differences Between These Unit Testing Frameworks.pdfflufftailshop
When it comes to unit testing in the .NET ecosystem, developers have a wide range of options available. Among the most popular choices are NUnit, XUnit, and MSTest. These unit testing frameworks provide essential tools and features to help ensure the quality and reliability of code. However, understanding the differences between these frameworks is crucial for selecting the most suitable one for your projects.
How to Interpret Trends in the Kalyan Rajdhani Mix Chart.pdfChart Kalyan
A Mix Chart displays historical data of numbers in a graphical or tabular form. The Kalyan Rajdhani Mix Chart specifically shows the results of a sequence of numbers over different periods.
Building Production Ready Search Pipelines with Spark and MilvusZilliz
Spark is the widely used ETL tool for processing, indexing and ingesting data to serving stack for search. Milvus is the production-ready open-source vector database. In this talk we will show how to use Spark to process unstructured data to extract vector representations, and push the vectors to Milvus vector database for search serving.
A Comprehensive Guide to DeFi Development Services in 2024Intelisync
DeFi represents a paradigm shift in the financial industry. Instead of relying on traditional, centralized institutions like banks, DeFi leverages blockchain technology to create a decentralized network of financial services. This means that financial transactions can occur directly between parties, without intermediaries, using smart contracts on platforms like Ethereum.
In 2024, we are witnessing an explosion of new DeFi projects and protocols, each pushing the boundaries of what’s possible in finance.
In summary, DeFi in 2024 is not just a trend; it’s a revolution that democratizes finance, enhances security and transparency, and fosters continuous innovation. As we proceed through this presentation, we'll explore the various components and services of DeFi in detail, shedding light on how they are transforming the financial landscape.
At Intelisync, we specialize in providing comprehensive DeFi development services tailored to meet the unique needs of our clients. From smart contract development to dApp creation and security audits, we ensure that your DeFi project is built with innovation, security, and scalability in mind. Trust Intelisync to guide you through the intricate landscape of decentralized finance and unlock the full potential of blockchain technology.
Ready to take your DeFi project to the next level? Partner with Intelisync for expert DeFi development services today!
TrustArc Webinar - 2024 Global Privacy SurveyTrustArc
How does your privacy program stack up against your peers? What challenges are privacy teams tackling and prioritizing in 2024?
In the fifth annual Global Privacy Benchmarks Survey, we asked over 1,800 global privacy professionals and business executives to share their perspectives on the current state of privacy inside and outside of their organizations. This year’s report focused on emerging areas of importance for privacy and compliance professionals, including considerations and implications of Artificial Intelligence (AI) technologies, building brand trust, and different approaches for achieving higher privacy competence scores.
See how organizational priorities and strategic approaches to data security and privacy are evolving around the globe.
This webinar will review:
- The top 10 privacy insights from the fifth annual Global Privacy Benchmarks Survey
- The top challenges for privacy leaders, practitioners, and organizations in 2024
- Key themes to consider in developing and maintaining your privacy program
Generating privacy-protected synthetic data using Secludy and MilvusZilliz
During this demo, the founders of Secludy will demonstrate how their system utilizes Milvus to store and manipulate embeddings for generating privacy-protected synthetic data. Their approach not only maintains the confidentiality of the original data but also enhances the utility and scalability of LLMs under privacy constraints. Attendees, including machine learning engineers, data scientists, and data managers, will witness first-hand how Secludy's integration with Milvus empowers organizations to harness the power of LLMs securely and efficiently.
Dive into the realm of operating systems (OS) with Pravash Chandra Das, a seasoned Digital Forensic Analyst, as your guide. 🚀 This comprehensive presentation illuminates the core concepts, types, and evolution of OS, essential for understanding modern computing landscapes.
Beginning with the foundational definition, Das clarifies the pivotal role of OS as system software orchestrating hardware resources, software applications, and user interactions. Through succinct descriptions, he delineates the diverse types of OS, from single-user, single-task environments like early MS-DOS iterations, to multi-user, multi-tasking systems exemplified by modern Linux distributions.
Crucial components like the kernel and shell are dissected, highlighting their indispensable functions in resource management and user interface interaction. Das elucidates how the kernel acts as the central nervous system, orchestrating process scheduling, memory allocation, and device management. Meanwhile, the shell serves as the gateway for user commands, bridging the gap between human input and machine execution. 💻
The narrative then shifts to a captivating exploration of prominent desktop OSs, Windows, macOS, and Linux. Windows, with its globally ubiquitous presence and user-friendly interface, emerges as a cornerstone in personal computing history. macOS, lauded for its sleek design and seamless integration with Apple's ecosystem, stands as a beacon of stability and creativity. Linux, an open-source marvel, offers unparalleled flexibility and security, revolutionizing the computing landscape. 🖥️
Moving to the realm of mobile devices, Das unravels the dominance of Android and iOS. Android's open-source ethos fosters a vibrant ecosystem of customization and innovation, while iOS boasts a seamless user experience and robust security infrastructure. Meanwhile, discontinued platforms like Symbian and Palm OS evoke nostalgia for their pioneering roles in the smartphone revolution.
The journey concludes with a reflection on the ever-evolving landscape of OS, underscored by the emergence of real-time operating systems (RTOS) and the persistent quest for innovation and efficiency. As technology continues to shape our world, understanding the foundations and evolution of operating systems remains paramount. Join Pravash Chandra Das on this illuminating journey through the heart of computing. 🌟
Main news related to the CCS TSI 2023 (2023/1695)Jakub Marek
An English 🇬🇧 translation of a presentation to the speech I gave about the main changes brought by CCS TSI 2023 at the biggest Czech conference on Communications and signalling systems on Railways, which was held in Clarion Hotel Olomouc from 7th to 9th November 2023 (konferenceszt.cz). Attended by around 500 participants and 200 on-line followers.
The original Czech 🇨🇿 version of the presentation can be found here: https://www.slideshare.net/slideshow/hlavni-novinky-souvisejici-s-ccs-tsi-2023-2023-1695/269688092 .
The videorecording (in Czech) from the presentation is available here: https://youtu.be/WzjJWm4IyPk?si=SImb06tuXGb30BEH .
1. JUNE 2011
VOLUME 19, NUMBER 5
PLUS…
CHALLENGES WITH SPEECH ANALYTICS • MAKE SENSE OF
“SLANGUAGE” • WHAT ARE YOUR PROSPECT’S THREE FEARS?
2. More Revenue-Producing Op
More Revenue-Producing Opportunities
Opportunities
from AMTELCO!
from AMTELCO!
See What’s New at the ATSI Conference in San Antonio, TX, June 14-17, 2011
See What’s New at the ATSI Conference in San Antonio, TX, June 14-17, 2011
Cloud-Based Applications
Work with ANY Platform!
Your Vendor of Choices including: FREE AMTELCO University–at ATSI
APPLICATIONS THAT WORK
WITH ANY PLATFORM
3. Vendor Spotlight: Amtelco
More Choices = More Flexibility + More Revenue
By Tom Curtin coming years, especially as an element of the consolidation
that is taking place in the call center industry. Virtual call
T
he only constant in life and in business is change. We centers are more flexible than traditional call centers, which
are continually being pushed by clients to offer more are constrained by their location, floor space, and physical
choices for enhanced services to meet their unique agent positions.
business objectives. Clients don’t care about the technology Virtual call centers will utilize colocated call center
utilized to run our call centers as long as they feel we’ll be solutions and remote agents. Use of a colocated call center
there when they need us. They’re focused more on the services solution frees the call center from the physical constraints and
we provide for them. That’s where each call center has the overhead costs of a building, equipment room, and backup
opportunity to distinguish itself from the competition. power devices. The use of remote agents eliminates physical
There are so many choices that sometimes it’s hard to floor space requirements, heating and cooling, break rooms,
choose one direction in which your business can grow, reduce and agent computers. More importantly, employing remote
expenses, or add revenue. Amtelco has product categories to agents allows much more flexible hour-by-hour staffing,
make it easier to talk about and determine which solutions greatly minimizing the biggest nonessential expense a call
make sense for your call center. center faces, the overhead of idle labor.
For call centers that are happy with their on-site solutions,
there are still lots of ways that advances in technology can Cloud-Based Applications
improve the reliability of your operation and potentially Amtelco cloud-based applications can
increase your revenue. be used on any system with screen pop
capability. Choosing applications that use
Choose a Category and Grow at cloud computing yields benefits such as
http://callcenter.amtelco.com/features reducing run and response times, as well as
minimizing the purchase and deployment of physical
System & Switching infrastructure. Cloud-based applications offer energy
Amtelco’s Infinity Intelligent Series efficiency, flexibility, simplified systems administration,
continues to add revenue-producing features consumption-based pricing, and most of all, they limit the
and services for businesses to easily accommodate footprint of the data center. Additionally, subscription/rental
their clients’ evolving needs. At the same time, programs allow call centers to increase monthly revenue by
the Intelligent Series provides “six nines” reselling cloud-based applications.
uptime that enables you and your sales staff to meet your One such option is miSecureMessages, a secure,
business growth goals. cloud-based messaging and notification application that sends
Amtelco developed the Intelligent Soft Agent to interface encrypted messages to BlackBerry®, iPhone®, iPad™, and
with software-based switching systems, and it has been in the Android™ mobile devices. With the continually increasing
field for more than two years. Amtelco’s Soft Agent also number of mobile devices, miSecureMessages uses the
interfaces with switches provided by Asterisk, Cisco, Avaya, convenience of mobile technology, eliminates pager expenses,
Mitel, NEC, Nortel, and Siemens. and adds security to keep information safe. For healthcare
There are many positive features to soft switching, and organizations, securing patient information is required by
there are many clear benefits to your ongoing business. HIPAA and HITECH regulations.
Amtelco’s Soft Agent is switch-independent and utilizes the Another application is miOnCall, a powerful, flexible,
same Intelligent Series family of applications such as IS and secure cloud-based on-call scheduling application that is
scripting, IS OnCall, IS Web, IS appointment taking, and IS used to assign and view schedule coverage, dispatch
contact-based architecture. This switch-independent trend messages, schedule contacts, and manage and extend on-call
gives call center owners much more flexibility in selecting schedule information to physicians and staff via Web access.
switching platforms and opens up the opportunity to connect Third is miAppointments, another cloud-based application
directly to client PBXs and ACDs. that provides mobile and Web access to schedules and
Virtual call centers will become more prevalent in the appointments. Call center clients can connect to the schedule
12 • JUNE 2011 www.connectionsmagazine.com • Connections Magazine
4. using miAppointments to see and set their schedules. scripting engines.
Additionally, appointments can be forwarded to the clients’ Scripting shifts the burden of making decisions away
personal calendar applications. Call centers can also add new from frontline agents and puts it in the hands of supervisors
revenue by reselling miAppointments subscriptions to their and managers who can work with clients to determine and
clients. agree on the optimum call flow. The role of scripting will
continue to expand, and it will grow to include scripting of
Business Continuity the dispatch process and Web-connectivity to client systems.
Business continuity has become a major Amtelco’s Intelligent Series (IS) Web scripting provides
focus of the call center industry across all call centers with a one-click method to provide Web-based
vertical markets, and this trend will continue. demonstrations of new scripts for clients; it also can be used
Business continuity solutions may be put in to provide clients’ customers with script-driven data
place by call centers within their infrastructure collection applications using only a Web browser.
to provide redundancy of essential call center components.
Solutions also may be implemented by partnering with a Web-Enabled & Mobile
vendor on hosted disaster recovery solutions. Call centers can offer clients access to their
A recent example of the power of partnering with a call services without agent involvement through the
center vendor for disaster recovery is the situation that Internet or an intranet. Web applications are
occurred at a Chicago-area call center that lost all telephone available for on-call scheduling, appointment
connectivity for several days when a major cable was cut by a taking, reports, messages, directory information,
construction crew. The call center worked with its phone and contact information using Amtelco’s Intelligent Series
carrier to quickly redirect calls to Amtelco’s emergency Web features.
backup system in McFarland, Wisconsin. This kept the call Call center clients can connect to the call centers’
center in business during a situation that lasted for days and schedules using the IS mobile/Web applications to see and set
would have otherwise been catastrophic. Every call center their schedules.
should be making such business continuity plans. Change is inevitable and not to be feared. It’s one of the
exciting things about the call center industry. We are
Messaging & Scripting constantly forced to reshape our businesses to meet
Call centers have always guided agents ever-changing client demands. I guess that’s why we like
through call flows. In the past, this was done what we do so much. ¤
by reading instructions and having agents to
make on-the-fly decisions. The new model
for call flow guidance uses sophisticated
Tom Curtin is the president
of Amtelco and son of the
founder, William Curtin. For
more growth opportunity cate-
gories to choose from, go to
http://callcenter.amtelco.com/
features.
This year Amtelco is celebrating its 35-year tradition of excellence
and call center innovation. Amtelco’s three major divisions,
TAS call center, 1Call healthcare, and XDS digital switching, form
a winning combination, backed by an esteemed service and
support department.
Connections Magazine • www.connectionsmagazine.com JUNE 2011 • 13