Amcom Software. Who is Amcom Software? E x e c u t i v e O v e r v i e w

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1 E x e c u t i v e O v e r v i e w Amcom Software Who is Amcom Software? What We Do Amcom Software provides software that speeds communications in order to save lives. Leading organizations rely on Amcom s enterprise-wide systems because they need to automate, centralize, and standardize missioncritical communications. Amcom s solutions support both day-to-day business operations and emergency or event-driven communications with speed, accuracy, and productivity. Amcom Customers Amcom systems are used at more than 3,000 customer locations in hospitals, colleges and universities, hotels and resorts, casinos, government agencies, public safety institutions, manufacturers, and assisted living facilities. Why Do People Buy Software from Us? To save lives and reduce costs. Organizations require effective communication systems to support internal and external demands with flexibility, control and accuracy. Leaders in healthcare and hospitality, education, government, and business are searching for strategies to cut communications costs and improve productivity while ensuring business continuity and the safety and security of their customers and staff. With thousands of enterprise-level installations in place, Amcom s proven technology platform, applications, and expert services support many of the most vital communication systems and processes in the world. Amcom Customers Include: Banner Health System Bay Area Rapid Transit (BART) Caesar s Palace Las Vegas CareOne Cedars-Sinai Medical Center Children s Hospital Boston Children s Hospital of Philadelphia Cleveland Clinic Coca-Cola Duke University Erie County Fire Department Golden Pond Retirement Community Medical University of South Carolina Memorial Sloan-Kettering Cancer Center Microsoft Corporation NASA New South Wales Public Safety Safeway Stanford University Medical Center St. John of God Hospital in Australia The United States Marines The Venetian Time Inc. U.S. Department of the Army University of Chicago Hospitals Wayne Memorial Hospital Wynn Casino-Macau Yale University

2 What sets Amcom apart? Industry Leader Used by the best the two largest software companies in the world, the highest levels of the U.S. government, top entertainment and recreation companies and 16 of the 19 top hospitals in the United States rely on Amcom for their mission-critical communications Financially sound with healthy growth and profitability Broadest Product Suite Amcom provides four, seamlessly integrated suites of solutions: complete call center management, emergency management, mobile messaging middleware, and paging infrastructure. The products you want now are available from one provider and we re developing more all the time. Choices Your investment is protected in the future, regardless of computing platform, PBX system conversion or addition of VoIP system. Windows or Linux SQL Server or Oracle Broadest array of PBX systems supported All industry paging protocols supported Strong interoperability with other systems Strong Security You don t have to worry about your system being compromised and sensitive data being stolen. JITC certified Amcom has passed this extremely stringent security certification used by the highest offices of the U.S. government Excellent Support You have peace of mind knowing your solution will be implemented with precision and expertise, and assistance is a phone call away once your application is live. Support is 24/7, 365 days a year Company uses Amcom Implementation Methodology (AIM), a proven implementation approach to ensure system success Comprehensive training on-site, classroom, and online Enterprise Architecture High reliability and scalability mean less downtime, you won t suffer from slow response, and you won t outgrow the system. Supports high volume one of the reasons 16 of the 19 top hospitals rely on Amcom Supports clustering VMware compliant Supports storing data on customer SAN JITC certified Supports single sign on (SSO) Supports centralized and multi-site environments Amcom Software, Inc All Rights Reserved.

3 Solution Overview OPerator Console Enable call center staff to respond more quickly, be more productive, reduce expenses, adhere to standard processes, and improve customer service. Amcom Smart Console : Provide exactly the right information for operators to process calls at their computers, with just a few keystrokes. Operators can perform directory searches, paging, and messaging quickly and accurately, while features such as pre-recorded greetings ensure that calls are handled professionally. This reduces operator fatigue and keeps operators from repeating their greeting for every call. Smart Console applications provide efficient operations through screen-based interactive functions, including automatic displays of incoming calls, single-button call transfers, conferencing, speed dialing, and other telephony functions. Windows-based management utilities provide easy access to database information and staff tracking options. This solution runs on the Amcom platform. Amcom XpressDesk : Hospitality properties understand the need to continually improve service to stand out as a vacation destination or in the meeting, incentive, convention, and exhibition business. Guest service begins with the first phone call and the importance of your property s call center increases once the guest is on site. Amcom Software tools enable call center representatives to serve as a concierge group and provide the level of service expected by both the guest and your management. XpressDesk enables call center staff to respond more quickly, be more productive, reduce expenses, adhere to standard procedures, and improve the overall guest experience. This solution runs on the Xtend platform. Amcom MediCall : Best in Class healthcare organizations recognize that a patient s initial phone experience and ongoing handling of their information needs directly impact overall customer service ratings. Amcom Software s industry-leading solutions enable call center staff to respond more quickly, be more productive, reduce expenses, adhere to standard processes, and improve customer service. Amcom s operator console solutions direct operators through important tasks, including quickly handling emergency codes, with easy-touse screens that include all the necessary information to process communications efficiently and effectively. This solution runs on the Xtend platform. Amcom AnswerPro : Providing high-quality and effective call center services can be a challenge for any corporation. From international, multi-level organizations to shared, tenant suite environments, AnswerPro is the tool used by companies needing an all-in-one corporate communications center. Our AnswerPro system enables call center staff to respond more quickly, be more productive, reduce expenses, adhere to standard procedures and improve each caller s overall experience. This solution runs on the Xtend platform.

4 Enterprise Web Communication Keep personnel and scheduling information current by allowing qualified users to log on anywhere, anytime to perform a variety of important updates, do scheduling, send messages, and perform directory searches. Expand your system s capabilities beyond your operator group, allowing the call center to focus on offering better customer service or other revenue-driving activities. Amcom Smart Web : An easy-to-use, self-service portal that enables staff scheduling and communication administration capabilities. From any Web browser, authorized staff can access and maintain directory information, on-call schedules, and messaging. This solution runs on the Amcom platform. Amcom WebXchange : A self-service communications portal used by leading organizations in industries such as healthcare and hospitality. WebXchange enables qualified users to log in anywhere at any time via Web browser under password protection. By accessing the system, a user may update their own schedule, view the schedule of others, perform directory searches and send messages and pages. This solution runs on the Xtend platform. Speech Recognition Enable your organization to process routine phone requests including directory assistance, messaging, and paging independent of live operators and with more ease-of-use than touchtone. Calls can be processed for as little as onetwelfth the cost of operator-assisted calls. Amcom Smart Speech : Prompts callers to say the person, department, or information for which they re searching. The system listens, finds the information in the database, and performs the appropriate transaction. Smart Speech handles calls quickly, 24 hours a day, seven days a week. Calls are answered in the manner you define in a polite, fresh voice every time. Employees value the ease with which they can locate each other, manage and access directory information, and set preferences for handling calls all through naturally spoken requests. Callers appreciate how easy it is to get information, reach extensions, leave messages, and send pages without having to memorize numbers or press touchtone sequences. This solution runs on the Amcom platform. Amcom ised : Provides the tools required to offer the best possible balance of service and efficiency to your callers. ised offloads repeat caller, vendor, and staff telephone traffic, allowing your call center to provide improved customer service. Callers are able to navigate the telephone system quickly and efficiently because they can directly ask for the information they need. This solution runs on the Xtend platform. Call Accounting Provide a wealth of information about every call being made and received by your organization. The information can be formatted and used to analyze voice network resources, employee telephone usage, and bill-back information. Amcom Eclipse : Features automatic report scheduling, integrated distribution and powerful filtering and sorting capabilities. Eclipse can also track third-party billing charges (cell phones, pagers, etc.) and provide up-to-the-minute monitoring, including remote site polling via the Internet. Other capabilities include built-in toll fraud alarms, tenant and account code billing, a directory import scheduler, and more than 20 report export formats. This solution runs on all platforms. Amcom Software, Inc All Rights Reserved.

5 Call Center Recording and Quality Management Easily record, monitor, and score your operator s conversations. This attention to detail allows you to better manage calls, helping improve customer service. Amcom MediaSTAR : Records all calls in and out of your call center, simultaneously enabling supervisors to monitor agent conversations in real time. The solution provides tools to score agents call handling performance in a number of categories. The result is a clear view of how to improve the quality of the customer experience. MediaSTAR integrates with the Amcom and Xtend console product lines, or can be used as a stand-alone application. This solution runs on all platforms. Amcom STARchive : Adds on-demand call recording to your telecommunications network through the conferencing facility native to the PBX. It also gives mobile employees the ability to document conversations while traveling and enables sharing of call content throughout the organization. This solution runs on all platforms. 911 Public Safety Enable more accurate and faster emergency dispatching by giving public safety answering point (PSAP) call takers the speed and flexibility to field emergency calls. It s flexible enough to help you incorporate future needs as they arise, yet reliable enough to handle your most important function answering and dispatching 911 calls. Amcom pc/psap : Gives PSAP call takers an easy-to-use, standards-based graphical interface that integrates the underlying phone system, database utilities, mapping systems, and other resources to put critical information and tasks at the call taker s fingertips. Police, Fire, EMS, and Haz Mat personnel can be instantly involved in the call with a single click of the mouse or touch of the screen. This solution runs on the Xtend platform. Emergency Notification Manage emergency notifications by sending a tailored mass notification, or conduct full incident communications management, including activation of specific teams and individuals, as well as ongoing management, collaboration, and communications. Amcom e.notify : Enables you to deliver the right information to the right people at the right time for any critical event. It quickly and reliably initiates, monitors, and manages notifications of all types, automatically delivering the message, collecting the responses, escalating if needed, and logging all activities for reporting and analysis. Enables defining notification procedures on the fly or via standard templates. Allows creation of templates containing any number of steps with associated groups, messages, and queries. Initiate notifications via the Web or phone, delivering notifications to various devices, including phones, pagers, PDAs, , and fax. Collects responses from recipients to any number of questions and automatically sends subsequent notifications if required, based on respondents answers. Provides both summary and detailed reports of all notification and response actions. This solution runs on all platforms. Amcom Flash Alert : An interactive mass messaging solution that can send a single message to a mass audience or send vast amounts of individualized messages to a population while tracking recipient responses as required. Flash Alert will broadcast to a wide variety of end points, including wireless devices, numeric and alphanumeric pagers, home, office, and cellular telephones, as well as and networked LCD display panels. Multiple methods of notification can be assigned to each individual, and a priority level for each method indicated. This solution runs on both the Amcom and Xtend platforms.

6 Enhanced 911 (E911) Direct emergency personnel to a caller s exact location, ensuring speed, accuracy, safety, and reliability. Reassure employees, staff, and guests that your organization is taking the ethical and legal steps to help maintain a safe working environment. Amcom Enterprise Alert : Meets and exceeds E911 compliance legislation for TDM as well as VoIP static and dynamic end points, end point tracking and discovery, nomadic VoIP users, and providing automatic number identification (ANI) and automatic location identification (ALI) information. Maintains ALI database by automatically tracking and maintaining your organization s moves, adds, and changes. Improves emergency response time by directing emergency personnel more accurately to the 911 caller s location. On-site security can receive real-time notification of 911 events, allowing them to direct first responders, assist with traffic, or help protect others in the area. This solution runs on all platforms. Amcom Site Alert : Enhanced 911 products that give you the tools you need to help protect people when there is an emergency. By pinpointing a 911 caller s location, Amcom Site Alert helps your PBX provide vital, lifesaving information to the 911 public safety network and notifies on-site personnel that an emergency call is in progress. This allows for an immediate and accurate first response. This solution runs on all platforms. Wireless Messaging Middleware The Amcom Commtech Messenger and Fusion series solutions connect critical data sources, such as nurse call alarms and patient monitors, to the right people on their preferred device. Given an increasingly mobile workforce, simple beeps and alarms no longer suffice. This improves staff efficiency, patient safety, and staff and patient satisfaction. Nurse Call: Integration of nurse call systems with wireless telephones or pagers improves staff productivity, reduces response times to patient requests, helps increase overall patient satisfaction, and improves nurse satisfaction because of a sharp cut in nurse walk time. Offers two-way communication for patients and nurses. These solutions run on all platforms. Patient Monitoring: Amcom s solutions offer secondary notification to nurses as a safety net to ensure that critical patient conditions are triaged in real time and responded to in an effective manner. Provides immediate notification to nursing staff, ensuring faster responses and increased patient satisfaction while minimizing response times to life-threatening situations. These solutions run on all platforms. Alarm Management: Alarm management solutions provide immediate notification of a variety of alarms, such as security or fire systems, to any number of mobile devices. In addition, the solutions send alarms to your team of operators. Provides the ability to act right away and minimize any potential damage, litigation, or losses. Amcom s solutions provide comprehensive reporting of all events. In addition, Amcom s reporting system is able to provide information from multiple messaging systems involving multiple sites, enabling the comparison of events and staff response times across your entire enterprise. These solutions run on all platforms. Amcom Software, Inc All Rights Reserved.

7 Paging and Paging Infrastructure Solutions from the Commtech Wireless division of Amcom Software help ensure reliable and cost-effective communication through the right paging systems. These let you cut costs, increase messaging speed, and provide greater reliability. Paging: Amcom provides a wide range of pagers that can work on your existing on-site or wide-area paging infrastructure. This includes both POCSAG and FLEX pagers, tone only pagers, numeric pagers and alphanumeric pagers. Intrinsically safe and ATEX-approved pagers are also available for hazardous environments. These solutions run on all platforms. Paging Infrastructure: Amcom is the only company in the world that provides turnkey paging solutions where every component is designed and delivered by a single manufacturer. This includes a complete, private, on-site paging system infrastructure that ensures quick message reception and no monthly charges. These solutions run on all platforms. Guest Paging: On-site alert paging to visiting clients or patients for small-area networks, such as emergency room wait areas, same-day surgery centers, outpatient clinics, restaurant waiting areas, and any other location where people need to be contacted after a brief wait. This system uses coaster pagers to alert a patient or family member when they are ready to be served. By leveraging these systems, you recognize compelling benefits like easing waiting room congestion, eliminating annoying overhead PA noise, ensuring patient privacy, and reducing patient anxiety. These solutions run on all platforms. Bottom Line Every day leaders in healthcare, hospitality, education, government, and other large businesses, rely on Amcom s robust systems to speed the vital communications that save lives, improve customer service, and cut costs. Amcom s historic commitment to its customers and technology solutions has resulted in the industry s widest and deepest suite of mission-critical communication solutions. For more information, call or visit Benefits Recap Automate operator services Improve safety Improve customer service Centralize data Make call processing more efficient Consolidate personnel and resources Replace paper and manual processes Standardize systems and processes Reduce operational costs Improve performance and morale Provide self-service for directory updating and scheduling Alleviate operator burden Automate event-driven communications Track response in emergencies Measure call center performance Measure emergency management performance Reduce errors and increase accuracy Enhance professionalism

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