Business Enabled Applications & Infrastructure

Transcription

1 Business Enabled Applications & Infrastructure

2 Inter-Tel Applications Drive your business performance Inter-Tel boasts an extensive offering of applications built for business, ensuring enhanced productivity and operational performance, including workflow and collaboration tools, CRM productivity tools, mobility solutions, and managed technology options. Assembled to suit your specific requirements, Inter-Tel s scalable architecture grows with your business, providing for migration and the incorporation of third-party applications, intelligently addressing your business needs. Inter-Tel s Enabled Technologies Applications Mobility tools Customer Relationship tools Converged voice and data tools Interactive voice response applications IP communications applications e-business communication solutions Infrastructure Call Processing Server Voice Processing Server Applications Platform Inter-Tel s Virtual Office Topology Collaborate, connect and interact better than your competition.

3 Applications Enabled Architecture Harness the capabilities of your communications investment through Inter-Tel s flexible software application building blocks crafted to suit your organization s unique needs. Implement voice and data based applications to improve workflow management and mobility, while providing value-added services that help you maintain stellar customer service and business relationships. Inter-Tel s Application Interactive Building Blocks Inter-Tel s Converged System

4 MOBILITY TOOLS Unifying resources across your enterprise In striving to reach optimum performance, business concentration on operational resource management is driving the need for the Virtual Enterprise. The virtual enterprise unifies resources from multiple locations into a cohesive business unit. Whether you are a stand-alone company with traveling associates or an enterprise with multiple facilities and mobile resources, Inter-Tel s communication solutions will unify and streamline your resources for better customer service, interaction and collaboration. Unified Messaging Software All your messages. Anywhere. All the time. When you re away from the office, Inter-Tel s Unified Messaging Software provides a single contact point for all your messages. Receive all your messages by connecting to your , voice mail and fax server. Unified Communicator Manage your communications from anywhere, anytime. Increase the productivity in your organization with this addition to your Inter-Tel converged system. Whether you re in the office or on the move you need intelligent call handling. Inter-Tel s Unified Communicator is your solution. Control how and where you may be reached by routing all calls to your current location, or by forwarding your calls to a specified phone number. Integrate all your communication tools with forward paths to cell phones, pagers, voice mail and alternate numbers. Access information within browser interface from virtually anywhere to monitor other colleagues, or click to initiate calls. Increase your availability even when you re out of the office Forward calls to a specified phone number based upon parameters that you have set Provides a real-time display of all your current incoming and outgoing calls Synchronize your address book with Microsoft Outlook TM Increase your productivity in a workgroup environment where you regularly interact with colleagues Speech recognition option Browser not accessible? Inter-Tel offers a speech-enabled user interface, allowing you to place calls, check messages, change your location and update your availability status.

5 Wireless Application Protocol (WAP) Web Client Stay connected when you are on the go, access available applications using an interface to web application protocol (WAP) on your WAP enabled cellular or handheld computer solution. Inter-Tel s Mobility Tools with Wireless Application Protocol Auto Reporter Manage your call center on the go An ideal application for the call center manager who is responsible for monitoring call center activity, Auto Reporter allows Call Center Suite users to extend their contact center solutions to Wireless Application Protocol (WAP) for viewing key information on cellular phones. Additionally, Auto Reporter offers Palm OS format support for offline reporting analysis from your handheld PDA device. Unified Communicator Redirect your communications in or outside the office Inter-Tel s mobility tool, Unified Communicator also supports a WAP interface for users to view the application via cellular phone or handheld computer (PDA).

6 CUSTOMER RELATIONSHIP TOOLS Enhance customer perception, increase motivation, improve efficiency Today s customer is looking to manage transactions on their own, at times that are convenient to their schedules. Customers appreciate user-friendly interfaces. Customers expect you to have e-business support. How prepared is your business to address the needs of today s customers? Deliver exceptional customer service today start connecting your calls to performance whether your call center is formal or informal. Examples are Inter-Tel s interfaces to CRM systems for screen pop to automatically display the caller s account information on an agent s computer screen, inbound call routing to quickly connect customers to the appropriate agent or department, and Automatic Call Distribution to effectively utilize call center agents. WAN DSL/CABLE MODEM Enterprise-Inbound Sales Team Agent Tools Remote Agent using CallViewer Managers and agents alike, benefit from Inter-Tel s agent applications. The manager may view agent activity, monitor agent status, spot check a station and even view a single screen of each individual s productivity. The agent applications like CallViewer and StationViewer allow for integration of your phones and computers and databases, so agents are equipped with tools which allow them to increase their productivity by making calls, placing calls on hold and conferencing in additional parties, all right from their individual PC desktop. RealViewer, another agent tool provides agents with the valuable insight they need on what s happening in their department. Visual alarms and display of up to 140 different performance statistics assist with the staff motivation needed to keep performance on score.

7 Productivity Management Tools Empower your managers with a suite of productivity management reporting tools including Reporter Basic, Reporter and Reporter Pro applications. Using these Call Center Suite applications, access real-time and historical reports for inbound and outbound call traffic. Generate customized reports by exporting data to spreadsheets and databases. Equip your management with reporting tools that statistically provide the information they need to make customer service improvements. Inter-Tel s versatile AutoReporter module allows key personnel to access management tools via a web browser or even automate reports to be sent to specific addresses. Reporter Pro Suitable for a formal call center Incorporates all of the features of Reporter, plus Agent detailed activity report Agent status monitoring Agent station monitoring with the click of a mouse Agent detail tiles Agent list views Routing and Recording Tools Imagine routing calls to the right department the first time. With Inter-Tel s Intelligent Router, businesses can use databases to intelligently route calls to specific departments such as sales, collections or service. The benefit is improved efficiency and productivity while still reducing the cost associated with misdirected calls. Call recording has become an integral part of business continuity. Verification of transactions, legal, telemarketing compliance and security issues are driving a business need to record partial or complete call recordings. Inter-Tel provides a host of call recording and call logging solutions to meet the needs of your business. A Debtors to accounts payable B Sales to account managers OUTSIDE CALLER PSTN/ INTERNET CALL PROCESSING SERVER C Unknown callers to receptionist

8 CONVERGED VOICE & DATA TOOLS Increase collaboration and workflow efficiency Inter-Tel s converged voice and data network applications deliver return on investment when they maximize your resource facilitation and workflow. Decrease your support costs through enhanced remote administration capabilities and eliminate unnecessary overhead with automated processing applications. Communicate more effectively with the latest Inter-Tel technological innovations. Our converged communications systems expand your capabilities, from simple desktop solutions to call center applications. Inter-Tel s applications include seamless integration of multiple locations in a transparent network that creates the virtual enterprise of one company. Inter-Tel s converged solutions focus on fully featured applications that link and unify businesses with tomorrow s killer applications through Inter-Tel s unified Computer Telephony (CT) link. When businesses implement Inter-Tel s IP applications and endpoints, the solutions translate to robust feature capabilities. Additionally, eliminate traditional, more expensive, point-to-point T-1 lines by adding Inter-Tel s IP communications applications to your system. Implement toll by-pass, reduce line costs and lower recurring monthly expenses. Converged systems are transparently connected using IP or TDM to operate as one, so that employees have quick and easy access to all your organization s resources. Inter-Tel Voice Processing Software Optimize workflow management Inter-Tel s voice processing software is inclusive of a dynamic feature rich voice mail center. Increase your associate s accuracy by empowering them with a tool to record-a-call feature stores the user s recording in their voice mail message box. Integrate your voice processing with integrated fax and Inter-Tel s Unified Messaging to combine all your messages , fax, and voice mail-in a single, centralized mail management program. Improve productivity by sending and receiving faxes with your desktop PC. Maintain optimum workflow management with Inter-Tel s Auto Attendant a tireless virtual employee that answers incoming calls, transfers calls, records messages, captures Caller ID in voice mail to return calls, and screens calls.

9 Inter-Tel Information Contact Center Equip key managers with centralized information to oversee department activity The unique user interface of Inter-Tel s Information Control Center (IICS) provides access to the information and features you need to ensure a superior customer experience. This powerful software provides seamless integration between your computer and telephone so that you can work on your usual computer applications and handle phone calls quickly using your mouse or keyboard. Monitor the success of your department s activity through a centralized information center. e-business Communication Solutions Streamline processes and overhead, 24/7 Add a human touch to your web site with our interactive application. Our ClearConnect Talk to Agent software helps you capture more transactions and increase online revenue by providing personalized service through web site voice activation. Turns a multimedia PC into a phone via the Internet, so shoppers may click an icon on your homepage and a call is initiated. Inter-Tel s e-business solutions help you take your organization to a new level by delivering exceptional customer service, while increasing employee productivity. Applications Platform: Interactive Voice Response Impact business proficiencies Implement Inter-Tel s Interactive Voice Response (IVR) systems to impact the proficiency of your organization. Improve areas like your agent effectiveness by off-loading repetitious tasks, reducing errors and communicating the correct data to handle calls efficiently or decrease attrition by redirecting agents to revenue producing tasks. Inter-Tel s IVR solutions allow you to match callers to multi-lingual applications and provide frequent caller preferences to improve customer satisfaction. Inter-Tel s IVR solutions start with a development platform and a runtime engine that then is layered with applications developed specifically for your organization including speech-enabled interfaces. Inter-Tel offers a speech-enabled user interface, allowing you to place calls, check messages, change your location and update your availability status. Source: Purdue University

10 Fully Turnkey Servers Deliver your applications effectively Inter-Tel has exclusively designed turnkey servers to support the power and processing needed to deliver your applications effectively. From Call Processing and Voice Processing servers to Networking gateways and IVR servers, Inter-Tel addresses the underlying support of all your application configurations. Call Processing Servers Seamless expansion capabilities are critical to growing your business without interruption. You want a flexible, scalable system that will scale to the newest technology while processing your call routing. The ability to add applications, upgrades and functionality through software, minimize and protect your investment in hardware. Voice Processing Server Tightly integrated with your converged system, the Voice Processing Server provides you with a virtual automated call attendant, a dynamic message center, integrated fax and Unified Messaging capabilities. Applications Platform Inter-Tel s reliable, application development tools ride over a skillfully engineered server platform. The combination is a powerful server based system that may be tuned to virtually streamline your processes. This flexible platform can grow with your business service offerings. Scalable Infrastructure Supports Inter-Tel s leading applications Return on investment is only conceivable if the applications are being powered by the proper infrastructure. Inter-Tel s infrastructure is built with the following keys to return the ongoing value of your investment. Whether you are looking to deploy IP today or in the near future, Inter-Tel s application approach gives you the opportunity to choose to either deploy traditional or IP, or a combination of both. The CT link marries voice and data so that your business is able to take advantage of maximizing your internal resources. Applications such as integration of databases with incoming calls, route calls to a specific departments by incoming phone number or integrating desktop applications are just a few of the ways your organization may benefit from Inter-Tel s OAI link. Inter-Tel s modular gateway suits all businesses, offering scalable options for all employees across your enterprise.

11 Sample of Inter-Tel s IP Standards G.729A G.711 SIP MGCP IEEE Sample of Inter-Tel s Computer Telephony Standards TAPI CSTA CT Connect The Keys to Investment Protection Application and Infrastructure Scalability Standards-based Infrastructure and Clients Network Independence Reduced Costs through Converged WAN and LAN Solutions Fully-featured IP Endpoints Reliability Network Independence Leveraging your existing network means value from Inter-Tel. Our converged infrastructure is standards-based to ensure interoperability, while adding powerful open interfaces for your business s flexible transport requirements such as Frame Relay, IP, ATM and traditional-switched services. Inter-Tel offers bundled data, peripheral and connectivity solutions to enhance your communication platform. If you re in need of network design and professional services, our team can complement your staff with professional services and peripheral data solutions. WAN and LAN Solutions Converged LAN infrastructure Reduce operational expenses at your facilities by establishing voice calls across the Local Area Network (LAN). Converged WAN infrastructure Only pay for service and maintenance of one network. When you deploy IP into your Wide Area Network (WAN) infrastructure you re positioned to handle the convergence of voice and data traffic in an integrated network. Fully-featured Converged System Inter-Tel s converged communication capabilities provide all the features of our traditional PBX environment, even when you decide to implement IP. Whether your users are telecommuting from remote locations, or in the office, they benefit from the same set of communication tools one company. Inter-Tel unifies the communications of remote sites, branches, workers-at-large, outsourcing partners and off-site workers into an enterprise that interoperates harmoniously.

12 7300 West Boston Chandler, AZ (480) Some features or applications mentioned may require a future release and are not available in the initial release. Future product features and applications are subject to availability and cost. Specifications are subject to change without notice. Some features may require additional hardware and/or specific software. Copyright 2003 Inter-Tel, Incorporated. All products and services mentioned are the trademarks, service marks, registered marks or registered service marks of their respective owners. Part #