Amtelco Presents. Rethink & Reshape Your Business To Satisfy Your Customers Needs. Amtelco Mission Statement.
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AmtelcoPresents Rethink & Reshape Your Business To Satisfy Your Customers Needs
Amtelco Mission Statement To develop systems that continually allow the opportunity for you (our customers) to rethink and reshape your business for increased efficiency and profitability, while giving you the ability to meet your customers needs.
Amtelco Mission Statement • To achieve our mission statement we focus our development on three equally important areas – • Supporting our existing customers • New feature development for our existing Infinity platform • New platform development • During this presentation, we will focus on new features and new platforms.
What We will Show You... We will show you some of the applications, tools, and technology that you need to increase efficiency, generate revenue, and meet your customers needs. We will review some sample call center customers and how you can use your Amtelco toolkit to meet the needs of your customers. We have provided you with a checklist you can use to review what you need for your call center.
Call Center Applications Each of your customers has unique needs. To meet your customers needs, you need the ability to customize your business. You must, in effect, become an extension of your customers business. Many of these unique needs can be categorized in terms of call center applications. We would like you to challenge yourselves to find a way to upsell your existing customers and find new customers for these applications. Here are some call center applications -
Call Center Applications • Traditional Answering Service Applications – • Commercial and Medical Messaging • Message Dispatch • Paging • Service Related Businesses • Professional Corporations and Services • Real Estate and Property Management • Manufacturers • Travel and Tourism • Retail • Voicemail
Call Center Applications • Traditional Medical Applications – • Physician Messaging • Message Dispatch • Paging • Support of Clinics • Local and Wide Area OnCall Scheduling • Physicians Registry • Patient Information • Intelligent Consoles
Call Center Applications • Traditional Enhanced/Scripted Applications – • Order Entry • Location Referral • Physician Referral • Surveys and Polling • Information Requests • Help Desk • Credit Card Transactions • Highway Emergency Call Boxes • Insurance Quotes • Loan Pre-Qualifications • Product Recalls
Call Center Applications • New Web and Email Applications – • Web Enabled Directories • Web OnCall Schedules • Web Operator • Web Chat/Callback services • 24 Hour Web Support • 24 Hour Email Response • Unified Messaging • Wireless PDA Applications
Call Center Applications • New Scheduling Applications – • Hospital Appointment Taking • Clinic Appointment Taking • Operating Room Schedules • Dental Appointment Taking • Service Related Appointment Taking • Class Registration • Event Registration • Reservations • Scheduling of Equipment & Facilities • Automated Outbound Calling • Automated Reminder Services
Call Center Applications • New IVR Applications – • Inventory Status • Surveys and Polling • Electrical Cooperatives • Information Requests • Billing Status Checks • Location Referral • Physician Referral • Lead Generation • Lead Followup • Product Recalls • Reservations • Appointment Reminder Calls • Automated Notification Calls • Text to Speech Message Checkin
Call Center Applications • New Scripted Messaging Applications - • Custom Message Flows • Scripted Message Flows • Open Database Storage • Use these to expand the services you can offer your existing clients - • Lead Generation • Scheduled Followups • Proactive Marketing • Data Mining • Interactive Message Dispatch via Web or IVR • Customer Relationship Management (CRM) • Contact Management
Call Center Applications Now that we have reviewed the call center applications, lets take a look at the tools you can use to offer the applications to your customers.
Call Center Toolkit Your call center toolkit must provide you with the features and applications you need to upsell your existing clients as well as attract new clients. We will now review the new Amtelco toolkit. Later, we will tie the tools together with sample clients to show you the tools in action.
Call Center Toolkit Infinity v5.10+ • Infinity is the cornerstone of your call center toolkit. Amtelco has aggressively added new features to the Infinity platform in version 5.10 and beyond - • AutoCall Gateway - Now with Answering Machine Detection • Account Pro – Now with 500 Accounts • Macro Magic • Dial String Wizard • Call Tracker Reports • eResponse • eVoiceLink
Call Center Toolkit Infinity v5.10+ • Here are a few more Infinity v5.10 features - • Client Setup Billing – Now with Directory and OnCall setup time • Client Setup Browse • Operator Auto-Connect • Redundant Server with Data Backup • Backup Operator • Account in Use • Auto-record • ISDN ANI Names • Holiday Schedule Entry • Multiple Logins per Operator
Call Center Toolkit Infinity v5.10+ AutoCall Gateway - For automated outbound dialing applications -
Call Center Toolkit Infinity v5.10+ Infinity Account Pro – For multi-office clients or medical clinics -
Call Center Toolkit Infinity v5.10+ Infinity Account Pro Status View – To view the Status of each sub-account -
Call Center Toolkit Infinity v5.10+ Infinity Client Setup – Setup Timer with Directory Setup time -
Call Center Toolkit Infinity v5.10+ Infinity Client Setup Browse -
Call Center Toolkit Infinity v5.10+ That was a quick look at Infinity v5.10. We have a brochure and the feature summary available to give you more detailed information.
Call Center Toolkit UltraComm v4.1 • UltraComm provides the communications services for your call center. UltraComm has been greatly enhanced recently with versions 4.0 and the new 4.1 - • Fax Services • Email Services • Nurse Triage Integration • UltraTalk – Adds Voice Applications to UltraComm • Text to Speech Message Reader • Directory Reader & Auto-attendant • Scheduled Reminders
Call Center Toolkit UltraComm v4.1 • UltraComm version 4.1 includes a new network integration to Infinity. The network integration allows much more information to be passed between Infinity and UltraComm - • Specify Delivery Method (fax number, email address, file name) • Message History Updates • Failure Notifications • Resend Window
Call Center Toolkit UltraComm v4.1 UltraComm Failure Call -
Call Center Toolkit UltraComm v4.1 UltraComm Resend Window -
Call Center Toolkit UltraComm v4.1 That was a quick look at UltraComm 4.0 and 4.1 with UltraTalk and the new network integration with Infinity.
Call Center Toolkit eCreator v2.0 • eCreator provides the scripted applications for your call center. eCreator has been greatly enhanced recently with version 2.0. • The focus of eCreator 2.0 is to add powerful applications AND make eCreator much easier for all call centers to use. • eCreator 2.0 includes - • eCreator IVR • eCreator Supervisor • eCreator Scripted Messaging
Call Center Toolkit eCreator v2.0 • eCreator IVR – We have added IVR to eCreator to allow you to voice enable your eCreator scripts – • Build IVR scripts using eCreator Supervisor and the Palette • Drag and Drop IVR functions onto a IVR Flowchart • Build Custom IVR Applications • Use Amtelco IVR Applications • Utilize IVR Text To Speech Engine • Open Database (shared with operator scripts)
Call Center Toolkit eCreator v2.0 eCreator IVR – Script Editing
Call Center Toolkit eCreator v2.0 Sample eCreator IVR Script – Appointment Confirmation/Reminder call that was generated as a result of an appointment entered into eCreator – IVR was able to play detailed information about the appointment to the caller using its database lookup capabilities and text to speech engine.
Call Center Toolkit eCreator v2.0 • eCreator Supervisor – We have added an eCreator Supervisor to simplify the setup of client scripts – • Same look and feel as the Infinity Supervisor • Operator Setup • IVR Setup • Client Setup with - • Client Database Creation • Automated Client Setup Wizard • Operator script flowchart • IVR script flowchart
Call Center Toolkit eCreator v2.0 eCreator Supervisor -
Call Center Toolkit eCreator v2.0 eCreator Supervisor – Operator Setup
Call Center Toolkit eCreator v2.0 eCreator Client Setup – Automated Script and Database Creation -
Call Center Toolkit eCreator v2.0 eCreator Supervisor – Client Setup Script Navigation -
Call Center Toolkit eCreator v2.0 eCreator Supervisor – Client Setup FrontPage Editing -
Call Center Toolkit eCreator v2.0 eCreator Scripted Messaging – You can now build scripted messages for your clients using eCreator 2.0. This allows you to address the needs of clients demanding more customization than an Infinity message ticket can offer. Scripted Messaging does not replace Infinity Messaging, it enhances it.
Call Center Toolkit eCreator v2.0 Scripted Messaging – Take Message
Call Center Toolkit eCreator v2.0 Scripted Messaging – Show Messages
Call Center Toolkit eCreator v2.0 Scripted Messaging – Show Message & History
Call Center Toolkit eCreator v2.0 That was a quick look at the new powerful features of eCreator 2.0 with its IVR, Supervisor, and Scripted messaging application. Now we will take a look at how some customers use these tools we have presented.
Call Center Client Case Studies We would now like to show you some call center client case studies to show you how this toolkit we have presented can be used to expand the services you supply to existing clients as well as attract new clients.
Call Center Client Case Study 1 North Memorial Hospital North Memorial Hospital has been using Amtelco equipment for years to handle their physician messaging, intelligent console, and patient information needs. They do a great job meeting the needs of their physicians, staff, and patients. North Memorial recently made a decision to web enable their class registration services for their wellness program. Lets take a look at how North Memorial has been able to use their Amtelco call center applications to achieve their goals.
Call Center Client Case Study 1 North Memorial Hospital • When North Memorial made the decision to web enable their class registration, their IT department was faced with 2 important questions to answer – • Should they hire IT resources and spend the time to build a custom web application, or puchase a solution? • Should they add the web class registration to their IT servers and designate staff to maintain the application, or outsource the application to a hosting facility? • North Memorial chose to purchase eCreator and have it hosted at Amtelco’s secure hosting facility.
Call Center Client Case Study 1 North Memorial Hospital North Memorial Web Site -
Call Center Client Case Study 1 North Memorial Hospital North Memorial Web Site - Class Registration Introduction -
Call Center Client Case Study 1 North Memorial Hospital North Memorial Web Site - Childbirth Class Information from eCreator -
Call Center Client Case Study 1 North Memorial Hospital North Memorial Web Site - Class Confirmation from eCreator -
Call Center Client Case Study 1 North Memorial Hospital North Memorial Class Registration – Phone based registration -