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AMTELCO PRESENTS

   Road Rally 1
What’s New For 2010?
LET’S
COMMUNI CATE!
LETS COMMUNICATE


We are constantly striving to improve
  our communications with you.

  What are some of the tools now
   available to keep us in touch?
TECHHELPER NEWSLETTER
Keeping you informed with monthly updates from
                 Field Service.
AMTELCO INSIDER
Keeping you informed with monthly updates from
                   Software.
AMTELCO INSIDER
One of the Amtelco Insider links goes to a techhelper
page with current releases, with readme history links.
AMTELCO INSIDER
Stay informed by subscribing to the Techhelper RSS
                      feed.




                                  NEW! We are now
                              posting alerts about new
                               releases as soon as they
                              are available, with links to
                                  what has changed!
SOCIAL MEDIA
Keeping you informed with Social Media tools such as
                    Facebook.
SOCIAL MEDIA
Keeping you informed with Social Media tools such as
                     Twitter.
WEB FEATURES LIST
All features and modules listed, categorized, and updated.
   http://callcenter.amtelco.com/features/default.htm
NAEO RESOURCES
  We have special resources for NAEO attendees –
Thumbdrives and a special NAEO download web site.
WHAT’S NEW
   WITH
 INFINITY?
NAEO 2010 Amtelco presents Road Rally 1 New
You will see a green, yellow, or red
      stoplight for each feature we present.




                        Taking Orders,
                      Availability Pending     Not Ready,
Currently Available   Release From Beta      Just Presenting
                       Or Requirements        The Concept
                           Discussion
INFINITY
            Infinity 5.51

  We first announced Infinity 5.51 at
           NAEO in Cancun.

Over 170 sites have taken advantage of
  the free 5.51 upgrade for service
         contract customers.

 Infinity 5.51 included some powerful
            new capabilities.
INFINITY 5.51
           Two-Way SMS

SMS text messaging was introduced as
     an option with Infinity 5.51.

Use SMS text messaging with Infinity or
      IS message dispatching.

  We now have over 20 sites utilizing
       SMS text messaging.
INFINITY 5.51
          Two-Way SMS

 We have recently enhanced Infinity
 SMS to allow clients to more easily
    reply to SMS text messages.

Clients can also send you unsolicited
   inbound text messages that are
matched to their account and popped
           to an operator.
INFINITY 5.51
Universal DID allows you to migrate one client
    at a time to one number forwarding.
INFINITY 5.51
Provide more information to your operators prior to
  answering by showing the ANI prior to answer.
INFINITY 5.51
Infinity Dashboard provides flexible real-time
             system monitoring.
INFINITY 5.51
Infinity 5.51 Dashboard has been enhanced
         with new display elements.
INFINITY 5.51
                     VoIP
 Amtelco continues to focus on expanding VoIP
              solutions for you:

Infinity VoIP Board operator audio.
Infinity VoIP Board SIP trunking.
SIP Soft Agent.
MiteyMiteMessenger.
Asterisk and Gateway Integration.

 We are working with telephone carriers such as
Paetec and PBX vendors such as Avaya, Cisco, and
         Mitel on interop certifications.
INFINITY 5.51
           Business Continuity
Amtelco has been focusing on Business Continuity
        solutions for you. We now offer:


Backup Server with Network Backup

Backup Server with Real Time Backup

Amtelco Emergency Access with New Options
INFINITY 5.51
             Amtelco Emergency Access
    Hosted Business Continuity solutions, allowing you
     to partner with Amtelco to obtain a new level of
                      preparedness:

   Bronze Level – 4 hour activation, send backup tapes to
   Amtelco, we restore them into our shared backup server.

   Silver Level – 2 hour activation, use network backup to
   backup your data into our shared backup server.

   Gold Level – 1 hour activation, use real-time backup to
   backup your data into our shared backup server.

   Platinum Level – 20 minute activation, dedicated
   hardware for you that is ready when you need it.

Universal DID recommended for all levels to facilitate easy forwarding to Amtelco.
INFINITY 5.51
    Amtelco Emergency Access
We would like to get your feedback on
the interest level of Hosted Emergency
           Access solutions.

We will be covering this in more detail
with Greg and Jody at our Road Rally II
 session Tuesday at 9:15 and we look
        forward to your input.
INFINITY 5.6
   Introducing Infinity release 5.6.
 Amtelco continues to enhance the Infinity
                platform.

We are proud to announce our new Infinity
               5.6 release.

We have Infinity 5.6 running at Amtelco and
     are preparing it for beta testing.

  We are taking orders and will make it
available to customers who request it on a
        first come first serve basis.
INFINITY 5.6
Increase flexibility and security with 32 Character Login
  Name and 32 Character Alpha-Numeric Password.
INFINITY 5.6
Provide more tools for your operators using our new
             HiRes Collapsible Panels.
Open as many panels as you like, reorder the panels,
    force panels open, or block certain panels.
INFINITY 5.6
Infinity 5.6 Dashboard has been enhanced
   with a new Infinity ACD Service Level
              Reporting display.
INFINITY 5.6
Infinity 5.6 IS Reporting has been enhanced
with a new Infinity ACD Service Level Report.
INFINITY 5.6
     Scheduled Callback Request
Scheduled callback allows callers to request
  a callback rather than waiting in queue.

Callers can specify if they want a callback as
soon as possible or at a specific time or even
                specific day.

This can be a great tool to smooth out busy
 times, avoid long hold times, and improve
                  service.
INFINITY 5.6
          More Infinity 5.6 Features
MDR as a Service
Turn operator off if audio is lost
On-Screen Indicator for Client Repeat and Specials
160 character operator chat (was 80 characters)
Option to block Chat to All from certain agents
Infinity Web offline event
64 party conferences
24 character dial suffix (was 12 characters)
Dialout guard time
Print Specials report
Client Sources report
Client Status report
Pending Auto-Callout report
Auto-Digital Paging via SMS
VoIP Board Call Transfer
VoIP Board Quality of Service Setting
Multiple VoIP Boards
XDS Board Error Recovery and Reset
WHAT’S NEW
 WITH IS?
INTELLIGENT SERIES
          Current IS Release
The current Intelligent Series release is
              5.51.3504.

    Over 170 sites are running on
             5.51.3504.

  We just released 5.51.3659 which
offers some enhancements over 3504.

 10 sites are now running 5.51.3659.
INTELLIGENT SERIES
 IS Release 5.51.3659 includes several
             new features:
New License Manager
Print IS Info Pages and Print to PDF add-on
IS Client Setup Billing
New script elements –
    Added SelectElement element. (to have the focus
    jump to a specific element on the screen)
    Added script option to set focus to first element
    after a screen mode change
    Added option to SelectContact to not show alert
    when contact can't be found.
    Added option to SelectContact for running
    actions when contact is not found.
    Added a new Prompt User element.
INTELLIGENT SERIES
       Introducing IS release 5.6.
We have a new Intelligent Series release that
       is paired up with Infinity 5.6.

 The new Infinity and Intelligent Series 5.6
   release is packed with lots of exciting
                  features.

   We are taking orders and will make it
 available to customers who request it on a
         first come first serve basis.
INTELLIGENT SERIES
         Introducing IS Release 5.6.
IS Reporting:
    Report Comments
    IS Stats in Billing Link 4
    IS Contact Method Log Report
    IS Client List Report
    Infinity ACD Service Level Report
    Scheduled Purge of IS Statistics

Contact Based Architecture popping failed IS
dispatches via pager, sms, email to the originating
operator.
INTELLIGENT SERIES
    Introducing IS Transformer
Providing you an automated tool to create scripts.
INTELLIGENT SERIES
 IS Transformer is a great tool for acquisitions.
    Create scripts from competitive systems.
INTELLIGENT SERIES
   IS Transformer, Before and After.
INTELLIGENT SERIES
        Contact Based Architecture.
 More and more sites are migrating to the
       Contact Based Architecture.

   Contact Based Architecture shifts from
account and instruction based dispatching to
    contact and script based dispatching.
INTELLIGENT SERIES
    Teleplex has adopted Contact Based
  Architecture for their Dispatching model.
    Here is a quote from Doug Robbins:
    “Your software development team has been
  tremendous to work with, on and off beta calls.

We have 400 accounts on contact dispatch. We have
 another 300 getting ready to swing after NAEO.

   We are a big fan of contact dispatch. We have
  improved operator call processing time, we have
reduced error rates, the web on call has been a great
enhancement. We find Infinity IS to be an extremely
  powerful tool beyond our wildest expectations. “
INTELLIGENT SERIES
    ACT Teleservices has adopted Contact Based
   Architecture for their Dispatching model. Here is
       information from Sean Haugh of ACT:


WeAhave have seen insignificant benefitSpeed andusing
    We havebut notfind amain benefits: currently
       We approximately 1850 accounts isIS dispatch
       lesser yet to two situation where improved
IScould not functions,in have implementedmost basic
dispatch training. We some form; atmoreISless time
 accuracy. be of use the dispatcher spendsscheduled
    dispatch Speed – with about 250 its’        dispatch
bywith end of March, to do next, whoof being etc; to go
useresearching what and thousands toaccounts a
    the an eye towards simplicity wherever possible,
      we can at least prevent a call from call, dropped
with the goal of anyone longerable tothese and barring
properly designedin the being taking the message.
   accidentally by the operator term. dispatch. I have
                     script determines
said this before but it bears repeating in to dowepress
extraneous circumstances all they need that is have
    had button and give the message. This same
     A a occasions where operators have successfully
        good portion of these incorporate automated
 dispatched calls via to accuracy : with the steps laid
  dispatch functions, contact based no input from zero
  functionality leads which involve dispatch with the
        out We are carelessform of dispatch.
             training on any mistakes are avoided.
operator.already, constantly researching new ways to
          further automate dispatch procedures.
INTELLIGENT SERIES
       Contact Based Architecture.
The biggest challenge with Contact Based
Architecture is making the commitment to
       change and getting started.

  Sites migrating to the new method have
requested some tools to make the transition
                   easier.
INTELLIGENT SERIES
 Contact Based Architecture Combo Checkin Screen
shows Infinity Msg Index with Voice Messages and a
         Special count + IS Message Center.
INTELLIGENT SERIES
Pressing the Checkin key from the Combo Checkin
  Screen changes to the Infinity Checkin Screen,
     allowing viewing and editing of Specials.
INTELLIGENT SERIES
Contact Based Architecture Combo Inbox in IS Web
shows both IS messages and Infinity text and voice
messages, allowing clients to play voice messages.
INTELLIGENT SERIES
 Amtelco continues to improve and
expand the IS scheduling solutions.

On-Call Scheduling
Appointment Scheduling
Web Scheduling
INTELLIGENT SERIES
IS Directory On-Call Scheduling
 Offer Operator and Web Based
  On-Call Scheduling services.
INTELLIGENT SERIES
IS Directory On-Call Scheduling
Link Scripting with On-Call Schedules.
INTELLIGENT SERIES
IS Directory On-Call Scheduling 5.6
New On-Call Coverage Spreadsheet View.
INTELLIGENT SERIES
IS Directory On-Call Scheduling 5.6
New On-Call Coverage Checker that alerts
schedule administrators about unassigned
                 shifts.
INTELLIGENT SERIES
 IS Directory Appointment Scheduling
Offer Operator and Web Based Appointment
        Scheduling for your clients.
INTELLIGENT SERIES
IS Directory Appointment Scheduling
   Link Scripting with your Schedules.
INTELLIGENT SERIES
IS Directory Appointment Scheduling
   Setup Defined Time Slots (left) or
   On-The-Fly Assignments (right).
INTELLIGENT SERIES
IS Directory Appointment Scheduling
Search for booked appointments for a caller
   or resource to cancel or reschedule.
INTELLIGENT SERIES
      IS Web Scheduling
 Web Home Screen with Calendar.
INTELLIGENT SERIES
     IS Web Scheduling
  Sync Calendar with Outlook.
NEW
AP LICATIONS
  P
NEW APPLICATIONS
 We are constantly striving to create
new applications and services for you.

We have several that we are excited to
        debut for you today.
INTELLIGENT SERIES
     IS OnTeam Scheduling
New automated employee scheduling.
INTELLIGENT SERIES
      IS OnTeam Scheduling
Create Rules to Auto-Assign Schedules.
INTELLIGENT SERIES
       IS OnTeam Scheduling
Run Auto-Assign to create your schedules.
INTELLIGENT SERIES
       IS OnTeam Scheduling
   View completed schedule, including
breakdown of shifts by day and employee.
INTELLIGENT SERIES
       IS OnTeam Scheduling
Include Auto-Assignment of On-Call Shifts.
IS MESSENGER
 New IS 5.6 based Instant Messaging services
for you and your clients. Access IS Messenger
    from the new Telephone Agent HiRes
             Collapsible Panels.
IS MESSENGER
Access IS Messenger from IS Supervisor.
IS MESSENGER
 Access IS Messenger from MiteyMite
Messenger. This allows extending Instant
 Messenging services to your clients.




   Allow clients to
 communicate with
each other and with
your call center staff.
IS MESSENGER
  Use IS Messenger Operator Actions to
announce calls to clients running MiteyMite
                Messenger.
IS MESSENGER
Open multiple Conversations at once and
move from Conversation to Conversation.
IS MESSENGER
 Report on IS Messenger Conversations and
view Conversation History from IS Supervisor.
NEW APPLICATIONS
      iPhone Application miCash
iPhone based cashboard that allows you to
   associate a $$ value with call activity.
NEW APPLICATIONS
        iPhone Application miCash
miCash accumulates $$ value while you watch.
Watch the screen turn green each time there is
                 an update.
NEW APPLICATIONS
       iPhone Application miDash
Monitor your system activity while you are on
          the go with your iPhone.
NEW APPLICATIONS
      iPhone Application miOncall
Provide your clients with a mobile option for
  viewing and managing on-call schedules.
NEW APPLICATIONS
         iPhone Applications
Download the Amtelco iPhone apps from Apple.
NEW APPLICATIONS
                   B2B Agent
              IS Client Sharing Tool.
B2B Agent allows agents from multiple call centers to
work from a single host IS server regardless of which
    Infinity server the operator is connected to.

Keep the IS applications and data centralized while
sharing calls with other call centers.
Become a much larger virtual call center by
partnering with other call centers on a temporary or
permanent basis.
Consolidate overnight operators with partner call
centers.
NEW APPLICATIONS
              B2B Agent
Link IS Servers together to allow sharing
       clients between call centers.




                              Setup system
                          connections to remote
                               IS Servers.
NEW APPLICATIONS
                  B2B Agent
Link IS Agents between IS Servers. This allows an
agent to be logged into more than one IS Server.




                          Setup agent connections to
                              remote IS Servers.
NEW APPLICATIONS
                 B2B Agent
Now the key to client sharing, link specific IS
       Clients to remote IS Servers.
NEW APPLICATIONS
When an operator answers a remote client, they
  see an indication that it is a remote client,
   everything else is completely seamless.
NEW APPLICATIONS
         IS Web Scripting
 Web enable your IS message scripts.
NEW APPLICATIONS
             IS Web Scripting
Build Scripts for Client or Public Web Access.
NEW APPLICATIONS
           IS Web Scripting
Apply Special Web Styles for each Client.
NEW APPLICATIONS
             IS Web Scripting
Allow callers to start a script on the web and
     then request operator assistance.




                           The operator can pick up
                          the script where the caller
                                    left off!
NEW APPLICATIONS
             IS Web Scripting
Script IS Web Oncall and Directory Messaging.
NEW APPLICATIONS
     IS Web Scripting
   Operator Web Scripting.
NEW APPLICATIONS
              IS Web Scripting
 Choose to apply each script for Operator Use,
General Web Scripting, IS Web Scripting, or Web
      Testdrive. Could It Be Any Easier?
Thank You!


 For additional information visit
       www.1call.com

  You can contact us directly at
info@1call.com or 800-225-6035
Thank You!

 For additional information visit
        www.1call.com

  You can contact us directly at
info@1call.com or 800-225-6035

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NAEO 2010 Amtelco presents Road Rally 1 New

  • 1. AMTELCO PRESENTS Road Rally 1 What’s New For 2010?
  • 3. LETS COMMUNICATE We are constantly striving to improve our communications with you. What are some of the tools now available to keep us in touch?
  • 4. TECHHELPER NEWSLETTER Keeping you informed with monthly updates from Field Service.
  • 5. AMTELCO INSIDER Keeping you informed with monthly updates from Software.
  • 6. AMTELCO INSIDER One of the Amtelco Insider links goes to a techhelper page with current releases, with readme history links.
  • 7. AMTELCO INSIDER Stay informed by subscribing to the Techhelper RSS feed. NEW! We are now posting alerts about new releases as soon as they are available, with links to what has changed!
  • 8. SOCIAL MEDIA Keeping you informed with Social Media tools such as Facebook.
  • 9. SOCIAL MEDIA Keeping you informed with Social Media tools such as Twitter.
  • 10. WEB FEATURES LIST All features and modules listed, categorized, and updated. http://callcenter.amtelco.com/features/default.htm
  • 11. NAEO RESOURCES We have special resources for NAEO attendees – Thumbdrives and a special NAEO download web site.
  • 12. WHAT’S NEW WITH INFINITY?
  • 14. You will see a green, yellow, or red stoplight for each feature we present. Taking Orders, Availability Pending Not Ready, Currently Available Release From Beta Just Presenting Or Requirements The Concept Discussion
  • 15. INFINITY Infinity 5.51 We first announced Infinity 5.51 at NAEO in Cancun. Over 170 sites have taken advantage of the free 5.51 upgrade for service contract customers. Infinity 5.51 included some powerful new capabilities.
  • 16. INFINITY 5.51 Two-Way SMS SMS text messaging was introduced as an option with Infinity 5.51. Use SMS text messaging with Infinity or IS message dispatching. We now have over 20 sites utilizing SMS text messaging.
  • 17. INFINITY 5.51 Two-Way SMS We have recently enhanced Infinity SMS to allow clients to more easily reply to SMS text messages. Clients can also send you unsolicited inbound text messages that are matched to their account and popped to an operator.
  • 18. INFINITY 5.51 Universal DID allows you to migrate one client at a time to one number forwarding.
  • 19. INFINITY 5.51 Provide more information to your operators prior to answering by showing the ANI prior to answer.
  • 20. INFINITY 5.51 Infinity Dashboard provides flexible real-time system monitoring.
  • 21. INFINITY 5.51 Infinity 5.51 Dashboard has been enhanced with new display elements.
  • 22. INFINITY 5.51 VoIP Amtelco continues to focus on expanding VoIP solutions for you: Infinity VoIP Board operator audio. Infinity VoIP Board SIP trunking. SIP Soft Agent. MiteyMiteMessenger. Asterisk and Gateway Integration. We are working with telephone carriers such as Paetec and PBX vendors such as Avaya, Cisco, and Mitel on interop certifications.
  • 23. INFINITY 5.51 Business Continuity Amtelco has been focusing on Business Continuity solutions for you. We now offer: Backup Server with Network Backup Backup Server with Real Time Backup Amtelco Emergency Access with New Options
  • 24. INFINITY 5.51 Amtelco Emergency Access Hosted Business Continuity solutions, allowing you to partner with Amtelco to obtain a new level of preparedness: Bronze Level – 4 hour activation, send backup tapes to Amtelco, we restore them into our shared backup server. Silver Level – 2 hour activation, use network backup to backup your data into our shared backup server. Gold Level – 1 hour activation, use real-time backup to backup your data into our shared backup server. Platinum Level – 20 minute activation, dedicated hardware for you that is ready when you need it. Universal DID recommended for all levels to facilitate easy forwarding to Amtelco.
  • 25. INFINITY 5.51 Amtelco Emergency Access We would like to get your feedback on the interest level of Hosted Emergency Access solutions. We will be covering this in more detail with Greg and Jody at our Road Rally II session Tuesday at 9:15 and we look forward to your input.
  • 26. INFINITY 5.6 Introducing Infinity release 5.6. Amtelco continues to enhance the Infinity platform. We are proud to announce our new Infinity 5.6 release. We have Infinity 5.6 running at Amtelco and are preparing it for beta testing. We are taking orders and will make it available to customers who request it on a first come first serve basis.
  • 27. INFINITY 5.6 Increase flexibility and security with 32 Character Login Name and 32 Character Alpha-Numeric Password.
  • 28. INFINITY 5.6 Provide more tools for your operators using our new HiRes Collapsible Panels. Open as many panels as you like, reorder the panels, force panels open, or block certain panels.
  • 29. INFINITY 5.6 Infinity 5.6 Dashboard has been enhanced with a new Infinity ACD Service Level Reporting display.
  • 30. INFINITY 5.6 Infinity 5.6 IS Reporting has been enhanced with a new Infinity ACD Service Level Report.
  • 31. INFINITY 5.6 Scheduled Callback Request Scheduled callback allows callers to request a callback rather than waiting in queue. Callers can specify if they want a callback as soon as possible or at a specific time or even specific day. This can be a great tool to smooth out busy times, avoid long hold times, and improve service.
  • 32. INFINITY 5.6 More Infinity 5.6 Features MDR as a Service Turn operator off if audio is lost On-Screen Indicator for Client Repeat and Specials 160 character operator chat (was 80 characters) Option to block Chat to All from certain agents Infinity Web offline event 64 party conferences 24 character dial suffix (was 12 characters) Dialout guard time Print Specials report Client Sources report Client Status report Pending Auto-Callout report Auto-Digital Paging via SMS VoIP Board Call Transfer VoIP Board Quality of Service Setting Multiple VoIP Boards XDS Board Error Recovery and Reset
  • 34. INTELLIGENT SERIES Current IS Release The current Intelligent Series release is 5.51.3504. Over 170 sites are running on 5.51.3504. We just released 5.51.3659 which offers some enhancements over 3504. 10 sites are now running 5.51.3659.
  • 35. INTELLIGENT SERIES IS Release 5.51.3659 includes several new features: New License Manager Print IS Info Pages and Print to PDF add-on IS Client Setup Billing New script elements – Added SelectElement element. (to have the focus jump to a specific element on the screen) Added script option to set focus to first element after a screen mode change Added option to SelectContact to not show alert when contact can't be found. Added option to SelectContact for running actions when contact is not found. Added a new Prompt User element.
  • 36. INTELLIGENT SERIES Introducing IS release 5.6. We have a new Intelligent Series release that is paired up with Infinity 5.6. The new Infinity and Intelligent Series 5.6 release is packed with lots of exciting features. We are taking orders and will make it available to customers who request it on a first come first serve basis.
  • 37. INTELLIGENT SERIES Introducing IS Release 5.6. IS Reporting: Report Comments IS Stats in Billing Link 4 IS Contact Method Log Report IS Client List Report Infinity ACD Service Level Report Scheduled Purge of IS Statistics Contact Based Architecture popping failed IS dispatches via pager, sms, email to the originating operator.
  • 38. INTELLIGENT SERIES Introducing IS Transformer Providing you an automated tool to create scripts.
  • 39. INTELLIGENT SERIES IS Transformer is a great tool for acquisitions. Create scripts from competitive systems.
  • 40. INTELLIGENT SERIES IS Transformer, Before and After.
  • 41. INTELLIGENT SERIES Contact Based Architecture. More and more sites are migrating to the Contact Based Architecture. Contact Based Architecture shifts from account and instruction based dispatching to contact and script based dispatching.
  • 42. INTELLIGENT SERIES Teleplex has adopted Contact Based Architecture for their Dispatching model. Here is a quote from Doug Robbins: “Your software development team has been tremendous to work with, on and off beta calls. We have 400 accounts on contact dispatch. We have another 300 getting ready to swing after NAEO. We are a big fan of contact dispatch. We have improved operator call processing time, we have reduced error rates, the web on call has been a great enhancement. We find Infinity IS to be an extremely powerful tool beyond our wildest expectations. “
  • 43. INTELLIGENT SERIES ACT Teleservices has adopted Contact Based Architecture for their Dispatching model. Here is information from Sean Haugh of ACT: WeAhave have seen insignificant benefitSpeed andusing We havebut notfind amain benefits: currently We approximately 1850 accounts isIS dispatch lesser yet to two situation where improved IScould not functions,in have implementedmost basic dispatch training. We some form; atmoreISless time accuracy. be of use the dispatcher spendsscheduled dispatch Speed – with about 250 its’ dispatch bywith end of March, to do next, whoof being etc; to go useresearching what and thousands toaccounts a the an eye towards simplicity wherever possible, we can at least prevent a call from call, dropped with the goal of anyone longerable tothese and barring properly designedin the being taking the message. accidentally by the operator term. dispatch. I have script determines said this before but it bears repeating in to dowepress extraneous circumstances all they need that is have had button and give the message. This same A a occasions where operators have successfully good portion of these incorporate automated dispatched calls via to accuracy : with the steps laid dispatch functions, contact based no input from zero functionality leads which involve dispatch with the out We are carelessform of dispatch. training on any mistakes are avoided. operator.already, constantly researching new ways to further automate dispatch procedures.
  • 44. INTELLIGENT SERIES Contact Based Architecture. The biggest challenge with Contact Based Architecture is making the commitment to change and getting started. Sites migrating to the new method have requested some tools to make the transition easier.
  • 45. INTELLIGENT SERIES Contact Based Architecture Combo Checkin Screen shows Infinity Msg Index with Voice Messages and a Special count + IS Message Center.
  • 46. INTELLIGENT SERIES Pressing the Checkin key from the Combo Checkin Screen changes to the Infinity Checkin Screen, allowing viewing and editing of Specials.
  • 47. INTELLIGENT SERIES Contact Based Architecture Combo Inbox in IS Web shows both IS messages and Infinity text and voice messages, allowing clients to play voice messages.
  • 48. INTELLIGENT SERIES Amtelco continues to improve and expand the IS scheduling solutions. On-Call Scheduling Appointment Scheduling Web Scheduling
  • 49. INTELLIGENT SERIES IS Directory On-Call Scheduling Offer Operator and Web Based On-Call Scheduling services.
  • 50. INTELLIGENT SERIES IS Directory On-Call Scheduling Link Scripting with On-Call Schedules.
  • 51. INTELLIGENT SERIES IS Directory On-Call Scheduling 5.6 New On-Call Coverage Spreadsheet View.
  • 52. INTELLIGENT SERIES IS Directory On-Call Scheduling 5.6 New On-Call Coverage Checker that alerts schedule administrators about unassigned shifts.
  • 53. INTELLIGENT SERIES IS Directory Appointment Scheduling Offer Operator and Web Based Appointment Scheduling for your clients.
  • 54. INTELLIGENT SERIES IS Directory Appointment Scheduling Link Scripting with your Schedules.
  • 55. INTELLIGENT SERIES IS Directory Appointment Scheduling Setup Defined Time Slots (left) or On-The-Fly Assignments (right).
  • 56. INTELLIGENT SERIES IS Directory Appointment Scheduling Search for booked appointments for a caller or resource to cancel or reschedule.
  • 57. INTELLIGENT SERIES IS Web Scheduling Web Home Screen with Calendar.
  • 58. INTELLIGENT SERIES IS Web Scheduling Sync Calendar with Outlook.
  • 60. NEW APPLICATIONS We are constantly striving to create new applications and services for you. We have several that we are excited to debut for you today.
  • 61. INTELLIGENT SERIES IS OnTeam Scheduling New automated employee scheduling.
  • 62. INTELLIGENT SERIES IS OnTeam Scheduling Create Rules to Auto-Assign Schedules.
  • 63. INTELLIGENT SERIES IS OnTeam Scheduling Run Auto-Assign to create your schedules.
  • 64. INTELLIGENT SERIES IS OnTeam Scheduling View completed schedule, including breakdown of shifts by day and employee.
  • 65. INTELLIGENT SERIES IS OnTeam Scheduling Include Auto-Assignment of On-Call Shifts.
  • 66. IS MESSENGER New IS 5.6 based Instant Messaging services for you and your clients. Access IS Messenger from the new Telephone Agent HiRes Collapsible Panels.
  • 67. IS MESSENGER Access IS Messenger from IS Supervisor.
  • 68. IS MESSENGER Access IS Messenger from MiteyMite Messenger. This allows extending Instant Messenging services to your clients. Allow clients to communicate with each other and with your call center staff.
  • 69. IS MESSENGER Use IS Messenger Operator Actions to announce calls to clients running MiteyMite Messenger.
  • 70. IS MESSENGER Open multiple Conversations at once and move from Conversation to Conversation.
  • 71. IS MESSENGER Report on IS Messenger Conversations and view Conversation History from IS Supervisor.
  • 72. NEW APPLICATIONS iPhone Application miCash iPhone based cashboard that allows you to associate a $$ value with call activity.
  • 73. NEW APPLICATIONS iPhone Application miCash miCash accumulates $$ value while you watch. Watch the screen turn green each time there is an update.
  • 74. NEW APPLICATIONS iPhone Application miDash Monitor your system activity while you are on the go with your iPhone.
  • 75. NEW APPLICATIONS iPhone Application miOncall Provide your clients with a mobile option for viewing and managing on-call schedules.
  • 76. NEW APPLICATIONS iPhone Applications Download the Amtelco iPhone apps from Apple.
  • 77. NEW APPLICATIONS B2B Agent IS Client Sharing Tool. B2B Agent allows agents from multiple call centers to work from a single host IS server regardless of which Infinity server the operator is connected to. Keep the IS applications and data centralized while sharing calls with other call centers. Become a much larger virtual call center by partnering with other call centers on a temporary or permanent basis. Consolidate overnight operators with partner call centers.
  • 78. NEW APPLICATIONS B2B Agent Link IS Servers together to allow sharing clients between call centers. Setup system connections to remote IS Servers.
  • 79. NEW APPLICATIONS B2B Agent Link IS Agents between IS Servers. This allows an agent to be logged into more than one IS Server. Setup agent connections to remote IS Servers.
  • 80. NEW APPLICATIONS B2B Agent Now the key to client sharing, link specific IS Clients to remote IS Servers.
  • 81. NEW APPLICATIONS When an operator answers a remote client, they see an indication that it is a remote client, everything else is completely seamless.
  • 82. NEW APPLICATIONS IS Web Scripting Web enable your IS message scripts.
  • 83. NEW APPLICATIONS IS Web Scripting Build Scripts for Client or Public Web Access.
  • 84. NEW APPLICATIONS IS Web Scripting Apply Special Web Styles for each Client.
  • 85. NEW APPLICATIONS IS Web Scripting Allow callers to start a script on the web and then request operator assistance. The operator can pick up the script where the caller left off!
  • 86. NEW APPLICATIONS IS Web Scripting Script IS Web Oncall and Directory Messaging.
  • 87. NEW APPLICATIONS IS Web Scripting Operator Web Scripting.
  • 88. NEW APPLICATIONS IS Web Scripting Choose to apply each script for Operator Use, General Web Scripting, IS Web Scripting, or Web Testdrive. Could It Be Any Easier?
  • 89. Thank You! For additional information visit www.1call.com You can contact us directly at info@1call.com or 800-225-6035
  • 90. Thank You! For additional information visit www.1call.com You can contact us directly at info@1call.com or 800-225-6035