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Message Taking Systems and
Software
With the rapid changes in
computer technology and advances in software, it is quite possible that your
call center doesn't have the latest and greatest technology at its disposal.
This is perhaps most pronounced when in comes to message taking systems
and software which have seen many significant and noteworthy developments since
we last focused on this topic in March of 2005.
Your call center may be in that
fortunate group where a software upgrade is all that is required to bring your
system capabilities and client offerings up to date.
For others, a complete system replacement will be in order.
Determining the appropriate timing for a major upgrade of this magnitude
is challenging to ascertain as there are no universal guidelines or absolute
rules. Among such considerations are
the age and reliability of your current system, whether or not it has been paid
off and fully depreciated, how much you have set aside for this purpose (you are
building up a technology fund, right?), and timing the purchase – or lease –
for optimal tax ramifications.
Today's powerful timesaving
functions and features of the leading systems can shave several seconds off each
call. Multiplying that by thousands of calls per agent per month results
in significant time savings and labor cost reductions.
This alone may be enough to cost-justify an upgrade or replacement.
Another benefit to consider is
increased accuracy, reduced errors, decreased stress, and greater job
satisfaction for your agents. Additionally, you should consider the added
features and services that you can provide to your clients and their callers.
These serve to improve client retention, facilitate client acquisition,
and increase revenue from offering enhanced services
Today's leading systems are
computerized and paperless. Call
centers relying on manual call processing or paper-based message taking are past
time to upgrade and risk becoming a non-player in the marketplace.
Whatever your circumstances or
the reason for considering upgrading or replacement, this vendor listing and
overview is the place to start.
Alston Tascom's Evolution communications system is a
comprehensive, end-to-end communication center and
messaging solution built on three primary concepts:
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Open architecture: The entire Evolution system is
designed on standard Windows operating systems.
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Open databases:
Every detail of the system, user, client, and message information is stored
in Open Database Compliant (ODBC) tables.
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Off-the-shelf hardware: All system hardware components are readily available
from industry channels; there is no proprietary hardware.
Tascom Evolution is a powerful,
unified communication center system, combining an Integrated Voice Response unit
with all of the functions required in a contact center or telephone messaging
service. It includes IVR, unified voicemail, agent logging, ACD functionality,
digital and analog telephony, text-to-speech, online monitoring, account
scripting, and two-way SMS email.
For more information, contact
Alston Tascom, Inc at 866-282-7266 or visit
www.alstontascom.com.
Amtelco's
Intelligent Messaging, an advanced messaging module, is a core component of the
Infinity system. It uses scripting to guide agents through gathering and
dispatching the information that each client requires. Agents simply follow the
steps presented by the message scripts. Each client's messaging solutions can
be completely customized as to the information taken and the manner in which the
resulting message is dispatched.
Scripts can branch according to
the type of call, the time of day, the day of week, and other factors. Scripts
can look up and insert previously collected information, such as account
numbers, addresses, and phone numbers, without agent involvement. Scripts can
dynamically link to other modules, such as Intelligent on-call scheduling,
Intelligent directories, information pages, and client fields, to automatically
retrieve or update the information in the other modules.
Infinity Intelligent Messaging
can reduce training time, virtually eliminate messaging errors, and improve
customer satisfaction. Infinity offers detailed reporting, fax capability, and
built-in voicemail. Amtelco's Intelligent Messaging is software-based,
incorporating Microsoft SQL Server 2003.
For
more information, contact Jim Becker at 800-356-9148,
jim@amtelco.com, or visit
http://callcenter.amtelco.com.
Onvisource's
OnviCall brings individual call handling components together into a single,
cost-effective solution for contact centers and teleservices providers. It
provides essential functions for inbound and outbound call handling, such as
automated call distribution, voicemail, unified communications, IVR,
auto-dialer, predictive dialer, telemessaging, and message dispatch.
Integrated voice and data recording ensures quality
and satisfies compliance requirements. Optional applications for database
mining, call scripting, and campaign management are available. Contact center
and telemessaging services benefit from OnviCall features that automate call
handling and simplify procedures, enabling agents to deliver superior customer
experiences.
OnviCall is a CTI-enabled ACD that is Windows-based and utilizes standard PC and
server hardware. OnviCall integrates with existing networks; call switching is
accomplished by an internal switch.
For more information, call
800-537-1827 or visit
www.onvisource.com.
Professional Teledata's Pinnacle system
combines advanced technologies with innovative operational applications to
maximize efficiencies and profitability. Messages are captured as database
elements to enhance decision-making and automate processing. Integrated with
eOn digital switch products, PInnacle is a turnkey call center solution with
open architecture for accessible data and reporting.
PInnacle message taking is simplified by the proven scripting technology of the
PI-2000 system. Fully integrated into PInnacle system, PI-2000 controls call
flow, reduces decision-making errors, standardizes formatting, and is easy to
learn.
Dispatch and patching procedures can be automated with manual override options
for an error-free transfer of information to appropriate clients. PInnacle's
dispatch contact locator is controlled by message inputs ("Is this an
emergency?") and external variables (such as time-of-day or on-call individual)
to determine the correct notification sequence and timing.
The
industry backgrounds of the development team are evident in PInnacle's design,
which utilizes internal design concepts such as single-point-of-focus, extensive
use of color, and elimination of abbreviations, resulting in dramatic reductions
in training time, increased agent satisfaction, and maximized overall
productivity.
PInnacle is a software-based solution. Call switching is accomplished via a
digital switch from Eon Corporation.
For
more information call 800-344-9944, email
sales@proteledata.com, or visit
www.professionalteledata.com.
Startel's Call Management
Center (CMC) offers intelligent form routing that provides advanced scripting
capabilities and enables a call center to script a call flow, helping guide
agents through the call process. CMC provides flexibility to enable agents to
accommodate callers whose communication doesn't follow the order of the script
while applying the form's logic. Available in both the message slip and
IntelliForm, intelligent form routing can be combined with intelligent
dispatching, enabling scripting to define the specific information that is to be
delivered based upon call flow.
With the enhancements available
in Startel's CMC platform, call centers will be able to reduce agent error while
processing calls more efficiently. This results in reduced overhead and
increased customer retention.
Startel's Call Processing System
(CPS) provides many of the CMC features for smaller call centers looking for
advanced features that fit within their budget, offering them the ability to
easily handle complex accounts while reducing the agent stress in meeting these
clients' advanced requirements.
Startel's CMC platform has both a
CTI interface as well as an interface for Startel's 5700 Digital Switch for
those that would like to utilize an ACD platform.
For more information, call Dan
Feis at 800-782-7835 or visit
www.startelcorp.com.
Message taking in Szeto
Technologies' turnkey Call Linx TAS system can be either scripted or
form-based.
Scripted message taking is a
fully integrated function in Call Linx TAS. Clients' greetings, instructions,
message recipients, on call personnel, and delivery procedures are all integral
parts of the script, which means that no separate information lookup is
necessary. The conversational path is conditional on a caller's response, and
collected information can be remembered to auto-fill subsequent entries. When
the information collection is complete, it is delivered in a message form.
Traditional form-based message
taking in Call Linx offers multiple forms for various types of calls. The form
rules determine the disposition of a message and present the appropriate closing
phrase. "One-Touch" call termination guides the message through the proper
dispatching actions. Whether the message requires an immediate or scheduled
delivery or is sent to a supervisor for review and dispatch, it is transparent
to the agent that answers the call.
Call Linx TAS operates on the
license-free Linux operating system, which is noted for its stability and
security. Its internal call center switch, VMS4500, offers voicemail,
music-on-hold, announcements, multiple greetings, and
call-forward-to-one-number. Voice quality is clear, and its integrated
Web-based voice logger is accessible from multiple agent stations, whether
remote or local.
For more
information, contact Szeto at 888-421-3737,
info@szeto.ca, or
www.szeto.ca.
Spectrum by Telescan,
powered by the patented Spectrum Prism, makes call response even faster.
Spectrum features include advanced scripting with integrated on-call information
and inbound email control that reduces errors and training time while increasing
caller response.
Telescan will build a system to
fit your business, with a full range of messaging solutions including:
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Two-way Internet and wireless
communications
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Integrated scripting
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An intuitive, user-friendly,
point-and-click interface
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Powerful navigator hypertext
capabilities
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Customized account screens, message
templates, and conditionals
Spectrum is designed with open
architecture and requires no proprietary hardware. Spectrum Prism is a Windows
2003-based server. All Spectrum software is PC-based.
For more information, call
Patty Anderson at 800-770-7662 or visit
www.telescan.net.
For
additional information about these vendors you can read their literature
online.
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