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:

• Open architecture: The entire Evolution system is designed on standard Windows operating systems.

• Open databases: Every detail of the system, user, client, and message information is stored in Open Database Compliant (ODBC) tables.

• 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:

• Two-way Internet and wireless communications

• Integrated scripting

• An intuitive, user-friendly, point-and-click interface

• Powerful navigator hypertext capabilities

• 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.