ShoreTel Professional Services Catalog of Integrated Applications

Transcription

1 ShoreTel Professional Services Catalog of Integrated Applications Interactive Voice Response (IVR) Applications - Interactive telephone self service applications - Integration with back end customer data - Software only Applications loaded onto ShoreWare Director or DVS servers - Economical alternative for Workgroup customers who do not require full Contact Center - Cost effective, created from a library of building blocks - Built to customer requirements - Flexible, configurable via XML script files - Text to Speech optional for audio rendering of dynamic data Examples - Medical Billing self service financial transactions application o Account balance inquiries o Credit Card payment transactions o English & Spanish Language Menus o Integration with customer databases and back end banking system - Subscription Refill Voice Forms Application o Callers respond one by one to questions when prompted o All answers are consolidated into a single voice file which is stored in a ShoreTel Voic box o Administrators later retrieve and fulfill medicine refill requests ShoreTel EasyPop Application - Generic desktop client screen pop helper application - Provides ability to execute a particular user defined program, batch file, or URL when an incoming call arrives and/or an outgoing call is placed - Any or all available ShoreTel call properties including IVR collected digits can be passed to an outside program - Software only Application loaded on a user s desktop computer - For demo version see: ftp://psapp:sw616psa+@ftp.shoretel.com/steasypopdemo.zip - Speeds development of proprietary applications by insulating user from ShoreTel programming details - User concentrates on target function development and simply configures ShoreTel EasyPop settings as desired - Flexible settings: Inbound/Outbound, Internal/External, On Answer/On Appearance - Choice of automatic or user-initiated trigger behavior

2 - Customers with basic screen pop needs and sufficient knowledge of in place data systems - Any customer that wants to minimize investment in phone system technology itself ShoreTel Enhanced Paging Application - Paging solution that offers alternative to built-in ShoreTel paging - Distributed solution, allows for intra-site paging to reduce WAN traffic - Supports Forced and Optional modes for emergency versus informational purposes - Includes Text Paging to user telephone displays - Convenient web-based administration for setting up paging groups - Support for super groups containing multiple individual groups - Automatic call throttling Paging calls sent out in batches to groups with more than 100 members - Optional forced mode puts any existing call on hold and connects to user to play page - Support for Extension ranges to ease administration - Text pages of up to 4000 characters entered and sent to selected groups via web page - Textual page will cause an audio beep on user s ShoreTel phone and display will light - Large Multisite companies for whom paging in critical situations is important - Customers concerned about WAN usage ShoreTel Caller ID based Routing Application - Server application that distributes incoming calls to configured destinations based on Caller ID - Supports routing based on domestic and international number formats - Calls with no caller ID will be routed to a configured default destination - Includes a web based, password authenticated administrative interface for creating rules table - Lightweight software application installed on Director or any DVS server - Convenient web-based administration - Flexible rules configuration - Application is associated with a Route Point; calls are routed to RP using standard system facilities - Wide variety of businesses who want to automatically and efficiently direct incoming calls on a systemwide basis ShoreWare Workgroup Monitor Application - Real-time performance display for ShoreTel Workgroups - Statistics displayed in graphical and table formats - Customizable thresholds for visual red/yellow/green status indication - Software loaded onto ShoreWare Director server and associated client machines - Key enhancement to Workgroup offering for customers who do not require full Contact Center ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 2

3 - Enables call center supervisors to react quickly to trends such as increasing long wait times or large numbers of abandoned calls - Supervisors customize their application palette to contain the set of views relevant to them - Intuitive and easy to configure - Version 1 contains At a Glance, Trend, and Abandoned Call Detail views and is available today - Significant Enhancements for Version 2 under development (Availability will be announced) - Any company that uses ShoreTel Workgroups and wants to improve call center efficiency and customer satisfaction Enhanced ShoreTel Workgroup Reports - Historical reports which enhance ShoreTel s standard Workgroup reporting capabilities - Workgroup Exceptional Call Report (includes Abandoned Calls only view) - Workgroup Target Service Level Agreement (SLA) Report - Workgroup Agent Detail Login/Logout Report - See full specifications at: - Fully compatible with ShoreTel releases 6.1 and greater - Fully compatible with ShoreWare Web Reporting License - Help call center supervisors to gain an added level of insight into operations - Track performance, improve operations, and anticipate problems - Any company that uses ShoreTel Workgroups ShoreTel Custom Reports - Specialized reports delivered according to customer specifications - Summary views can combine data from ShoreTel CDR as well as external customer data sources or additional data generated as necessary - Provide customers with views of data that directly impact the way they run their businesses - Reports are easily accessible via web links and provide advanced features upon request o Input parameter sets can be saved for repeated runs o Reports can be set to run automatically based on defined schedules - Fully compatible with ShoreTel releases 6.1 and greater - Fully compatible with ShoreWare Web Reporting License Examples - Custom User Activity Report combining data from ShoreTel CDR and external customer database - DND Activity Report (requires TAPI application for recording additional data points) ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 3

4 ShoreTel Jack Henry Symitar Integration Application - Screen pop application for popular credit union core processing system - Jack Henry Symitar is a leading system provider to Credit Unions - ShoreTel interacts with Symitar s Windows thick client component named Episys - Lightweight desktop client software - ShoreTel differentiator in Credit Union vertical - Leverages built-in Symitar telephony framework Telephone Call Queue - ShoreTel integration compatible with both ShoreTel Workgroups and Enterprise Contact Center - Credit Union member enters Account number via front end IVR - When no match is found, an Account lookup Window will pop to user - Cost effective, built from a library of building blocks - Reliable Account number-based record matches - Credit Unions who want to increase efficiency and member service levels Call Handling Mode (CHM) Schedule Application - Automatically sets a group of phones into busy or available states based on a configurable schedule - Phone states are set based on hour of the day for each day in the week - Used to prevent inbound calls at certain times of day - Extends ShoreTel s ease-of-use story - Centralized management for consistent system behavior and less work for users - Intuitive color coded administrative interface - Pairs perfectly with ShoreTel CHM Override Application for full flexibility - K-12 schools for blocking calls into classrooms during teaching hours Call Handling Mode (CHM) Override Application - Allows phones in DND or forwarded modes (e.g. In a Meeting ) to be called - Caller must use special dialing technique to activate - Natural pair for ShoreTel CHM Schedule Application - Fully automatic Once installed, application runs continuously in background - Special dialing technique can be shared with limited group of company personnel - Dialing technique simple and configurable - Configurable no answer timeout before caller will be transferred to called party s voic box - Calls must be made from ShoreTel IP phone ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 4

5 - Natural fit for customers (e.g. K-12 schools) who purchase CHM Schedule Application - Any customer who desires ability to communicate instantly and privately (i.e. not via intercom) with employees regardless of phone mode User Group Schedule Application - Automatically sets a group of phones into standard or restricted states based on a configurable schedule - Phones are assigned to User Groups based on hour of the day for each day in the week - Underlying User Group calling permissions are configured as appropriate - Used to prevent outbound calls (except those to 911) at certain times of the day - Prevents unauthorized telephone use during non-business hours - Centralized management for consistent, automated behavior - Intuitive color coded administrative interface - A variety of settings involving various employees with differing communications needs - Examples: Dormitory environments during study hours, office buildings with night crews Call Compliance Teleblock TM Do Not Call Database Integration - Real-time Connection to up-to-date Do Not Call (DNC) number data - DNC enforcement is combined with call coding capabilities of ShoreTel Cost Recovery Integration - Seamless integration with hosted system: - Solution replaces built-in ShoreTel Account Code Feature - Software only Application loaded onto ShoreWare Director server - Automatic screening and blocking of calls in real-time - Teleblock database always up to date - Teleblock contains all available federal, state, wireless, 3 rd party, and in house DNC lists - Call Compliance Teleblock TM system is national leader, patented, and multi-award winning - Support for single button call tagging when a user encounters a new DNC number - ShoreTel subscribers individually configured for one or both of Call Blocking and Call Coding - ShoreTel maintains detailed log of DNC blocking events for later review & analysis - Teleblock database could be replaced with customer s own DNC database if desired - Any company involved with outbound calling campaigns o Businesses dependent upon cost-effective outbound marketing o FCC fines retroactive and prohibitively steep o Fee avoidance ROI easily demonstrable ShoreTel AppDialer Application ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 5

6 - Supports easy dialing from any Microsoft Windows application - Simply select phone number text, then press a hot key or click the AppDialer icon - Compatible with Microsoft Office Applications such as Word, Outlook, Excel, and PowerPoint - Broadly applicable solution for dialing from any 3 rd party application - Client software loaded on user desktop machines - Generic works everywhere solution - Extends ShoreTel s reach to the desktop - User friendly Keyboard centric users can define their own hot keys - Lightweight and automatic - Any customer whose users want to click to call from their Windows desktop Schedule based Routing ( On Call Router ) Application - Automatically routes inbound calls based on a customer-defined schedule - Administrative interface for editing schedules and routing destinations - Automates contact of professionals according to on call schedule e.g. via paging - Software Application loaded onto ShoreWare Director or DVS server - Eliminates overhead by automating communications - Intuitive color coded administrative interface - Day, Week, Month, and Year schedule views - Lightweight server application associated with ShoreTel Route Point - Medical environments with on call doctors assigned according to a schedule - Helpdesks where the on call support individual or group varies based on a schedule ShoreTel Lexis/Nexis Time Matters Integration Application - Seamless integration of leading legal software with ShoreTel UC system - Automated access to client records & creation of phone records based on phone number matches - Embedded click to call support (works natively with ShoreTel TAPI) - Users customize application behavior according to individual preferences - Client software loaded onto users desktop computers - Time Matters is a leading practice management system: - ShoreTel integration a significant competitive differentiator - Combines voice capabilities with immediate access to customer data - Enhances caller satisfaction and employee productivity - Consolidates all client-related data and communications within a single repository - Law Firms who use Lexis/Nexis Time Matters as their practice management system - Any Professional Services firm who uses the Time Matters system ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 6

7 ShoreTel RightNow TM CRM Integration - Desktop client application to automate RightNow TM CRM screen displays - Software accepts call parameters and triggers RightNow TM CRM behavior accordingly - Examples: o Trigger RightNow TM CRM incident screens based on incident ID entered by caller via IVR o Trigger contact screen display based on caller ID o Create a new incident based on IVR-entered parameters such as product model number - Compatible with ShoreTel Enterprise Contact Center (ECC) or Workgroups environments - Customizable to align with specific customer call flows and RightNow implementations - Software only Application loaded on a user s desktop computer - Increases agent productivity be automating routine tasks - A natural extension for customers who have deployed RightNow TM CRM - Flexible settings: Inbound/Outbound, Internal/External, On Answer/On Appearance - Also choice of automatic or user-initiatied pop - Can be paired with ShoreTel AppDialer to provide outbound click to dial from RightNow TM CRM - Any customer running RightNow TM CRM - May apply to Sales, Support, or Manufacturing Logistics functions Automatic Call Recording Application - Application to automatically record all external calls to user extensions - Recordings are handled identically as they would be if the users themselves initiated from Call Manager o User s voic delivery options will be used o Call Manager will show that recording is active o Users can stop recording initiated by the application using Call Manager - Software Application loaded onto ShoreWare Director server - Automates recording so that results not dependent upon user behavior - No ongoing maintenance Service will run continuously until stopped - Any customer for whom recording of all calls is critical ShoreTel Call Screening Application - Server application that allows ShoreTel users to screen inbound calls before deciding to speak with caller - Application diverts and answers incoming calls, first asking callers to speak their names ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 7

8 - After recording his or her name, caller is put on hold while application calls ShoreTel user to verify whether he or she wants to accept the call - ShoreTel user presses 1 to be connected or 2 to send caller to voic - Calls to ShoreTel users will not be forwarded immediately to Voic if not answered. - Customer can set a configurable timeout and number of re-prompt attempts before application will give up and transfer to voic . - Application will ensure presentation of caller ID of original calling party on phone displays - Convenient web-based administration - Flexible rules configuration - Application is associated with a Route Point; calls are routed to RP using standard system facilities - - Any customer whose users can increase their efficiency by prioritizing which calls to answer live - Nice option in response to capabilities of competitive offerings ShoreTel Nuisance and Junk FAX Call Handler Application - Call monitoring application that disallows incoming calls from designated phone numbers - Calls from blocked numbers are automatically disconnected - Calls with no caller ID are redirected to a voic box with recorded message - Application is loaded onto ShoreWare Director or DVS server and continuously monitors all extensions - Lightweight software application installed on ShoreWare Director or any DVS server - Convenient web-based administration - Wide variety of businesses that are harassed by nuisance calls ShoreTel Call Quality Monitoring Tools - Pair of applications intended to help troubleshoot call quality issues o ShoreTel Call Log Server o ShoreTel Call Test Client - ShoreTel Call Log Server o Allows users to tag calls using a specific digit sequence (e.g. *** ) in case of bad audio o Call details will be logged to the Windows Event log o Installed on HQ or DVM server o Acts as server to ShoreTel Call Test Client - Test Call Utility o Allows administrator to perform test calls remotely via command line o Test Calls can be made from any internal station extension to a specified number o Calls automatically connect and disconnect after some period of time o Returns call results to console and to scripts o Utility is installed on same server (HQ or DVM) as ShoreTel Call Log Server ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 8

9 - Facilitates diagnosis of difficult to isolate call quality issues - Hearsay reports transformed to quantitative statistical data - Allow administrative personnel to run test calls and analyze results remotely - Broad spectrum BCA (Bridged Call Appearance) Call Hold Monitor - Application to monitor BCA calls which have been on hold for more than a configured time - Calls are transferred to a configurable destination when call hold time is exceeded - Ensures customer satisfaction by guaranteeing that phone requests are handled promptly - Helps to guarantee that no end customer is left on hold for an unreasonable length of time - Simple configuration - Support for multiple BCAs within a system - Retail environments where personnel serve both live customers and phone requests o Auto Parts, Appliance centers o Grocery Stores o Department Stores - Any customer who uses the Bridged Call Appearance feature ShoreTel Super Group Application - Enhanced Hunt Group Feature - Allows more than 16 phones (up to 100) to simultaneously ring in response to an inbound call - Phones will ring until configurable timeout period expires then transfer caller to Voic - Fills competitive gap with a common legacy feature - Phone displays present Route Point name and calling party number - Phone display example: House Phone (401) Simple configuration - Any environment in which traditional multi-phone ringing behavior is desirable ShoreTel Professional Services: Integrated Applications Catalog V1.0 August, 2008 Page 9