Envox Call Information Manager
|
|
- Marybeth Wilcox
- 8 years ago
- Views:
Transcription
1 Envox Call Information Manager Are you a developer looking for a way to integrate telephone call management and associated customer information into your existing applications? Have your customers expressed interest in collecting and tracking caller information such as Automatic Number Identification (ANI), Dialed Number Identification Service (DNIS), or account numbers, and accessing this information from an application as the call arrives? If so, you ll be interested in the Envox Call Information Manager. The Envox Call Information Manager is a software module that synchronizes voice and data information for your business applications. It monitors interactive voice response (IVR) ports, agent extensions, automatic call distribution (ACD) queues, and route points, generating a unique call identifier that is valid for as long as the call is active in the system. One of the benefits of computer-telephone integration (CTI) and Internet telephony is that caller data can be associated with a call and made available to each application that handles that call. For example, initial caller information might be collected by an IVR or automatic speech recognition (ASR) system, deposited into the call information manager database, and later used to trigger database displays ("screen pops") for customer service representatives (CSRs) that handle the call. Some telephone systems are capable of directly associating a small amount of caller data with a call, and Envox CT Connect Software supports this mode of operation. But with most telephone systems, the CTI application must use indirect methods to achieve this association. This method involves the creation of a call-data table within the application and the ongoing management of this table by monitoring the call reference identifiers generated by the telephone system as calls are established, transferred, and disconnected. The biggest obstacle to your success using this method is that call reference numbers are not consistent among vendors and the programming logic to manage caller data varies from one telephone system to another.
2 Features and Benefits Applications Manages all complex switch-dependent call tracking for your business applications Provides a common interface across single and multiple site configurations Call information manager "data store" supported via multiple methods Customer relationship management (CRM) ecrm Workforce management Desktop applications Interactive voice response (IVR) Help desks SQL-compliant databases Native call information manager APIs Automated synchronization and maintenance of call data between host memory and database(s) Call data keyed by telephone extension Provides access to caller data without having to CTI-enable your application Flexible licensing options Single or multisite licensing Entry-level or unlimited device licenses To assist application developers and integrators in properly implementing this functionality, Envox provides the Envox Call Information Manager. The call information manager is a software module that operates in conjunction with Envox CT Connect to implement call-data tables that are flexible and easy to integrate with user applications. Call-data tables are implemented as either a memory resident table or a pair of simple System Query Language (SQL)-compliant data tables. Application software can place large amounts of caller data into the tables at any point during a call. The call information manager maintains table entries so that each call and its associated data remain linked. This call data is automatically synchronized and maintained between the host memory and database(s). This association will remain in place as the call is transferred from one extension to another on local or remote telephone systems (multiple site configurations). As a result, applications can retrieve the call data at any time during the life of the call.
3 A Typical Call Scenario Multiple Locations A typical call scenario would proceed like this. 1. A call arrives on an outside line and is directed by the telephone system to an IVR extension. 2. Envox CT Connect notifies the Envox Call Information Manager of the arriving call. 3. The call information manager constructs the necessary call information in its data store, inserting calling and called number information, if available. 4. The application reads the calling and called number from the call information data tables in the call information manager 5. The application collects additional caller information from the IVR system, and updates the call information manager 6. The IVR system transfers the call to an ACD queue. 7. The telephone system directs the call to an available CSR. 8. Envox CT Connect notifies the call information manager of the transferred call. 10. The CSR s desktop application executes a "screen pop" by querying the information in the call information manager 11. The CSR transfers the call to an ACD queue on a remote telephone switch. 12. The call processing software notifies the local call information manager monitor of the transfer. 13. The local call information manager updates the 14. The call transfer arrives and is directed to the ACD queue on the remote switch. 15. Envox CT Connect notifies the call information manager that is monitoring the remote switch that a call is arriving. 16. The call information manager at the remote site requests the call information from the local call information manager and the data store is synchronized at both sites. 17. The CSR s desktop application at the remote site executes a "screen pop" by querying the call information manager 9. The call information manager updates the data store to reflect the new association between the caller data and the CSR extension.
4 Envox CT Connect and Envox Call Information Manager Using the Envox Call Information Manager, application programmers no longer need to implement detailed call-flow logic in order to enable CTI features in their applications. Caller data is readily available in the call information manager data store using either familiar database retrieval techniques, or directly from a memory resident table, via a C application programming interface (API). All the potentially complex, switchdependent call tracking is handled by the call information manager. At the same time, the open design of the Envox CT Connect architecture is preserved and applications that require direct connectivity to the call processing software for more sophisticated CTI functions are not restricted. Other Envox CT Connect is open, standards-based call control server software that must be installed as a prerequisite for Envox Call Information Manager operation. The call information manager uses the call processing software to establish a communications path to the telephone system to receive call events and call identifiers. The call information manager correctly tracks calls made either through an application or dialed manually. A separate copy of the call information manager is required at each site and telephone system when multiple site capabilities are required. A second copy of Envox CT Connect may not be required in all instances. applications can use the call processing software concurrently with the call information manager. The call information manager supports a subset of the telephone systems supported by the call processing software. The user interface for the call information manager is consistent for a single or multiple site installation. Contact Envox or consult for a current list of supported telephone systems. Applications query the call information manager using the IVR or agent extension. The call information manager can manage the complex tracking of calls within one or more call centers. The call information manager utilizes the Microsoft Open Database Connectivity (ODBC) interface to communicate with a number of call information manager-supported databases. Contact Envox or consult for a current list of compatible database products.
5 The Envox Call Information Manager is available in four configurations running on the Microsoft Windows NT and Windows 2000 operating systems. In a single switch and single call information manager environment A full configuration, supporting an unlimited number of telephone devices Envox Call Information Manager licenses enforce single- or multiple-site configurations and place a limit on the number of concurrent devices monitored. In order for the call information manager to receive call event information, it must ask the Envox CT Connect to create an association between itself and that device; the device is then considered assigned. A 25-device configuration, supporting up to 25 monitored telephone devices In a multiple switch and multiple call information manager environment A full configuration, supporting an unlimited number of telephone devices A 25-device configuration, supporting up to 25 monitored telephone devices
Oracle IVR Integrator
Oracle IVR Integrator Concepts and Procedures Release 11i for Windows NT July 2001 Part No. A86103-03 1 Understanding Oracle IVR Integrator This topic group provides overviews of the application and its
More informationOracle PeopleSoft CRM Integration into the Contact Center. Technical Integration Brief
Oracle PeopleSoft CRM Integration into the Contact Center Technical Integration Brief Table of Contents Table of Contents... 2 Introduction... 3 Integration Overview... 4 Customer Need... 5 Process Scenario...
More informationEnhancing Call Center Efficiency with Screen Pops The Path to Improved Customer Service
Enhancing Call Center Efficiency with Screen Pops The Path to Improved Customer Service TeleVoice, Inc. All Rights Reserved. Table of Contents Executive Summary - 03 Why Screen Pops? - 04 Screen Pops Technology
More informationIntegrating Voice and Data for Call Center Excellence. logicalage CTI-enabled Contact Control Center
Integrating Voice and Data for Call Center Excellence gent logicalage CTI-enabled Contact Control Center Agent - Call Center Contact Control logicalagent World class service is achieved when: Calls are
More informationHow To Use Envox Cconnect (Cnt) For Business
Envox CT Connect Envox CT Connect lets business applications manage, monitor, and control calls in a variety of communication environments. The software supports the leading PBX/ACDs and IP communication
More informationDeploying Cisco Unified Contact Center Express Volume 1
Deploying Cisco Unified Contact Center Express Volume 1 Course Introduction Learner Skills and Knowledge Course Goal and Course Flow Additional References Your Training Curriculum General Administration
More informationEnhancing Call Center Efficiency with Screen Pops
Enhancing Call Center Efficiency with Screen Pops The Path to Improved Customer Service Consumers routinely complain about the time and effort required to have their questions answered or problems resolved
More informationUCCXA: Cisco Unified Contact Center Express Advanced v4
Course Outline Lesson 1. IPCC Express Overview/Review Components Definitions The Call Flow The Debug Process Triggered Debugging Non-Triggered Debugging Lesson 2. Troubleshooting Concepts The Call The
More informationPBX IVR ACD. 7011Koll Center Parkway, Suite 150 Pleasanton, CA 94566-3140. Phone: (925) 461-4510 Fax: (925) 461-4520 SUPERVISOR, MANAGER
In today s competitive environment, reducing customer service telephone-based customer interaction overhead, improving call handling quality, and maximizing the effectiveness of customer service is a must.
More informationUCCXA: Cisco Unified Contact Center Express Advanced v4
Course: UCCXA: Cisco Unified Contact Center Express Advanced v4 Description: Students build on the knowledge and scripting experience gained in the prerequisite UCCXD course by exploring more advanced
More informationAA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries.
CRM Glossary Guide AA Automated Attendant is a device connected to voice mail systems that answers and may route incoming calls or inquiries. ABANDON RATE Abandon Rate refers to the percentage of phone
More informationWhite Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007
Overview of Call Centers White Paper Integration of TTY Calls into a Call Center Using the Placeholder Call Technique Updated: February 2007 All organizations have a phone system, but a call center has
More informationWhite Paper UC for Business - Outdial Queuing
UC for Business - Outdial Queuing NEC Australia nec.com.au Table of Contents Introduction...4 Overview...4 What is Outdial Queuing?...4 Physical Architecture...5 Call Delivery Process for Outdial Queuing...6
More informationThe Cross-Media Contact Center
Whitepaper The Cross-Media Contact Center The Next-Generation Replacement for the Traditional Call Center Intel in Communications Executive Summary Because call centers are a principal point of contact
More informationUCCXA - Cisco Unified Contact Center Express Advanced v4
UCCXA - Cisco Unified Contact Center Express Advanced v4 Eğitim Tipi ve Süresi: 5 Days VILT UCCXA - Cisco Unified Contact Center Express Advanced v4 Cisco Course v4.0 Cisco Contact Center Express Software
More informationHealthcare Solutions Summary
Healthcare Solutions Summary Healthcare Solutions for NEC, Nortel, Avaya, Mitel, and Siemens telephony platforms A TFB Whitepaper We open systems Healthcare Solutions Overview A TFB Whitepaper, Feb 2004
More informationPurpose. How it works. Benefits. 1. Caller Makes an inbound call. 2. ACD chooses the next available agent and notifies the CTIS Server
Inbound Screen Synchronization Purpose This capability connects the caller (customer or client) with your customer database. Your customer service representative is: Able to provide a more rapid response
More informationDeploying Cisco Unified Contact Center Express - Digital
Course Code: CUCCX Vendor: Cisco Course Overview Duration: 5 RRP: 2,396 Deploying Cisco Unified Contact Center Express - Digital Overview This course provides you with hands-on experience and knowledge
More informationIntel NetMerge Call Processing Software Introduction
Intel NetMerge Call Processing Software Introduction Order Number: 05-0414-007 Software/Version: Intel NetMerge Call Processing Software Version 6.0 INFORMATION IN THIS DOCUMENT IS PROVIDED IN CONNECTION
More informationMitel MiContact Center Enterprise & Business
Mitel MiContact Center Enterprise & Business For The MiVoice Business Platform Strengthen customer relationships while protecting the bottom line Your contact center is the primary interface to your organization,
More informationUnified Contact Center
Unified Contact Center for Microsoft Lync Server 2010 & 2013 Qualified Contact Center Solution MaxACD Unified Contact Center for Microsoft Lync Server 2010 and 2013 With Microsoft Lync now being deployed
More informationCONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY
CONTACT CENTER TEAM PRODUCTIVITY SUITES ENHANCE EFFICIENCY A WHITE PAPER ON THE BENEFITS OF DEPLOYING AN ADVANCED, CONFIGURABLE CONTACT CENTER TEAM APPLICATION SUITE; ENHANCES PRODUCTIVITY, DELIVERS SUBSTANTIAL
More informationWorkforce Management IVR. A multi-service voice platform
WFM Workforce Management IVR Information Sheet Introduction High Level Overview Features Solution Components Industries Applications Call Flows Reporting Implementation and Deployment About Syntellect
More informationCUSTOM INTERACTIVE VOICE4NET TELEPHONY SOLUTIONS. Contact Center HD. www.voice4net.com
Contact Center HD Contact Center HD (CCHD ) With competition on a global basis, increased demand from users and lingering economic uncertainty, contact centers are a critical component in any company s
More informationFOR SHORETEL CHAMPION PARTNERS ShoreTel Contact Center Workgroups vs. ECC 9 GENERAL SYSTEM OVERVIEW
FOR SHORETEL CHAMPION PARTNERS ShoreTel Contact Center Workgroups vs. ECC 9 Features Targeted Solutions Workgroup GENERAL SYSTEM OVERVIEW Informal ACD Groups Enterprise Contact Center 9 Medium to Large
More informationORACLE ADVANCED INBOUND TELEPHONY
ORACLE ADVANCED INBOUND TELEPHONY KEY FEATURES Oracle Advanced Inbound Telephony is an application that COMPREHENSIVE CTI AND TELEPHONY SUPPORT Support enterprise-wide, multi-site contact centers Support
More informationDescription: Objective: Upon completing this course, the learner will be able to meet these overall objectives:
Course: Deploying Cisco Unified Contact Center Express Software v9.0 Duration: 5 Day Hands-On Lab & Lecture Course Price: $ 3,695.00 Learning Credits: 37 Description: Deploying Cisco Unified Contact Center
More informationCisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
More informationA Highly Flexible, Two-Tiered Offering
brochure MITEL MiCONTACT CENTER BUSINESS & ENTERPRISE EDITION A Highly Flexible, Two-Tiered Offering Mitel Mi Business and Enterprise Edition are designed for small-and-medium to enterprise-sized businesses
More informationCONTACT CENTER SOLUTIONS
BROCHURE CONTACT CENTER SOLUTIONS STRENGTHEN CUSTOMER RELATIONSHIPS WHILE PROTECTING THE BOTTOM LINE. Your contact center is the primary interface to your organization, for your most valuable asset your
More informationAlcatel-Lucent OmniTouch Contact Center Standard Edition The scalable and reliable contact center to support your business
Alcatel-Lucent OmniTouch Contact Center Standard Edition The scalable and reliable contact center to support your business Strategic solutions for enterprises Contact centers are a critical component of
More information8x8 Virtual Contact Center
8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center
More informationCriminal Management Reporting System. Automated Tracking System FOR For Low Risk Probationers
Criminal Management Reporting System Automated Tracking System FOR For Low Risk Probationers INTRODUCTION Criminal Management Reporting System, Otherwise known as C.M.R.S., serves the low risk probation
More informationALCATEL-LUCENT OMNITOUCH CONTACT CENTER STANDARD EDITION The scalable and reliable contact center to support your business
ALCATEL-LUCENT OMNITOUCH CONTACT CENTER STANDARD EDITION The scalable and reliable contact center to support your business STRATEGIC SOLUTIONS FOR ENTERPRISES Contact centers are a critical component of
More informationMITEL MiCONTACT CENTER
BROCHURE MITEL MiCONTACT CENTER A HIGHLY FLEXIBLE, TWO-TIERED OFFERING Mitel Mi Business consists of Mi Business Edition and Mi Enterprise Edition. Enterprise Edition is available in several different
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationSistel Call Center - IVR Module Guide. Sistel Call Center. IVR Module. www.smartsoft-eg.com
Sistel Call Center IVR Module Introduction The need for a human operator to handle a high volume of simple repetitive phone calls is a thing of the past. Today, Computer Telephony Integration (CTI) leverages
More informationMeridian Public Schools
+- Meridian Public Schools Unified Communications Request for Proposal April 12 th 2012 Submitted by: Vendor Name: Phone #: Email: TABLE OF CONTENTS 1. COMPANY OVERVIEW...3 2. INSTRUCTIONS...4 2.1. OBJECTIVE...4
More informationDeploying Cisco Unified Contact Center Express 5.0 (UCCX)
Deploying Cisco Unified Contact Center Express 5.0 (UCCX) Course Overview: This course, Deploying Cisco Unified Contact Center Express (UCCX) v5.0, provides the student with handson experience and knowledge
More informationCost Effective Deployment of VoIP Recording
Cost Effective Deployment of VoIP Recording Purpose This white paper discusses and explains recording of Voice over IP (VoIP) telephony traffic. How can a company deploy VoIP recording with ease and at
More informationThe easiest way to create Auto Attendant, IVR, Voicemail, Predictive Dialer and ACD systems
VoiceGuide IVR Katalina Technologies The easiest way to create Auto Attendant, IVR, Voicemail, Predictive Dialer and ACD systems See www.voiceguide.com for a free fully working evaluation download. VoiceGuide
More informationDoug C. Wells Technical Architect
VIRTUAL CALL CENTER Doug C. Wells Technical Architect Information Processing Division How Did DETR Get Here? What We Had: Existing system at end of life, out of warranty, and no vendor support Replacement
More informationIVR CRM Integration. Migrating the Call Center from Cost Center to Profit. Definitions. Rod Arends Cheryl Yaeger BenchMark Consulting International
IVR CRM Integration Migrating the Call Center from Cost Center to Profit Rod Arends Cheryl Yaeger BenchMark Consulting International Today, more institutions are seeking ways to change their call center
More informationCall Center Metrics: Glossary of Terms
Call Center Metrics: Glossary of Terms A. abandoned call. A call or other type of contact that has been offered into a communications network or telephone system but is terminated by the person originating
More informationb+s Connects CCE Edition
b+s Connects CCE Edition A Business Whitepaper by Bucher + Suter May, 2014 Todd Samalin, Sales Engineer Contents General Introduction... 2 What is b+s Connects?... 2 b+s Connects Introduction... 2 Editions...
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization for your most valuable asset
More informationWhite Paper UC for Business - Process Automation
UC for Business - Process Automation NEC Australia nec.com.au Table of Contents Introduction...3 Overview...3 UCB s Process Automation Solutions...3 Technology Overview...4 Benefits of UCB s Process Automation
More informationContact Center Solutions A Highly Flexible, Two-Tiered Offering
feature matrix Mitel Solutions A Highly Flexible, Two-Tiered Offering Mitel Solutions consist of Mitel Enterprise Edition and Mitel. Whether you run a large, multi-site corporation or a high volume, dynamic
More informationThe following is a list of the features available with the managed Intersoft IP Telephony Services.
The following is a list of the features available with the managed Intersoft IP Telephony Services. Call Forwarding When you are not at your desk, be sure not to miss important calls. Forward call to another
More information8x8 Complete Contact Center
8x8 8x8 services include: Multimedia contact management including phone, chat, email, voicemail, and third-party Internet fax Powerful, easy to use hosted call center solution 8x8 is a hosted call center
More informationInteractive Voice Response (IVR) systems
Interactive Voice Response (IVR) systems Cisco provides an option for running an interface to Interactive Voice Response (IVR) systems. The IVR interface software allows IVRs to take advantage of Unified
More informationAdvanced Multichannel Contact Management
Advanced Multichannel Contact Management Avaya Interaction Center White Paper June 2009 Table of Contents Universal Routing and Queuing...1 Media Blending...3 Personalization and Data Driven Routing...4
More informationSkype for Business Contact Centers: Native vs. Non-Native
Skype for Business Contact Centers: Native vs. Non-Native By Michael Greenlee Director of Service Delivery and Skype for Business MVP Clarity Consulting www.claritycon.com/connect Introduction With the
More informationFEATURE MATRIX. Contact Center Business Edition is the right solution for contact centers that:
FEATURE MATRIX Solutions A Highly Flexible, Two-Tiered Offering Mitel Solutions consist of Mitel Enterprise Edition and Mitel Contact Center Business Edition. Whether you run a large, multi-site corporation
More informationCisco IOS Voice XML Browser
Cisco IOS Voice XML Browser Cisco Unified Communications is a comprehensive IP communications system of voice, video, data, and mobility products and applications. It enables more effective, more secure,
More information1Building Communications Solutions with Microsoft Lync Server 2010
1Building Communications Solutions with Microsoft Lync Server 2010 WHAT S IN THIS CHAPTER? What Is Lync? Using the Lync Controls to Integrate Lync Functionality into Your Applications Building Custom Communications
More informationwww.samcom.com.au Samsung OfficeServ ACD Call Centre Interactive Voice Response (IVR) Samsung OfficeServ ACD/IVR
www.samcom.com.au Samsung OfficeServ ACD Call Centre Interactive Voice Response (IVR) Samsung OfficeServ ACD/IVR OfficeServ ACD Call Centre Samsung OfficeServ ACD Call Centre is specifically tailored for
More informationNEW. ProduCt information
NEW ProduCt information Your customers expect you to provide optimal service with maximum availability. We can help. ELSBETH Communication Manager (ECM) is the innovative solution for centralized management
More informationAvaya Call Recording Solution Configuration
Avaya Call Recording Solution Configuration Avaya IP Office Americas Headquarters OAISYS 7965 South Priest Drive, Suite 105 Tempe, AZ 85284 USA www.oaisys.com (480) 496-9040 CONTENTS 1 Introduction 2 Overview
More informationDUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP
DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP Eğitim Tipi ve Süresi: 5 Days VILT DUCC-CVP v8.0 - Deploying Unified Contact Center Enterprise v8.0 with CVP In this course, you
More informationMedia Call Center. Quick Start Guide. www.dialogic.ro
Media Call Center Quick Start Guide With more than twelve years of expertise in the Computer Telephony Integration field, Mediatel Data Company has demonstrated a commitment to developing powerful solutions
More informationHow to choose the best CRM implementation partner for your call center
WHITE PAPER How to choose the best CRM implementation partner for your call center Top benefits and technology considerations for selecting the CRM that matches your needs INTRODUCTION In the era of multi-channel
More informationContact Center Solutions
1098_5394-Contact_Centre_Solutions_newlook:Layout 1 1/11/10 10:53 AM Page 1 OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center
More informationFrontRange Voice. Password Reset via Self-Service. Presented by: Mark Hodgen Email: mark.hodgen@frontrange.com
FrontRange Voice Password Reset via Self-Service Presented by: Mark Hodgen Email: mark.hodgen@frontrange.com 12/2/2009 Agenda Self-Service Why? Using the telephone for self-service Self-Service via the
More informationCall Center Solution. From
Call Center Solution From About Manila Voice Manila Voice is a provider of state-of-the art Hosted Business Communications Services, and comprehensive, integrated network solutions. We ensure quality,
More informationInter-Tel 5000 Network Communications Solutions
Inter-Tel 5000 Network Communications Solutions 2006 Today s IP-Centric Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your
More informationHP EPICCenter Contact Center Software for VCX Solutions Series
HP EPICCenter Contact Center Software for VCX Solutions Series Data sheet Product overview The HP EPICCenter Contact Center Software for VCX Solutions Series lets organizations offer their customers comprehensive
More informationIVR Edge. IVREdge Features
IVR Edge The use of IVR and voice automation enables a company to improve its customer service and lower its costs. Self-service capabilities enabled by Interactive Voice Response (IVR) technology, allow
More informationHP EPICCenter Contact Center Software for VCX Solutions Overview
Overview Models HP EPIC 10-10-1 Base VCX Software Package HP EPIC 10-1 Base Upgrade VCX Software HP EPIC Agent Set of 5 Upgrade VCX Software HP EPICCenter for NBX-to-VCX Software Upgrade JE261A JE270A
More informationCall Center. Enhance Customer Relation. Eliminate Call Center Complexity and Reduce Costs. Improve Call Center Performance
Call Center Enhance Customer Relation Eliminate Call Center Complexity and Reduce Costs Improve Call Center Performance Get Call Center, Soft Phone, IVR, Predictive Dialer, Call Recording, Quality Management
More informationIVR in Virtual ACD Solutions
IVR in Virtual ACD Solutions West Interactive Corporation Steve McCoy, Director, Technology Strategy March 2008 Background C203: Infrastructure for contact centers adapting to Voice Search What is Voice
More informationWelcome to ScopServ. ScopTEL ACD Module
Welcome to ScopServ ScopTEL ACD Module Table of contents 1. Introduction... 2 2. ACD manager... 3 2.1. Queues... 3 2.1.1. General parameters... 3 2.1.2. Managing notifications (queue)... 3 2.1.3. Managing
More informationMULTICHANNEL CONTACT CENTER rfp Presented by Avaya. IP and Non-IP Call Center
MULTICHANNEL CONTACT CENTER rfp Presented by Avaya IP and Non-IP Call Center Does your voice solution provide integrated call center functionality, both IP and non-ip? Can both IP and non-ip agents be
More informationVirtual Contact Center
Virtual Contact Center MS Dynamics CRM Integration Configuration Guide Version 7.0 Revision 1.0 Copyright 2012, 8x8, Inc. All rights reserved. This document is provided for information purposes only and
More informationERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS
ERICSSON SOLIDUS ecare AGENT, MANAGEMENT AND SELF-SERVICE APPLICATIONS BUILT FOR BETTER BUSINESS Ericsson Solidus ecare multimedia contact center is intelligently built on three fundamental groups of powerful
More informationFor Sales Kathy Hall 402-963-4466 khall@it4e.com
IT4E Schedule 13939 Gold Circle Omaha NE 68144 402-431-5432 Course Number Course Name Course Description For Sales Chris Reynolds 402-963-4465 creynolds@it4e.com www.it4e.com DUCC-CVP v8.0sk For Sales
More informationCALNET 3 Subcategory 6.1 Hosted IVR - ACD. Table of Contents
State of California IFB STPD 12-001-B CALNET 3 Subcategory 6.1 Hosted IVR - ACD Table of Contents 6.1.2.2 Network Based Contact Center (NBCC) General Features... 1 6.1.2.3.7.1 Network Based Automatic Call
More informationwww.globaltelenetworks.com
Call Center Technology Using state-of-the-art technology and fully automated equipments, the call centers have a considerable competitive advantage to offer to the organizations. The latest technological
More informationVocalité Version 2.4 Feature Overview
Vocalité Version 2.4 Feature Overview 1 Copyright and Trademark Information 1994 2005 Interactive Intelligence Inc./ Vonexus Inc. All rights reserved. Vonexus is a wholly-owned subsidiary of Interactive
More informationAvaya Aura Orchestration Designer
Avaya Aura Orchestration Designer Avaya Aura Orchestration Designer is a unified service creation environment for faster, lower cost design and deployment of voice and multimedia applications and agent
More informationTitle of Project (Limited to 50 characters, including spaces): NAME OF PROJECT: INTERACTIVE VOICE RESPONSE (IVR) EXPANSION
Date of Implementation/Adoption: June 2010 Project Status: X Ongoing One-time only Did you submit this project before? Yes X No 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 Executive Summary: Describe the project
More informationCommunications as a Service
Communications as a Service Which edition is best for you? Interactive Intelligence Communications as a Service (CaaS) is a set of cloud based contact center, unified communications, and business process
More informationPegaCALL CONFIGURATION AND OPERATIONS GUIDE FOR CTI LINK WITH AVAYA AURA CONTACT CENTER (AACC) Version 7.1.3.1
PegaCALL CONFIGURATION AND OPERATIONS GUIDE FOR CTI LINK WITH AVAYA AURA CONTACT CENTER (AACC) Version 7.1.3.1 Copyright 2015 Pegasystems Inc., Cambridge, MA All rights reserved. This document describes
More informationMITEL. 5000 Communications Platform
MITEL 5000 Communications Platform Today s Hybrid Communications Platform In today s competitive business environment, you understand the need to optimize the performance of your organization by utilizing
More informationTelephony & Call Centre Unified Communications
Telephony & Call Centre Unified Communications www.cytrack.com CyDesk Telephony for the PC Link your most important tools The PC, Telephone and Internet and create advanced service management and business
More informationPRODUCT GUIDE Version 1.2 HELPDESK EXPRESS 1.0
Version 1.2 HELPDESK EXPRESS 1.0 Revision 1 - March 2005 PRODUCT GUIDE HELPDESK EXPRESS 1.0 Version 1.2 Revision 1 - February 2005 ProTel Communications Ltd. follows a policy of continuous development
More informationCentreVu. Call Recording
CentreVu Call Recording CentreVu Call Recording is hardware and software that integrates seamlessly with your DEFINITY Server. It delivers flexible, high-performance call logging and digital recording
More informationThe Raven Computers introduction to Avaya IP Office
The Raven Computers introduction to Avaya IP Office IP Office - advanced communication for any company 10 reasons to choose Avaya IP Office 1 The right model for your business - With several models to
More informationIntroducing hosted telephony from Foehn
Hosted Telephony Introducing hosted telephony from Foehn Whether you are a start up wanting to appear like an established, professional company or an established company looking to reduce operational budgets
More informationOAISYS and ShoreTel: Call Recording Solution Configuration. An OAISYS White Paper
OAISYS and ShoreTel: Call Recording Solution Configuration An OAISYS White Paper Table of Contents Introduction... 3 ShoreTel Networks... 4 Trunk Side Recording... 4 Station Side Recording... 6 Active
More informationOREGON HEALTHCARE PROVIDER REDUCES COSTS BY UTILIZING THE PRIMAS GROUP TO DEVELOP A CUSTOM POST CALL SURVEY APPLICATION
OREGON HEALTHCARE PROVIDER REDUCES COSTS BY UTILIZING THE PRIMAS GROUP TO DEVELOP A CUSTOM POST CALL SURVEY APPLICATION POST CALL SURVEY SOFTWARE FROM THE PRIMAS GROUP AUGMENTS EXISTING CALL CENTER TECHNOLOGY
More informationUSING CLOUD SERVICES TO INTEGRATE DIVERSE TECHNOLOGY INFRASTRUCTURE AND IMPROVE SERVICE QUALITY
USING CLOUD SERVICES TO INTEGRATE DIVERSE TECHNOLOGY INFRASTRUCTURE AND IMPROVE SERVICE QUALITY AN ULTRA COMMUNICATIONS WHITE PAPER ULTRA COMMUNICATIONS CLOUD CONTACT CENTRE SOLUTIONS www.ultraasp.net
More informationSymposium. Call Center Server. Feature Document. Set your foundation for profitable customer relationships
Symposium Call Center Server Feature Document Set your foundation for profitable customer relationships Table of Contents Introduction....................................................................
More informationDelivering the right contact center solution for your business
Delivering the right contact center solution for your business G ENESYS AN ALCATEL LUCENT COMPANY ACCESS GROUP About Access Access Group is a name that is synonymous with great service offerings. Be it
More informationContact Center Discovery Exercise
Contact Center Discovery Exercise Introduction The County is currently planning to implement a new telephone system, based on Voice over IP (VoIP), including a new Contact Center solution. VoIP is a proven
More informationCisco Agent Desktop for Cisco Unified Contact Center Express 9.0
Data Sheet Cisco Agent Desktop for Cisco Unified Contact Center Express 9.0 Cisco Unified Communications Solutions unify voice, video, data, and mobile applications on fixed and mobile networks, enabling
More information2003-2007, Aplicor, Inc., All Rights Reserved
I N T E G R A T I O N S E R V I C E S W H I T E P A P E R Copyright 2003-2007, Aplicor, Inc., All Rights Reserved Introduction to Integration Services Due to Aplicor s focus on mid-market and enterprise
More informationAn Introduction to Unifying Customer Experience with Microsoft Lync
An Introduction to Unifying Customer Experience with Microsoft Lync February 2015 Contents Executive summary...3 Background... 4 Challenges... 6 Solutions...7 Enhancing the Caller Experience... 7 Unifying
More informationDECODING BUSINESS PHONE BASICS 7 SIMPLE TERMS TO UNDERSTAND BEFORE CHOOSING YOUR NEXT PHONE SYSTEM
DECODING BUSINESS PHONE BASICS 7 SIMPLE TERMS TO UNDERSTAND BEFORE CHOOSING YOUR NEXT PHONE SYSTEM Contents PBX (Private Branch Exchange) IVR (Interactive Voice Response) UC (Unified Communications) VoIP
More informationInstallation and Configuration in Microsoft Dynamics NAV 5.0
Installation and Configuration in Microsoft Dynamics NAV 5.0 8870: Installation and Configuration in Microsoft Dynamics NAV 5.0 (2 Days) About this Course Elements of this syllabus are subject to change.this
More information