Transcript Corporate Strategy Meeting

Amtelco
Presents
Rethink & Reshape
Your Business To
Satisfy Your
Customers Needs
Amtelco Mission
Statement
To develop systems that continually
allow the opportunity for you (our
customers) to rethink and reshape
your business for increased efficiency
and profitability, while giving you the
ability to meet your customers needs.
Amtelco Mission
Statement
To achieve our mission statement we
focus our development on three
equally important areas –
1. Supporting our existing customers
2. New feature development for our
existing Infinity platform
3. New platform development
During this presentation, we will focus
on new features and new
platforms.
What We will Show
You...
We will show you some of the applications,
tools, and technology that you need to
increase efficiency, generate revenue, and
meet your customers needs.
We will review some sample call center
customers and how you can use your Amtelco
toolkit to meet the needs of your customers.
We have provided you with a checklist you
can use to review what you need for your call
center.
Call Center
Applications
Each of your customers has unique needs.
To meet your customers needs, you need
the ability to customize your business. You
must, in effect, become an extension of
your customers business.
Many of these unique needs can be
categorized in terms of call center
applications.
We would like you to challenge yourselves
to find a way to upsell your existing
customers and find new customers for these
applications.
Here are some call center applications -
Call Center
Applications
Traditional Answering Service Applications –
•
•
•
•
•
•
•
•
•
•
Commercial and Medical Messaging
Message Dispatch
Paging
Service Related Businesses
Professional Corporations and Services
Real Estate and Property Management
Manufacturers
Travel and Tourism
Retail
Voicemail
Call Center
Applications
Traditional Medical Applications –
•
•
•
•
•
•
•
•
Physician Messaging
Message Dispatch
Paging
Support of Clinics
Local and Wide Area OnCall Scheduling
Physicians Registry
Patient Information
Intelligent Consoles
Call Center
Applications
Traditional Enhanced/Scripted
Applications –
•
•
•
•
•
•
•
•
•
•
•
Order Entry
Location Referral
Physician Referral
Surveys and Polling
Information Requests
Help Desk
Credit Card Transactions
Highway Emergency Call Boxes
Insurance Quotes
Loan Pre-Qualifications
Product Recalls
Call Center
Applications
New Web and Email Applications –
•
•
•
•
•
•
•
•
Web Enabled Directories
Web OnCall Schedules
Web Operator
Web Chat/Callback services
24 Hour Web Support
24 Hour Email Response
Unified Messaging
Wireless PDA Applications
Call Center
Applications
New Scheduling Applications –
•
•
•
•
•
•
•
•
•
•
•
Hospital Appointment Taking
Clinic Appointment Taking
Operating Room Schedules
Dental Appointment Taking
Service Related Appointment Taking
Class Registration
Event Registration
Reservations
Scheduling of Equipment & Facilities
Automated Outbound Calling
Automated Reminder Services
Call Center
Applications
New IVR Applications –
•
•
•
•
•
•
•
•
•
•
•
•
•
•
Inventory Status
Surveys and Polling
Electrical Cooperatives
Information Requests
Billing Status Checks
Location Referral
Physician Referral
Lead Generation
Lead Followup
Product Recalls
Reservations
Appointment Reminder Calls
Automated Notification Calls
Text to Speech Message Checkin
Call Center
Applications
New Scripted Messaging Applications • Custom Message Flows
• Scripted Message Flows
• Open Database Storage
Use these to expand the services you can
offer your existing clients • Lead Generation
• Scheduled Followups
• Proactive Marketing
• Data Mining
• Interactive Message Dispatch via Web or
IVR
• Customer Relationship Management
(CRM)
• Contact Management
Call Center
Applications
Now that we have reviewed the call center
applications, lets take a look at the tools
you can use to offer the applications to
your customers.
Call Center Toolkit
Your call center toolkit must provide you
with the features and applications
you need to upsell your existing
clients as well as attract new clients.
We will now review the new Amtelco
toolkit.
Later, we will tie the tools together with
sample clients to show you the tools
in action.
Call Center Toolkit
Infinity v5.10+
Infinity is the cornerstone of your call center
toolkit. Amtelco has aggressively added
new features to the Infinity platform in
version 5.10 and beyond •
•
•
•
•
•
•
AutoCall Gateway - Now with Answering
Machine Detection
Account Pro – Now with 500 Accounts
Macro Magic
Dial String Wizard
Call Tracker Reports
eResponse
eVoiceLink
Call Center Toolkit
Infinity v5.10+
Here are a few more Infinity v5.10 features •
•
•
•
•
•
•
•
•
•
Client Setup Billing – Now with Directory
and OnCall setup time
Client Setup Browse
Operator Auto-Connect
Redundant Server with Data Backup
Backup Operator
Account in Use
Auto-record
ISDN ANI Names
Holiday Schedule Entry
Multiple Logins per Operator
Call Center Toolkit
Infinity v5.10+
AutoCall Gateway - For automated outbound
dialing applications -
Call Center Toolkit
Infinity v5.10+
Infinity Account Pro – For multi-office clients
or medical clinics -
Call Center Toolkit
Infinity v5.10+
Infinity Account Pro Status View – To view
the Status of each sub-account -
Call Center Toolkit
Infinity v5.10+
Infinity Client Setup – Setup Timer with
Directory Setup time -
Call Center Toolkit
Infinity v5.10+
Infinity Client Setup Browse -
Call Center Toolkit
Infinity v5.10+
That was a quick look at Infinity v5.10. We
have a brochure and the feature
summary available to give you more
detailed information.
Call Center Toolkit
UltraComm v4.1
UltraComm provides the communications
services for your call center. UltraComm
has been greatly enhanced recently with
versions 4.0 and the new 4.1 •
•
•
•
Fax Services
Email Services
Nurse Triage Integration
UltraTalk – Adds Voice Applications to
UltraComm
• Text to Speech Message Reader
• Directory Reader & Auto-attendant
• Scheduled Reminders
Call Center Toolkit
UltraComm v4.1
UltraComm version 4.1 includes a new
network integration to Infinity. The
network integration allows much more
information to be passed between Infinity
and UltraComm •
•
•
•
Specify Delivery Method (fax number,
email address, file name)
Message History Updates
Failure Notifications
Resend Window
Call Center Toolkit
UltraComm v4.1
UltraComm Failure Call -
Call Center Toolkit
UltraComm v4.1
UltraComm Resend Window -
Call Center Toolkit
UltraComm v4.1
That was a quick look at UltraComm 4.0 and
4.1 with UltraTalk and the new network
integration with Infinity.
Call Center Toolkit
eCreator v2.0
eCreator provides the scripted applications
for your call center. eCreator has been
greatly enhanced recently with version
2.0.
The focus of eCreator 2.0 is to add powerful
applications AND make eCreator much
easier for all call centers to use.
eCreator 2.0 includes • eCreator IVR
• eCreator Supervisor
• eCreator Scripted Messaging
Call Center Toolkit
eCreator v2.0
eCreator IVR – We have added IVR to
eCreator to allow you to voice enable
your eCreator scripts –
•
•
•
•
•
•
Build IVR scripts using eCreator
Supervisor and the Palette
Drag and Drop IVR functions onto a
IVR Flowchart
Build Custom IVR Applications
Use Amtelco IVR Applications
Utilize IVR Text To Speech Engine
Open Database (shared with operator
scripts)
Call Center Toolkit
eCreator v2.0
eCreator IVR – Script Editing
Call Center Toolkit
eCreator v2.0
Sample eCreator IVR Script – Appointment
Confirmation/Reminder call that was
generated as a result of an appointment
entered into eCreator –
IVR was able to play detailed information
about the appointment to the caller using
its database lookup capabilities and text
to speech engine.
Call Center Toolkit
eCreator v2.0
eCreator Supervisor – We have added an
eCreator Supervisor to simplify the setup
of client scripts –
•
•
•
•
Same look and feel as the Infinity
Supervisor
Operator Setup
IVR Setup
Client Setup with • Client Database Creation
• Automated Client Setup Wizard
• Operator script flowchart
• IVR script flowchart
Call Center Toolkit
eCreator v2.0
eCreator Supervisor -
Call Center Toolkit
eCreator v2.0
eCreator Supervisor – Operator Setup
Call Center Toolkit
eCreator v2.0
eCreator Client Setup – Automated Script
and Database Creation -
Call Center Toolkit
eCreator v2.0
eCreator Supervisor – Client Setup Script
Navigation -
Call Center Toolkit
eCreator v2.0
eCreator Supervisor – Client Setup FrontPage
Editing -
Call Center Toolkit
eCreator v2.0
eCreator Scripted Messaging – You can
now build scripted messages for your
clients using eCreator 2.0.
This allows you to address the needs of
clients demanding more customization
than an Infinity message ticket can
offer.
Scripted Messaging does not replace
Infinity Messaging, it enhances it.
Call Center Toolkit
eCreator v2.0
Scripted Messaging – Take Message
Call Center Toolkit
eCreator v2.0
Scripted Messaging – Show Messages
Call Center Toolkit
eCreator v2.0
Scripted Messaging – Show Message &
History
Call Center Toolkit
eCreator v2.0
That was a quick look at the new powerful
features of eCreator 2.0 with its IVR,
Supervisor, and Scripted messaging
application.
Now we will take a look at how some
customers use these tools we have
presented.
Call Center Client
Case Studies
We would now like to show you some
call center client case studies to
show you how this toolkit we have
presented can be used to expand
the services you supply to existing
clients as well as attract new clients.
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Hospital has been using
Amtelco equipment for years to handle
their physician messaging, intelligent
console, and patient information
needs. They do a great job meeting
the needs of their physicians, staff,
and patients.
North Memorial recently made a decision
to web enable their class registration
services for their wellness program.
Lets take a look at how North Memorial
has been able to use their Amtelco call
center applications to achieve their
goals.
Call Center Client
Case Study 1
North Memorial Hospital
When North Memorial made the decision to
web enable their class registration, their
IT department was faced with 2
important questions to answer –
1. Should they hire IT resources and spend
the time to build a custom web
application, or puchase a solution?
2. Should they add the web class
registration to their IT servers and
designate staff to maintain the
application, or outsource the application
to a hosting facility?
North Memorial chose to purchase eCreator
and have it hosted at Amtelco’s secure
hosting facility.
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Web Site -
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Web Site - Class
Registration Introduction -
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Web Site - Childbirth
Class Information from eCreator -
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Web Site - Class
Confirmation from eCreator -
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Class Registration –
Phone based registration -
Call Center Client
Case Study 1
North Memorial Hospital
North Memorial Class Registration - Roster
Reports –
Call Center Client
Case Study 1
North Memorial Hospital
That was a quick look at North Memorial
and how they use Infinity, eCreator,
and Amtelco’s hosting facility to meet
their needs.
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn has some magnificent
apartments that she owns in Tampa
Florida. MaryAnn needs help with sales
calls, apartment showings, and service
requests. Her husband has told ther
that if she can increase the occupancy
rate that he will buy her a stylish new
hat.
Lets take a look at how you can help
MaryAnn get that new hat while
generating revenue for you at the
same time...
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Account Setup –
We used eCreator Supervisor to setup the
Scripted Message flow and the IVR
flow to meet MaryAnn’s needs -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Account Setup –
We used eCreator Supervisor to edit the
Info Pages which appear in MaryAnn’s
account -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Scripted Messaging Flow -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Sales Calls -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Sales Calls – Appointment
Scheduling Calendar -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Sales Calls – Appointment
Scheduling Daily View -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Service Calls - Urgent and Non
Urgent Classification -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Service Calls - Non Urgent
Calls – Message Pickup -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
MaryAnn’s Urgent Service Request –
IVR Dispatch -
Call Center Client
Case Study 2
MaryAnn’s Magnificent
Apartments
Are there any questions about MaryAnn’s
Magnificent Apartments and how you can
use Infinity, eCreator Scripted Messaging
and IVR to help keep her apartments full
and get her a wonderful new hat?
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Carpet Cleaners has been in
business for over 10 years. Peter loves
cleaning carpet and would do it all day
and all night if he could. Peter would
much rather clean carpets than talk to
customers on the phone. Peter is also
an avid diver and would like to buy an
island in the Caribbean some day and
he knows that if he can increase his
customer base and get some repetitive
business, he might someday get that
island.
Lets take a look at how you can help
Peter solve his business problems and
get his island while generating new
revenue for you at the same time...
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Account Setup –
We used eCreator Supervisor to setup the
Scripted Message flow and IVR flow -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Scripted Messaging Flow -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Service Types -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Non Urgent Service Requests -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Non Urgent Service - Appointment
Scheduling -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Non Urgent Service - Message
Pickup -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Urgent Service - Message
Dispatch via IVR -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Peter’s Followup – Proactive Sales via IVR
calls and letters -
You can offer Peter additional services
based on the data you have collect for
him such as proactive marketing calls
and letters or scheduled appointment
confirmations or reminders.
This helps Peter grow his business
without him doing any work and
provides you with additional revenue
at the same time.
Sales IVR Call -
Call Center Client
Case Study 3
Peter’s Carpet Cleaners
Are there any questions about Peter’s
Carpet Cleaning and how you might be
able to use Infinity, eCreator Scripted
Messaging and IVR to help him grow
his business and get his new island?
Amtelco
Presents
We would now like to ask
Gary Kerner &
Mel Carter
to review how you can
market these applications
to your customers