Effective call management saves time and labor costs. Automatic greeting, voice-activated menu navigation, and directory assistance technology can efficiently assist callers before they even speak with a live operator. Automated queue announcements inform callers of the estimated time it will take for their call to be answered and offer a choice to hold or be called back via caller ID or another number.
Ideally, contact center software should feature multi-channel integrations with enhanced call processing to help you prioritize critical calls, provide built-in speech recognition, and offer voice services that improve call routing and management with customizable reporting.
Intelligent Series Platform
The Intelligent Series (IS) provides a full suite of call center and enterprise applications, and integrates tightly with the call management suite, providing full-featured call control and call management.
IS runs on the latest Microsoft Windows Server operating systems and utilizes the Microsoft SQL Server database engine for its database management, storage, and retrieval. IS can run on dedicated Windows servers or can run in a virtual server environment. Virtual server deployment reduces the number of servers needed and provides greater flexibility in terms of redundancy and ease of deployment.
Features of the IS platform include:
IS blends live agent applications with automated voice services and automated call distribution (ACD). Voice services enable stand-alone voice applications to initiate pages and update status without agent involvement. Voice services provide call center functions such as playing greetings to callers with multi-level navigation menus, playing automated call queuing announcements, playing Amtelco’s Perfect Answer automated agent greetings, automated call recording, and playback. Voice services provide MergeComm (Amtelco’s integration engine) automated outbound phone calls with messages played using integrated text to speech.
IS can utilize an existing PBX-based ACD or it can provide its own robust skills-based routing ACD with easy on-screen administration, priority call routing, overflow, integral voice processing, reporting, and server-based PBX integration.
The Intelligent Series system provides an efficient and powerful operator console solution for contact center agents. The console provides IP-based call handling using the operator screen and keyboard. They can be connected to the PBX-based ACD or the Intelligent Series-based ACD.
IS guides operators through call completion steps using call scripting. Intelligent call scripts present the appropriate options for each call type an operator handles, reducing errors, and lessening training time. One of the primary uses for call scripts is during code calls. Call scripts guide operators through the specific requirements for code calls to ensure the codes are completed quickly and accurately while self-documenting all steps taken to complete each code call.
IS guides operators through the messaging process using message scripting. Intelligent message scripts can be quickly and easily tailored to meet unique messaging requirements.
Traditionally operators would send pages and would need to require the physician or staff member to call the operator back to confirm receipt of the message. With the IS, the confirmation of the receipt of the message can be automated, and it is possible to receive read receipts for messages to be sent to Amtelco’s miSecureMessages secure messaging app.
IS also supports two-way interactive messaging via two-way secure e-mail, two-way SMS text messaging, and two-way WCTP paging messaging.
Info Pages make it possible to present diverse types of information to operators immediately upon connecting to calls. Information can be presented using distinctive typefaces and colors to better direct an operator’s attention. Information presented to operators also can contain special information such as photos, hyperlinks, and dialable phone numbers.
IS guides operators through the message dispatch process, presenting the specific dispatch options for each message that each staff member prefers based on their current status, delivering messages in the most efficient manner possible.
The directory feature is designed to allow virtually unlimited amounts and types of information to be stored and presented to operators as needed. Directory information is which can be assigned highly specific search parameters that present only the most likely listings to operators during call handling.
The directory can be used as a contact directory. All information related to each employee is added to the directory, including contact and status information. This provides one point of entry for all information related to each individual, simplifying administration and reducing the opportunities for errors and duplicate data entry.
IS includes a dispatch list of pending messaging and paging activity. The dispatch list provides a placeholder for pending messages and pages requiring follow-up actions. Dispatch jobs have expiration times that when due appear to the operators who initiated the dispatches, prompting them to perform the next step in the dispatch process.
The on-call scheduling feature provides powerful on-call scheduling capabilities. An unlimited number of on-call schedules can be set up to meet the scheduling needs of all departments within the enterprise. Staff members can be assigned descriptive roles defining the on-call schedule shifts they are eligible to cover. Department managers can ensure they have full coverage by monitoring the required shifts to ensure all roles are covered.
Appointment, Event, and Workforce Scheduling
IS includes a scheduling engine that extends the flexibility of the IS platform to the process of scheduling and managing appointment calendars, class registrations, event calendars, and workforce schedules. The IS scheduling features put all the information agents may need at their fingertips in an easy-to-use package that can be viewed by day, week, and month. When used in tandem with Amtelco’s browser-based miTeamWeb application, schedule information can be extended throughout an enterprise.
Two-Way Secure E-mail
IS supports sending and receiving secure emails. This allows sending secure emails to staff and receiving secure replies to those emails.
Web-based users have the same ability to search for information in the directory and to perform actions, as do IS console operators. The information displayed, the search, a special web view for the directory, and the actions enabled for users can be defined in the IS Supervisor system administration application.
Web On-Call Scheduling
Web-based users have the same ability to look up on-call scheduling information and to update on-call scheduling information from their desktops using their web browsers. Permission levels can be assigned to control which on-call schedules each staff member has access to view and update.
The Intelligent Series provides advanced call and message scripting for web users. IS scripts can be web-enabled, allowing them to be accessed throughout the enterprise, and used to guide users through various workflows.
Call Log Activity Documentation
The call log is an optional feature of the IS platform that enables agents to record calls and capture screen images during call recording, both automatically and on the fly. The call log is incorporated in the console application, the browser-based miTeamWeb enterprise web user interface, and the IS Supervisor system administration application to enable users to search and review call recordings and agent screen capture videos.
The IS reports feature is an event-driven reporting interface that tracks all system activities and stores records in the IS database for reporting and analytical purposes. The Crystal Reports business intelligence application is incorporated in IS reports as the report generation engine.
IS Reports includes a set of some 140 standard reports which provides managers and system administrators a single reporting interface for reports on all IS system activities. The standard reports can be generated on a scheduled basis or generated as and when needed. The standard reports also can be used as templates for creating site-specific customized reports.