Amtelco Presents Rethink & Reshape Your Business To Satisfy Your Customers Needs

AmtelcoPresents

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 -

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


Traditional Medical Applications –

• Physician Messaging• Message Dispatch• Paging• Support of Clinics• Local and Wide Area OnCall

Scheduling• Physicians Registry• Patient Information• Intelligent Consoles


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


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


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


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


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


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.


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 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

Infinity v5.10+

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

UltraComm v4.1

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 Toolkit

eCreator v2.0

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 Studies

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.


Hospital

North Memorial Web Site -


Hospital

North Memorial Web Site - Class Registration Introduction -


Hospital

North Memorial Web Site - Childbirth Class Information from eCreator -


Hospital

North Memorial Web Site - Class Confirmation from eCreator -


Hospital

North Memorial Class Registration – Phone based registration -


Hospital

North Memorial Class Registration - Roster Reports –


Hospital

That was a quick look at North Memorial and how they use Infinity, eCreator, and Amtelco’s hosting facility to meet their needs.


Hospital

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



MaryAnn’s Account Setup –

We used eCreator Supervisor to setup the Scripted Message flow and the IVR flow to meet MaryAnn’s needs -



MaryAnn’s Account Setup –

We used eCreator Supervisor to edit the Info Pages which appear in MaryAnn’s account -



MaryAnn’s Scripted Messaging Flow -



MaryAnn’s Sales Calls -



MaryAnn’s Sales Calls – Appointment Scheduling Calendar -



MaryAnn’s Sales Calls – Appointment Scheduling Daily View -



MaryAnn’s Service Calls - Urgent and Non Urgent Classification -



MaryAnn’s Service Calls - Non Urgent Calls – Message Pickup -



MaryAnn’s Urgent Service Request – IVR Dispatch -



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?



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


Cleaners

Peter’s Account Setup –

We used eCreator Supervisor to setup the Scripted Message flow and IVR flow -


Cleaners

Peter’s Scripted Messaging Flow -


Cleaners

Peter’s Service Types -


Cleaners

Peter’s Non Urgent Service Requests -


Cleaners

Peter’s Non Urgent Service - Appointment Scheduling -


Cleaners

Peter’s Non Urgent Service - Message Pickup -


Cleaners

Peter’s Urgent Service - Message Dispatch via IVR -


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 -


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?


Cleaners

AmtelcoPresents

We would now like to ask

Gary Kerner &Mel Carter

to review how you can market these

applications to your customers

Documents

Amtelco Presents Rethink & Reshape Your Business To Satisfy Your Customers Needs