Unified Communications Enterprise

8/8/2019 Unified Communications Enterprise

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Intellicare Regional Branches

Branches Setup

Intellicare Cebu


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Intellicare Customer Service

ntellicares customer service group answers clients or doctors inquiry and other concerns. Approv-

als prior to major medical operaons are also coursed through Intellicare Customer Service. This

group was using a regular telephone connected to their PABX.


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Setup Limitaon and challenges

CostIntellicare was paying roughly Php 200,000 per month for the monthly

service subscripon of PABX.

Accountability, Service Level & ProducvityThe setup did not have the capability to monitor whether calls are answered

properly by the customer service agents; No stascs as to how many calls

were not answered; they cannot track whether calls made are ocial

business calls or not. A non-business related phone call made greatly aects

the producvity of the company.

Business AnalycsThe setup did not have the capability to monitor whether calls are answered

properly by the customer service agents; No stascs as to how many calls

were not answered; they cannot track whether calls made are ocial

business calls or not. A non-business related phone call made greatly aects

the producvity of the company.


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Implementaon of NextIX Unied

Communicaon System

NextIX Unied Communicaon System addresses the

limitaon of PABX System in an Enterprise environment.

NextIX Unied Communicaon System

Components:

1. NextIX INF IPPBX Enterprise

2. NextIX INF IPPBX Basic

3. NextIX Call Center System service subscripon

of PABX.

NextIX INF IPPBX Enterprise is a cung-edge technology which

upport Voice-over-IP, tradional telephony and Video Telephony in single, open-source plaorm. It

s designed to improve business communicaon specically for more than 120 users.

NextIX INF IPPBX allows you to provide high quality service to your customer with its intelligent

call-roung funconality. Built-in with unlimited Voice Messaging and Auto-Aendant, and Full Call

Recording funcons. Some other key features include:

NextIX INF IPPBX Enterprise


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1. Voicemail and Voicemail-to-Email funconality

2. TDMoE (Time Division Mulplex over Ethernet)

3. Allows direct connecon with local call center

4. Allows integraon of physically separate IPPBX Installaons

5. Uses commonly deployed data connecons

6. Allows a unied dialplan across mulple oces

7. Supports mulple codecs (G.711 (A-Law and -Law), G.723.1, G.726, G.729 ,GSM)

8. Remote Management

9. Report of channels used by technology (SIP, ZAP, IAX, Local)

10. Support for call queues including stac and dynamic agents

11. Support for digital interfaces as E1/T1/J1 through protocols as PRI/BRI/R2

12. Caller ID supported. (Telco dependent)

13. Mulple Trunk support.

14. Incoming and outgoing routes with support dial paern matching which gives exibility

15. Follow-me support

16. Support for ring groups

17. Support for paging and intercom for supported IP Phones

18. Support for PIN sets

19. Direct Inward System Access (DISA) - Direct access to the PBX via External Line20. Callback * Web based le editor

21. Fax server based on HylaFax

22. The fax funconality is administrable via Web

23. Fax-to-email applicaon. The email template (from fax-to-email) can be customized

24. Operator panel. Monitor PBX acvity via a graphical interface and perform call transfers and

parkings by a simple drag-n-drop. * Call parking allowing calls to be picked up at any

extension.

25. Call Detail (CDRs) report within you can search calls based on dierent criteria as date,

extension number, etc

26. Billing report from which you can lter by desnaon, source

NextIX INF IPPBX

Key Features


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NextIX INF IPPBX

Basic

NextIX Call Center System

NextIX INF IPPBX Basic, a specialized IP communicaon solu-

on for small oces. Its packed with powerful and versa-

le funcons like automated auto aendant, trunk hunng,

voicemail to email, CDR, & Call Conferencing. It can support

up to 8 CO lines and up to 30 IP Users. NextIX INF Basic can

be deployed in mulple locaon, and interconnect with

NextIX INF IPPBX Enterprise for a Unied Communicaon

System.

NEXT CCS provides consequenal telecoms soluons for Call Centers that rival the

technology oered by the worlds top systems providers at the most aordable package in

the market today. With powerful funconality and simplied, feature-rich capabilies set on a

streamlined plaorm, our systems complemented by our dedicated technical support and ex-

perse, are set to maximize producvity and drive the strategic growth of your business.


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NextIX CSS

Key Features

Increased Business AgilityRobust and exible, our system is based on open standards that are fully

customizable, congurable, and highly scalable. The system supports mulple

protocols and Codecs providing the business added exibility and the free-

dom of choice.

Immediate Cost BenetsOur system is guaranteed to be the most cost eecve in the marketplace

today, thus tremendously shortening the ROI cycle for the business. We

guarantee signicantly beer value for money compared to any available PBX

system or ASP.

Assured SecurityKey data can be stored right in a server at the customers secured premises,

NOT in an unknown 3rd-party locaon.

Full End-to-End SupportNext|ix provides full technical support from internet, cable or soware Instal-

laon to VOIP terminaon, among others. Next|ix consultants and engineers

are always ready to help customers maximize the growth potenal of their

business.

High value key featuresThe system provides Predicve Dialing, Call Recording, IVR, ACD, Inbound,

Call Conferencing, CRM integraon, and Real Time Monitoring.


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NextIX Unied Communicaon

System at Intellicare


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Dropped or Abandoned Call MonitoringYou call your HMO either to inquire or to ask approvals for specic and urgent medical maers.

Therefore, it is very helpful for an HMO to have a report/record of call abandonment rate during a

pecic period for them to know if there is a need to add more customer service agents or for themo go 24 hour operaon.


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Business Analycsntellicare can make use of data from NextIX Call Center System for stascal and quantave

analysis, explanatory and predicve modeling. They can have fact-based management to drive deci -

sion making. These analycs can answer why is this happening; what if these trends connue; what

will happen next; what is the best that can happen. These can be used as input for management

decisions.

CostNormally, Telco NDD charges are between Php5.00 to Php 25.00 per minute depending on the call

origin and desnaon.

Below is the comparison using regular NDD service oered by telecoms company vs. using NextIX

Unied Communicaon System.


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ntellicare main oce and regional branches uses their exisng internet connecon to enable this

setup. Calls from Intellicare-Feliza or Intellicare-Skyland to any Intellicare regional branches or vice

versa, are now free- NDD charges were eliminated. No more high monthly subscripon for the com-

municaon system.

According to Mr. Arnie Dans, Intellicares AVP and IT Head, the implementaon of the said systemhas a drasc impact in the decrease of Intellicares monthly communicaon expense. The total cost

of system ownership was recovered within one (1) year aer the implementaon of NextIX Unied

Communicaons System. There is a signicant increase in Producvity and Service Level of Custom-

er Service. Intellicare now has real me data analycs needed in holisc management of HMO that

provides an advantage in a compeve healthcare industry.

United States

Contact Number:

Faircrest Ct. Fairfax, VA 22033

Telephone: 408.905.2102

Manila,

Philippines Oce:

3rd Flr Monvar Bldg., 34 Jupiter

St., Brgy. Bel-air, Maka City 1200

Telephone: +63.2.8281011

Cebu,

Philippines Oce:

3rd Flr BPI Bldg.

Gen. Maxilom Ave.

Cebu City 6000 Philippines

Telephone: +63.32.2531386

Facsimile: +63.32.2539353

Documents

Unified Communications Enterprise