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M I T E A M W E BSECURE MESSAGING

R E P O R T I N G

W E B A G E N T

O N - C A L L V O I C E M A I L

P H O N E C A L L S

A R T I F I C I A LI N T E L L I G E N C E

W E B S I T E S

M O B I L E

A N A L Y T I C S

E M A I L S M S

Intelligent Series 5.5

AMTELCO’s upcoming Intelligent Series (IS) version 5.5 is being designed to incorporate specific features from Infinity into IS, along with creating new features for Soft Agent, Genesis, and IS Supervisor applications while enhancing features that currently exist in the IS applications.

IS version 5.5 is being designed to provide the following features:

• Genesis Conference Bridge

• Park Orbit

• Speech Analytics

• Script Tracker Events

• New Contact Method Fields in the Agent Record for sending e-mail messages and SMS (text) messages to agents

• Importing of pipe ( | ) delimited text files

• No Log On Dialout client setting for disabling the recording of outbound calls

• Op See setting to disable Op See per station or per Agent ID

• IS Server support for Two Factor Authentication

• Agent Time Zone Offset

• Music on Hold

• New event notifications for paging failures and the number of busy channels

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Artificial IntelligenceAMTELCO’s upcoming Artificial Intelligence (AI) feature is being designed to enhance a caller’s experience by utilizing Machine Learning which can determine the optimal way to route calls based on prior call history.

By using a call’s Automatic Number Identification (ANI), Artificial Intelligence can determine the best agent to receive that call based on:

• Which agent previously worked with the caller

• Which agent had started a dispatch for the caller

• Which agent is the most qualified to handle the call

Artificial Intelligence uses the call data being saved for machine learning to empower agents by optimizing their interaction with callers through an Agent Assistant panel. The Agent Assistant panel displays previous call interactions matching the ANI for the current call, and alerts agents to any previous interactions with the caller.

Additional enhancements are currently in development with the goal of making call taking easier for agents, speeding up the call process for the caller, and reducing the possibility of errors.

AMTELCO’s Artificial Intelligence feature will enhance skill-based call routing to determine the best agent to receive the call.

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Genesis Conference BridgeAMTELCO’s upcoming Genesis Conference Bridge takes the concept of Infinity Conference Bridge and expands upon it to include features unavailable in Infinity. The Genesis Conference Bridge is being designed to increase the control moderators will have over the conference while also including features previously found in Infinity.

New Genesis Conference Bridge features include:

• Displaying the Automatic Number Identification (ANI)

• Managing the total number of participants a conference can have

• Mute individual participants or the entire conference

• Disconnect individual participants from the conference

• Customizable notes about individual participants or conference

• Displaying the date and time that the conference started

Returning Conference Bridge features include:

• Customizable bridge names for conferences

• Recording conferences

• Manually adding callers to a conference

Genesis Conference Bridge is being designed to increase the control moderators will have over the conference.

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Speech Analytics

AMTELCO is working to provide speech analysis of Call Logger recordings. Speech Analytics will allow Supervisors a deeper analysis of call logs such as providing a transcript of the call and describing the overall tone of the caller.

Each Intelligent Series (IS) client will have several settings to configure Speech Analytics. Speech Analytics can look for keywords in the call recordings and alert supervisors about the keywords.

Speech Analytics will enable Supervisors a deeper analysis of call logs.