Innovation in Business Communication. How do people communicate? Land line? Mobile phone? SMS? Email? Fax? Web? Chat?

Innovation in Business Communication


How do people communicate?

• Land line?

• Mobile phone?

• SMS?

• Email?

• Fax?

• Web?

• Chat?


How should a business communicate with customers?

• Land line?

• Mobile phone?

• SMS?

• Email?

• Fax?

• Web?

• Chat?


Each communication method has its own attributes

Communications Method Attributes

Inbound Calls Call volumes fluctuate

Revenue generating?

Staffing levels need to be predicted to match call volumes

Outbound calls You decide when to call

You pay the cost of the calls

May require multiple calls to reach a customer

Emails “Free” to send and receive

Many can be sent at the same time – bulk sending

Customers perceive email as “slow”

SMS Messages Instant communication

Many can be sent at the same time – bulk sending

You pay per message (but it is cheaper than calling a mobile phone)

Web Call-backs Customers tell you when they want to be called

You pay the cost of the calls

May require multiple calls to reach a customer

Web Chat Instant communication

Customer is already looking at your online presence

Staffing levels need to be predicted to match chat volumes


Everyone has a computer and a telephone –Everyone has a computer and a telephone –Adaptive CTI is about making both office tools Adaptive CTI is about making both office tools

work together betterwork together better


• Overview:

– Adaptive CTI makes life easier – it provides a link between your

telephone system and desktop computer

• Features:

– Screen-based call control

– Highlight a number, grab it and dial it

– See the status of other users’ telephone extensions

– List your last 100 inbound, outbound and missed calls

– Keep a list of your personal contacts and display their name when

they call you


On-screen call control plus “Grab and Dial”

Answer Hang Up Hold / Retrieve Transfer

Type a number and click the “Dial” button

Highlight a number in any application and click the “Grab and Dial” button

See the status of other users’ telephone

extensions and see your call lists


See the status of other users’ telephone extensions

Each user can choose to monitor Adaptive users and any of the extensions on the telephone system

When monitoring users, you can see if they are logged in and if their extension is available, off-hook,

making or receiving a call or in Do Not Disturb

When monitoring an extension, you can see if it is available, off-hook, making or receiving a call

or in Do Not Disturb


See the status of others users and extensions

You can see the status of each user and extension number that you have chosen to

monitor

You can initiate a call to a person or extension by simply double-clicking on their icon


Call lists and personal contacts list

You can keep a list of your personal contacts including name, company, telephone number,

DDI and mobile

Each user has a personal list of their last 100 inbound, outbound and missed calls

Double-clicking on an entry in any of the call lists automatically dials that number

Hot-seating – wherever you log in, yourcall lists and personal contacts follow you


See who is calling you before you answer your telephone

If your personal contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings

You can set the Adaptive Desktop to “pop up” automatically when your phone ringsand “go away” when your call ends

You can use “see who is calling” to prioritise your calls and avoid time-wasters


• Overview:

– Adaptive CTI Professional – increases productivity in the office

• Features:– Screen-pop PC applications using keystroke macros

– Screen-pop based on DDI as well as CLI

– Ability to add logic to screen-pops using VB Scripts

– Programmatic interface

– Company-wide contacts list with links to SQL databases

– Schedule call-backs for yourself and others

– Call privacy – ability to restrict user and extension monitoring


See who is calling, with automatic update of the Company Contacts List

You can import your company-wide contacts from your CRM or customer database

If your company contacts list has an entry that corresponds to a caller’s CLI, their name is displayed when your telephone rings

You can choose to display the company contacts list to all users – they can then dial a contact by simply clicking on an entry

Data can be imported manually from a CSV file or automatically using ODBC or SQL


Schedule call-backs for yourself and others

You can schedule call-backs for yourself, individuals or teams

Each call-back has a name, telephone number, alternative telephone number

and notes

When the call-back is due, and you are available, the call-back dialog is displayed

automatically – simply click the “Dial” button to make the call

A comprehensive database keeps track of all call-back activity and history


Call privacy – restrict user and extension monitoring

Ability to restrict other users and extensions from being monitored

Provides privacy for managers and senior executives: for example, as a manager, you may wish to monitor your team but not allow your team

to monitor you

Hot-seating – wherever you log in, your privacy settings follow you


Save time by screen-popping and dialling from your application(s)

Screen-pops can be configured to run when the telephone rings or is answered, or from a

button during a call

Different users or departments can have different applications screen-popped

Screen-pop and dial from any database that supports First Party TAPI 2.1

Screen-pops for ACT!, GoldMine, Maximizer, MS Outlook and Salesforce

One custom screen-pop: NMS can configure a custom macro to screen-pop using keystrokes


Screen-pop MS Windows applications using keystroke macros

“If your database can be navigated using your keyboard to search using a caller’s telephone number or name, then you can screen-pop it”

Adaptive CTI Professional provides an easy-to-use keystroke macro editor for creating screen-pops

Screen-pops can be triggered when the telephone rings or is answered

Screen-pops can also be triggered from buttons or the Macros menu on the Adaptive Desktop, at any

time during a call


Add logic into screen-pops using VB Scripts

Adaptive CTI Professional screen-pops can use VB Scripts to apply logic to screen-pops

For example, if an external call arrives with the DDI of the sales team, it can run a screen-pop to present the sales database. However, if the call

has the DDI of the support team, the support database will be popped instead.

Samples provided are:

Internal or external call?Take action based on CLITake action based on DDI


Programmatic interface

Adaptive CTI Professional includes a programmatic interface that enables in-house programmers to create screen-pops and add call control to their applications

Call information can also be passed to VB scripts and other executables

Code examples:

The following example VBScript will dial 0845 612 4000: Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.Dial "08456124000"

The following example VBScript will hang up the active call (if any): Dim obj Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.HangUpActiveCall


• Benefits:

– Dialling from your computer saves time – up to 10% of manually dialled

calls are misdialled!

– Knowing who is in, who is out and who is busy saves time

– Seeing who is calling enables you to prioritise important calls

– Screen-pops save up to 20 seconds per call

– Knowing whose call you missed means you can call back important

customers – before they call your competitors!

• Business applications:

– Every office can benefit from CTI!


An easy-to-use computer program that lets you An easy-to-use computer program that lets you type a text message on your computer and send it, type a text message on your computer and send it, delivering lower costs and increased productivity delivering lower costs and increased productivity

to your businessto your business


• Overview:

– Adaptive Desktop SMS enables you to write and send SMS

messages from your PC

• Features:

– Create an SMS message on your computer and send it

– Highlight a number, grab it and send an SMS message to it

– Bulk send – create and send an SMS message to many people at

the same time

– Centralised message database with search / audit facilities

– Programmatic interface


Send an SMS message to a mobile phone

Schedule the time and date to send the SMS message

Use standard paragraphs to speed up typing your message

Write and send an SMS on your PC


Bulk send option - allows you to send the same message to many mobile

phones

Contact all your staff at once!

A great way of keeping in touch with your customers: ideal for

sales promotions, special offersand customer incentives

Write and send an SMS to many people at the same time


All messages are stored in a central message database

You can find ALL messages to or from a customer, regardless of who sent them

and which desk they were sitting at at the time

All messages can be reviewed, audited and printed

Keep track of all messages sent and received


Message transmission by GSM Modem or Internet Service

• Messages can be sent using an Internet

based service

– Outbound messages only

– Pay per message (in advance via a website)

• Messages can be sent and received using

GSM Modems

– Support for up to 8 GSM Modems

– Each GSM Modem can send and receive

approximately 1200 messages per hour


Programmatic interface

Adaptive Desktop SMS includes a programmatic interface that enables in-house programmers to create SMS messages within their own applications

Code examples:

The following example VBScript will create a new, blank, outbound SMS:

Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateNewBlankSMS

The following example VBScript will create a new outbound SMS to a mobile phone number 07700123456, with "Hello how R U?" as the text message; the SMS will be sent immediately:

Dim obj As Object Set obj = CreateObject("AMAgentAutomation.AMAutoAgent") obj.CreateAndSendNewSMS "07700123456", "Hello how R U?"


• Benefits:

– Sending an SMS message is cheaper and quicker than making a

call to a mobile phone

– SMS is a great way of keeping in touch with field-based personnel

– Most people read SMS messages as soon as they arrive

– You can send the same message to thousands of people at the

same time – great for sales promotions!


– General business – anyone! Schools, healthcare, garages, hotels,

restaurants, field service, nightclubs, hairdressers, car hire, etc.


Recording calls protects your company,Recording calls protects your company,your customers and your staffyour customers and your staff


• Overview:

– Adaptive Call Recorder enables you to record all calls and makes it

easy to search for and listen to recordings

• Features:

– Analogue, ISDN Basic Rate and ISDN Primary Rate options

– Connects to the telephone lines and records all calls

– Uses industry standard PC with USB or PCI options

– Can be used stand alone, or with other Adaptive modules

– Comprehensive search criteria makes it easy and quick to locate,

listen to and export recordings


• Analogue, BRI and PRI options– Analogue 8 channel

– BRI 4 and 8 channel

– PRI 15 to 120 channel options

• Uses a dedicated (industry standard) PC – USB units or PCI cards

– All recordings saved to hard disk

– Call data stored in an SQL database

– External applications can be integrated via SQL

Line side recording – calls recorded as they enter your building


Adaptive Call Recorder is available in three levels of software

Feature Basic Standard ProfessionalRecord all calls to PC hard disk Y Y YSQL database of calls with ability to access

the database for 3rd party integration Y Y Y

Ability to playback recordings for up to ninety

days from date of recording Y Y Y

Ability to playback recordings regardless of

age (subject to available hard disk / archive) Y Y

Ability to export recordings to .WAV format YCall encrypted to internationally recognised

standards using AES technology Y

All recordings are compressed with the ability

to store up to 100 hours per 1 GB of hard disk Y


Comprehensive Search Criteria

• Search criteria, when used as standalone call recorder:

– Start date and time

– End date and time

– Call duration

– Inbound call CLI (if presented)

– Inbound call DDI

– Outbound call dialled number

• Five user Management Console

supplied as standard


Search criteria are available when used with a supported phone system

• Search by extension:

– Extension number

– Start date and time

– End date and time

– Call duration

– Inbound call CLI (if presented)

– Outbound call dialled number


Search criteria are available when used with Adaptive CTI

• Adaptive CTI Basic

– Search by Adaptive username

• Adaptive CTI Professional

– Search by company name

– Search by contact name

– Search by all “company contacts list”

fields


Search criteria are available when used with an Adaptive dialler

• Dialler Campaign reports

– Single campaign

– Multi-campaign

• Ability to filter by call outcome

– Example: “All campaigns we ran this

week where the call resulted in an

appointment”


• Benefits:– Recording all calls protects your company, customers and staff

– Recording calls means you can settle disputes quickly

– Users like their calls recorded because it makes it harder for a customer to dispute what was said

– Listening to calls can help with training and enables you to reward your people based on their performance

• Business applications:– Anybody who does business by telephone!


Increases the productivity of people Increases the productivity of people who make outbound telephone callswho make outbound telephone calls


• Overview:

– Adaptive Progressive Dialler enables you to schedule and manage

campaigns of outbound telephone calls

• Features:

– Ability to manually import call data from CSV files or automatically

import data from ODBC and SQL compliant databases

– Support for multi-number dialling

– Support for multiple simultaneous campaigns and queues

– Blend inbound and outbound calls

– Comprehensive management reporting


Adaptive Campaign Editor makes it easy to set up new outbound

dialling campaigns

Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call

data from a database

Quickly and easily set up outbound calling campaigns


Ability to customise dialling settings for each campaign

Ability to specify multiple telephone numbers for each

contact

Call a contact at home, at work and on their mobile

Ability to specify call preparation time,

wrap-up time and how many times to call engaged and

unanswered numbers


Ability to specify result codes and rescheduling options for each campaign

Ability to create an unlimited number of result codes per

campaign

Result codes specify the next action for the call

Ability to specify if users are allowed to reserve a rescheduled call for

themselves and how long into the future calls can be

rescheduled for


Screen-pop your database when call is presented

The Campaign Dialog shows information about a call and allows the user to select a result code from a list

Campaign-specific screen-pops will present a database at

the correct record

You can have different screen-pops for different campaigns

(e.g a sales campaign call can pop the sales database and a service campaign

call can pop the service database)


Support for interactive HTML scripts

HTML based interactive scripts can be used instead of screen-pops


Adaptive Management Console provides real-time and historical reports

You can monitor exactly what your users are doing and how successful your

campaigns are

Historical reports show how effective each team and individual is

You can report on the effectiveness of campaigns and export the results

View comprehensive management information


Export result data to an SQL database

Automatic export of Adaptive report data into an SQL database enables

customers to use their favourite report writer to generate custom reports

Data exported includes user, extension, and campaign activity

Microsoft SQL, My SQL and SQLite databases are supported


• Benefits:– Progressive dialling can double the number of effective calls that

each user can make per hour

– Better management reporting leads to better staff management

– Users like progressive dialling – it makes their life easier

– Increased productivity leads to increased profitability

• Business applications:– Anybody who makes 100 or more calls per day

– Telemarketing, credit control, users of CRM applications

– Outbound call centres


Increases the productivity of people who make Increases the productivity of people who make outbound telephone calls to consumersoutbound telephone calls to consumers


• Overview:

– Adaptive Predictive Dialler automates the process of dialling

customers. It predicts how many calls need to be dialled at any

one time to keep all users busy, then dials the calls

• Features:

– Ability to manually import call data from CSV files or automatically

import data from ODBC and SQL complaint databases

– Support for multi-number dialling

– Support for multiple simultaneous campaigns and queues

– Progressive, Overdialling and Predictive dialling modes



Adaptive Campaign Editor makes it easy to set up new outbound

dialling campaigns

Choice of manually importing a list of numbers and corresponding names from a comma-separated text file (CSV) or using ODBC or SQL to automatically collect call

data from a database

Quickly and easily set up outbound calling campaigns


Ability to customise dialling settings for each campaign

Ability to specify multiple telephone numbers for each

contact

Call a contact at home, at work and on their mobile

Ability to specify wrap-up time and how many

times to call engaged and unanswered numbers


Ability to specify result codes and rescheduling options for each campaign

Ability to create an unlimited number of result codes per

campaign

Result codes specify the next action for the call

Ability to specify how long into the future calls can be

rescheduled for


Choice of dialling modes: Full Predictive or Overdial

Ability to select either full Predictive dialling mode or Overdial mode

Ability to select how rescheduled calls should be dialled: Progressive,

Predictive / Overdial

Ability to set time delay for answered abandoned calls


Adaptive Predictive Dialler monitors the status of users,

queues and dialling extensions

Calls are made based on campaign settings

Real-time statistics show how many calls have been dialled, how

many were connected or abandoned, and how many were

engaged or unobtainable

Adaptive Predictive Dialler works out how many calls to make, then makes them


Screen-pop your database when call is presented

The Campaign Dialog shows information about a call and allows the user to select a result code from a list

Campaign-specific screen-pops will present a database at

the correct record

You can have different screen-pops for different campaigns

(e.g a sales campaign call can pop the sales database and a service campaign

call can pop the service database)


Support for interactive HTML scripts

HTML based interactive scripts can be used instead of screen-pops


View comprehensive management information

Adaptive Management Console provides real-time and historical reports

You can monitor exactly what your users are doing and how successful your

campaigns are

Historical reports show how effective each team and individual is

You can report on the effectiveness of campaigns and export the results





Data exported includes user, extension, and campaign activity



• Benefits:– Predictive dialling increases the amount of time each user spends

talking to customers

– Overdialling reduces the time it takes for each user to be connected to a customer


• Business applications:– Organisations with a dedicated outbound calling team

– Telemarketing, credit control, appointment setting, cold calling

– Outbound call centres


Enables you to handle customers’ messages quicklyEnables you to handle customers’ messages quickly and effectively, saving you money and increasingand effectively, saving you money and increasing

your levels of customer satisfactionyour levels of customer satisfaction


• Overview:– Adaptive Messaging is a message distribution and management

system. It incorporates message automation and self-service features that reduce your costs and increase customer satisfaction

• Features:– Supports customer contact by email, SMS and fax

– Rules-based message automation and workload reduction technology

– Incorporates all message client software required by users

– Supports skills-based routing and multi-channel work blending

– Centralised message database with search / audit facilities



• Supports customer contact by email, SMS and fax

• Works with all standard email servers including MS Exchange, Lotus Domino and any POP3 / SMTP email server

• Supports sending and receiving SMS messages using GSM Modems or via an Internet based service

• Supports fax to email servers


• Rules-based message automation:– Automatically send an auto-acknowledgement; prepare a context-

sensitive draft reply and queue it for a user to approve and send

– Understand a customer message, prepare a context-sensitive reply and send it

• Self-service applications:– SMS property details service for estate agents

– Job or order status enquiry service

– Field service engineer status reporting


• Skills-based routing:– Getting the right message to the right person with the best skills to

deal with it saves time

• Automatically present the next message to the next available user:– Automatically presenting messages means that they get dealt with!


Adaptive Desktop incorporates email and SMS message clients

New email

User Available / Unavailable status

Inbound message handling

New SMS Message Database

Number of messages waiting in queues serviced by this user


When users are presented with a message, they see the inbound message on the left and

the suggested reply on the right, with the ability to flatten from HTML to plain text

The suggested reply can be a simple outline for the user to fill in, or a complete answer that the

user quickly reviews and sends

Macro buttons that insert standard paragraphs and attachments reduce the time it takes the

user to reply

You can even screen-pop your customer database using the sender’s email address

User productivity tools – that also make the user’s life easier


All messages are stored in a central database

You can find ALL messages to or from a customer, regardless of who sent them

and which desk they were sitting at at the time

Work done by each user can be monitored and audited

Message database with comprehensive search and audit tools


Real-time queue reports show how many messages are waiting and how long they

have been waiting for

Real-time user reports show exactly what each user is doing and how long they

have been doing it

Real-time server reports show how many messages are arriving and leaving the

system as a whole

Comprehensive real-time management reporting


Historical queue reports show how many messages have been processed in a

chosen period

Historical user reports show how much work each team or user did in a chosen

period

Historical server reports show how many messages passed through the system in

a chosen period

Ability to export data to CSV files for use in other reporting tools

Comprehensive historical management reporting




Data exported includes user and message activity




• Benefits:

– Automated message processing reduces the number of messages

that require user attention

– User productivity tools increase the work that users do


– Message automation delivers competitive advantage and enables

you to give better service to your customers


– New and existing call and contact centres

– Self-service applications


Designed to help your company do more Designed to help your company do more business over the webbusiness over the web


• Overview:– Adaptive Web Assist enables you to offer visitors to your website

two forms of assistance, web chat and web call-back

• Features:– Enables visitors to your website to request a web call-back or one-

to-one web chat

– Automatically present web call-back and chat requests to the next available user

– Comprehensive management reporting and database of all web call-backs and web chat transcripts

– Totally HTML-based from the visitor’s point of view: visitors do not need to download or install any software


Web call-back – visitor view

The visitor can request a web call-back by completing a simple form and clicking the “Submit”

button

Standard “out of the box” web pages are provided

A development toolkit is also provided, to enable qualified developers to create custom pages that

match the style of the website

The visitor does not need to download or install any software to request a web call-back


Web call-back – user view

When the call-back is due, it is presented to the next available user

If combined with Adaptive CTI, the user can simply click the “Dial” button to make

the call-back

Any information entered by the visitor into the call-back request form is automatically

presented to the user

You can screen-pop your CRM or customer database when the call-back is

presented to the user


Web chat – visitor view

The visitor can request a web chat by completing a simple form and clicking the

“Submit” button

Standard “out of the box” web pages are provided

A development toolkit is also provided, to enable qualified developers to create custom

pages that match the style of the website

The visitor does not need to download or install any software to engage in a web chat


Web chat – user view

The user enters text and sends it to the visitor

The user can spell-check text and add standard paragraphs with a single click

The user can “push” web pages to the visitor, either in a frame or in a new

window


Full details of every web call-back and a full transcript of every web chat are stored

in a central database

Includes comprehensive search facilities and the ability to print out web chat

transcripts

Work done by each user can be monitored and audited

Message database with comprehensive search and audit tools


• Benefits:

– Engaging with website visitors increases sales

– Managing web call-backs means that they get done effectively,

improving customer service

– Comprehensive management reporting leads to better staff

management

– Visitors do not need to download or install any software to take

part in an Adaptive Web Assist communication


– Any business with a web presence


A solution that delivers all the Adaptive products A solution that delivers all the Adaptive products as an integrated packageas an integrated package


• Overview:

– Adaptive Contact Centre delivers all of the Adaptive

products as a total solution

• Features:

– Various bundles are available

– Blend inbound and outbound telephone calls

– Blend telephone and message work

– Automatically present messages to users

– Management reports cover all contact channels


Documents

Innovation in Business Communication. How do people communicate? Land line? Mobile phone? SMS? Email? Fax? Web? Chat?