Amtelco June 2010 webinar on Infinity contact-based architecture

Contact Based Architecture –Contact Based Architecture –Including Scheduling, Dispatching, Including Scheduling, Dispatching,

Directories, Web ServicesDirectories, Web Services

What’s In It For Me?What’s In It For Me?

Amtelco Customer WebinarAmtelco Customer Webinar

Amtelco Customer WebinarAmtelco Customer Webinar

If you have questions, you may If you have questions, you may ask on the call or type them in ask on the call or type them in to the GotoMeeting Chat area to the GotoMeeting Chat area

at any time. We will try to at any time. We will try to address your questions as we address your questions as we

go.go.

INTELLIGENT SERIESINTELLIGENT SERIESWhat is Contact Based Architecture?What is Contact Based Architecture?

Contact Based Architecture leverages a series Contact Based Architecture leverages a series of Intelligent Series applications intended to of Intelligent Series applications intended to provide contact based messaging, provide contact based messaging, dispatching, directory, and scheduling. Some dispatching, directory, and scheduling. Some of the key components include:of the key components include:

IS DirectoryIS Directory

IS Directory Contacts IS Directory Contacts (phone, paging, email, sms)(phone, paging, email, sms)

IS Directory On-Call SchedulingIS Directory On-Call Scheduling

IS Appointment SchedulingIS Appointment Scheduling (optional add-on)(optional add-on)

IS Web ServicesIS Web Services (optional add-on)(optional add-on)

INTELLIGENT SERIESINTELLIGENT SERIESIntroducing Contact Based Architecture.Introducing Contact Based Architecture.

More and more sites are migrating to the More and more sites are migrating to the Contact Based Architecture.Contact Based Architecture.

Contact Based Architecture shifts from Contact Based Architecture shifts from account and instruction based messaging, account and instruction based messaging, dispatching, and scheduling to contact and dispatching, and scheduling to contact and script based messaging, dispatching, and script based messaging, dispatching, and

schedulingscheduling..

INTELLIGENT SERIESINTELLIGENT SERIESTeleplex has adopted Contact Based Teleplex has adopted Contact Based Architecture for their Messaging and Architecture for their Messaging and

Dispatching model. Doug Robbins had this to Dispatching model. Doug Robbins had this to say about what Teleplex is doing.say about what Teleplex is doing.

““We have 400 accounts on contact dispatch. We We have 400 accounts on contact dispatch. We have another 300 getting ready to swing …. have another 300 getting ready to swing ….

We are a big fan of contact dispatch. We have We are a big fan of contact dispatch. We have improved operator call processing time, we have improved operator call processing time, we have

reduced error rates, the web on call has been a great reduced error rates, the web on call has been a great enhancement. We find Infinity IS to be an extremely enhancement. We find Infinity IS to be an extremely

powerful tool beyond our wildest expectations. “powerful tool beyond our wildest expectations. “

INTELLIGENT SERIESINTELLIGENT SERIESACT Teleservices has adopted Contact Based ACT Teleservices has adopted Contact Based

Architecture for their Messaging and Architecture for their Messaging and Dispatching model. Sean Hough had this to Dispatching model. Sean Hough had this to

say about what ACT is doing.say about what ACT is doing.

““We have approximately 1850 accounts currently We have approximately 1850 accounts currently using IS dispatch functions, with about 250 more using IS dispatch functions, with about 250 more scheduled by the end of March, and thousands of scheduled by the end of March, and thousands of

accounts to go in the longer term.accounts to go in the longer term.

A good portion of these incorporate automated A good portion of these incorporate automated dispatch functions, which involve no input from the dispatch functions, which involve no input from the

operator. We are constantly researching new ways to operator. We are constantly researching new ways to further automate dispatch procedures.”further automate dispatch procedures.”

INTELLIGENT SERIESINTELLIGENT SERIESGetting Started With Contact Based Getting Started With Contact Based

Architecture.Architecture.

The biggest challenge with Contact Based The biggest challenge with Contact Based Architecture is making the commitment to Architecture is making the commitment to

change and getting started.change and getting started.

Lets review how Contact Based Architecture Lets review how Contact Based Architecture works…works…

IS Directory is the foundation of Contact IS Directory is the foundation of Contact Based Architecture.Based Architecture.

INTELLIGENT SERIESINTELLIGENT SERIES

The first step is to build an IS Directory for The first step is to build an IS Directory for each of your clients.each of your clients.

Place all client employees in the IS Place all client employees in the IS Directory and enter all information about Directory and enter all information about

the employee into the IS Directory.the employee into the IS Directory.

Eliminate the need for entering account Eliminate the need for entering account based information such as Service Lists, based information such as Service Lists,

etc…etc…

Build up the IS Directory information using Build up the IS Directory information using the IS Supervisor.the IS Supervisor.


Enter all information about client employees in Enter all information about client employees in their listing, include contact info and status.their listing, include contact info and status.


Automate IS Directory updates using the IS Automate IS Directory updates using the IS Directory Transformer.Directory Transformer.


Link scripts with IS Directories to automatically Link scripts with IS Directories to automatically retrieve contacts for dispatching.retrieve contacts for dispatching.


Update your Scripts for Contact Dispatching. Update your Scripts for Contact Dispatching. This is actually quite simple.This is actually quite simple.


Script Elements related to Contact Script Elements related to Contact Dispatching:Dispatching:

Select Contact (retrieve from on-call or directory)Select Contact (retrieve from on-call or directory)

Contact Dispatch (initiate dispatch from script)Contact Dispatch (initiate dispatch from script)

Contact Details (view details page about contact)Contact Details (view details page about contact)

Create Contact (create a new directory listing)Create Contact (create a new directory listing)

Update Contact (update a directory listing)Update Contact (update a directory listing)

View Schedule (popup a on-call or appt schedule)View Schedule (popup a on-call or appt schedule)

Scheduling is another key element of the IS Scheduling is another key element of the IS Contact Based Architecture.Contact Based Architecture.


On-Call SchedulingOn-Call Scheduling

Web SchedulingWeb Scheduling

Appointment SchedulingAppointment Scheduling

IS Directory On-Call SchedulingIS Directory On-Call SchedulingOffer Operator and Web Based Offer Operator and Web Based

On-Call Scheduling services.On-Call Scheduling services.


IS Directory On-Call eliminates duplicate data IS Directory On-Call eliminates duplicate data entry and adds more structure to your entry and adds more structure to your

schedules.schedules.


Define shifts and specify Define shifts and specify required coverage using required coverage using

Roles. Any listings enabled Roles. Any listings enabled for the Role are eligible to for the Role are eligible to

cover the shift.cover the shift.

New v5.6 On-Call Coverage Checker that alerts New v5.6 On-Call Coverage Checker that alerts schedule administrators about unassigned shifts schedule administrators about unassigned shifts

and reminds people about their assigned and reminds people about their assigned coverage.coverage.


Included at no

Included at no

additional cost!

additional cost!

On-call administrators receive automated emails On-call administrators receive automated emails with information about the unassigned shifts with information about the unassigned shifts and a link to go to the schedule to update it.and a link to go to the schedule to update it.


Link Scripting with On-Call Schedules to Link Scripting with On-Call Schedules to automate retrieval of on-call personnel.automate retrieval of on-call personnel.


Initiate dispatches to on-call personnel from Initiate dispatches to on-call personnel from your scripts.your scripts.


INTELLIGENT SERIESINTELLIGENT SERIESView messages using the Combo Checkin Screen View messages using the Combo Checkin Screen

showing IS and Infinity Msg Index with Voice showing IS and Infinity Msg Index with Voice Messages and a Special count.Messages and a Special count.

INTELLIGENT SERIESINTELLIGENT SERIESTake advantage of the new v56 IS Web Take advantage of the new v56 IS Web

Scripting.Scripting.

Contact architecture sets the stage to use IS Contact architecture sets the stage to use IS Web Scripting to offer new services to Web Scripting to offer new services to your clients.your clients.

• Web Enable Scripts With One ClickWeb Enable Scripts With One Click• Specify Special Scripts For Customer WebsSpecify Special Scripts For Customer Webs• Specify Special Scripts for IS WebSpecify Special Scripts for IS Web• Web TestdriveWeb Testdrive• Start a Script Online, Then Pop To An AgentStart a Script Online, Then Pop To An Agent• Clients Update Their Information Via WebClients Update Their Information Via Web• Embed Scripts in Customer WebsEmbed Scripts in Customer Webs• Create Customer Webs That You ManageCreate Customer Webs That You Manage• Web Enable Operator Scripts Web Enable Operator Scripts

INTELLIGENT SERIESINTELLIGENT SERIESEnable your scripts for web scripting with one Enable your scripts for web scripting with one

click.click.

INTELLIGENT SERIESINTELLIGENT SERIESDesign your scripts for public access with an Design your scripts for public access with an

option to ask for operator assistance.option to ask for operator assistance.

Design scripts for IS Web on-call paging or Design scripts for IS Web on-call paging or client information updates.client information updates.


Web enable On-Call Schedules. Allow your Web enable On-Call Schedules. Allow your clients to view and update their schedules.clients to view and update their schedules.


Allow contact based clients to see their own Allow contact based clients to see their own web home screen.web home screen.


Allow contact based clients to retrieve Allow contact based clients to retrieve messages via the web.messages via the web.


Allow contact based clients to run IS reports via Allow contact based clients to run IS reports via the web.the web.


NEW APPLICATIONSNEW APPLICATIONSiPhone Application miOncalliPhone Application miOncall

Provide your clients with a mobile option for Provide your clients with a mobile option for viewing and managing on-call schedules.viewing and managing on-call schedules.

IS Directory Appointment SchedulingIS Directory Appointment SchedulingOffer Operator and Web Based Appointment Offer Operator and Web Based Appointment

Scheduling for your contact based clients.Scheduling for your contact based clients.


Link your scripts with appointment schedules, Link your scripts with appointment schedules, pass script info into the schedule.pass script info into the schedule.


Launch the selected schedule and book your Launch the selected schedule and book your appointment. appointment.


Search for booked appointments by contact to Search for booked appointments by contact to allow rescheduling or cancelling. allow rescheduling or cancelling.


Copy booked, rescheduled, and cancelled Copy booked, rescheduled, and cancelled appointment data back into the message.appointment data back into the message.


Sync on-call and appointment calendars with Sync on-call and appointment calendars with Outlook calendars.Outlook calendars.


INTELLIGENT SERIESINTELLIGENT SERIESContact Based Architecture.Contact Based Architecture.

Contact Based Architecture is the foundation Contact Based Architecture is the foundation everything we have seen today.everything we have seen today.

Gary Kerner has some closing comments for Gary Kerner has some closing comments for us.us.

THANK YOU!THANK YOU!

Technology

Amtelco June 2010 webinar on Infinity contact-based architecture