Amtelco Presents

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AmtelcoPresents

• Rethink Reshape Your Business To Satisfy Your
  Customers Needs

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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.
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Amtelco Mission Statement

• To achieve our mission statement we focus our
  development on three equally important areas
• Supporting our existing customers
• New feature development for our existing Infinity
  platform
• New platform development
• During this presentation, we will focus on new
  features and new platforms.

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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.
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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 -
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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

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Call Center Applications

• Traditional Medical Applications
• Physician Messaging
• Message Dispatch
• Paging
• Support of Clinics
• Local and Wide Area OnCall Scheduling
• Physicians Registry
• Patient Information
• Intelligent Consoles

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Call Center Applications

• 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

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Call Center Applications

• 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

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Call Center 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

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Call Center Applications

• 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

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Call Center Applications

• 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

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Call Center Applications
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.
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Call Center Toolkit
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.
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Call Center Toolkit Infinity v5.10

• 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

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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

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Call Center Toolkit Infinity v5.10
AutoCall Gateway - For automated outbound
dialing applications -
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Call Center Toolkit Infinity v5.10
Infinity Account Pro For multi-office clients
or medical clinics -
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Call Center Toolkit Infinity v5.10
Infinity Account Pro Status View To view the
Status of each sub-account -
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Call Center Toolkit Infinity v5.10
Infinity Client Setup Setup Timer with
Directory Setup time -
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Call Center Toolkit Infinity v5.10
Infinity Client Setup Browse -
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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.
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Call Center Toolkit UltraComm v4.1

• 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

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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

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Call Center Toolkit UltraComm v4.1
UltraComm Failure Call -
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Call Center Toolkit UltraComm v4.1
UltraComm Resend Window -
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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.
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Call Center Toolkit eCreator v2.0

• 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

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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)

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Call Center Toolkit eCreator v2.0
eCreator IVR Script Editing
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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.
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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

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Call Center Toolkit eCreator v2.0
eCreator Supervisor -
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Call Center Toolkit eCreator v2.0
eCreator Supervisor Operator Setup
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Call Center Toolkit eCreator v2.0
eCreator Client Setup Automated Script and
Database Creation -
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Call Center Toolkit eCreator v2.0
eCreator Supervisor Client Setup Script
Navigation -
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Call Center Toolkit eCreator v2.0
eCreator Supervisor Client Setup FrontPage
Editing -
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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.
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Call Center Toolkit eCreator v2.0
Scripted Messaging Take Message
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Call Center Toolkit eCreator v2.0
Scripted Messaging Show Messages
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Call Center Toolkit eCreator v2.0
Scripted Messaging Show Message History
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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.
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Call Center Client Case Studies
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.
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Call Center Client Case Study 1 North
Memorial Hospital
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.
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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
• Should they hire IT resources and spend the time
  to build a custom web application, or puchase a
  solution?
• 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 Amtelcos secure hosting
  facility.

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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Web Site -
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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Web Site - Class Registration
Introduction -
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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Web Site - Childbirth Class
Information from eCreator -
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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Web Site - Class Confirmation
from eCreator -
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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Class Registration Phone based
registration -
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Call Center Client Case Study 1 North
Memorial Hospital
North Memorial Class Registration - Roster
Reports
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Call Center Client Case Study 1 North
Memorial Hospital
That was a quick look at North Memorial and how
they use Infinity, eCreator, and Amtelcos
hosting facility to meet their needs.
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
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...
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Account Setup We used eCreator
Supervisor to setup the Scripted Message flow and
the IVR flow to meet MaryAnns needs -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Account Setup We used eCreator
Supervisor to edit the Info Pages which appear in
MaryAnns account -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Scripted Messaging Flow -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Sales Calls -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Sales Calls Appointment Scheduling
Calendar -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Sales Calls Appointment Scheduling
Daily View -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Service Calls - Urgent and Non Urgent
Classification -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Service Calls - Non Urgent Calls
Message Pickup -
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
MaryAnns Urgent Service Request IVR Dispatch
-
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Call Center Client Case Study 2 MaryAnns
Magnificent Apartments
Are there any questions about MaryAnns
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?
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters 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...
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Call Center Client Case Study 3 Peters
Carpet Cleaners
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Account Setup We used eCreator
Supervisor to setup the Scripted Message flow and
IVR flow -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Scripted Messaging Flow -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Service Types -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Non Urgent Service Requests -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Non Urgent Service - Appointment
Scheduling -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Non Urgent Service - Message Pickup -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters Urgent Service - Message Dispatch via
IVR -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Peters 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 -
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Call Center Client Case Study 3 Peters
Carpet Cleaners
Are there any questions about Peters 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?
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AmtelcoPresents

• We would now like to ask
• Gary Kerner
• Mel Carter
• to review how you can market these applications
  to your customers