Intelligent Telephony and Internet Solutions

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Intelligent Telephony and Internet Solutions
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Agenda

• Who is Intelis?
• Company Values
• Some Intelis Tools and Solutions
• Contact Information

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Company Profile

• Incorporated in July 1997
• Headquartered in Norcross, GA
• Telecom Experienced Management
• Self Funded - Zero Debt
• Profitable Every Year Since Inception
• Consistently Increasing Annual Revenues
• Work Very Well Partnering With Other Vendors

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Company Values
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Solutions

• Call Centers
• Toll Operator Services
• Directory Assistance
• Tandem Calling
• Automated Call Processing (IVR)
• Custom Development

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• Automated Call Distribution
• (ACD)

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Network Topology and Interfaces
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ACD Features Peripheral Interfaces

• Voice Loggers and Monitoring
• Interface Available for third party voice
  loggers
• Agent Monitoring is Included
• Force Management System (FMS)
• Interface Available (Vendor Specific)
• Experienced with TCS and EDS
• Required Data may be exported from SQL
• Billing
• Extensive Call Detail Record information
  maintained in the Intelis Billing Record (IBR)
• Reporting
• Basic Reports included
• Crystal Reports and other tools supported
• Call information retained in SQL database

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Software Architecture
SwitchKit
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ACD Features ACD Queue

• Queues Assignable by
• Customer
• DNIS
• Trunk Group
• Other unique network identifiers or combinations
• Queues may overflow based upon user defined time
  in queue
• Support of multiple Customer Specific Queue
  Messages
• Assignable Service Levels define customer
  priority.
• Customizable Queue Announcements and Greetings

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ACD Features Skills Based Routing

• Unlike traditional ACD products calls are routed
  based on two criteria
• Most Qualified Agent (Agent Skills Based Routing)
• Most Idle Agent
• The most Qualified Agent is determined by the
  Skills an Agent has assigned, and their Skill
  Level within the Skill.
• Most Idle Agent is determined by time since the
  last call the Agent received.
• When a new call arrives the Intelis ACD
  determines the Most Qualified and Most Idle Agent
  , in that order, of those qualified to assign the
  call.

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ACD Features Skills Based Routing

• Agent Skills are Determined and Named by the ACD
  Manager
• Up to Ten Skills may be assigned to an Agent
• Agent Skills are assigned Skill Levels ranging
  from One through Ten.
• One is the Highest Skill Level
• Ten is the Lowest Skill Level

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ACD Queue GUI
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ACD Queue Sample Flow
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ACD Features SIP Live Agent Features

• Skills Based Routing
• Customer Defined Skills
• Multiple Skills Maybe Assigned
• Agent Controls
• Dial Pad Interface Client for PC
• Call Control via Dial Pad
• Toggle Voice Path
• Three-way Conference
• Disconnect Specific Called Party
• Agent Screens
• Customer Specific
• Generic with Fill in the Blank format
• Custom Interface to existing legacy applications

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ACD Features TDM Live Agent Features

• Skills Based Routing
• Customer Define Skills
• Multiple Skills maybe assigned
• Agent Controls
• ACD functions via handset
• No PC or LAN required
• Voice Path via handset
• Agent Screens
• Customer Specific
• Generic
• Interfaces to legacy systems

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ACD Skill Creation GUI
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ACD Skills Assignment
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ACD Skills Assignment
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ACD Queue Agent Assignment
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Agent Sample Screen Shot
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ACD Features Automated Agent Features

• Skills Based Routing
• Same Capabilities as Live ACD Agents
• Customer Recognition
• DNIS
• Trunk Group
• ANI Level
• Messages
• Customer Specific Menus
• Multiple Customer Specific Messages
• May be used to collect and forward caller
  information via DTMF signaling such as Account
  Numbers to the Live Agent

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ACD Features Programmable IVR
Full Featured Voice Mail

• GUI based Call Flow Scripting Language
• Multi-Lingual
• Dynamic Announcements
• Import/Export to NFS server

Specialize In B Leg Of Call
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IVR Script Application Generator
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ACD Features Reporting

• Full Reporting Package
• Basic Reports Are Provided
• Ad Hoc Reports
• Open Interface for third party applications
• Report Types
• Average Talk Time
• Average Speed of Answer
• Abandoned Call
• Total Work Time
• Support of SQL queries or with third party tool
  i.e. Crystal Reports
• Force Management System (FMS) interface

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Agent Report
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Agent ATT Report
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Queue Report
Queue Toll Date 01/12/05
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Queue Staffing Reports
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Queue Call Volume
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Queue Abandoned Call
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ACD Features Interfaces

• Support of Internal Local databases
• Blocked Callers
• Fraud Callers
• Blocked Destination Numbers
• Countries, Selected Ranges and ANI specific
• Support of External Database Interface
• Access Customer Information for Screen pops
• External Database Interfaces
• SS7 TCAP
• TCP/IP Local Dedicated or Internet
• X.25 or RS-232

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ACD Features Billing

• Call Detail Record (CDR) Recording
• Extensive Call Information within the Intelis
  Billing Record
• Call Records may be exported to customer
  platforms
• Specific information elements may be exported
• Customer Billing
• Customer Call Rating supports
• Specific charges to be applied to a customer
• Charge per call at a flat rate
• Charge based on Agent Talk Time
• Identify and Charge for Network utilization
• Flexible Billing based on individual customer
  requirements

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Summary

• Questions?
• Specific Interfaces Required?

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