| Telephony integrations for IBM i business applications |
- Allows you to enhance any IBM i-based application with progressive telephony services that can reduce costs and help your existing staff handle higher call volumes while delivering faster, more personalized service. For example:
- Caller self-service (IVR) gives customers, prospects, business partners and remote employees real-time access to the information they need by phone, any time of the day or night, without waiting for an agent
- ACD queuing and intelligent call routing gather information, prioritize calls, manage and inform waiting callers, and quickly get callers to the right representative the first time—even your highly skilled staff reserved for priority work
- Custom screen pops present relevant caller data within application screens familiar to agents for faster, more thorough call processing. Eliminates need for callers to repeat information entered via phone
- Agent-assisted dialing speeds outbound campaigns with efficiencies such as click-to-call, screen pops with relevant call data, and re-queuing of uncompleted calls
- Automated outbound calling lets your system contact customers or business partners with up-to-the-minute service updates
- Full Call Center support streamlines processes at all possible touch points between phone services and business applications
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| Runs natively on IBM i |
- Uses your staff’s existing IBM i development skills to build and maintain telephony services
- Reduces infrastructure costs related to hardware, system administration, maintenance, backup, high availability and disaster recovery when telephony services run on the same server as core business applications
- Facilitates real-time, bi-directional sharing of data between IBM i-based applications and telephony services
- Eliminates the need to replicate databases or maintain specialized skills to support cross-platform telephony services
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| Works with any phone system |
- Protects your telephony integration investment from changes in technology
- Lets you evolve from PBX to VoIP—or from one phone vendor to another—without having to modify business applications or telephony integrations
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| Software and API-based solution |
- Automatically manages complex telephony integration points
- Allows you to deploy telephony services that streamline your existing business processes, rather than forcing your processes to adapt to one-size-fits-all telephony services
- Speeds end-user training because telephony services adapt the look and feel of your existing applications
- Lets you easily change configurations, add lines and modify integrations as required
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| Modular, rich feature set |
- Lets you start with just the functions you need and expand as requirements grow
- Easily scales to provide complete support for formal call center operations
- Includes many sophisticated features such as Queue Placeholder/Callback, Text-to-Speech and Speech Recognition for innovative telephony applications that create competitive advantage
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| Comprehensive reporting |
- Can combine real-time application and call data so management can identify potential problems or opportunities as they occur and take immediate action
- Management GUI provides real-time at-a-glance call center activity
- Standard reports satisfy most reporting needs out of the box
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