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IP and AltiGen’s Multimedia Call Center The First Affordable Call Center for Small-Midsize Business AltiGen Communications.

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Presentation on theme: "IP and AltiGen’s Multimedia Call Center The First Affordable Call Center for Small-Midsize Business AltiGen Communications."— Presentation transcript:

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2 IP and AltiGen’s Multimedia Call Center The First Affordable Call Center for Small-Midsize Business AltiGen Communications

3 Benefits of AltiGen’s IP Call Center Tightens the bond between businesses and customers AltiServ time-tested system maturity and architecture provides strong reliability Combined with Flextel carrier-grade chassis downtime virtually eliminated AltiGen’s integrated call center is the most affordable in its segment AltiGen resellers provide proper LAN engineering needs AltiGen provides the ability for third party applications such as Goldmine, ACT, Outlook to be tightly integrated

4 Benefits of AltiGen’s IP Call Center AltiGen is committed to open architecture and meeting most popular standards (H323 today) Web-based call centers provide close integration between Web displays, customer and agent- enables broad growth of e-commerce Integrated applications/management tools to handle voice and data online increase agent productivity IP centers can be distributed across geographic regions, home offices- anywhere in the world Linking call centers over IP backbone provides same services at multiple sites

5 AltiServ provides converged communications… Lower cost of ownership Multi-media Call Center provides: –Common web interface to handle phone, and web contacts –Web chat, web page push, web call-back –CTI- Info triggered by phone call (Screen Pop) –Local and Remote IP extensions and agents –One Number Access –Multiple Offices over VoIP Net PSTN IP Extension/ Remote Agent Anywhere! Small to Low-end Midsize Market Solution

6 Call Center Key Features Affordable, Integrated Contact Center for SMB –Agent and Supervisory Interface –128 agent capacity per system recommended. Max of 192 agents per chassis depending on configuration –Integrates Voice, Web push, web chat, etc – integration- annotated voice on –CRM CTI integration- screen pop with Goldmine, ACT, Outlook (inbound/outbound) –Works with IP phones or analog/digital or softphones

7 Small Call Center Installation Contact Mgr Server Voice Recording Server AltiServ PSTN IP Network Database Server (CRM / ERP) Web ServerBilling System Agents & Supervisors IP Phones IP and/or Analog

8 AltiServ’s Value Added Novo Voice Recording Server Call Control / Routing/Auto Atd IP Extensions Integrated Call Center Voice Mail PBX / ACDVoIP Switching Agents & Supervisors Partners Flextel Carrier-Grade Chassis AltiServ Compaq Server Partner IP/Analog Phone Partners IVR Partner Goldmine,ACT, Outlook Integration

9 Demo of Agent GUI + Goldmine Record Pop

10 Integrated Call-Center Features Expands AltiView to support Agents and Supervisors AltiAgent AltiSupervisor E-Commerce integration with web button - direct VoIP contact support 128 agents max per system Options –IP Agents –Barge-in and Monitor –Ringing all phones –No answer auto log out Remote IP extensions as members in local workgroups Agents or extensions can be Members of Multiple Workgroups Supports TAPI SDK: Active-X based Custom Data Directed Routing 3 rd Party or Custom Applications

11 AltiSupervisor Interfaces

12 LAN Local Lines Voice T-1 Local Lines Voice T-1 The Power of Networked IP AltiServ Router DSL modem IP extension: Remote Call Center Agent Internet DSL LAN Enables Virtual Call Center


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