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| Ultimate!
Communicator - Call Center Solutions |
Customer
service, telemarketing, and order entry are all activities
that rely on call centers for efficient operation. Supervisors
and staff are able to utilize the PC's memory and speed
to quickly process information and use the telephone to
provide easy access to customers. Many popular customer
contact management programs are able to place outgoing calls
and receive information about incoming calls via Ultimate!
Communicator. A telephone image on the PC display provides
a familiar setting for operation of station features while
a matching digital station on the desk beside the PC remains
functional at all times. Calls may be placed or received
through any combination of keyboard, mouse, and station
button commands. An added benefit to such a high level of
redundancy is the continued operation of telephone operations
through service interruptions that could occur within the
PC environment.
The Ultimate! Communicator call center station consists
of a customer supplied IBM-compatible personal computer
(PC), Microsoft Windows* 95 or NT software, a Toshiba provided
digital telephone with PC interface (RPCI), and the Ultimate!
Communicator software.
All Strata* DK systems can support the Ultimate! Communicator.
The software is designed to be used with other applications
in a multipurpose work station environment. Ultimate! Communicator
is supplied as part of a package that includes Sidekick
98 contact management and Ultimate! Personal Call Accounting.
Key Features and Benefits
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Answer/Intercom/Hold: This button is activated
by mouse click or pressing the keyboard enter key. It
answers ringing calls, places callers on hold, and accesses
the intercom for outgoing calls. The proper function is
selected automatically by system software.
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Automatic
Answer: When a call rings an extension with the Ultimate!
Communicator the call is automatically connected.
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Busy Station Messaging: This feature becomes available
when the caller dials a busy extension. Selecting Send
Message allows a message to be typed for display on the
LCD of the busy extension. The called station may respond
by typing a message of its own for transmission to the
calling station display. Each displayed message is accompanied
by an alert tone at the receiving station.
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Call Center Reports: more than 50 reports can be
generated from the Personal Call Accounting package included
with Ultimate! Communicator. A focus can be placed on
ring times, hold times, recalls and transfer destination
activity. Attention to call costs, line or trunk call
handling capacity, and numbers dialed are all standard.
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Call Center Statistics: Extensive data is collected
about call activity at the call center station. Incoming
information included is ring duration, line identification,
talk time, and hold time. Outgoing information includes
line identification, dialed number, talk time, hold time,
account code and estimated cost for the call.
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Cancel Button: Use of this key on the PC keyboard
retrieves the last transferred caller, if still ringing
a destination station. Alternative routing for the caller
may then be selected by the originating station.
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Descriptive Call Status Display: All calls displayed
on Ultimate! Communicator indicate status through the
printed words Hold, I-Hold, X-Hold, Ring, I-Ring, and
Recall. Colors are used to help discriminate without adding
confusion.
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Digitized Audio Greetings: Company greetings may
be played for the caller automatically when the call is
answered. Call center staff appreciate this feature most
in high traffic environments where the constant repetition
of greetings becomes stressful. The PC needs to be connected
to the accompanying digital station through an optional
audio interface.
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E-mail Messaging: In addition to standard message
light activation and voice mail transfers, you may enter
e-mail messages on the Sidekick 98 built in work processor
and direct them to anyone in the e-mail directory. The
e-mail button is a hot link to this service.
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Enhanced DSS/BLF Display: The Strata DK phone system
now allows hundreds of directory numbers to be implemented
in a given configuration. A traditional DSS console would
require an equal number of buttons to utilize this enhanced
feature. Ultimate! Communicator displays the busy status
of 1,000 directory numbers with a single mouse click,
and the status of 10,000 numbers with two clicks. One
additional mouse click is all that is required to initiate
a call transfer.
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Name or Number Dialing: Anyone listed in the 10,000
number dial directory can be called by typing their name.
This can be internal stations, external numbers or system
features. The directory is searched as characters are
entered until a match is found. If several entries match,
the up and down arrows allow a specific choice to be made.
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Staff
or Trunk Busy Studies: Call center supervisors are
able to display daily busy studies that focus on proper
staffing levels and the adequacy of trunks to handle
system traffic. Graphs may be displayed or printed,
that show a groups busy percentage, in a twenty-four
hour period. Varying the size of a group while focusing
on busy times are both possible with Ultimate! Communicator
busy studies.
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Voice Logging: Call center performance may
be evaluated through the use of voice logging. Either
automatic or manual control of the recording process
is set by Ultimate! Communicator. A supervisor may
record staff calls remotely by manual control.
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