Smartphone CTI - Computer Telephony Integration for Call Centres

Introducing Ascom's latest Communications Management solution designed specifically for the call centre environment. It enables inbound and outbound screen popping, address book, call history viewing, extension status and much more - all from an easy access tray menu. Managing call handling with CTI enables you to streamline how your agents work, creating a faster, more personal service.

Saving seconds on each call can dramatically reduce company overheads. However, to achieve these goals, your supervisors and system administrator need accurate and current information on call patterns and response efficiency. SmartMonitor provides a wealth of useful real time information for managers. Since call flows and other metrics are charted in real time, analyses and decisions can be made on the spot.

Features:

Screen popping - Every time you make or receive a telephone call, the phone window can pop up showing you information on the called and calling parties. Using this information, you can answer the telephone call with the benefit of knowing exactly who is calling.

Extension status - With the Extension Status window, it is easy to find out if other extensions are on calls or not. A colored light indicates at a glance whether an extension is on hook, off hook, or ringing.

Address book - Search for contacts by name or telephone number and when you have found who you are looking for, call them by clicking Dial or view detailed information about them by clicking Show.

Contacts lookup - SmartServer can be directly connected to your contact databases to provide caller telephone number lookup for SmartPhone clients machines.

Historical Information - SmartServer keeps a history of all telephone calls made and received. So SmartPhone clients can also export the call history of all extensions to a file.

Missed callers - Another very useful feature of SmartServer is that it makes a list of external inbound missed callers. You can used the missed calls list to check if you received any telephone calls which were not answered so that you can call them back and make sure you don't lose any potential business. The list of missed callers can also be veiwed by the SmartPhone client software.

Call history - Quickly view a recent call history to and from your extension number. Filter the recent calls list to view just Internal, External or missed calls. Call people back at the click of a button. View a caller's details to find out who they are and where they are from. Supervisors may view other users' call histories.

Live call information - SmartServer shows all calls currently in progress along with who made the call, who it was made to and when the call started. There is also a grid showing the status of all the extensions SmartServer is currently monitoring. Supervisors can be alerted to unauthorised use of the telephone system. Potential problem callers can be "tagged" for the attention of specific staff. SmartMonitor provides a discreet means to do so by ensuring the right staff are alerted when a particular customer calls or when a member of staff calls them. Changes to how a call is dealt with can be made without interrupting call-facing staff.

Live Statistics - SmartServer includes statistics on the maximum and minimum number of trunks that were in use during the last hour. These statistics are updated every minute and displayed on a chart on the SmartServer main window. A quick glance at this chart can tell you when trunks are being used most, and whether or not you should consider having more trunk lines installed.

Database Integration - SmartPhone is compatible with Act, Applix Enterprise, Commence, Equinox, Filemaker, Goldmine, Goldmine Heat, Ingres, Lotus Notes, Maximiser, MS Access, MS Exchange, MS Sequel Server, Novell Groupwise, Sage Line 50, Saleslogix, Siebel, Superbase and many others.