Computer Telephony Integration - CTI

• Enterprise Interaction Center (EIC) - Increasingly, organizations of all sizes are searching for ways to improve their interactions - both those internal to the organization itself as well as those involving external entities such as customers, prospects, distributors, analysts, and others.  Replace your PBX phone system with the Enterprise Interaction Center (EIC), an NT-based all-in-one solution that provides all phone functionality using your Windows 95/98 or NT pc & a standard analog phone.  EIC provides the following functions in a single NT server:

• PBX - a full digital telephone system.  Now, the server IS the telephone system.
• ACD - a flexible & feature-rich Automatic Call Distributor capable of handling any number & types of call queues & complex routing schemes.
• IVR - a programmable Interactive Voice Response system with all the capabilities of the most expensive dedicated IVR box.
• Voice Mail - provides complete MultiMedia Messaging to the desktop integrated with Microsoft Exchange or Lotus Notes - see all your Voice Mail, EMail & Faxes on one screen.
• Fax Server - provides desktop faxing, fax-on-demand & fax broadcasting.
• Web Integration - provides Web Chat, Web CallBack, Voice over IP with NetMeeting & Web Push.
• Monitoring - Real Time supervision & monitoring of users, calls, lines, groups & queues from any authorized workstation, local or remote.
• Remote Workers - supports work-at-home & remote office workers.
• Blended Call Center - works with inbound, outbound & blended call centers.
• Recording - Interaction Recorder extends EIC's built-in recording capabilities by creating a database of recordings with all associated information.  Search, listen, categorize via a graphical interface.  Stores at 8:1 compression; Group recordings by queue, priority, customer type, etc...
• Reporting - Over 100 reports included.  Use these reports to measure user productivity, monitor the use of system resources, track down details of specific interactions, or simply track your own telephone use. Reports are graphical, tabular, or both, & can be automatically output to printer, file, fax or html page.  Use Crystal Report Writer to create custom reports.

Originally designed for Call Centers/Customer Service Centers, the EIC is rich in features & is an excellent system for any corporation or business, providing increased functionality for less dollars than comparable PBX systems. Each EIC server can accommodate up to 300 users, & multiple EIC's can be networked together, both locally & remote, to create a single virtual phone system.

If you are in the market for a new PBX, or are looking to upgrade your existing one, & the EIC page has not yet convinced you that it is the system for your business, click here to receive a competitive analysis of features & dollars of the EIC vs. what you are evaluating. Include all necessary details for a comparison such as how many incoming/outgoing lines, how many phone sets, T1's & whether or not you need ACD functionality & Web Page Integration.  Competitive Analysis

• AltiServ by AltiGen, the Must Have Phone System for Small Business - Selecting a phone system is one of the most important decisions facing small businesses today because it serves as the nerve center for communications with customers, suppliers and employees alike. A traditional phone system will quickly become obsolete in this new Internet era where the way we communicate is constantly changing. Today, you need a scalable, feature-rich phone system that enables you to compete effectively, along with the flexibility to easily add more advanced capabilities as your needs change. Fortunately, recent advancements in technology now make it possible to provide such a system that's affordable to small businesses. AltiGen offers businesses with up to 160 users today's most advanced communication features. AltiGen embraces the power of open standards and uses them to deliver powerful communications solutions using the latest generation of technology.  EMail us at altigen-info for more information on how this system can greatly enhance your company's communications.  

• Vodavi TRIAD - The New Dimension in Business Communications - It's time to take a new position on your phone system. A position of control, confidence and unlimited capability -- with Vodavi's STARPLUS Triad Digital Telephone Systems. For managing a busy call center or an entire business communications system, STARPLUS Triad is a powerful and flexible solution with very competitive pricing.  Voted 1998 Product of the Year by Call Center Solutions magazine, Vodavi currently enjoys over 10% market share of the small business market segment (under 50 stations), & ranks as the number four manufacturer of telephone systems.  EMail us at vodavi-info for more information.

• PathFinder, Internet Ready Voice Mail - PathFinder is your Internet- ready voice processing solution for voice mail auto attendant and IVR applications. Running the Microsoft NT operating system and using Dialogic voice boards, this platform offers exceptional capabilities, growth, and reliability.  PathFinder works with virtually any PBX & includes the following options:  feature rich Voice Mail, Auto Attendant, programmable Interactive Voice Response (IVR), Unified Messaging to the desktop (CTI), Internet Fax Delivery, Point-to-Point Internet Networking, & much more...  EMail us at pathfinder-info for more information.
  

  ---

• Enterprise Management - A typical IT environment consists of a complex web of heterogeneous resources scattered throughout the enterprise. Too often, the business goals these resources were intended to support are lost in the complex task of managing them. Only CA has the powerful management solutions required to tame this unwieldy environment and to deliver tangible business benefits.  Unicenter TNG addresses today’s most pressing IT management challenges through a tightly integrated set of core solutions. The breadth of these management solutions and their ability to work together delivers true end-to-end management of the environment and sets Unicenter TNG apart from other enterprise management offerings.  EMail us at ca-tng for more information.

• Integrated Management - Workgroup, Advanced and Enterprise Editions - Small and medium size businesses require easy to deploy and use management solutions that can be rolled out incrementally. The Computer Associates IT family of products are best of breed solutions built on a common infrastructure derived from the award winning Unicenter TNG® platform, a perfect foundation for incrementally integrating management solutions, that makes systems and network management easy.  These Workgroup, Advanced and Enterprise Edition products consist of state-of-the-art solutions for specific management areas including security, software distribution, help desk, asset management, storage, communications, remote control, e-commerce, and database management.  EMail us at ca-it for more information.

• Web-Enable & Modernize Enterprise Applications - Virtually all organizations have made significant investments in their existing applications.  Modernizing these applications enables enterprises to integrate and rejuvenate business critical processes.  Companies with significant investments in "functional" centralized resources can make highly productive use of Web-Enabling technology, as can organizations that recognize the need to plan intelligently for future expansion and compatibility with emerging technologies.  EMail us at web-enable-apps for more information.

• Web Enable Your Call Center - In today’s companies, the most common channel for customer service is the phone, and more specifically, the call center. And while call centers are necessary and will continue to be an expected channel of communication, a great number of those requests can be better handled with web-based technologies. Web-enabling the call center not only increases efficiency and saves money, it’s often a better way to serve your customers.  CLICK HERE to see our white paper on the benefits of a Web-enabled call Center, EMail us at web-enable for more information.

• Workforce Management for Call Centers - Blue Pumpkin Software is the leading-edge provider of workforce management solutions for call centers. Blue Pumpkin developed PrimeTime, a system designed for forecasting and scheduling agents in call centers. PrimeTime is a robust workforce management package that combines rapid optimization techniques with innovative human interface design. The result is an easy-to-use, powerful tool for call center workforce management. EMail us at workforce-mgmt for more information.

• Call Center Consulting - Customer satisfaction is improved by enhancing access, automating inquiries, web-enablement, improving service quality, reducing operating expenses and defining the opportunities for generating additional revenues. These are accomplished by developing & sustaining a high-performance organization, from the top down, with tight-knit integration of it's people, processes & technology.   CLICK HERE for more on how we can help your call center.

• High-Performance Client/Server Accounting Solutions - Appgen accounting products are designed to provide customers with a foundation for future growth and enhancement allowing for incremental steps rather than a whole new investment as your requirements change. As your business grows or the needs of your business change, Appgen will grow with you. Appgen is the accounting solution that can carry your company far into the future while providing advanced features today not available on other accounting systems, such as advanced drill-down, simultaneous GUI & ascii clients, etc...  CLICK HERE for more detailed information on Appgen products.  EMail us at appgen-info to discuss an advanced accounting solution for your company.

• Wireless Networks featuring Spread Spectrum MicroWave - Let us show you how to connect remote offices together with high-performance cost-effective communication links for data, voice or both. You own the equipment and pay no monthly line or usage charges.  Widely used for remote data & voice networks & to replace T1 lines.  Speeds range from 2 Mbps up to 155 Mbps, and offices can be up to 20 miles apart without repeaters, longer distances with repeaters. These can be set up as Point-to-Point (building 1 to building 2), or Multipoint such as for University campuses & Medical facilities with surrounding clinics.  A great way to setup your own high-speed independent communications without having to rely on a phone company for installations & maintenance, &, without being subject to the quality of service & rates the phone company apply. CLICK HERE for more information and examples of use.  For a preliminary quote on your remote connection needs using this technology, click here: mwave-info

• Cisco Systems - Worldwide Leader in Network Solutions - Cisco provides end-to-end networking solutions that customers use to build a unified information infrastructure of their own, or to connect to someone else's network. An end-to-end networking solution is one that provides a common architecture that delivers consistent network services to all users. The broader the range of network services, the more capabilities a network can provide to users connected to it.   Cisco offers the industry's broadest range of hardware products used to form information networks or give people access to those networks; Cisco's IOS® software, which provides network services and enables networked applications; expertise in network design and implementation; and technical support and professional services to maintain and optimize network operations. Cisco is unique in its ability to provide all these elements, either by itself or together with partners.  CLICK HERE to see Cisco's product lines, or EMail us at cisco-info to discuss consulting needs for your WAN.

• Industrial Quality File Servers - Don't entrust your mission-critical systems to standard pc fileservers.  We provide both ruggedized and commercial systems to customers around the globe, for applications where product stability, longer product life cycles, and minimal downtime are primary concerns.  Mission-critical applications are most often found in industrial computing where systems are required to be available around the clock, seven days a week. If the control system goes down without adequate back-up provisions, countless hours can be lost, and the economic impact staggering. Some of these environments provide the very backbone of our communications & data infrastructure, others are in medical situations, still others in countless embedded control systems that regulate and monitor expensive hardware and processes. Fault-tolerant computing, or what's becoming known as "high-availability" systems, can protect these systems with high-end features such as Single Board Computer, passive backplanes, RAID hard drives & redundant load-sharing power supplies.   Operating with Intel processors, all major operating systems are supported including Windows NT, SCO Unix, Novell, Linux & several others.  EMail us at industrial-info for a price quote of a "high-availability" server designed to "Take a lickin & keep on tickin".

• High Performance Storage - For high reliability & maximum performance implement Fibre Channel RAID systems and/or Storage Area Networks (SAN).  Traditional file server attached storage relies on the LAN technology (Ethernet, TCP/IP, Token Ring) for file sharing which has small frame sizes (even Gigabit Ethernet has only a 1500 byte frame size) & high overhead on the network, producing an average of 25Mbps throughput with 35% overhead per workstation.  A SAN with a Fibre Channel controller uses a network seperate from the LAN for file data traffic, has a 64K frame size, & provides up to 1 Gigabit throughput (4 Gigabits is on the way) with only a 5% overhead.  This performance is especially critical in operations such as 24x7, server clusters, high-speed high-volume data access, high security environments & where centralized administration across a WAN is critical.

• Voice Recognition in Law Firms - Let us show you how our speech recognition systems can save your firm incredible amounts of time and money on transcription!  Click here, legal-brochure, to see a brochure.  For more information or a quote send an EMail to: legal-info

• Micom V/IP Voice & Fax over IP Gateway - Protect your network investment with a V/IP Gateway.  Now phone calls & faxes can ride free over your existing IP network - eliminating intra-company long distance charges.  And with ClearVoice technology, every call will be toll quality & crystal clear.  Plus you can forget about retraining.  Because V/IP works transparently with existing phones, fax machines, PBXs and key telephone systems.  Click here, V/IP, for more information.   For a preliminary quote on your remote connection needs using this technology send an EMail to: micom-info

• Telephony Gateway - Connect multiple "long distance" locations together through the Internet using Internet Communication Servers. This allows full communications for Data, Voice & Faxing between multiple locations through the Internet, providing increased functionality at the remote offices & a significant savings (typically 50%-80%) on long distance phone charges. This Can integrate with your Web Server to provide customers/prospects direct access to your sales staff or reservation center. Click here for more information or a preliminary quote on your remote connection needs using this technology:  tg-info

• Fax-On-Demand & Fax Broadcasting
  - Fax-on-Demand systems have an average Return-on-Investment of 6 months, saving significant phone time with customers/prospects/vendors requesting information. This system can also be setup for employees & remote offices to receive updated information on customer/vendor & company issues.
  
  - Fax Broadcasting as a standalone system, or coupled with Fax-on-Demand, can be an invaluable tool for companies actively marketing to new prospects & existing customers.

• Automatic Call Distribution (ACD)
  
  - For any company that has 5 or more people responding to customers on the phone. Provides full control & management of how calls are handled, by whom, hunt sequences, groups, & more. A must have for Reservation/Call Centers. Provides management reports that takes the guesswork of how efficient your call center & each rep is, with reports such as: how many calls, average length of time on the phone by rep, how many times a caller hung up while on hold & their phone# so an operator can call them back, plus many more reports.
  
  - This can be integrated with one of the Express software programs providing access to the customer file. By the time the rep answered the call, the caller's information & history would be on the rep's screen (if it was an existing prospect/customer).

&