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17 Φεβ 2014 (πριν από 3 χρόνια και 5 μήνες)

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3Com
Confidential

0

3Com ExecutiveAssistant

Central Virginia Datacomm

3Com
Confidential

1

Is your organization putting obstacles in
front of your customers?

>
Do your customers get sent to voice mail
when they call into your enterprise?

>
How many numbers do customers have to
remember to reach your sales personnel?

>
What happens when customers call into
your company don’t know how to spell the
name of your employees?

>
When your sales force turns over do your
customers continue to call your former
employees on their mobile phone at the
new company?

>
What happens when your West coast
customers call your East coast company in
the afternoon?


3Com
Confidential

2

Do your employees have the tools they need to
most effectively service your customers?

>
Who screens your company’s phone calls when your executive
team is working late? What happens if they are expecting an
important call?

>
Who covers calls during lunch time?

>
Do your employees on the road have access to the up to date
contact information of your customers?

>
Do you ever wish you could record what was just said?

>
Are you certain your employees
are saying the right things to
your customers?

3Com
Confidential

3

Enter 3Com ExecutiveAssistant…

>
An all in one solution to…


More effectively service customers


Increase efficiency across your enterprise

>
Via an advanced telephony application

>
Allowing you to design your company’s business processes
around…


How
YOU

want to do business


Not what your technology dictates!

>
Ideal for…


Managers, Executives


Companies with a mobile salesforce


Law firms and real estate offices


Companies that need to maximize clients’ phone experience

3Com
Confidential

4

ExecutiveAssistant Technology


>
Supplements 3Com NBX functionality

>
Connects to NBX via 3Com Media Drivers

>
Utilized on desktop application, desk phone, and mobile phone

>
Runs on a separate server


Can be bypassed when server maintenance is performed

3Com NBX
V3000

3Com 5500 Switch

3Com ExecutiveAssistant on
IBM 306 Server

Media Drivers

3Com
Confidential

5

ExecutiveAssistant Legal Module

>
Increase Billable Hours


Always connected to important clients via mobile phone


Prioritized routing keeps attorneys connected to their
billable clients

>
Connect clients to the right attorney every time


No need to memorize extensions or spellings of
names

>
Accurately track and bill projects


Account & matter codes allow for tracking

>
Capture & retrieve phone conversations with
ease


On demand call recording

3Com
Confidential

6

ExecutiveAssistant
Feature Descriptions

Central Virginia Datacomm

3Com
Confidential

7

Advanced solutions for executives & sales personnel

>
Salespeople on the road


Find me/follow me based on change in “presence”


Speech Recognition contact dialing

>
Tight integration with Microsoft Outlook


Work from any office phone

>
Executives


On demand call recording


Flexible call screening

>
Managers


Automatic call recording


Silent Monitor, Whisper, Barge
-
in

3Com
Confidential

8

Find me/Follow me

>
Find me/follow me utilizes predefined rules to make your busy
employees reachable

>
Important customer calls technical support employee…


Desk phone rings


no answer


Mobile phone rings


no answer


Phone in laboratory rings


Employee picks up the phone


Hears “Call for John Smith” and employee answers the phone


The customer is connected


If the call is not answered it would go to the NBX voice mail!

>
Imagine…


Improved sales due to shorter sales cycle


no phone tag!


Improved customer service with more personal touch!

3Com
Confidential

9

Find me/follow me specifics

>
Can notify where you can be reached via cell phone, desktop
phone, or PC

>
Can chose to accept or reject calls on your cell phone


If reject or don’t answer they go to your NBX voice mail!

>
Can be notified on multiple phones

>
Able to record and monitor remote calls

>
Never need to give out cell phone number


No need to be disturbed while on vacation


Can change cell phone number without
business interruption


Customers can call your phone system instead of sales people’s cell
phones


when there is turnover, the customer can be retained

>
Can create a remote hunt group


Important after hours callers can be serviced by a remote team

3Com
Confidential

10

Call Routing based on Speech Recognition

>
Screening allows for a user to hear the name of the person calling

>
The caller says their own name into the telephone

>
Matches spoken name to your contact database

>
Can set priority such that certain calls are sent to voice mail while
higher priority calls follow you

>
Can set screening based on time of day so that you never have to
take an unimportant call during nights or weekends

3Com
Confidential

11

Speech Recognition Contact Dialing

>
Tightly integrate your Microsoft Outlook contacts with your mobile
sales force

>
Employees can…


Dial a predefined number


Optionally enter a PIN


Dial multiple contacts from their Outlook by simply saying their name

>
Imagine not having to have phone numbers in multiple places!

>
Dialing from the road is much easier and safer


No need to search for a number while driving

3Com
Confidential

12

Call Recording

>
Inbound and Outbound calls can be recorded

>
Can always record calls for certain employees


Requires basic user license


Ensure quality responses to customer queries


Ensure commitments & agreed details are documented
to avoid disputes

>
Record on demand for executives or managers


Record call while on it


Record entire call from beginning or at start of recording


Able to pause and unpause recording


Requires supervisor client


Capture detailed information during important conversations

>
Recordings


Permission based access to recordings


Archive and Export

easy and flexible disk space management

3Com
Confidential

13

Call Screening

>
Caller is identified before you choose to take the call

>
Voice prompt on phone AND PC screen pop of caller information

>
Choose accept call or send to NBX voice mail

>
Automatic synchronization with Outlook

>
Easily customizable

3Com
Confidential

14

Silent Monitor, Whisper, and Barge
-
in

>
Service to allow supervisor to listen into agent call and intervene if
necessary

>
Silent Monitor


Supervisor listens to agent & customer

>
Whisper


Supervisor talks to agent only, customer can’t hear supervisor

>
Barge
-
in


Supervisor talks with agent & customer

>
Works for all inbound and outbound calls


personal, hunt groups,
or ACD

>
Need necessary permissions

>
Multiple managers can monitor same call

3Com
Confidential

15

ExecutiveAssistant Desktop User Interface

What number should I
be called at?

List of contacts

Screen pop for these
users

Monitor, Whisper,
Barge
-
in

Online Help

History of calls and
call recordings

What calls should be
screened

Ability to record calls

Change settings

3Com
Confidential

16

ExecutiveAssistant Delights Customers

>
Powerful speech recognition auto attendant

>
Customizable on
-
hold/transfer music for different departments

>
Reach intended parties more quickly


Route calls more efficiently via Speech Recognition, DID, or Caller ID


Operator view & manage multiple incoming calls

3Com
Confidential

17

Customers never have to remember extensions or spellings
of names with Speech Recognition Auto Attendant

>
Can access someone’s extension by saying their name!

>
No need to remember spellings or extensions

>
How many of your employees have difficult to spell names?

>
No need to fumble with typing digits while driving

>
No need to create complicated Auto Attendants


“Please say the name of the person or department
you would like to reach”

3Com
Confidential

18

On Hold Music

>
User or department can have custom on
-
hold music or audio
message

>
Seven choices pre
-
installed

>
Play custom messages announcing the latest service or product
offering

>
Give callers into technical support the latest tips and tricks for
resolving their problems on their own

>
Basic user license is required

3Com
Confidential

19

Interactive Call Distribution

>
Shows queued calls on employees’ PC screen

>
Employee takes a call by clicking on it

>
Displays information about caller, including dept/employee requested

>
Ideal for smaller dept to


handle call bursts

>
Supervisors can see and


grab calls

>
Each dept can have own


audio “comfort message”

>
Single button login/logout

>
Each user can view/accept


calls for multiple depts

>
May be recorded/monitored