1. Progress and Future Directions
*

2. *
*R2-12 – October
*R2-12 SP1 – January
*R1-13 – March
*R1-13 SP1 – in field testing

3. *
*Secure Delivery Server and App
*New Operator Report Formats
*Break-Time
*Averages per Hour
*Auto-Create feature for Information Tables

4. *
*Agent Enhancements
*Enhanced Message Display Format

5. *
*Agent Enhancements
*Color-coded Answer Phrases
*Call Status Enhancements
*On-Call Contacts ‘Search’ Button
*Hypertext Commands as Mnemonic Keys
*Command Menu Enhancements
*Information Table Viewer Enhancements
*Scripting Enhancements for On-Call
*New Speed Dial Command (‘T’)
*24 other smaller enhancements and changes

6. *
*SIP Softphone in Agent
*Pop-up Dialer for Manual Dialing
*20 smaller enhancements and changes

7. *
*Secure Delivery – ‘Downfile when Notified’
*Enhancements to Call History Analysis
*Expanded Billing and Holiday Schedules
*Enhancements to the ‘Break’ Feature
*Menu Enhancements
*Caller Name from the PSTN
*Enhanced Call Routing
*16 other smaller enhancements and changes

8. *
*Design Goals
*Better utilize your highest expense item
*Improve quality of service and reduce errors
*Keep Clients
*Gain new revenue streams

9. *
*Reasons People Leave a Service
*Too Many Rings (21%)
*Inaccurate, Unclear or Poor Messages (20%)
*Calls Placed on Hold for Too Long (18%)
*Cost of Service (17%)
*Rude or Abrupt Agents (8%)
*4 of 5 Relate to Call Routing

10. *
*Skill Level and Client Class Assignments ...
*Control Initial Distribution of Call
*Control Overflow to Other Operators
*Allow Overflow based on Task-Interruption Impact

11. *
0 – Basic Messages with Automated Dispatch (if any)
1 – Short Messages with Simple Dispatch Instructions
2 – Short Messages with Multi-step Dispatch Instructions
3 – Commercial and Medical accounts requring more
account knowledge and ability to make judgement calls
4 – Complex Commercial and Medical accounts with
Decision Trees, Tables and need to make judgement calls
5 - CSR Agents that have high level skills in turning
complaints into sales

12. *
6 – High Level Ops doing On-Call, Account Changes, etc.,
but backing up other Agents
7 – Supervisor available for backup
8 – Bookkeeping and Accounting
9 – Front Office HR, Payroll, etc. with complex tasks and
long recovery time after interruption.

13. *
*Low cost Agents used for simple accounts
*Agents only get calls they are trained for – less mistakes
*Overflows handle peaks with minimal disruptions
*You can pick which accounts overflow and how far
*In short:
*Better utilization of the highest expense item of your service,
*while improving quality and reducing errors

14. *

15. *
*Changes Initial Priority during Emergency Mode
*Allows ability to charge more for Higher Priority

16. *
*Enhanced ‘After-Dial’ command
*Supports Digital Paging with less operator time
*Remote Receptionist Applications
*Enhanced ‘X’ Hypertext command
*Designate Message List and Retry options
*Secure Delivery Enhancements
*Customized Notification Text
*Auto-Purge of Messages
*New Account Totals Fields
*‘Inbound’ Standby Time
*‘Outbound’ Standby Time
*Beep in the Ear When a Call is Available

17. *
*Secure Delivery App in Online Stores
*Expand Technology into New Applications
*Mobile Team Collaboration
*Eg. Hospice Nurses or Occupational Therapists
*Eg. Emergency Response
*Remote Receptionist
*Intra-Call Communications

18. *
*Integration of miSecureMessages into SDM/SDS
*Hosted Solution by Amtelco
*Strong HIPAA/HITECH Compliance
*Native Apps in App Stores
*No changes to Dispatch Procedures
*Same Hypertext Commands access both
*Clients can use MSM, SDS or both

19. *
*HL7
*Real-Time Hospital Interface
*IS Web Scripting
*Advanced Scripting Capability

20. *

21. *

22. *

23. *

24. *
*TechHelper
*Web access to Manuals
*Web access to Knowledge Base
*Software Source Control
*Offsite Backup of Production Software

25. Progress Report
*

26. *
*In-progress at Telescan since 3rd Quarter 2011
*Now a TEAM Effort
*Amtelco brings several years of R&D into the project
*We have three Developers full-time on the project
with a 4th to be added soon
*Focus is on completing Prism II and ClientTell

27. *
*Prism II
*Next Generation Prism
*ClientTell
*Outbound Application System

28. *

29. *

30. *
*Outbound Application using Soft Switch Technology
*Appointment Reminders
*Confirmation/Cancellation/Rescheduling
*Daily Reporting
*Tight Integration with Spectrum Appointment Scheduler
*Allows Import of ‘Call Lists’ via Excel
*Custom Import Modules can be added

31. *
*Highly Configurable
*Redial attempts, time between attempts
*Caller ID options
*Choice of any installed SAPI 5.0 TTS Voices
*Configurable Billing Reports