Transcript CITRT_ININ_MethodIQ

Next Generation Communications
Lisa Miller – Method IQ, Account Manager
Bruce Glick – Method IQ, Sales Engineer
Jeff Foster – Interactive Intelligence
©2006 Interactive Intelligence Inc.
©2005
IP Telephony
Web Chats
Event Reminders
Today’s
Communication
Unified Messaging
email
Order Entry
® (EIC)
Enterprise Interaction
Innovation.
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
Prayer Hotline
Conferencing
©2007 Interactive Intelligence Inc.
Bruce Glick
Why Voice over IP?
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
It’s not what you think!
•Technology is a means, not a solution
•Business enablement is sum of the
technology applications working together
•Deployment of VoIP should be part of an
overall Business strategy
•Voice over Internet Protocol is an
application
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
VoIP a different view
•Viewed as a Pervasive application
•Accepted as the standard for
communication applications
•Flexibility of integration
•Increases the ability to meet business
demands quickly and efficiently
•It’s not about the Network or the
software or the servers
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
It is about your business Needs
and Meeting them!
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Why A different view?
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Why Method IQ?
• We help you define your Business
Goals
• We provide the right Business solution
for your business objectives
• We build, implement and support your
business solutions
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Jeff Foster
Interactive Intelligence – South East Territory Manager
[email protected]
–Interactive Intelligence
–Enterprise Interaction Center (EIC IP PBX)
–Demo cool / productive stuff
Finish / Q & A, with help from Lisa and Bruce
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Who is Interactive Intelligence
• Founded 1994 (ININ)
• Headquarters: Indianapolis,
IN
– Regional HQ offices:
Irvine, California & Washington, D.C.
– Offices throughout EMEA, A/ Pac
Corporate Headquarters
in Indianapolis, Indiana
• 550+ employees
• Innovative, first-to-market
– 1st all-in-one platform for enterprise
& contact center telephony (1997)
– 1st SIP-based IP contact center suite
(2002)
– 1st all-software SIP IP PBX (2003)
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Solutions Provided Worldwide
• 2,800+ organizations in virtually every industry
• Enterprise installations in 70+ countries
• Products offered in all major European and Asian languages
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Traditional Phone Systems vs. Vonexus VoIP
IP Phone System
Traditional Phone Systems
Outlook Phone Client
CTI
Server
IP Phone
IVR
Fax
PBX
IP PBX
Voice
Mail
ACD
VM
CTI
UM
EIC
IVR
ACD
HMP
Enterprise Interaction Center
EIC
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Expensive, Proprietary Devices
Limited Integration to Microsoft Products
Multiple Points of Administration
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100% Microsoft Client Server Technology
Single Windows Voice and Data Network
Simple, Windows-based Administration
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Reducing Operational Costs with IP Communications
The Converged Network
Integrated Microsoft-based Server Solutions
PSTN
Windows Exchange
Server
Server
SQL
Server
EIC IP PBX
Server's)
Live
Conference
Broadband
• Redundant Architecture
• Single Administration
• SIP Compliant
• Open Standard
• Scalable
Integrated Windows-based IP Telephone
and Business Applications
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Improving Business Communications
The Converged Network
• Redundant Architecture
• Single Administration
PSTN
• SIP Protocol
• Open Standard
• Scalable
Broadband
Remote offices
SIP Proxy
Integrated IP Communications and
Business Applications
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Corporate or larger regional
office
Telephone service
PRI or T1’s
Remote or branch
offices
VoIP Gateway
Sip Proxy
Telephone service
PRI’s ot T1
VoIP Gateway
WAN
IP Network
IC
Remote mobile users
IC
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Live Demo
http://simtermhmp.inin.com/tsweb/Default.htm
866-777-1176
Type of users
1. Phone user
2. Business User
3. Contact Center user
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Integrated ACD
Multi-media Contact Center
Intelligent Call Routing
and Queuing
Phone Calls
Call Back Requests
Web Chats &
email queuing
• Automatically Routes and Queues
• Phone Calls
• Web Chats
• Callback Requests
EIC’s
ACD
• Provides Options for Waiting Callers
• Play Estimated Wait Time
• Play Promo Message or Music
• Offer Option to Call Back
• Real Time Views of Call Activity
• End to End Management Reporting
Support
Enterprise Service
Sales and
Marketing
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Manage your Departmental Call Center
with EIC’s Interaction Supervisor™
• Real-time Monitor
• Graphical View of Workgroup
Performance
• Monitor Service Levels
and Abandon Rates
• Set Alerts - Automatically
Notify Supervisors
• Coach Reps with Listen and
Record Capabilities
• Monitor all Activity - Locally
or Remote
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Integrated Screen Pop
Improves Enterprise Service and Productivity
• Windows-based
• MS/CRM
Applications
• Great Plains
EIC IP PBX
PSTN
Screen Pop
Enterprise Records
MS CRM
Enterprise or
Prospect call
Enterprise
Data
Lookup
LAN
Business Applications
Enterprise Record is Auto
Populated on Employee’s PC
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Configure and Manage Call Routing Options
with Interaction Attendant®
• Automated Attendant
• Set Audiotext Options
– Location, directions,
promotions, etc.
• Schedule Management
– Time of Day, Unplanned
Schedules,
Night Mode, etc.
• Optional fax on-demand
• Offer Caller Options
– Leave Message
– Go to another Menu
• Integrated IVR
• Integrated screen-pop
– MSCRM, Great Plains
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Productivity for Remote & Mobile Users
Coming soon!
Interaction Client Mobile Edition
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Presence management
Search company directory
Access Outlook Private Contacts
Put a call on hold/ Resume call
Transfer to contacts on the device or
external number
• Conference, Mute, Record, Send to
Voicemail
• Dialpad – Play DTMF digits during
existing connected call
• Send SMS and Email to company
directory members via mobile
provider’s network
to
Business Client/soft phone on your
Cell
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Productivity for…the IT Chief
Enabling IT
• Multiple site integration
– Single system with consistent communication
tools
• Central point of administration
– Simplified maintenance & management
• Less dependence on third party support
– Moves / Adds / Changes
• Business continuity
– Single system to replicate for redundancy &
fail-over
• Intuitive data base API
– Simple to integrate to existing productive apps
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Complete Intel/Microsoft-based IP PBX Solution
• Intel Telephony Server
• Windows Server 2003, Intel HMP, IP PBX
• IP Communications Applications
• Auto Attendant, UM, ACD, IVR, Call Recording
• Windows .NET Soft Phone (w/ Presence Management)
• Polycom SIP Standard IP Telephones
EIC Soft Phone for Desktop Computers
EIC Soft Phone for Centrino Notebooks
Wi-Fi SIP Phone
IP Desktop Telephones and Conference Phone
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.
Q&A
Method IQ & Interactive Intelligence
thank you for having us.
Lisa Miller- 615 332-2047
Bruce Glick- 404 242- 3687
® (EIC)
Innovation.Interaction
Enterprise
Experience.
Center
Value.
Innovation in IP-based Enterprise Contact Automation
©2007 Interactive Intelligence Inc.