Transcript Banking, Finance and Insurance

Aspire Vertical Markets
Banking, Finance and Insurance
Bank, Finance and Insurance Solutions
Networking
Financial institution branches are connected by a
data network. Make use of these facilities for
voice communications.
 Connect Branch telephone systems via network
to have them function as a single system
- Unified numbering plan - Easily place call to an
-
extension from any location
Feature transparency between branches
Call Park – calls can be retrieved from any branch on
the network
Networking
 Network up to 50 locations
 Network Aspire and Aspire S telephone systems
 Use IP network or ISDN link as transport to
connect sites
Networking Advantages
 Single centralized operator
- Share the services with all branches
 Single Centralized Voice Mail or Auto Attendant
- Share resources with all branches (requires NVM)
 Central collection and analysis of call traffic data
- Available with CallAnalyst Enterprise Server
 DID (Direct inward Dialing)
- Share incoming trunks with all extensions
- Calls directed to correct extension without an operator
- Calls entering network at any location are routed to
associated extension or department located at any
branch
Voice Mail
 Takes message from caller when party busy or
unavailable – avoid missed calls, improve productivity
 Interfaces with Caller ID to collect call back
information
 Configured as Auto Attendant, answers and
directs calls to correct extension locally or across
the network
 Auto Attendant plays company greeting and
promotional announcements
Advanced Voice Mail Features
 Personal Answer Machine Emulation
- Screen calls as you would with an Answer Machine
 Conversation Record
- Keep a record of important conversations
 Park and Page
- Answers call and announces it over page system
- Retrieve call from closest extension – no need to
return to your desk to respond
 Message notification (local or off premise)
- Visual indication on telephone
- VM calls to advise of message
SMDR
 Station Message Detail Recording (SMDR)
included in every system
 Provides written record of telephone traffic
- Record includes user, trunk used, number dialed, user
entered account codes for incoming or outgoing calls
 With optional Ultra CallAnalyst (for single site)
- Track telephone usage
- Summarize call records
- Analyze utilization of trunks and agents.
 Optional CallAnalyst Enterprise (for networks)
ACD (Automatic Call Distribution)
 Call Center solution built into telephone system
 With optional inDepth or inDepth +
- Tool for monitoring and analyzing Call Center Activities
-
in real time with live on screen displays
Detailed activity reports for traffic and agent analysis
Use call traffic statistics as motivational tool for Call
Center Agents
 With optional inView add-on
- Screen display of real time agent and group activities
- Use real time display as motivational tool for Call
Center Agents
Call Forward
 Call Forward
- Redirect call when unanswered or extension busy
- Redirect to Voice Mail or another extension
- Optionally redirect calls off premise
 to home office or cell phone
Rich Feature Content
 Conference Call
- Bring others into your conversation
- Reduce need to make many calls
- No need to gather participants together in one room
 Automatic Route Selection (ARS)
- Outgoing call handling based on dialed number
- Allow / block calls or routes based on extension COS
- Specify alternate routes in order of increasing cost
Rich Feature Content
 Account Codes
- Assign telephone usage cost to accounts
- Use Forced Account Codes to control cost of long
distance calls
 Music / Message on Hold
- Tell caller that their call is important
- Advise caller that their call is being processed
- Provide informational announcements
- Play music to entertain and sooth caller
- Reduce abandoned calls
Rich Feature Content
 Conversation Record – live telephone call record
- Use either Voice Mail, VSR connected to PC or PGDAD
with external recording device to record important
conversations or sales transactions
 Analog Device Connection (PGDAD)
- For connecting analog recording device
- For music or message source for MOH
 Analog extension ports
- For Fax machine or modem
 Telephone Headset Connection
- Useful for long conversations (useful for Call Center
Agents). Leaves hands free to work on computer
Rich Feature Content
 Off-Hook Distress Signal
- Sends alarm when telephone left off hook too long
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without dialing
Displays alarm message at designated extensions
Sounds audible alarm at extensions
E911 for medical or security emergencies
 E911 compatible (Enhanced 911)
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Sends number of extension originating the call – identifies
problem location
Requires ISDN or CAMA trunk to reach 911 Service Bureau
Compatible with 3rd party CAMA interface box
 911 Priority Handling- Always connects to 911 Service
Bureau overriding other calls if necessary
 No need to press a line key or dial trunk access code.
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User may just dial 911 or use standard procedures to access
trunk
Provides easy access in stressful situations
 Displays alarm message at operator telephone or
designated telephones