Unified Communicator®

Unified Communicator is powerful call routing software that combines managed call handling, Web conferencing and videoconferencing in a single call routing application—enabling users to manage their communications with ease, improve teamwork, better manage dispersed workgroups and improve business processes.

A versatile call routing solution for maximizing the effectiveness of your business communications, Unified Communicator is a dynamic Presence Management tool that lets users communicate their current location and status to both internal and external callers, as well as view the availability of other users on the system. Users can effectively manage their status and forwarding information for multiple communications devices, including office phones, IP phones, SIP devices, cellular phones and wireless devices, as well as personal computers and handhelds.

With Unified Communicator, users can easily set up call handling rules to better manage call routing and reduce distractions or ensure important calls are never missed. Call control buttons enable you to handle multiple calls efficiently and perform a variety of functions such as answer, transfer, hold, record, mute, group listen and hang up. The address book feature consolidates all of your contacts in one place. From the address book, you can view the real-time availability of colleagues, initiate calls and create speed-dial buttons for better collaboration with core team members. Users can also view a log of inbound and outbound calls.

Inter-Tel Audio and Web Conferencing

Inter-Tel Audio and Web Conferencing is an easy-to-use, cost-effective collaboration application used to conduct a real-time, online meeting by providing users with reliable, flexible methods to transfer and exchange information, regardless of their location. Featuring exceptional voice and video quality and an intuitive, browser-based interface, Inter-Tel Audio and Web Conferencing enables anyone with a computer, an Internet connection and a Web browser to initiate and/or participate in a web meeting. With the capacity to host up to 192 participants per session, Inter-Tel Audio and Web Conferencing addresses the dynamic communications needs of an organization by offering an IP-based collaboration solution that can help streamline business processes, improve customer care, enhance employee productivity and reduce expenses.

Inter-Tel Audio Conferencing users can create and manage hassle-free e-conferences, e-meetings and e-training sessions with just a few clicks of the mouse. Inter-Tel Audio Conferencing provides features such as flexible conference scheduling, record and playback capabilities, Microsoft Outlook® integration, port management, ad hoc conference calling and conference reporting, allowing users to effectively direct and organize conferences with co-workers, customers and clients.

With the additional functionality of Inter-Tel Web Conferencing, users can extend the reach and impact of ideas to virtually anybody, anywhere in the world. Inter-Tel Web Conferencing features include desktop and application sharing, multi-point videoconferencing, polling and quizzing, keyboard chat, file transfer and document management.

Improving Business Processes

Inter-Tel Audio and Web Conferencing helps businesses reduce costs, improve workgroup collaboration and increase productivity by enabling you to:

• Reach your customers faster by delivering cost-effective online presentations, Webinars, or training sessions that require little coordination;
• Instantly and effectively communicate with co-workers, customers and clients;
• Automatically send e-mail invitations to participants, providing access codes, dial-in number and links to Web-based presentations;
• Bring people together from geographically dispersed locations; and
• Respond quickly to critical situations.

Contact Center Suite

Contact Center Suite 4.0 is a collection of modular computer telephony (CT) software applications and powerful infrastructure which enables your customers and prospects to optimize their organizations' performance, resources and customer service. The Inter-Tel Infrastructure provides the foundation for the Contact Center Suite solutions. Management Tools provide the enterprise with real-time call reporting and historical reports to help measure the quality of customer service the organization provides. Workgroup Agent Tools equip employees with the tools they need to deliver exceptional, consistent, customer service. Agents can quickly manage and route calls from their PCs, and customer information can be screen popped to their desktops, helping them to provide personalized service. Whether the contact center or functional department is informal or formal, at single or multiple locations, these solutions empower managers, supervisors and employees with the tools they need to increase productivity, reduce expenses and provide outstanding customer service. Inter-Tel's Business Management Solutions provide your contact center with a basic foundation to effectively manage your business and help build customer loyalty by providing faster, more responsive customer contact and problem resolution.

Improving Business Processes

• Allows supervisors to make informed business decisions based on real-time statistics and historical reports
• Enables users to create routing rules to ensure calls are handled by the appropriate resource or department
• Allows supervisors to control employee availability in the queue
• Provides employee performance analysis and forecasting
• Improves employee training and quality assurance
• Screen pops vital customer information to desktops, enabling personalized customer care

Enterprise® Messaging

Inter-Tel Enterprise® Messaging software is a scalable, advanced speech-enabled messaging and call routing tool that combines voice and data communications for a unified user experience. Designed for small to mid-market businesses with over 200 subscribers, integrated unified messaging functionality provides a cohesive presentation for voice, fax and e-mail communications in Microsoft® Outlook®. Users can access all of their messages at the office, at home or on the go. Optional speech recognition capabilities enable users to speak commands to easily navigate through voice mail and corporate directories. Text-To-Speech support enriches message access when you are away from the office as well. Enterprise Messaging conveniently reads your e-mails to you when you’re unable to access your laptop or PC.

Reach more customers and offer convenient services 24/7 with Enterprise Messaging fax library support, which enables your business to maintain a database of common documents or forms that your business often provides to its customers or clients. When a customer or client calls your business after hours they can request a particular document be faxed to the destination of their choice.

Additionally, Enterprise Messaging offers Record-A-Call capabilities—enabling your employees to refer back to conversations at a later date, or forward conversations to another employee. Group distribution lists empower you with flexible communication tools to communicate to groups of one or many. The automated attendant functionality supports custom call routing—empowering your business with a flexible tool to route callers automatically to a person, department, or recorded information 24/7.

Improving Business Processes

• Conveniently access the directory or voice mail using speech recognition—improving the caller experience
• Listen to e-mails while away from the office through the Text-To-Speech option
• View all of your e-mails, voice mails and faxes in one universal mailbox
• Enable callers to have documents automatically faxed to them on demand—freeing up your resources
• Customize an automated attendant to route your customers or clients to the correct department or person
• Improve administrative and performance information with enhanced reporting categories
• Provides scalable architecture for future growth

Net Phone

Combine the capabilities of your computer and telephone into one powerful communication tool. Net Phone makes your agents’ desktop telephones simultaneously more powerful and easier to use efficiently. Net Phone's versatility makes it the second most important tool for any call center, next to a telephone.

Net Phone’s powerful presence capabilities let users see who’s available, quickly relay and transmit important information and best serve your customer through an easy, intuitive interface.

This dockable, multifunction call control interface gives users the ability to dial, answer or transfer calls from the PC, without ever picking up the phone.

Using preset control buttons, users can dial numbers or extensions, launch applications, view automatically generated screen pops of caller information and more, all through a single, intuitive interface.

With Net Phone, screen pops pass customer information collected from the OAISYS IVR or from your customer database to agents handling the call, eliminating the need to ask for or enter customer information twice. Agents can initiate calls directly from the customer database software. Instant text messaging provides easy coaching and help during a call.

Improve your bottom line, improve your callers’ experience and your call handlers’ efficiency with Net Phone.

Tracer

Tracer gives businesses end-to-end documentation of their conversations as it automatically records, stores and organizes telephone conversations in a central, secure server.

Using a variety of audio connections, telephone system integration and recording triggers, you can target those conversations that have lasting impact on your business. Taking advantage of its Call Monitor option, you can selectively listen to calls as they happen. Just choose from a view of active telephone calls by outside party, internal telephone extension or both.

These features permeate the entire organization through unlimited user accounts for search, playback and sharing functions. Authorized users can view all recordings or a restricted selection based on factors such as telephone extension numbers and inbound numbers dialed by your callers. Tracer gives every authorized user secure access to encrypted recordings anywhere, anytime they are needed, through an easy-to-use web browser interface.

Leveraging the other modules of the popular OAISYS business communications suite, Tracer becomes exponentially more valuable. Call centers using OAISYS ACD solutions can search for recordings by agent and group. With OAISYS Net Phone, users can manually initiate recordings and associate notes with the call recording for easy retrieval. OAISYS Net Phone delivers links from Tracer to third-party business software for external organization and access to valuable recordings.

Tracer offers the most complete business call recording solution available for small- and medium-sized businesses. Select from one of the links below to obtain more information or begin working with a reseller now to configure the right solution to address your business recording needs.