A call center consists of a group of individuals servicing customers over the phone. Call center agents may primarily receive calls (inbound) as in an order entry or service department, or the agents may be responsible for making calls (outbound), as with a telemarketing or customer survey group. Even small call centers can significantly benefit from Inter-Tel’s advanced management and productivity tools. The information below describes basic call center tools and Inter-Tel’s solution.

Automatic Data Delivery
Automatic Data Delivery or Screen Pop displays the caller's phone number or account number on a user’s or agent's computer screen¾ the information is automatically retrieved from a database before the call is answered. Automatic data delivery allows agents to process calls more efficiently and to deliver superior customer service. AXXESSORY Client "screen pops" all the information needed to service calls. It supports several popular Windows-based information and database management programs out of the box. AXXESSORY Client also supports Active X, OLE Automation, and Dynamic Data Exchange (DDE) for effortless integration. Using any Active X Scripting Engine such as Visual Basic Scripting Edition, macros may be written for specific business needs.

Inbound Call Routing
Call centers require sophisticated call routing capabilities to connect customers to the appropriate agent or department. Using the built-in call routing capabilities of Inter-Tel's AXXESS platform, callers can be automatically routed based on their telephone number or the telephone number they dialed. Alternatively, an automated attendant can offer callers a menu of options and ask them to press a single digit to select the department they need.

Automatic Call Distribution (ACD)
Proper utilization of call center agents is critical to an efficient inbound call center. The ACD capabilities of the AXXESS system equalizes call time or call count among call center agents through a variety of distribution methods. You can choose the method that works best for your organization.

Management Information Reporting
Managers need information to make sound business decisions. AXXESSORY Call Center offers three reporting applications designed to fit your business needs.

AXXESSORY Reporter Basic is a comprehensive reporting tool used to produce historical reports on call and user activity. This information is actually stored within a database onAXXESSORY Server. You can generate reports based on today's current calls or on last week's historical data. The reports can be run using a wide variety of criteria including Caller ID, DID number, extension, user group, date, time, and cost over 20 standard business reports are included.

AXXESSORY Reporter Plus is a sophisticated business management tool. It was designed to give you the power to better manage your telephony traffic by generating comprehensive reports for statistical analysis. With AXXESSORY Reporter Plus, you can produce simple or complex reports on traffic levels, peaks, frequencies, and call duration.

AXXESSORY Reporter ACD expands the reporting capabilities of the Basic and Plus modules by adding ACD user-based reports. All user or agent activity can be monitored, helping you manage your team. These statistics also help you effectively schedule you can project peak or slow call times and staff accordingly.

Call Handling
Customer service is enhanced by decreasing call-processing time. Call center agents spend a large percentage of their time answering or transferring calls, and looking up customer information. Agents would be able to process calls more efficiently if they could perform these functions by pressing one key on their PC. CTI applications can be used to program function keys to perform these tasks, allowing agents to focus on servicing customers rather than managing office technology. With AXXESSORY Client you can quickly and easily manage your calls answer, hold, transfer or conference can be done using your mouse or keyboard. Custom macros and buttons can be configured for your unique requirements. Standard button and macros also can be created and shared across the network.

Call Accounting
In today's fast paced business environment, many business-related activities are conducted over the telephone. With a call accounting package, you gain valuable insight into your company's call activities and can better manage your communications resources. Inter-Tel's Inside Track call accounting package can help you manage expenses, increase profitability and track your advertising effectiveness.

Toll Fraud
Abuse and unauthorized use of company telephone lines cost businesses billions of dollars. Inter-Tel's Inside Track call accounting package can help you detect potential hackers or employee abuse before it drains thousands of dollars out of your business.

Integrated Voice Processing
Inter-Tel's integrated voice processing system provides Automated Attendant, Call Routing Announcements, Voice Mail and Fax-on-Demand. The Automated Attendant answers incoming calls, guides callers to the proper destination, transfers calls, takes voice messages and puts calls through to the operator. Call Routing Announcements can be used to play a custom recording, callers can quickly get the information they need without waiting to speak to an agent. Voice Mail enables customers to leave detailed messages when employees aren't available. Fax-on-Demand is a fax library of frequently requested documents. Using a touch-tone phone, outside callers can select the document they need from the library, enter their fax number, then the system automatically faxes the document to them.

Unified Messaging
Inter-Tel's Unified Messaging solution will integrate your electronic communications e-mail, fax and voice mail into one user-friendly interface. You'll be able to view all your messages on one PC screen and prioritize how and when you'd like to process them. Rather than switching between your phone, fax machine and computer several times a day, all your messages will be accessible from one source. You can hear your voice mail messages over your multimedia computer and read your faxes and e-mails on your PC screen.