Progress and Future Directions

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*R2-12 – October

*R2-12 SP1 – January

*R1-13 – March

*R1-13 SP1 – in field testing

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*Secure Delivery Server and App

*New Operator Report Formats

*Break-Time

*Averages per Hour

*Auto-Create feature for Information Tables

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*Agent Enhancements

* Enhanced Message Display Format

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*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

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*SIP Softphone in Agent

*Pop-up Dialer for Manual Dialing

*20 smaller enhancements and changes

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*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

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*Design Goals

*Better utilize your highest expense item

*Improve quality of service and reduce errors

*Keep Clients

*Gain new revenue streams

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*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

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*Skill Level and Client Class Assignments ...

*Control Initial Distribution of Call

*Control Overflow to Other Operators

*Allow Overflow based on Task-Interruption Impact

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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

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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.

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*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

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*Changes Initial Priority during Emergency Mode

*Allows ability to charge more for Higher Priority

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*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

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*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

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*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

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*HL7

*Real-Time Hospital Interface

*IS Web Scripting

*Advanced Scripting Capability

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*TechHelper

*Web access to Manuals

*Web access to Knowledge Base

*Software Source Control

*Offsite Backup of Production Software

Progress Report

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*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

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*Prism II *Next Generation Prism

*ClientTell *Outbound Application System

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*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

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*Highly Configurable

*Redial attempts, time between attempts

*Caller ID options

*Choice of any installed SAPI 5.0 TTS Voices

*Configurable Billing Reports