iMessaging News
For Immediate Release
iMessaging Systems, Inc. unveils the iNspire Call Center Suite™
Merrimack, NH April 11, 2005 – Today, iMessaging Systems, Inc. announced the re-naming of its iSeries based telephony solutions to the iNspire Call Center Suite™. The iNspire Call Center solution is designed to provide a more clear description and definition of its uniquely iSeries-controlled voice and telephony products. The iNspire moniker provides a more obvious portrayal of iMessaging's desire to not only focus on a single product offering, but on full-service solutions. These solutions are designed to provide both improved productivity and customer service for call centers that utilize the iSeries platform.
The iNspire Call Center Suite includes the iVoice and iAgent solutions. The iVoice solution, released in 2001, will continue to be marketed and supported as a stand-alone IVR product. Customers who want to take advantage of CTI, can now implement the iNspire Call Center solution including the new iAgent interface. With these implementations, iVoice is used as the call management server providing call control functions and Interactive Voice Response, while iAgent provides the agent (or CSR) integration modules. The new iAgent interface provides iSeries based ACD queuing, agent control and delivery of custom screen pops.
A unique advantage of iMessaging's products is the ability for any iSeries shop to maintain control of the environment and voice applications through our iSeries-centric. This design allows iSeries shops to program in native iSeries languages rather than having to learn new languages and techniques for telephony coding.
In addition to the products themselves, iMessaging is offering a full range of comprehensive services with the iNspire Call Center Suite. These include project management, call flow and scripting services, application programming, PBX integration and testing, and customized implementation and training. iMessaging recognizes that some company's need to outsource the initial programming work and may not have the internal resources needed to create a call flow process. When iMessaging is engaged to provide these services, all source code and training is provided as part of the deployment so clients have the ability to maintain control of the solutions independently. "Often times iMessaging can implement these solutions faster due to our vast industry experience and focused team specializing in call center design and programming. Basically, we get them of to a fast start to begin realizing the benefits of the solution. However, after we the deployment we turn control back to the customers IT staff so they understand and maintain the environment," notes Rich Ollari, iMessaging's Marketing Manager.
The new name does not change the core telephony functions provided by our individual solutions and services, but is meant to better reflect our solutions target market and future growth. That is, to provide integrated telephony self-service and call center management solutions exclusively for iSeries shops.
The iNspire Call Center Suite empowers your organization with the following capabilities:
- Identifies callers based on customer data such as CallerID, ANI, DNIS or information the caller has provided to the system through voice or touchtone interaction.
- Enables caller self-service through iNspire’s interactive voice response capabilities.
- Routes callers to live agents with intelligent call routing based on agent skills and agent availability.
- Handles queuing of calls with informative messages, when necessary.
- Delivers customer data via screen pops to agent workstations.
For more information on the iNspire Call Center Suite™, click here, or email to info@iMessagingSystems.com.