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iLink– Fall, 2007
Your
Source for Call Center and IVR Solutions for
the iSeries
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If
you are interested in obtaining more
details about any of the products or
information contained in iLink,
please contact
us. We are interested in your comments
and suggestions and would like to incorporate
them in future issues of iLink. |
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| How the Open All-in-One Telephony Platform allows companies to seamlessly integrate business applications, data and telephone systems to improve company operations and service. |
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Our new white paper discusses how the Open All-in-One (OAO) Telephony Platform, made possible by IBM System i, allows companies to seamlessly integrate business applications, data and telephone systems to improve company operations and service. As a single server platform, System i can run a variety of business applications including ERP, CRM, Email, Collaboration, Telephony, IVR, Call Center and more. Instead of managing a vast server farm with various servers to handle specific services, one powerful platform manages them all. Plus, with the OAO configuration, telephony functions are easily accessible from within any System i based application (i.e. click-to-call, telephone self-service, call routing with custom screen pops, automated and agent assisted dialing services, ACD queuing with music on hold and customer status messages).
Download it today!
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Account Management Update:
Keep Your "i" Open! |
As one looks back at the growth of System i since its introduction in 1988 as the AS/400, it is a truly amazing journey. From its original origins as a mid-range platform, System i has grown exponentially and can now scale to service thousands of users. Once considered by many as the definition of a “closed platform”, System i now supports multiple operating systems as well as mySQL and even PHP. Recently, SugarCRM, an open-source CRM vendor has announced that it supports System i and in the world of telephony, both Asterisk and sipXecs, open-source VoIP telephony environments, are System i ready.
What’s next? Well, we see System i becoming the Open All-in-One (OAO) server. As the first OAO platform, System i will deliver the power and capacity to simultaneously drive a variety of functions. It must also support all of the open standards as well or better than competitive platforms. As well, “i” will need to deliver true integration among all applications and services that run on the platform. This level of flexibility and integration is increasingly available today on System i and it is concept that is unrivaled in the industry. The OAO System i obsoletes the need for IT shops to install multiple servers for multiple functions and then worry about integrating each server task with the next.
As our customer and readers know, iMessaging has committed to System i and the OAO concept. Our iNspire Telephony Integration software and tools are recommended by IBM as the methodology for integration of telephony (telephone system like System I IP Telephony) with System i applications and data. We believe in “i” and see a bright future and a very powerful OAO platform!
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iLink Definition |
VoWLAN (Voice over Wireless LAN) is the use of a wireless broadband network for the purpose of vocal conversation. In other words, it's just like VOIP but over a Wi-Fi network.
VoWLAN can be conducted over any internet accessible device, including a laptop, PDA or the new VoWLAN units which look and function like cellphones. VoWLAN's chief advantages to consumers are cheaper local and international calls, free calls to other VoWLAN units and a simplified integrated billing of both phone and Internet service providers.
- Source: Wikipedia
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iVoice™: Can you teach an old dog new tricks? |
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 For most of you out there who have iVoice the system has been running fine and doing a good job at what it does, oftentimes for years. It’s one of the benefits of iVoice – its solid, stable and just keeps on running, but it this same benefit can sometimes be a negative as “out of sight” can be “out of mind”. So, we pose the question - Are you using iVoice to its fullest potential? The part to remember here is you do the programming, yet iVoice can do quite a bit and more. You know what the iVoice does, but ask yourself what are the possibilities? In the process it can help make things run more efficient for your company.
Does your iVoice process common calls and transfer others?
Well maybe it is time to review the calls it is taking and adjust or expand the call flow.
Does your iVoice process account information?
Why not integrate bill pay or call transfers and screen pops to your account receivable team.
Have you added a call center?
Maybe you should expand to the iNspire suite and add ‘agents’ to process calls, handle call queuing, and provide reports.
How are your customers doing?
The iVoice can perform automated surveys to follow-up on company performance after a purchase or service is performed.
Do we need a reminder?
Have the iVoice dial out and remind your customers of a delivery, payment, or weekly order.
Do you know the status of a delivery being made?
Have drivers use the iVoice to check and to track the status of where they are throughout the day. This way anyone can see where they have been and where they are going.
Does your sales force make a lot of calls?
Why not have your sales force use the iVoice to make calls. Besides having calls automated, they can automatically be tracked on the account in your database.
The above are just a few examples of the endless possibilities of iVoice and the iNspire suite. Now you just have to ask yourself one more question… How can I teach my iVoice a new trick?
And don’t forget we are here to help you as well. If you have an idea and would like to discuss the possibilities please feel free to call on us. We seen a fair number of different applications each day and would be happy to share our experience with you. |
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iMessaging Blog/Podcast Site
We are pleased to offer a blog/podcast site to keep you informed on the latest news from us, as well as industry updates. Currently, we have two podcasts and one blog entry available.
Blog Entry:
The telephony functions used to improve customer service are discussed. Examples include: finance, insurance, healthcare, transportation, government, utilities, manufacturing and distribution.
Podcast - iMessaging adds SIP to iNspire Call Center Suite for System i
iMessaging released a SIP-enabled version of their iNspire Call Center Suite. Enhanced to support SIP in conjunction with IBM's System i Integrated Collaboration Solution, iNspire can now provide telephony functions in a more efficient manner by bypassing traditional telephone interfaces.
Podcast - iMessaging Introduces All New Partner Programs
All-new partner programs have been announced, including a Telephony Integration Program ("TIP") for System i Application Providers and Enhanced Reseller and Referral Programs for IBM Business Partners.
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 VAI Integrates iMessaging Systems’ Telephony Features
with S2K Software Suite to Streamline Operations
and Improve Customer Service |
IBM System i-Based Shops Partner to Offer
Advanced Mid-Market Software Solutions
VAI (Vormittag Associates, Inc.) (www.vai.net), an IBM Premier Business Partner and a leader in enterprise solutions for the distribution, manufacturing, retail and service industries, today announced a strategic partnership with Merrimack, New Hampshire-based iMessaging Systems.
VAI has joined iMessaging’s Telephony Integration Program (TIP) for System i independent software vendors (ISVs). iMessaging’s TIP provides ISVs like VAI with a comprehensive set of application tools for telephony integration, including training and consulting services designed to speed the development cycle. VAI can now provide the S2K product line integrated with any private branch exchange (PBX). By offering iMessaging’s iNspire product to its customers, as an optional component of its S2K software line, VAI customers will have access to advanced telephony features with faster implementation of their System i solutions.
Click here to read the full press release...
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