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1-866-IMS-LIVEiNspire– Benefits
Most companies that run core business applications on the IBM i (including the AS/400, iSeries and System i) operate their telephone systems on separate platforms. Many assume they must also run related telephony services – including ACD queuing, intelligent call routing with screen pops, caller self-service, automated dialing, reporting and more – on these independent telephony platforms. This creates a lack of integration between telephony services and business applications, resulting in inherent system inefficiencies that increase operating costs. Real-time data and related applications are not readily accessible to callers and/or service agents, which can increase costs due to lost business and customer dissatisfaction. Other unnecessary costs include requirements for special skills to maintain the telephony integrations, replication of data and additional staff needed to compensate for less efficient call processing.
iNspire is different – iNspire allows organizations to manage telephony services entirely on the highly reliable IBM i, so that i-based applications and data can be easily integrated with telephone functions whether you are running an older traditional phone system or VoIP. In fact, iNspire is a software solution that operates natively on “i for business” providing “voice integration” APIs that offer the following benefits:
Handle higher call volume with existing staff and solutions
iNspire’s telephony integrations not only expedite caller service, but they also offload your team from routine calls and use employees’ skills more efficiently to service callers who require their expertise. When an employee/agent is needed, iNspire’s ACD queue and intelligent call routing capabilities gather basic information, prioritize calls and get callers to the right representative the first time around – with all the relevant information they need. This system speeds call resolution while reserving your most knowledgeable specialists for high-priority work. iNspire also expedites proactive outbound campaigns with click-to-call and custom screen pops that give your agents at-a-glance access to the information they need. Because iNspire integrations adapt to the look and feel of your existing applications, employees quickly embrace them as natural extensions to their daily workflow. All of this adds up to better service with shorter call durations – and a big boost to your staff’s productivity.
Use existing IT skills to build and maintain telephony services
iNspire’s unique API structure lets IBM i developers create telephony services in the i-based programming languages they know best. By automatically managing complex integration points with your phone system, iNspire frees developers to focus on innovative ways to streamline business processes using telephony. iNspire lets your developers extend or modify telephony services as the need arises, without relying on services from your phone system vendor. Its modular architecture gives you the flexibility to start with simple integrations and expand as requirements grow.
Reduce IT infrastructure costs
iNspire also decreases IT operating costs by merging your telephony services with your core business applications on the IBM i. iNspire integrations run natively on the i, leveraging the platform’s inherent security and reliability and giving you single-server efficiencies when it comes to system administration and maintenance, backup of data, high availability and disaster recovery. Because iNspire solutions are software-only, it’s easier to change configurations, add lines and modify integrations without relying on your telephone vendor. Trouble-shooting is faster with iNspire’s debugging features. And you no longer need to worry about replicating databases, synchronizing business processes across platforms, or maintaining specialized skills to support cross-platform telephony services.
Real-time access to application data
Your company gains significant efficiencies when callers and employees have real-time access to application data via phone. Data entered by a remote employee or another caller can proceed immediately through the appropriate business process. Meanwhile, callers can check the status of orders or accounts as often as they like. Local or remote agents get screen pops with real-time data to answer incoming calls or to accurately execute outbound calling campaigns. Even automated outbound calling campaigns use up-to-the-minute data to keep customers or prospects informed. Real-time reports that combine application and call data help management identify potential problems or opportunities as they occur so they can take immediate action.
Protect your technology investments
With today’s tight budgets, it makes sense to maximize the use of your existing hardware and software applications. iNspire leverages your IBM i investment like no other telephony integration solution. In addition to running natively on the IBM i, it buffers your telephony services from changes in your phone system, so you can move to a new phone system vendor – or evolve from PBX to VoIP – without impacting your business processes or applications.