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For Immediate Release
iMessaging’s New iVoice-Agent Integrator™ Software
Telephony Tools for Call Routing and Screen Pops
Merrimack, NH and San Antonio, TX, May 03, 2004 - iMessaging Systems, Inc., a leading provider of "automated customer service" solutions for the iSeries 400 market, has announced the introduction of Agent Integrator™. This software-only module builds on the success of the company’s iVoice™ interactive voice response platform to provide computer telephony integration (CTI) for small-to-medium iSeries 400 businesses.
Derived from careful design considerations and creative development, Agent Integrator exploits the capabilities of iVoice to manage and control callers who need to speak directly with a live agent or customer service representative (CSR). Using Agent Integrator’s call management software and the "transfer" capabilities of iVoice, iMessaging Systems has developed methods and controls that allow Agent Integrator to supervise each call in the iVoice system and direct callers to an agent (CSR) who is available and has appropriate skills to ensure callers are serviced quickly and efficiently. The ultimate goal is to enhance the experience of customers calling a business by ensuring that every telephone communication with that business is efficient and expeditious.
"We have seen a need for a product like iVoice-Agent Integrator that addresses the needs of entry level to intermediate iSeries shops for some time now," states Rich Ollari, Marketing Manager. "Sure, there have been call center products on the market for years, but what iVoice-Agent Integrator brings is a solution that is affordable to centers ranging from 2 to 42 agents. Now, these customers have a call management solution that is not only cost-effective, but also provides the quality, function and reliability that they have come to expect from iVoice and iMessaging."
iVoice-Agent Integrator works through a cooperative "call-control" between the iVoice interactive voice response system and Agent Integrator's iSeries 400-based call management software. iVoice IVR answers incoming calls and can service a variety of caller information requests using several integrated technologies such as Touchtone input, CallerID collection, Text-to-Speech and Automatic Speech Recognition. If iVoice cannot answer the inquiry through automated means, the caller may request to be transferred to a live agent. This is where Agent Integrator steps in. With knowledge about the caller already collected, Agent Integrator identifies an available agent with the skills to assist the caller and executes a call transfer with a screen pop to the agent's workstation. Agent Integrator controls ensure that the agent is ready and waiting for the caller. The result is a dramatic improvement in customer satisfaction because callers receive personalized service, enter data to the system only once, and are serviced more quickly and by a knowledgeable staff member. Audrey Nixon, iMessaging Technical Services Manager, notes, "We believe Agent Integrator will allow call centers to realize a significant productivity boost with the added benefit of employing agents who have greatly improved job satisfaction."
iVoice is a prerequisite for Agent Integrator. Agent Integrator pricing starts at $15,000.00 for support of up to 10 agents. Please contact iMessaging Systems, Inc. for further details.
For more information on Agent Integrator, click here, or email to info@iMessagingSystems.com.