TeleVantage & ResQ Enterprise™ - An Integrated Solution

Tailored to meet your business needs today. Adaptable architecture for tomorrow.

TeleVantage is an open systems IP-PBX that delivers unprecedented communications capabilities to medium-size businesses, branch offices and call centers. The flexible software feature set makes it easy to customize and administer, allowing businesses to improve customer service and enhance productivity. Built on industry standards and supported by world-class Intel® technologies, TeleVantage eliminates the need for proprietary hardware, enabling it to grow and evolve as business needs change while maintaining a low cost of ownership.

TeleVantage 6.0: Feature for feature, no other phone system provides more value for the money

TeleVantage is a feature-rich software-based phone system (PBX) that delivers greater flexibility, value and lower cost of ownership to a variety of customers, from a small business or branch offices to call center environments and large enterprise organizations. TeleVantage operates on Microsoft Windows 2000/XP/2003 servers, industry-standard Intel voice-processing hardware, and any H.323, ADSI, IP or CLASS feature phone. Scaling easily up to 288 trunks by 720 extensions, TeleVantage provides intelligent call management, ACD, graphical interface, IP telephony, Web browser capability, and messaging. An intelligent, Windows-based interface provides complete call and message control from your PC desktop. Conference calls, forward, transfer or screen your calls with the click of a button.

TeleVantage Call Center: Powerful, Feature-Rich and Priced Right

TeleVantage Call Center enables businesses to implement powerful, affordable call centers to drive revenues and deliver superior customer service. TeleVantage Center offers a sophisticated feature set, including IP telephony to enable Web-based call centers and support agents working remotely; Voice-over-IP toll bypass to reduce costs; intelligent call management, queuing, and agent training features; and comprehensive trend analysis reporting and real-time statistic monitoring.

TeleVantage Call Center

Flexible, powerful call center software designed to build revenue and enhance customer service.

Whether your agents are taking orders or helping customers, your call center's performance is critical to your reputation and is often the most important factor in achieving your growth and profitability goals. The TeleVantage Call Center gives management the software technology tools they need to make agents more productive and callers more satisfied.
Connect callers quickly to the right agent
Sophisticated and flexible routing helps callers reach the queue and quickly connect to the right agent for the job. You can make a queue accessible by an extension, DID, auto attendant, or dial-by-name directory. Even send callers to a queue in another branch office or city using the built-in IP Gateway support.

Once calls reach the queue, you have full control over how they're distributed to agents. Send calls to the agent who has handled the fewest calls, the agent who has been idle the longest, the agent with the shortest talk time, or your best agents first. Other options include ringing all agents' phones simultaneously and round robin. Give important callers higher priority so that they move closer to the head of the queue and reach an agent sooner.

Enhance the on-hold experience
Successful call center management know that customers start to form opinions about the quality of the company before they even speak to an agent. With the TeleVantage Call Center, you can delight your customers by playing personalized prompts to identified VIPs or those who enter a customer number. Flexible prompts can change over time as callers wait, relating how many calls are ahead of them in the queue, what the estimated wait time is, or any other custom message you record.

Coach and Monitor Agents for Best Results
TeleVantage Call Center has the flexibility to let you give each agent the guidance he or she needs. Supervisors can observe multiple stations and optimize agents' time and availability in real time, and silently monitor calls for training and quality assurance purposes. Any manager may also act as a "silent partner" to coach a new agent by staying on the phone with the agent but remaining inaudible to the caller. When required, the manager can join the call and assist the agent by talking to the customer directly. When you are not available for real-time monitoring, you can easily record calls for particular agents or queues for later analysis. Group agents by skill set and establish overflow agents to assist with particularly busy periods for a specific queue. Employee satisfaction and retention go up when entry-level workers don't get in over their heads and expert agents are challenged, not bored. Assign calls by degree of difficulty, so that only experienced agents get complicated calls. Wrap-up time between calls and agent permissions can be set for each queue or by agent to accommodate each agent's level of expertise.

Spot Trends in Queue and Agent Performance
Successfully managing a call center involves continual data analysis to determine caller and agent trends and make adjustments. The TeleVantage Call Center Reporter leverages Microsoft Excel to give managers over a dozen intuitive report-generating tools without the hassle of having to import or export information, manipulate or roll up data, or manually create charts. Point and click to run reports on individual agents, queues, inbound calls, outbound calls, wait times, talk times, call volumes, and many other facets of your call center performance.

Single-point access to create and manage queues
The TeleVantage Administrator provides a single unified interface to manage all aspects of call center queues. Point and click to add and delete agents, set up and change supervisor permissions, record hold prompts, change queue routing, manage the queue's voice mail, take the queue offline, and more. You can manage agents efficiently by changing permissions for groups of agents at once, or set permissions and settings such as wrap-up time for individual agents as needed.

Integrate with Other Software
TeleVantage Call Center makes integration of the call center data with other corporate technology systems easy and inexpensive. TeleVantage Call Center works with CRM applications to enable point-and-click dialing and screen-pops that work with contact databases. With the TeleVantage Call Center, agents receive queue calls and easily see past transactions conversations so they are better prepared for calls and can handle them appropriately.

See why TeleVantage Call Center is used as the solution in call centers all over.

TeleVantage ViewPort

TeleVantage ViewPoint gives you access to all of TeleVantage's features in an easy-to-user Windows interface. With ViewPoint you can point and click to play voice messages, place and receive calls, manage multiple active calls, access contacts and users, and so on. You can install and run ViewPoint on Windows 98, NT, ME, XP, 2000, and 2003 computers that are networked to the TeleVantage Server. Most of the functionality that is available in ViewPoint can also be accessed by TeleVantage ViewPoint Web Access, a web based user interface.
No need to learn cryptic commands
With traditional phone systems, over 80% of the productivity enhancing features are never used due to the complexity of arcane key commands. With TeleVantage, an intuitive Windows interface puts all basic and advanced features at your fingertips, reducing the learning curve and increasing productivity. Whether you're an operator handling all of a department's calls or a manager with an important one, you can easily drag and drop to transfer or conference, and point and click to call contacts or listen to voice mail. When calling or transferring, users can pick from a list of extensions and see in advance who is already on a call, saving time while letting you avoid interruptions.

Even without a PC, phone users hear simple, verbal menus to guide them through all call handling actions (transfer, conference, park, call forwarding), voice mail options, and account setup.

Save time by screening calls
See the names of incoming callers before you answer, so you can choose whether to take the call or not. TeleVantage can announce the name of the person who is calling over the PC speakers or phone while the caller still hears ringing, so with a single key you can accept the call or send it to voice mail. Even screen voice messages as they're being left and interrupt to take the call if you choose. Easily provide private extensions to important contacts so that TeleVantage recognizes their calls from whatever number they are dialing from - even when caller ID is not available.

Let your teams work smarter
TeleVantage increases communication between workers even when they're not on the phone. Personal statuses such as "Available," "In a Meeting," and "On Vacation" inform your team of your location and availability, while the Extensions View shows who's currently in the office or on a call. Easily share your voice mail, contacts, and call monitor with co-workers as needed. Define custom workgroups of users and contacts to effectively manage team-based call handling, voice mail broadcasts, and group call pickup. Create workgroups to match your department structure, so assistants and other users can easily see who in the department is available to take a call. TeleVantage will dramatically improve your company's teamwork and internal communications.

Voice-over-IP

Support Based on the common H.323 standard, the TeleVantage built-in IP gateway allows users to route calls over the Internet or a corporate Intranet. This saves you money by avoiding long distance tolls and makes dialing branch offices as easy as calling an extension down the hall. Read "The Open Systems Approach to Voice Over IP"

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