atmosphere coffee break: cloud routing
TRANSCRIPT
Proprietary and confidential. © 2015 IntelePeer. All rights reserved.
Atmosphere Coffee Break: Cloud Routing
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Presenter
Joseph BellDirector of Client Services
954.671.6550 Direct866.776.7634 [email protected]
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Advantone at a Glance
WHO WE ARE
• Industry leading Communications as a Service (CaaS) provider - 1986s
• Atmosphere® Cloud Platform Delivers Cloud IVR, Cloud Routing, VACD, VPD
• High-Profile Users with 4000+ seats
KEY DIFFERENTIATORS
• Personalized Approach
• Fast Implementations
• Comprehensive Reporting
• Sellable Price Points
• Flexible
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Atmosphere Cloud Contact Center Solution
ACD
ROUTING
IVR
VPD
SCRIPTING
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ATMOSPHERE CLOUD ROUTING
Take Control of Your Calls.
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Route calls based on business needsMake immediate changes to routing strategies for disaster recoveryRetain control over toll-free numbersVirtually manage contact centers from a single locationConfigurable Routing (round robin, sequential, % based, time-based)Live call monitoring and recordingSelf-serve Reporting (destination reporting, abandoned calls, etc.)
Cloud Routing – Key Features
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Atmosphere Cloud Routing: Call Flow
Destinations are reacheddepending on Strategies:
- Round Robin- Percent
Allocation- Sequential- Schedules
Customers dial an
Advantone provided TFN
:::routing
Remote Representatives
Contact Center A - In-house
Contact Center C - Outsourced
Contact Center B - In-house
Callers are connected to the available Contact centers and Agents
21 Advantone routing on
IntelePeer network
Company ‘Y’
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Cloud Routing – Customer Profile
Target Customers:– High volume direct response and marketing call centers that need
to route calls– Call Centers and Enterprises who want to grow into VACD and IVR
but are just getting started– Call Centers and Enterprises who need basic call routing with
monitoring and reportingVerticals:– Retail, Consumer Goods, Direct Response,
Pharmaceutical/Healthcare, and Financial Services.Buyer Profile:– Initial contact: typically resides within the Ops dept at the mid-
management to director level. – IT, marketing and exec leaders may play a part in the decision making.
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• Manage 12 different call centers.
• Send calls to the centers based on availability, percent allocation, and performance.
• Monitors the call using the real time dashboards and call recording feature in Atmosphere
Cloud Routing – Use Case
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Join us for more Coffee Breaks in March!
Thursday, April 21 – 12:00 PM ETTopic: Virtual Predictive Dialer (VPD)
Tuesday, April 26 – 12:00 PM ETTopic: Virtual Automated Call Distributor (VACD)
Look for a $5 Starbucks gift card in your email for attending today’s presentation!
Please contact Tom Morra with any Atmosphere questions!Email: [email protected] Phone: 413-308-3018