AnswerSoft announces intelligent information router; intelligent router automatically sends customer calls & files to best-fit destination.PLANO, Texas--(BUSINESS WIRE)--Feb. 6, 1996--Plano-based AnswerSoft Inc., a developer of business processs automation software, Tuesday announced a new addition to its family of client/server applications, IIR IIR - Infinite Impulse Response , an intelligent information and call router. IIR allows businesses to automatically direct inbound calls, in realtime, to a pre-determined customer representative, group of agents or a specific agent in a peer call center, without human intervention. Using call information, IIR searches company databases to retrieve customer specific data, and then intelligently routes the information with the call, to arrive simultaneously at the destination determined to be the "best fit" agent for handling the call. "The demand for business process automation software is exploding as companies endeavor to build brand loyalty through advanced customer service strategies," said Jeanne Bayless, chief executive officer and president of AnswerSoft. "Breakthroughs such as IIR, enable call centers of all sizes to anticipate customer requirements and give agents needed information to provide immediate and more effective service." IIR employs client/server technology that is a dramatic departure from traditional call routing products, allowing businesses to intelligently and dynamically direct inbound calls based on a "best fit" analysis. Routing decisions are based upon customer specific data. By automatically matching data retrieved from company files to the correct agent or device, the quality and speed of service can be significantly improved. Calls can be intelligently routed using predefined rules and scripts according to according to prep. 1. As stated or indicated by; on the authority of: according to historians. 2. In keeping with: according to instructions. 3. agent skill set, specific agent availability, or any criteria that can be clearly defined. Since the routing engine resides on the server, IIR can easily handle multiple simultaneous route requests. Information is accessed from databases and host repositories using basic information obtained from the PBX (Private Branch eXchange) An inhouse telephone switching system that interconnects telephone extensions to each other as well as to the outside telephone network (PSTN). such as automatic number identification (ANI), dialed number identification service (DNIS (Dialed Number Identification Service) A service that enables a company to identify which telephone number was dialed. A PBX often receives calls on the same port that were dialed to different 800 or 900 numbers, and the DNIS data contains the dialed number so ), or account number information collected by an IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. system. AnswerSoft's IIR is made up of three components: a server router, and administrator, and an agent. The server component, AnswerMatch, is the underlying technology that matches callers with the correct agents. It is a robust routing engine that dynamically navigates calls through the process of identifying a caller and the caller's specific needs. The call center administrator controls the flow and destination of calls with an intuitive Windows Graphical User Interface graphical user interface (GUI) Computer display format that allows the user to select commands, call up files, start programs, and do other routine tasks by using a mouse to point to pictorial symbols (icons) or lists of menu choices on the screen as opposed to having to (GUI (Graphical User Interface) A graphics-based user interface that incorporates movable windows, icons and a mouse. The ability to resize application windows and change style and size of fonts are the significant advantages of a GUI vs. a character-based interface. ). The IIR agent component provides a means for users to apply customer- specific information for problem resolution by defining agent directed rules. For instance, in a situation where the agent has a lengthy discussion with a caller about an account and is unable to resolve a problem, the agent may elect to create a rule "on-the-fly" so that the next call from this individual is directly routed back to their own telephone, bypassing other potential routes within the call center. Thus, the customer avoids having to go through numerous and time consuming menus or talk to agents unfamiliar with the situation. "The intelligence of the IIR to gather data about the caller prior to routing and matching it to the best-fit agent, gives our users a unique edge in providing advanced customer service," continued Bayless. "In-depth call analysis of this magnitude enhances agent effectiveness and clearly leads to reducing the number of call transfers, call holding time and call backs encountered by a vast majority of callers during the service cycle." Additionally, IIR seamlessly shares information with other AnswerSoft business process automation applications such as Sixth Sense using industry standard communications techniques. IIR is capable of performing data "translation" for applications handling the call after the route takes place. For example, if Sixth Sense needs a social security number to launch a desktop application, the IR can translate ANI information from the call to obtain the customer record, go one level deeper into the record to obtain the social security number and then automatically place this information into a user information field for use by Sixth Sense on the agent's screen pop. AnswerSoft's Intelligent Information and Call Router is currently available for the AT&T G3 definity switch and integrates through the Telephony Services Applications Programming Interface (TSAPI (Telephony Services API) A telephony programming interface from Novell and AT&T. Based on the international CSTA standard, TSAPI is designed to interface a telephone PBX with a NetWare server to provide interoperability between PCs and telephone equipment. ). Call information is obtained from the NetWare telephony server A computer in a network that provides telephone integration. The term may refer to the entire system or to just the plug-in boards and software. An Internet telephony server links phone lines to the Internet. , and IIR is a registered user of the Telephony Server with rights to monitor and control any device. IIR shares a Btrieve database with the agent via the local area network (LAN (Local Area Network) A communications network that serves users within a confined geographical area. The "clients" are the user's workstations typically running Windows, although Mac and Linux clients are also used. ). Pricing starts at $15,000 for a single license and is discounted according to volume. AnswerSoft will make additional releases of the IIR in second quarter including a Windows NT (Windows New Technology) A 32-bit operating system from Microsoft for Intel x86 CPUs. NT is the core technology in Windows 2000 and Windows XP (see Windows). Available in separate client and server versions, it includes built-in networking and preemptive multitasking. version and Telephony Applications Programming Interface (TAPI (Telephony API) A programming interface from Microsoft and Intel that is part of Microsoft's WOSA architecture. It allows Windows client applications to access voice services on a server. ) compliant version for use with additional digital PBXs (digital Private Branch Exchange) A modern PBX that uses digital methods for switching in contrast to older PBXs that use analog methods. . AnswerSoft, founded in January 1993, is the leading provider of business process automation software. Its software solutions leverage the emerging integration of multiple computing and communications technologies Noun 1. communications technology - the activity of designing and constructing and maintaining communication systems engineering, technology - the practical application of science to commerce or industry to enable users to automate access to information and initiate action more effectively across the enterprise, while on the telephone. AnswerSoft products are client/server-based applications that are compliant with both the TAPI and TSAPI standards. -0- NOTE TO EDITORS: Intelligent Information and Call Router and AnswerMatch are trademarks of AnswerSoft Inc. Sixth Sense is a registered trademark of AnswerSoft Inc. Windows and Windows NT are trademarks of Microsoft, Inc. CONTACT: Mindshare Marketing Lisa Chiranky, 214/407-9089 lisac@airmail airmail, transport of mail by airplanes. Demonstration flights that showed the feasibility of carrying mail by air were made in Great Britain and in the United States in 1911. .net |
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