Castel Teams Up with Cisco Systems to Provide Big-Agency Collection Results for Berlin-Wheeler, Inc.; Reliability Key to Increased Uptime, Collections Revenue, and Opportunity.MALDEN, Mass.--(BUSINESS WIRE)--Dec. 14, 1999-- Berlin-Wheeler, Inc. is utilizing knowledge-based computer telephony integration Computer Telephony Integration - Computer Telephone Integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) applications from Castel, a leading provider of CTI solutions, and the VCO (1) (Voltage Controlled Oscillator) An oscillator that can be tuned over a wide range of frequencies by applying a voltage (tuning voltage) to it. Used in many applications such as radio tuners, VCOs are less costly than crystal oscillators, but not as stable. (R)/4K open programmable switch from Cisco Systems “Cisco” redirects here. For other uses, see Cisco (disambiguation). Cisco System,Inc. (NASDAQ: CSCO, HKSE: 4333 ) is an American multinational corporation with 54,000 employees and annual revenue of US $28.48 billion as of 2006. (Nasdaq:CSCO CSCO Cisco Systems Incorporated (stock symbol) CSCO Chief Supply Chain Officer ), to increase collections revenue and take advantage of new business opportunities. Headquartered in Topeka, Kan., Berlin-Wheeler has a history of using advanced technology to effectively compete in the collection business. It offers the standard inbound in·bound 1 adj. Bound inward; incoming: inbound commuter traffic. Adj. 1. inbound and outbound calling services to its general clients, as well as innovative services that verify appointments and schedule for patient transportation for health care groups. "The Castel/Cisco solution is cost-effective for a medium-sized call center like Berlin-Wheeler," said Matt Wheeler, executive vice president of Berlin-Wheeler, Inc. "It gives us valuable benefits like high reliability, consolidated reporting, and system management as well as the flexibility to grow without changing the Castel system or our applications." Open Programmable Switch Increases Overall Reliability and Functionality The Cisco VCO/4K open programmable switch is designed to provide the advanced features required to support Berlin-Wheeler's unique, software-driven market offerings. Using a simple, clean client/server architecture An environment in which the application processing is divided between client workstations and servers. It implies the use of desktop computers interacting with servers in a network in contrast to processing everything in a large centralized mainframe. See client/server. , the programmable switch seamlessly integrates their agents to the necessary telephony-based services through their existing 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). . This architecture is implemented by providing host management of the Cisco VCO/4K switch using Castel's CTI software. Berlin-Wheeler expects to see significant increases in application functionality with the Castel/Cisco solution. An example of this increased functionality is illustrated by the use of the Integrated Prompt and Record Card (IPRC IPRC Identification, Placement and Review Committee (education) IPRC International Pacific Research Center IPRC Indiana Prevention Resource Center (Indiana University) ) on the Cisco VCO/4K switch which plays recorded messages to answering machines, leaving specific information and a callback An authentication technique that calls the sender back. After connection is made, the receiving side breaks the connection and calls the sender to ensure that the logon was made from the authorized computer. Callback prevents a stolen ID and password from being used on a different machine. number for the party called. This frees agents for other calls, increasing productivity. The Castel/ Cisco solution also provides integrated telephony features, including intelligent and predictive dialing, automated inbound call handling with screen pops, host-directed routing, and agent-initiated telephony services. The solution provides Berlin-Wheeler with open systems flexibility, allowing the company to use the same platform to deliver multiple calling services. Berlin-Wheeler's research identified that a major cause of lost revenue was missed appointments in addition to unpaid bills. As a result, their customer service representatives will use outbound calling features to verify doctors' appointments for health care groups in addition to providing traditional collection services. "Berlin-Wheeler is a great example of how Cisco's New World ecosystem, with Castel as a representative member, enables businesses to improve existing processes as well as generate new revenue opportunities," says Theodore F. Cole, director of operations, Cisco Voice Application Partners. "The innovative applications that can be achieved with the Cisco VCO/4K switch bring great flexibility to call center environments." About Castel Castel develops, markets, and supports knowledge-based, CTI software application solutions that integrate with existing IBM (International Business Machines Corporation, Armonk, NY, www.ibm.com) The world's largest computer company. IBM's product lines include the S/390 mainframes (zSeries), AS/400 midrange business systems (iSeries), RS/6000 workstations and servers (pSeries), Intel-based servers (xSeries) AS/400 applications to manage outbound, inbound, and blended call handling. A total solution approach includes consulting, support, and training services. About Cisco Systems Cisco Systems, Inc. (Nasdaq:CSCO) is the worldwide leader in networking for the Internet. News and information are available at http://www.cisco.com. Note to Editors: Cisco, VCO/4K, Cisco Systems, and the Cisco Systems logo are registered trademarks of Cisco Systems, Inc. and/or its affiliates in the U.S. and certain other countries. All other trademarks mentioned in this document are the property of their respective owners. The use of the word partner does not imply a partnership relationship between Cisco and any of its resellers (990BR). |
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