3Com ExecutiveAssistant: 3Com ExecutiveAssistant Central Virginia Datacomm


Is your organization putting obstacles in front of your customers?: Is your organization putting obstacles in front of your customers? Do your customers get sent to voice mail when they call into your enterprise? How many numbers do customers have to remember to reach your sales personnel? What happens when customers call into your company don’t know how to spell the name of your employees? When your sales force turns over do your customers continue to call your former employees on their mobile phone at the new company? What happens when your West coast customers call your East coast company in the afternoon?


Do your employees have the tools they need to most effectively service your customers?: Do your employees have the tools they need to most effectively service your customers? Who screens your company’s phone calls when your executive team is working late? What happens if they are expecting an important call? Who covers calls during lunch time? Do your employees on the road have access to the up to date contact information of your customers? Do you ever wish you could record what was just said? Are you certain your employees are saying the right things to your customers?


Enter 3Com ExecutiveAssistant…: Enter 3Com ExecutiveAssistant… An all in one solution to… More effectively service customers Increase efficiency across your enterprise Via an advanced telephony application Allowing you to design your company’s business processes around… How YOU want to do business Not what your technology dictates! Ideal for… Managers, Executives Companies with a mobile salesforce Law firms and real estate offices Companies that need to maximize clients’ phone experience


ExecutiveAssistant Technology : ExecutiveAssistant Technology Supplements 3Com NBX functionality Connects to NBX via 3Com Media Drivers Utilized on desktop application, desk phone, and mobile phone Runs on a separate server Can be bypassed when server maintenance is performed Media Drivers


ExecutiveAssistant Legal Module: ExecutiveAssistant Legal Module Increase Billable Hours Always connected to important clients via mobile phone Prioritized routing keeps attorneys connected to their billable clients Connect clients to the right attorney every time No need to memorize extensions or spellings of names Accurately track and bill projects Account & matter codes allow for tracking Capture & retrieve phone conversations with ease On demand call recording


ExecutiveAssistant Feature Descriptions: ExecutiveAssistant Feature Descriptions Central Virginia Datacomm


Advanced solutions for executives & sales personnel: Advanced solutions for executives & sales personnel Salespeople on the road Find me/follow me based on change in “presence” Speech Recognition contact dialing Tight integration with Microsoft Outlook Work from any office phone Executives On demand call recording Flexible call screening Managers Automatic call recording Silent Monitor, Whisper, Barge-in


Find me/Follow me: Find me/Follow me Find me/follow me utilizes predefined rules to make your busy employees reachable Important customer calls technical support employee… Desk phone rings – no answer Mobile phone rings – no answer Phone in laboratory rings Employee picks up the phone Hears “Call for John Smith” and employee answers the phone The customer is connected If the call is not answered it would go to the NBX voice mail! Imagine… Improved sales due to shorter sales cycle – no phone tag! Improved customer service with more personal touch!


Find me/follow me specifics: Find me/follow me specifics Can notify where you can be reached via cell phone, desktop phone, or PC Can chose to accept or reject calls on your cell phone If reject or don’t answer they go to your NBX voice mail! Can be notified on multiple phones Able to record and monitor remote calls Never need to give out cell phone number No need to be disturbed while on vacation Can change cell phone number without business interruption Customers can call your phone system instead of sales people’s cell phones – when there is turnover, the customer can be retained Can create a remote hunt group Important after hours callers can be serviced by a remote team


Call Routing based on Speech Recognition: Call Routing based on Speech Recognition Screening allows for a user to hear the name of the person calling The caller says their own name into the telephone Matches spoken name to your contact database Can set priority such that certain calls are sent to voice mail while higher priority calls follow you Can set screening based on time of day so that you never have to take an unimportant call during nights or weekends


Speech Recognition Contact Dialing: Speech Recognition Contact Dialing Tightly integrate your Microsoft Outlook contacts with your mobile sales force Employees can… Dial a predefined number Optionally enter a PIN Dial multiple contacts from their Outlook by simply saying their name Imagine not having to have phone numbers in multiple places! Dialing from the road is much easier and safer No need to search for a number while driving


Call Recording: Call Recording Inbound and Outbound calls can be recorded Can always record calls for certain employees Requires basic user license Ensure quality responses to customer queries Ensure commitments & agreed details are documented to avoid disputes Record on demand for executives or managers Record call while on it Record entire call from beginning or at start of recording Able to pause and unpause recording Requires supervisor client Capture detailed information during important conversations Recordings Permission based access to recordings Archive and Export –easy and flexible disk space management


Call Screening: Call Screening Caller is identified before you choose to take the call Voice prompt on phone AND PC screen pop of caller information Choose accept call or send to NBX voice mail Automatic synchronization with Outlook Easily customizable


Silent Monitor, Whisper, and Barge-in: Silent Monitor, Whisper, and Barge-in Service to allow supervisor to listen into agent call and intervene if necessary Silent Monitor Supervisor listens to agent & customer Whisper Supervisor talks to agent only, customer can’t hear supervisor Barge-in Supervisor talks with agent & customer Works for all inbound and outbound calls – personal, hunt groups, or ACD Need necessary permissions Multiple managers can monitor same call


ExecutiveAssistant Desktop User Interface: ExecutiveAssistant Desktop User Interface What number should I be called at? List of contacts Screen pop for these users Monitor, Whisper, Barge-in Online Help History of calls and call recordings What calls should be screened Ability to record calls Change settings


ExecutiveAssistant Delights Customers: ExecutiveAssistant Delights Customers Powerful speech recognition auto attendant Customizable on-hold/transfer music for different departments Reach intended parties more quickly Route calls more efficiently via Speech Recognition, DID, or Caller ID Operator view & manage multiple incoming calls


Customers never have to remember extensions or spellings of names with Speech Recognition Auto Attendant: Customers never have to remember extensions or spellings of names with Speech Recognition Auto Attendant Can access someone’s extension by saying their name! No need to remember spellings or extensions How many of your employees have difficult to spell names? No need to fumble with typing digits while driving No need to create complicated Auto Attendants “Please say the name of the person or department you would like to reach”


On Hold Music: On Hold Music User or department can have custom on-hold music or audio message Seven choices pre-installed Play custom messages announcing the latest service or product offering Give callers into technical support the latest tips and tricks for resolving their problems on their own Basic user license is required


Interactive Call Distribution: Interactive Call Distribution Shows queued calls on employees’ PC screen Employee takes a call by clicking on it Displays information about caller, including dept/employee requested Ideal for smaller dept to handle call bursts Supervisors can see and grab calls Each dept can have own audio “comfort message” Single button login/logout Each user can view/accept calls for multiple depts May be recorded/monitored