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 Staying Connected So You Don’t Lose Calls . . .
Maintaining the proper technology is imperative to optimize the results of your call center program.
Systems and Software
MEDFONE utilizes the AMTELCO Infinity Call Center
System. This system is at the core of MEDFONE’s
technical infrastructure and is one of the most
sophisticated and up-to-date call center systems available
in today’s market. The capabilities and features of our
system are outlined below. If further information about
the Infinity System is required, we will provide you with
technical specification sheets or, please visit AMTELCO’s
website at
www.AMTELCO.com.
MEDFONE’s Infinity Call Center System was purchased
in 2002 and has been subsequently upgraded so that we are
operating using the most up to date software available. We
anticipate utilizing this system for a minimum of the next
five (5) years because of its superior capabilities as
well as our opportunity to benefit from dynamic research
and development initiatives, new features and upgrades.
The Infinity Call Center System is HIPAA-compliant.
System Features – MEDFONE’s Call Center
system and infrastructure is a windows-based, web-enabled
system that features the following: integrated digital
switch, integrated voicemail and decision tree call
routing with the ability to have time of day greetings,
integrated fax and email, integrated PBX, data management
system that is SQL-based, mirrored hard drives, remote
Customer Support Specialist capability, HIPAA compliant,
sophisticated ACD allowing for multiple levels of call
distribution and priority distribution, and call tracking
from inception to completion of a call.
Client Features – The Infinity Call Center system
provides clients with the following features: conference
bridge, customized reports, recording and emailing of
calls using .wav files, email management, music on hold
with infomercials or announcements, integrated alpha
numeric paging (pagers, cellular phones or PDA’s), daily
message delivery via email or fax, automated or Customer
Support Specialist assisted client check in, ability to
park orbit & page, remote reception, web based appointment
scheduling and confirmation calls, customized and multiple
message tickets, and real time automated on call status
updates.
Supervisor Features – Supervisory features of our
system that complement MEDFONE’s quality assurance
program include: cue and repeat pop-up alert to ensure
message confirmation; enhanced supervisor monitor;
recording of calls; real time telephony reports and client
reports to assist in the management of trunkage, call
volume, staffing requirements, queues and overall
performance objectives; account audits and real time
Customer Support Specialist monitoring.
Customer Support Specialist Features – MEDFONE’s
Call Center System provides features, which assist our
Customer Support Specialists to efficiently process calls
for our clients. These include: ANI/ANI Name, spell
checker, autodial and cascade paging, speed dial
capability, pneumonic keys for faster call processing,
integrated on call scheduling, directory listing
capabilities, and perfect answer to ensure consistent
pronunciation of names.
Local Area Network (LAN) and Internet Access –
MEDFONE’s HIPAA compliant 100/1000 baseT Local Area
Network is hosted by Windows 2000/2003 Servers. Included
in the MEDFONE LAN is a SQL Server, which hosts all
application databases, and an Exchange Server that handles
all email management. All servers utilize RAID technology
and up-to-date virus software to ensure complete
redundancy and prevent downtime. MEDFONE utilizes
Dell for all of its workstations and high-resolution
monitors and utilizes Cisco for all of its network
devices.
Internet Access - MEDFONE has dedicated data
T1’s provided by two different carriers (Qwest
Communications and Global Crossing) to ensure adequate
bandwidth and redundancy. Our network is protected by the
latest Firewall and router technology, which utilizes an
improved BGP routing system to ensure secure, continuous
high-speed connectivity, load balancing and fail-over.
This Firewall technology also allows VPN capabilities.
Call Center System - MEDFONE’s Call Center
is equipped with an AMTELCO Infinity Call Center System
which incorporates state-of-the-art, digital components
including ACD, Interactive Voice Response (IVR),
Voicemail, Predictive Dialing and Voicelogger Systems.
This system is comprised of 1 data server, 2 telephone
servers, and 1 IVR server. Each server is mirrored and a
complete set of spare telephony cards are maintained on
site.
ACD System - The ACD system has flexible routing
schemes that allow us to offer many different routing
possibilities, and controls call volume traffic routing
inbound calls to Customer Support Specialists based on
skill based routing algorithms. This technology enables
MEDFONE to ensure that our staff processes each call
appropriately, efficiently and effectively.
Interactive Voice Response - MEDFONE’s IVR
system provides information and question/answer decision
tree applications, message management and automated
information retrieval.
Voicemail System – MEDFONE’s voicemail
system is fully digitized, and allows simple access to
sophisticated, comprehensive features that allow callers
to leave messages and on-call personnel to access and
process them (i.e. forward, archive, etc.).
Predictive Dialing – MEDFONE’s Predictive
Dialing System allows automatic dialing of calls from a
database of telephone numbers. Completed calls are
presented to a Customer Support Specialist to deliver a
message. The system can also deliver automated IVR
messages.
Voicelogger – MEDFONE’s Voicelogger and call
tracking system records calls, and associated call events
from the start of the call to its termination. Recorded
calls and events can be emailed upon request.
Information Delivery System - MEDFONE
utilizes AMTELCO’s UltraComm System that offers innovative
solutions for messaging and report delivery to our clients
via email.
Staying Prepared For Your Peace Of Mind . . .
Disaster Recovery Plan
Establishing a disaster recovery plan has been an integral
part of the redesign of MEDFONE’s Voice and Data
Network. MEDFONE’s fiber-optic telecommunications
backbone is provided by both Lightpath and Verizon. The
foundation of this backbone is built using SONET Ring
technology to provide MEDFONE with the highest
level of reliability. Additionally, the local and long
distance T-1’s within our network originate from different
Central Offices and enter the building from opposite sides
of the building. These T-1’s are serviced by Lightpath and
Qwest Communications for carrier redundancy and are
provisioned with redirect services for immediate fail-over
redundancy. MEDFONE also utilizes a Gordon Kapes
Power Failure Transfer Unit to compliment our telephony
redundancy, which provides automatic fail-over to single
line phones in the event that our Call Center System
became inoperable. This system is also used during routine
maintenance and upgrades to ensure no system downtime.
MEDFONE’s state-of-the-art facility is also equipped
with a power back-up system that contains both a UPS
(uninterruptible power supply) and automatic on-line
generator that ensures that there will never be a
disruption of service due to a power failure. MEDFONE’s
back-up procedures include real-time on-site and off-site
disk-to-disk back-ups as well as daily, weekly, and
monthly tape back-ups. MEDFONE utilizes a third
party vendor to store tapes securely off-site and a copy
of those tapes is also kept on-site.
As part of MEDFONE’s disaster recovery program,
MEDFONE has developed contingencies for power spikes
or outages/damage to electric utilities, damage to or
interruption of telephone carriers, failure and or
interruptions of internal voice and data equipment and for
evacuation from our facility. Our disaster recovery
contingency highlights include:
• On-Site and Off-Site Data Back-Up and Storage
• Off-Site, Back-Up Contact Center Facility
• Off-Site Remote Customer Support Specialists
• Telephony and Internet Back-Up Through Multiple
Providers and Route Diversity
• On-Site Battery and Gas Generator for Electrical
Utilities Back-Up
MEDFONE requires that all our vendors supply us
with 24-hour on-line support for all voice and data
systems. MEDFONE’s staff is manufacturer-trained in
operating and maintaining all equipment and is provided
with escalation procedures to ensure that system events
are handled appropriately. All system changes, maintenance
and repairs are managed, monitored and logged by
MEDFONE’s IT personnel. MEDFONE has priority
status with all our voice and data vendors, each one
guaranteeing us 30-minute response time for critical
issues and 4-hour response time for non-critical issues.
In addition, MEDFONE also has on-call personnel and
back-up staff that can be reached via pager or cellular
phone 24 hours a day, 7 days a week, if needed. All
management personnel live within 10 minutes of the company
in the event that on-site support is required. Regardless
of who is on-call, all management staff are required to
carry their beepers and cellular phones at all times and
representatives from each department have specific
responsibilities in case an emergency should arise.
Contact Center management and supervisory staff have real
time monitoring capability of our voice and data network,
system alarms, call traffic, and on-line staff. As part of
our monitoring efforts, staff can make immediate changes
to respond to any unforeseen issues that may arise. Our IT
Department personnel are available 24 hours a day via
remote connection to our network or will respond on-site
if needed. |
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