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Vonexus EIC Complete Microsoft®-based IP PBX solution Enterprise Interaction Centre® For Small to Medium-sized Businesses and the Distributed Organisation
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Enterprise Interaction Centre® IP PBX solution
Features Galore!
Download Complete Features Overview
The Enterprise Interaction Centre isn’t just bells and whistles. Every application and IP PBX voice feature in the EIC system is there for a reason. Seamless collaboration between employees, departments, workgroups, mobile users and branch offices. Informal call centre operations. Optimum organizational efficiency and employee productivity. Faster, more attentive customer service as a result.
When it comes to business communications functionality for voice and data, EIC provides everything your enterprise needs in one complete system. No bells and whistles included.
IP PBX and voice-based functionality
IP PBX telephony server for calls , and for toll bypass that routes calls over IP networks so your business can reduce long distance charges and other telco service costs. EIC also replaces expensive proprietary PBX hardware and costly maintenance contracts to add to the savings.
Windows®-based Interaction Client ® telephony client for point & click call control, Web contact management, real-time presence management, company/ workgroup directories, and hot-desking and remote EIC system access. When it comes to productivity, users get far more functionality at their fingertips than proprietary phone devices and their one-dimensional LCD screen will ever deliver.
IP phones from Polycom for EIC users and/ or phone-only call centre workstations that aren’t licensed for the Interaction Client, or for users who do use the Interaction Client but prefer a phone device over a headset. Choose from Polycom SoundPoint® IP 300 or 500 series phones or the more sophisticated SoundPoint IP 600 series device for multiple lines and converged applications to the desktop. EIC also welcomes Microsoft Windows CE IP phones from the Windows Mobile™ product suite, as well as the soft phone in Windows® XP.
Voice mail for organizations that don’t require full-fledged unified messaging — although EIC lets you add unified messaging later via simple application licensing. Also replace existing voice mail systems that are nearing the end of their life-cycle.
Automatic call distributor (ACD) to route and queue calls among workgroups or departmental users, and to connect customers with the right people quickly and accurately. EIC’s ACD also provides plenty of advanced functionality for call and contact centre operations.
Meet-Me conferencing up to 30 parties, all orchestrated in the Interaction Client.
One number Find-Me/ Follow-Me to forward calls and messages when users are away from their desk or out of the office. Some call it “availability management.” Others just say your employees are always easy to reach.
Basic call centre workstation and phone-only call centre workstation options via simple EIC add-on applications and licensing.
Interaction Attendant ® automated attendant to configure call routing to individual users and workgroups, and to create call transfer routines, informative on-hold messages, greetings, and caller prompts for things like account numbers. EIC also lets organizations utilize direct inward dialling (DID) for internal calls and the Dialled Number Identification Service (DNIS) to support 800 and 900 phone numbers and automated call services.
Messaging and data management
Microsoft® Business Solutions application integration for Great Plains®, Navision®, Axapta® and Microsoft Business Solutions CRM among others from the MBS suite.
- Data screen pop , pre-integrated with your Microsoft Business Solutions via EIC to “pop” customer, accounting and ERP data to the desktop for immediate data look-ups.
- Telephony call controls in the Microsoft CRM Client to manage a customer’s telephone call and account information simultaneously from the same CRM Client interface.
E-mail/ unified messaging (voice mail, e-mail, fax) using Microsoft Exchange and Outlook®. Employees more efficiently manage voice mails and faxes along with e-mails in their Outlook inbox, while customers and colleagues get quicker responses to messages.
Fax server that puts your fax machine right on the desktop for EIC users. Send and receive faxes from a PC, manage fax messages in your e-mail inbox, and never lose another fax printout.
Instant messaging support via EIC’s planned integration to Microsoft Live Communications Server 2003 will give organizations the ability to add instant messaging and supplement EIC’s collaboration-enhancing status management controls.
Customer self-service automation
Integrated IVR applications for self-service interactive voice response routines that let customers access account balances, order and service histories, invoices, etc. using the phone. EIC-based IVR apps also pre-integrate into Microsoft Business Solutions applications and support Text-to-Speech (TTS) engines, tools for generating HTML pages, and result tracking applications for data gathered via the IVR process.
E-mail and knowledge management via application-driven functions in EIC that let organizations manage large volumes of e-mail, issue e-mail-based auto responses to FAQs, and track e-mail results for customer inquiries — all within a single, advanced knowledge management environment.
Web services
Internet chat server for Web chat and Web callback features that bring life to online Sales & Marketing initiatives and give customers even more multimedia options to choose from when contacting your business.
Mobile workers
Virtual Office feature set and SharePoint® Portal Server 2003 integration for your mobile workforce and remote employees. Provide an EIC “corporate extension” for Intel® Centrino™ Mobile Technology, Windows Mobile™ software, Pocket PCs and other PDAs, mobile phones, and laptop-connected cell phones or telephones. Or integrate your data and communications in a Web browser portal and let employees work from nearly anywhere, including at home.
Central system administration, quality monitoring
Interaction Administrator ® interface , a single administrative interface for all EIC applications. In addition to configuring lines, stations and users, IT staff can make adds, moves, and changes in house, in minutes, in a Windows-based environment. Also centralize EIC administration across distributed branch offices and for EIC Virtual Office mobile users and remote workers.
Management reports , with more than 80 standard reports included in the EIC system.
Built-in Account Code support to track and bill calls and faxes to specific accounts, especially in law offices and businesses that count on call-time billing and revenues. Account Codes also let you easily export detail and summary reports to a billing package, such as Great Plains.
Advanced supervisory, system and quality monitoring with the optionally available Interaction Supervisor™ application. Interaction Supervisor is a simple plug-in application to supplement EIC’s already extensive monitoring capabilities with real-time Tile, Cascade, and Icon displays of Workgroup Views (workgroup and queue stats), Agent and Workgroup Overview Views, and Graph Views, all in one comprehensive monitoring interface.
EIC Bundled Offerings options
Basic EIC Server offering
- EIC IP PBX Server (hardware & software platform)
- Voice mail
- Automated attendant
Advanced EIC Server offering - Basic Server plus:
- Informal call centre functionality
- Fax server
- Reporting
- Multi-site replication
- Locality lookup
Optional EIC offerings
- EIC Business workstation
- Unified Messaging add-on (voice mail, e-mail, fax)
- Desktop Faxing add-on
- Phone-only call centre workstation
- Basic call centre workstation
- Basic Web Chat add-on
- Advanced Web Chat add-on
- Interactive voice response (IVR)
- Advanced SIP Proxy server