IP and AltiGen’s Multimedia Call CenterThe First Affordable Call Center

for Small-Midsize Business

AltiGen Communications

Benefits of AltiGen’s IP Call CenterTightens the bond between businesses and customers• AltiServ time-tested system maturity and architecture

provides strong reliability• Combined with Flextel carrier-grade chassis downtime

virtually eliminated• AltiGen’s integrated call center is the most affordable in

its segment• AltiGen resellers provide proper LAN engineering needs• AltiGen provides the ability for third party applications

such as Goldmine, ACT, Outlook to be tightly integrated

Benefits of AltiGen’s IP Call Center • AltiGen is committed to open architecture and

meeting most popular standards (H323 today)• Web-based call centers provide close integration

between Web displays, customer and agent- enables broad growth of e-commerce

• Integrated applications/management tools to handle voice and data online increase agent productivity

• IP centers can be distributed across geographic regions, home offices- anywhere in the world

• Linking call centers over IP backbone provides same services at multiple sites

AltiServ provides converged communications…

• Lower cost of ownership• Multi-media Call Center provides:

– Common web interface to handle phone, email and web contacts

– Web chat, web page push, web call-back

– CTI- Info triggered by phone call (Screen Pop)

– Local and Remote IP extensions and agents

– One Number Access– Multiple Offices over VoIP

Net

PSTN

IP Extension/Remote AgentAnywhere!

Small to Low-end Midsize Market Solution

Call Center Key Features• Affordable, Integrated Contact Center for SMB

– Agent and Supervisory Interface– 128 agent capacity per system

recommended. • Max of 192 agents per chassis

depending on configuration– Integrates Voice, Web push, web chat, etc– Email integration- annotated voice on email– CRM CTI integration- screen pop with

Goldmine, ACT, Outlook (inbound/outbound)

– Works with IP phones or analog/digital or softphones

Small Call Center Installation

Contact Mgr Server

Voice Recording Server

AltiServ

PSTN

IP Network

Database Server(CRM / ERP)

Web Server Billing System

Agents & Supervisors

IP Phones

IP and/or Analog

AltiServ’s Value Added

Novo VoiceRecording Server

Call Control / Routing/Auto Atd

IP Extensions

Integrated Call Center

Voice Mail

PBX / ACD VoIP Switching

Agents & Supervisors

PartnersFlextel

Carrier-Grade Chassis

AltiServ

CompaqServer Partner

IP/AnalogPhone Partners

IVR Partner

Goldmine,ACT, OutlookIntegration

Demo of Agent GUI + Goldmine Record Pop

Integrated Call-Center Features• Expands AltiView to support

Agents and Supervisors

AltiAgent

AltiSupervisor• E-Commerce integration with

web button - direct VoIP contact support

• 128 agents max per system• Options

– IP Agents– Barge-in and Monitor– Ringing all phones – No answer auto log out

• Remote IP extensions as members in local workgroups

• Agents or extensions can be Members of Multiple Workgroups

• Supports TAPI• SDK: Active-X based• Custom Data Directed

Routing • 3rd Party or Custom

Applications

AltiSupervisor Interfaces

LAN

LAN Local LinesVoice T-1

Local LinesVoice T-1

The Power of Networked IP

AltiServ

AltiServRouter

Router

DSL modem

IP extension:Remote Call Center Agent

Internet

DSL

LAN

Enables Virtual Call Center