Use Cases
JCMUA Use Case
JCMUA Use Case Graphic 4-19 (002).pdf 4 24 21 (1)
Are managed services right for your firm? Are you with the right VOiP provider?
To reduce the burden and cost of your IT expenses more and more firms are turning to Managed Services. We offer many flavors of Managed serves to fit your IT budget as well as properly administer your IT infrastructure.
Applied Consulting group Is an agnostic provider of this and many other Cloud/VoIP services. call 888.208.0020 for a no-fee evaluation
Managed services are the practice of outsourcing the responsibility for maintaining, and anticipating the need for, a range of processes and functions in order to improve operations and cut expenses.[1][2] It is an alternative to the break/fix or on-demand outsourcing model where the service provider performs on-demand services and bills the customer only for the work done.[3][4]
Under this subscription model, the client or customer is the entity that owns or has direct oversight of the organization or system being managed whereas the Managed Services Provider (MSP) is the service provider delivering the managed services. The client and the MSP are bound by a contractual, service-level agreement that states the performance and quality metrics of their relationship.[5]
Copied from this Wikipedia link.
https://en.m.wikipedia.org/wiki/Managed_services#:~:text=Managed%20services%20is%20the%20practice,improve%20operations%20and%20cut%20expenses
Record calls to meet compliance issues and for accuracy.
With RTP installed, record calls by authorized users can easily access call recordings for quality assurance, regulatory compliance, dispute resolution, and much more. Replay RTP by Trisys is designed to record phone conversations taking place on IP phone systems. It runs unobtrusively on your network, monitoring RTP (audio) traffic through a mirrored span port for desired calls and converts them into call recordings. Our Replay RTP solution is available as a 100% software solution (if the PC is provided by the client):
• Supports all IP based telephones systems (must have IP phones)
• Saves recordings as .WAV files • Recordings can be automatically archived or deleted
• On-demand pause/resume recording Replay RTP also comes as a turnkey solution including the hardware (Tapit 6 ezBox Enhanced). Tapit 6 ezBox Enhanced can:
Record up to 100 concurrent calls*
Storing over 70,000 hours of recordings
*Use multiple units for larger installations The Replay RTP web user interface via Tapit 6 Call Accounting software, allows password-protected remote access to calls, and offers over 125 reports. An authorized Tapit 6 user can:
• Easily find recordings by; date/time, caller ID, dialed number, user, DNIS, call duration, extension, trunk, and more.
• Play and download recordings
• Share recordings via e-mail Replay RTP Brochure Document #: RPRTPB–180806 Page | 2 Updated on 08/06/2018 Minimum System Requirements – PC Provided by Client
• Phones must be IP supported
• Core 2 Duo Processor
• 4 GB RAM for Windows 7/8.1/10 Pro/Windows 2008
• 500 GB of hard drive (approximately 67,000 hours of voice recordings)
• 2 Network Cards
• Windows 2008 R2/2012
• IIS ( IIS 7 and high requires IIS 6 compatibility enabled for Windows)
• Windows Media Player to play recordings
• The PC used for listening to voice recordings must have a sound card
• MS Internet Explorer 10 or higher
• Audio (RTP) must be un-encrypted
• A network switch which supports bio-directional “port mirroring” or a plain hub
• MS .NET Framework 4.5 (or 3.5 enabled)
Also we can provide additional software that uses AI to capture emotions of caller
New Voice recording Software from one of our premiere vendors, and IBM’s Watson.
Use with Microsoft teams, Cloud VoIP telecom, and Contact Center software
YOU CAN:
1. Transcribe recorded calls, and view on computer, laptop, mobile atc.
2. Share calls and the highlights of calls
3. Search and discover by keywords in the call……… saves a great deal of time
4. Capture the tone and mood of of the caller to improve customer relations
About Applied Consulting Group
Applied Consulting Group is comprised of two companies, Applied Utility Auditors LLC, and Applied Telecom Solutions. We are agnostic and unbiased providers of telecom/IT solutions, utility auditing, worker’s compensation refunds, and insurance risk analysis.
For over 30 years we have helped companies large and small determine how best to keep up with telecom and IT technology, as well as reducing overhead. Each company is comprised of individuals with 20 or more years’ experience in their respective areas of expertise and can provide solutions to help you run your business more efficiently, and at less cost.
We do not charge you for our services. We will audit telecom, utility, IT, and workman’s compensation. We also provide complete insurance risk analysis audits. Call us for a continency based audit for refunds and future savings.
As opposed to sales organizations, we are agents/channel partners and are paid by the supplier. We will help you determine your needs and secure bids from available providers in your area. Applied Consulting Group provides exceptional service, and continued advice throughout the term of your agreements with our vendors which include AT&T, Verizon, Microsoft, Cisco, Spectrum, Comcast, and over 75 other solution providers through channel partnerships.
ACG’s track record of customer retention is unparalleled. We have an over 97% retention rate, and we hope you will give us an opportunity to provide you with our many years of experience to improve your operations and improve your bottom line in the areas where we excell.
One of our 125 vendors has had great success with VoIP telecom in healthcare
Healthcare Firm Finds Success With Utility VoIP Contact Center
OCTOBER 22, 2020
PTI Health provides mobile laboratory and medical supply delivery services for home-bound and nursing home patients throughout the Mid-Atlantic region. Rather than forcing patients and caregivers to leave the home for routine lab work and medical supplies, PTI Health goes directly to the patient. They had been using a very basic contact center solution in which seven agents interacted with patients via phone and social media to schedule and reschedule appointments and answer patient questions. Agents worked from an on-premise contact center at PTI Health’s physical location.
The existing solution, supplied by Ancero, was functioning properly and provided PTI Health with the basic reporting capabilities and data, but the organization simply outgrew the solution.
Step 1: Utility VoIP IVR
PTI Health had been working with a separate company that handled outbound appointment reminders. When they realized that Ancero could integrate an interactive voice response (IVR) solution and a contact center solution with their phone system, they saw an opportunity to consolidate vendors while enhancing their services.
The first step was to implement Ancero’s Utility VoIP IVR, an automated, self-service application that would allow patients and caregivers to interact with a database and obtain information on demand. The first use case was very simple. Utility VoIP would automate about 500-1,000 appointment reminder calls per day.
When PTI Health saw how well the new solution was working, they moved to a second use case, which would enable patients to press 1 to confirm an appointment, press 2 to reschedule an appointment, or press 3 to cancel the appointment. Call volume soon increased to 2,000 per day.
While Utility VoIP IVR was extremely successful, the contact center would become inundated with more calls than it could handle when patients wanted to reschedule appointments. PTI Health needed a more robust contact center solution.
Step 2: Utility VoIP Contact Center
Utility VoIP Contact Center (UVCC) is a cloud-based contact center platform that offers omnichannel, multimedia functionality, integrating with voice, email, web, SMS text, and customer relationship management (CRM) systems. Utility VoIP CC would help PTI Health on several fronts.
First, the new system makes it possible to add agents without operating or expanding a physical contact center or purchasing additional hardware. Because UVCC is cloud-based and software-driven, agents can work remotely from any internet-connected device. PTI Health can recruit talent from virtually any location.
The UVCC platform seamlessly scales up or down as needed. Enabling greater flexibility and operational efficiency by allowing managers to staff their call center based on demand. When heavier call volume is expected, more agents are scheduled to work.
Granular analytics are built in with 90 reports available out of the box. PTI Health benefited from the ability to customize these reports. Any report can be automatically delivered to the appropriate personnel at set intervals rather than requiring staff to manually pull reports. This allows managers to measure, manage, and optimize contact center performance at a granular level
Because UVCC and IVR can be integrated with PTI Health’s unified communications phone system, the entire platform can be managed from a single pane of glass, creating additional management efficiency.
Conclusion
Ancero helped PTI Health start with small, basic use cases for UVCC and IVR. They quickly recognized the strength of the solutions and expanded to more sophisticated use cases and higher call volume, both of which create more value for the organization. All of these benefits translate to better patient experience and higher patient satisfaction, which are the ultimate metrics for success.
If you’d like to discuss how your company can benefit from Utility VoIP Contact Center and IVR, contact acginfo.biz today to schedule a consultation. 877 208 00212
Quick tip on a VoIP phone system
Quick tip: Switching to VoIP will save your business time and money.
Chances are, you already use some form of VoIP or internet phone service through your business phone line. If you’ve ever used Skype or Facebook Messenger – or any kind of internet service to make a call-you’re experiencing the power of Voice Over IP (VoIP).
VoIP systems have become the norm for businesses large and small, as they provide an easy, surefire way to make telecommunications more efficient—and affordable. For small and medium-sized businesses, these savings can make a big difference. The efficiency of a VoIP system can also ease some headaches for companies that may not have the manpower to handle complicated or less streamlined communication needs. Small businesses generally don’t need some of the more sophisticated VoIP features—like video conferencing that can accommodate 100 or more participants—but the flexible pricing, ease of operations, and customer service offered by many VoIP providers can be of real assistance.
When it comes to integrating VoIP into your business, there are some factors to consider before you choose a provider. The top VoIP providers can help you lower costs, reach more customers, and even enhance your mobility and productivity.
The most important features to look out for when searching for a VoIP solution are:
• Ease of operation and setup
• Reliability and customer service
• Features and customizability
• Mobile options
• Video conferencing and screen sharing
Switching to a VoIP system entails some initial costs, which are quickly offset by the savings. VoIP services can also increase the efficiency, convenience, and flexibility of your communications and help you incorporate the business tools of a larger company. Before you choose your VoIP provider, try to determine how easy it will be to adopt the system and operate it, and also if it has any specific features you need.