intele peer atmosphere services overview

Proprietary and confidential. © 2015 Advantone, Inc. All rights reserved.

Bring the Power of One Cloud Solution to Your Contact Center

Proprietary and confidential. © 2015 Advantone, Inc. All rights reserved.2

Advantone and IntelePeer Join Forces

The combined companies bring the power and simplicity of a complete contact center management and communications solution.

On September 30, 2015, IntelePeer Holdings Inc. acquired Advantone, Inc. Advantone now operates alongside IntelePeer Holding’s other subsidiary, IntelePeer Cloud Communications, LLC.Contact centers can now unite their network and software with ease.


Advantone at a Glance

WHO WE ARE

• Industry leading Communications as a Service (CaaS) provider - 1986s

• Atmosphere® Cloud Platform Delivers Cloud IVR, Cloud Routing, VACD, VPD

• High-Profile Users with 4000+ seats

KEY DIFFERENTIATORS

• Personalized Approach

• Fast Implementations

• Comprehensive Reporting

• Sellable Price Points

• Flexible


Welcome Joe

Joseph BellDirector of Client Services

954.671.6550 Direct866.776.7634 [email protected]

mailto:[email protected]


Agenda

Atmosphere ProductsUse Case Examples2016 RoadmapQ&A


ATMOSPHERE SOLUTIONS


Atmosphere

ACD

ROUTING

IVR

VPD

SCRIPTING


What is Atmosphere?


Tailored Solutions to Meet Contact Center Needs

Interactive Voice Response (IVR) Cloud Routing

Automated Dialing Efforts

Seamlessly transition calls from automated systems to agents

Manage multiple dialing campaigns, agent groups and locations from centralized controls

Real-time lead updates

Call recording capabilities

Rapidly deploy inbound & outbound IVR applications

Dealer locator provides a simple interface for consumers to find closest location

Easily integrate to your CRM and/or fulfillment platforms

Custom features, including: surveys, speech recognition, credit card activations, emergency alerts, reporting and more

Route calls based on business needs

Make immediate changes to routing strategies

Live monitor any call within any contact center

Retain control over Toll-Free numbers

Virtually manage contact centers from a single location.

Virtual Predictive Dialer (VPD) Virtual Automated Call Distributor (VACD)

Skills based routing to decrease call transfers, escalations and call backs

Automated “in queue” Call Back

Real-time monitoring and coaching functionality

Integration with 3rd party CRM and Databases

Virtually manage contact centers from a single location


Atmosphere CLOUD ROUTING

Perfect For

• High volume direct response and marketing call centers that need to route calls• Call Centers and Enterprises who want to grow into VACD and IVR but are just getting started• Call Centers and Enterprises who need basic call routing with monitoring and reporting

Key Features

• Configurable Routing (round robin, sequential, % based, time-based)

• Live call monitoring and recording

• Play recordings during routing

• Whisper prompts to agents on call delivery

• Standard Reporting (destination reporting, abandoned calls, etc.)

Use Case – Beach Body

• Manage 12 different call centers.

• Send calls to the centers based on availability, percent allocation, and performance.

• Monitors the call using the real time dashboards and call recording feature in Atmosphere


Atmosphere VACD

Perfect For

• Enterprises and Call Center seeking to route calls to available and qualified agents with high quality voice

Key Features

• Routing based on skills and availability with preferred and back-up routing

• Automated “In Queue” call back

• Live call monitoring and recording with in-call Agent/Supervisor chat and whisper

• Whisper prompts to agents on call delivery

• Standard Reporting (call disposition, queue performance, abandoned calls)

• IntelePeer’s highest-quality voice offering (PLTE)

Use Case – Argo Marketing

• Argo provides live agent services to organizations.

• Team of 600 agents utilize Atmosphere’s VACD to handle all inbound sales and customer services calls.

• Atmosphere’s features such as scripting, web services, call recording, and reporting gives end to end management of agents.


Atmosphere IVR

Perfect For

• Enterprises and Contact Centers seeking to use an auto attendant to route incoming calls• Enterprises and Contact Centers seeking to enable customer self-service• Enterprises and Contact Centers seeking to deflect calls to lower-cost channels

Key Features

• Self-Service and Advantone-Supported configuration and tuning

• Speech recognition

• Customized Applications and Flows, including:• Dealer Locator• Surveys and Polls• Credit Card Activation• Loyalty Programs• Promotional Announcements• Emergency Messages

Use Case - Novartis

• Leverages Atmosphere’s IVR to provide callers with drug information and options to speak with live agents.

• The IVRs are also used for drug recalls or notifications.


Atmosphere VPD

Perfect For

• Telemarketing, Collections, and Lead Generation organizations• Enterprises and Call Centers looking to enable call-backs and notifications• Polling services

Key Features

• Campaign list loading and execution

• Dynamic scripting

• Real-time lead updates

• CRM / Fulfillment system integration

• Live call monitoring and recording with in-call agent/supervisor chat and whisper

• Outbound call routing based on skills and availability with preferred and backup routing

Use Case - Triton

• Atmosphere’s VPD provides Triton with the flexibility and capacity to perform outbound collection calls, reminders, shipment (fulfillment) notifications and sales campaigns.


Atmosphere TRANSCRIPTIONS

Perfect For

• Pharmaceutical companies seeking to comply with quality assurance and quality control• Enterprises who need third-party verification on customers or clients that call into their

business offices

Key Features

• Escalation process

• Adverse event reporting

• Visual wavelength player

• Multi-lingual

• 98% accuracy due to live personnel

• Hourly or daily data submissions to client

Use Case – Pfizer

• 76 brands

• 100k records per month transcribed

• Allows Pfizer to deliver call data more efficiently and helps avoid claims of liability

• Provides hard data Pfizer can utilize during advisory board meetings or FDA meetings


Atmosphere SCRIPTING

Perfect For

• Call centers and Enterprises who want to increase sales in the Direct Response world

Key Features

• Media Sourcing

• Ability to schedule media sourcing changes, file extractions and reporting

• Alert Notification based on schedule extractions

• Multi-tenant and system agnostic

• SKU management

• Order management

• Visual interface

Competitive Advantages

• No need for programming knowledge

• Customizable screen format by script and by individual page

• Tracking of changes and ability to revert to previous script changes

• Import capabilities for large SKU set ups


Atmosphere ROADMAP

Skype for Business IntegrationSalesforce Sales/Service Cloud IntegrationMultichannel: EmailCisco Spark IntegrationContinued Key CRM IntegrationsSocial Media Monitoring


Questions?

If you have any further questions on our Atmosphere products please contact:

Pat Wright IntelePeerCell 303.881.7764Email [email protected]

mailto:[email protected]


THANK YOU!

intele peer atmosphere services overview

Technology