How in the World is the Cloud Going to Help Me Steve Pulley 8667392886 stevepulleyincontactcom What is Premise What is Cloud Technology Cloud Advantages Scalability Flexibility ID: 747682
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Cloud-Based ACD/IVR & PBX: What are the Advantages and Differences
How in the World is the Cloud Going to Help Me
Steve Pulley | 866.739.2886 | steve.pulley@incontact.comSlide2
What is PremiseSlide3Slide4
What is Cloud Technology?Slide5
Cloud Advantages
Scalability
Flexibility
Remote Agents
Reporting
Redundancy
Lower Up Front CostsSlide6
What is PBX
Private Telephony ExchangeSlide7
What does a PBX Do?
Puts on Phone on the Desk
Hardware phone or
Softphone
Provides Dial Tone
Extension Dialing
Voice Mail
Call Transfer
Conference Call
Company Directory
ReportingSlide8
What is ACD & IVR
Automatic Call Distribution
Interactive Voice ResponseSlide9
What does a ACD/IVR Do?
IVR is a Automated System
No live person answers the call
ACD Works with IVR to Route Calls
Delivers the call to the best skilled individual
Full Reporting
Average Answer Time
Abonnement Rate
Time in QueueSlide10
What does a ACD/IVR Do?
Agent Reporting
Real Time Availability
Time Spent on Different Activities
Delivers the call to the best skilled individual
Call Scripting
Remote CapabilitySlide11
Your
PBX
IACD/IVR
dials the Agents 10 digit DID or extension and the switch passes the call through to the phone
Supervisor
Reporting and management access to real time reports is via internet access to the inContact applicationSlide12
Over Lap
ACD/IVR
Call Recording
Reporting
VoIPSlide13
Brick & Mortar Option 1: TDM
PBXSlide14
Brick & Mortar Option 2: SIP
PBX
Internet
VoIPSlide15
Brick & Mortar Option 3: Hosted PBX
PBX
Hosted PBXSlide16
QUESTIONS?