TeleVantage Contact Center - Make your agents more productive, callers more satisfied, and know exactly how your contact center is performing at any time the with this world-class ACD solution.

TeleVantage Conference Manager - Easily configure an unlimited number of professional sounding meet-me conference rooms supporting from 3 to 60 parties per room.

TeleVantage Enterprise Manager - Unite employees across an entire organization seamlessly, so they can communicate as if they were located in the same building with a single telephone and voice mail system.

TeleVantage Small Office Edition - Bundles the powerful TeleVantage business phone system with industry standard hardware and full featured telephones for the most cost-effective, feature-rich offering of its class.

TeleVantage Add-on Solutions - Extend your phone system or contact center with powerful new capabilities.

Take a tour now! Learn more about TeleVantage, our award-winning phone system!

Contact us today at 407-699-2108 to learn how a Vertical solution can enhance your business.
 

Contact Center

Comprehensive Call Management at a Fraction of What You'd Expect to Pay
Whether your agents are taking orders or helping customers, your contact center's performance is critical to your reputation and is often the most important factor in achieving your growth and profitability goals. The TeleVantage Contact Center gives management the software technology solution they need to make agents more productive and callers more satisfied.

Connect Callers Quickly to the Right Agent with Skills-Based Routing
Sophisticated and flexible skills-based routing helps callers reach the queue and quickly connect to the right agent for the job. Customers are allowed to distribute calls with various skill requirements to the agent with the best matching skill. Skills are a powerful way to maximize contact center resources and customer satisfaction at the same time, by making sure calls go to the agents who are best equipped to handle them.

You can make a queue accessible by an extension, DID, auto attendant, or dial-by-name directory. Even send callers to a queue in another branch office or city using the built-in IP Gateway support.

Once calls reach the queue, you have full control over how they're distributed to agents. Send calls to the agent who has handled the fewest calls, the agent who has been idle the longest, the agent with the shortest talk time, or your best agents first. Other options include ringing all agents' phones simultaneously and round robin. Give important callers higher priority so that they move closer to the head of the queue and reach an agent sooner.

Enhance the On-Hold Experience
Successful contact center management know that customers start to form opinions about the quality of the company before they even speak to an agent. With the TeleVantage Contact Center, you can delight your customers by playing personalized prompts to identified VIPs or those who enter a customer number. Flexible prompts can change over time as callers wait, relating how many calls are ahead of them in the queue, what the estimated wait time is, or any other custom message you record.

Coach and Monitor Agents for Best Results
TeleVantage Contact Center has the flexibility to let you give each agent the guidance he or she needs. Supervisors can observe multiple stations and optimize agents' time and availability in real time, and silently monitor calls for training and quality assurance purposes. Any manager may also act as a "silent partner" to coach a new agent by staying on the phone with the agent but remaining inaudible to the caller. When required, the manager can join the call and assist the agent by talking to the customer directly. When you are not available for real-time monitoring, you can easily record calls for particular agents or queues for later analysis. Group agents by skill set and establish overflow agents to assist with particularly busy periods for a specific queue. Employee satisfaction and retention go up when entry-level workers don't get in over their heads and expert agents are challenged, not bored. Assign calls by degree of difficulty, so that only experienced agents get complicated calls. Wrap-up time between calls and agent permissions can be set for each queue or by agent to accommodate each agent's level of expertise.

Spot Trends in Queue and Agent Performance
Successfully managing a contact center involves continual data analysis to determine caller and agent trends and make adjustments. The TeleVantage Contact Center Reporter leverages Microsoft Excel to give managers over a dozen intuitive report-generating tools without the hassle of having to import or export information, manipulate or roll up data, or manually create charts. Point and click to run reports on individual agents, queues, inbound calls, outbound calls, wait times, talk times, call volumes, and many other facets of your contact center performance.

Single-Point Access to Create and Manage Queues
The TeleVantage Administrator provides a single unified interface to manage all aspects of contact center queues. Point and click to add and delete agents, set up and change supervisor permissions, record hold prompts, change queue routing, manage the queue's voice mail, take the queue offline, and more. You can manage agents efficiently by changing permissions for groups of agents at once, or set permissions and settings such as wrap-up time for individual agents as needed.

Integrate with Other Software
TeleVantage Contact Center makes integration of the contact center data with other corporate technology systems easy and inexpensive. TeleVantage Contact Center works with CRM applications to enable point-and-click dialing and screen-pops that work with contact databases. With the TeleVantage Contact Center, agents receive queue calls and easily see past transactions conversations so they are better prepared for calls and can handle them appropriately.

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Conference Manager

Scalable, Low-Cost Conferencing
TeleVantage Conference Manager is a powerful tool for creating automated, professional conference calls. With TeleVantage Conference Manager, you never need to manually create a conference. Callers to an extension are automatically welcomed and added to the conference bridge of their choice - plus you can have TeleVantage Conference Manager automatically place invitation calls to a list of people and add them to the conference. Virtual conference "rooms" let you conduct multiple conference calls simultaneously. Prompt calls for a particular conference room or automatically add them to a room based on the number dialed. Optionally configure password entry on a room-by-room basis, and even create moderated conferences that automatically mute all callers other than the moderator. Depending on your hardware configuration, TeleVantage Conference Manager can manage conference calls as large as 60 parties.

Teleconferences Have Never Been Easier to Arrange
The graphical TeleVantage Conference Room Administrator lets you schedule conference calls in advance, creating rooms that become available at a certain date and for a certain duration. Alternately, create conference rooms that are available all the time for on-the-fly conferences. An unlimited number of conference rooms can be created and the number of simultaneous conference calls are only limited by your hardware configuration. You can install the TeleVantage Conference Room Administrator on any PC that has a TeleVantage Client, so you can manage conference rooms from anywhere on the network.

TeleVantage Conference Manager works seamlessly with TeleVantage. You can view and manage conference calls in the TeleVantage Call Monitor, and use the TeleVantage Call Log to keep track of who was in a conference and for how long. Expand TeleVantage Conference Manager using the TeleVantage SDK, with custom programs that can place callers in particular conference rooms and control whether they are muted or not. TeleVantage Conference Manager provides sophisticated, high-quality conference calls that increase communication and enhance your business' image.

Specifications:

• Conference up to 60 parties and have an unlimited number of conference rooms (depending on available hardware conference resources).
• Conduct multiple conference calls simultaneously in different conference "rooms".
• Automatically route callers to a particular conference room, or verbally prompt them to enter a conference room's ID.
• Automatically place outbound invitation calls to a list of invitees and add them to a conference.
• Give moderators the choice of whether to call the invitation list when they join a conference.
• Schedule conference rooms to be available all the time or only on a certain date for a limited amount of time.
• Optionally require password entry to a conference.
• Create moderated conferences where only the moderator can speak and other callers are muted.
• Manage and view conference participants using the TeleVantage Call Monitor.
• See who was in a conference and for how long using the TeleVantage Call Log.
• Using the TeleVantage SDK, create programs that place callers in particular conference rooms and control their ability to participate.
• Announce how many participants are in conference as you enter a room.

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Enterprise Manager

Network Distributed, Multi-site Locations
TeleVantage Enterprise Manager is a powerful module that unites employees across an entire organization seamlessly, so they can communicate as if they were located in the same building with a single telephone system. Customers can connect to employees across the organization transparently without needing to know their location. Businesses can simplify management and reduce the administrative costs of their phone system. TeleVantage Enterprise Manager is an ideal solution for businesses that need to support communications among distributed, multi-site locations

Unified System
TeleVantage Enterprise Manager allows employees across an entire organization to communicate as if they were in the same building. TeleVantage Enterprise Manager presents a single extension list for all TeleVantage servers no matter where they are located geographically. Users simply dial an extension to reach any other user - no need to remember access codes to make calls to remote locations. With TeleVantage ViewPoint™, employees in one location can see the availability of their colleagues no matter where they are located. And TeleVantage Enterprise Manager transparently forwards voice messages across servers for delivery to each user's home inbox for easy retrieval. Routing and VIP rules are also distributed across all servers - no matter which TeleVantage Server initially takes the call - so important contacts and customers, as well as special call campaigns with PINs, are identified and handled appropriately.

Simplified Administration
TeleVantage Enterprise Manager facilitates multi-site organizations - supporting more TeleVantage servers and extensions, and eliminating repetitive manual administrative tasks. Utilizing a peer-to-peer architecture, Enterprise Manager automates the configuration and ongoing management tasks that keep all systems synchronized.

When you add a TeleVantage server to the network, TeleVantage Enterprise Manager creates all the required TeleVantage components automatically. Enterprise Manager informs each TeleVantage server of the presence of other servers and establishes connections between them, creating a uniform dial plan for users, queues, auto attendants, IVRs, and other desired extensions.

Additions, changes, and deletions are copied to all servers as changes are made. With a point and click, you can control which information is copied across the network, and which stays local to a specific server.

Benefits to Your Organization
Here are examples of how TeleVantage Enterprise Manager can benefit your business:

• Use ViewPoint to see hook state and status of a remote user just as if they were down the hall. This saves time and allows receptionists to best handle calls for remote users.
• Create company-wide distribution lists for voice mail and simultaneous ring group applications.
• Single-point access to create and manage your TeleVantage domain. Point and click to add or remove TeleVantage servers from the domain. With remote management software, perform administrative tasks for all of the TeleVantage servers in the domain from one location.
• Save administrative overhead. Dial plan changes and extension moves, adds, and changes are automatically propagated throughout the domain. Control when updates are processed to maintain peak TeleVantage server performance.
• Enable offices to continue to function even if intra-office networks are interrupted, or if an individual location loses power.
• Camp on busy remote extensions just as if they were local.
• Create centralized IVR applications that are accessed by callers that call into any office.

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Small Office Edition

A complete turnkey office phone system for small businesses.
TeleVantage Small Office Edition bundles a powerful business phone system with industry standard hardware and full featured telephones for the most cost-effective, feature-rich offering of its class.

This offering enables small businesses to reap the strategic benefits associated with an advanced business communication solution.

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