Spectrum system
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This document provides a summary of progress and future directions for an emergency dispatch software system. It outlines recent and upcoming releases with new features like secure delivery apps, agent enhancements, skill-based call routing. The goals are to better utilize agents, improve quality, and gain new revenue streams. Future integrations with hospital systems and a mobile team collaboration app are discussed. It concludes with an in-progress report on new applications like ClientTell for outbound calling using soft switch technology.
Spectrum system
- 1. Progress and Future Directions *
- 2. * *R2-12 – October *R2-12 SP1 – January *R1-13 – March *R1-13 SP1 – in field testing
- 3. * *Secure Delivery Server and App *New Operator Report Formats *Break-Time *Averages per Hour *Auto-Create feature for Information Tables
- 4. * *Agent Enhancements *Enhanced Message Display Format
- 5. * *Agent Enhancements *Color-coded Answer Phrases *Call Status Enhancements *On-Call Contacts ‘Search’ Button *Hypertext Commands as Mnemonic Keys *Command Menu Enhancements *Information Table Viewer Enhancements *Scripting Enhancements for On-Call *New Speed Dial Command (‘T’) *24 other smaller enhancements and changes
- 6. * *SIP Softphone in Agent *Pop-up Dialer for Manual Dialing *20 smaller enhancements and changes
- 7. * *Secure Delivery – ‘Downfile when Notified’ *Enhancements to Call History Analysis *Expanded Billing and Holiday Schedules *Enhancements to the ‘Break’ Feature *Menu Enhancements *Caller Name from the PSTN *Enhanced Call Routing *16 other smaller enhancements and changes
- 8. * *Design Goals *Better utilize your highest expense item *Improve quality of service and reduce errors *Keep Clients *Gain new revenue streams
- 9. * *Reasons People Leave a Service *Too Many Rings (21%) *Inaccurate, Unclear or Poor Messages (20%) *Calls Placed on Hold for Too Long (18%) *Cost of Service (17%) *Rude or Abrupt Agents (8%) *4 of 5 Relate to Call Routing
- 10. * *Skill Level and Client Class Assignments ... *Control Initial Distribution of Call *Control Overflow to Other Operators *Allow Overflow based on Task-Interruption Impact
- 11. * 0 – Basic Messages with Automated Dispatch (if any) 1 – Short Messages with Simple Dispatch Instructions 2 – Short Messages with Multi-step Dispatch Instructions 3 – Commercial and Medical accounts requring more account knowledge and ability to make judgement calls 4 – Complex Commercial and Medical accounts with Decision Trees, Tables and need to make judgement calls 5 - CSR Agents that have high level skills in turning complaints into sales
- 12. * 6 – High Level Ops doing On-Call, Account Changes, etc., but backing up other Agents 7 – Supervisor available for backup 8 – Bookkeeping and Accounting 9 – Front Office HR, Payroll, etc. with complex tasks and long recovery time after interruption.
- 13. * *Low cost Agents used for simple accounts *Agents only get calls they are trained for – less mistakes *Overflows handle peaks with minimal disruptions *You can pick which accounts overflow and how far *In short: *Better utilization of the highest expense item of your service, *while improving quality and reducing errors
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- 15. * *Changes Initial Priority during Emergency Mode *Allows ability to charge more for Higher Priority
- 16. * *Enhanced ‘After-Dial’ command *Supports Digital Paging with less operator time *Remote Receptionist Applications *Enhanced ‘X’ Hypertext command *Designate Message List and Retry options *Secure Delivery Enhancements *Customized Notification Text *Auto-Purge of Messages *New Account Totals Fields *‘Inbound’ Standby Time *‘Outbound’ Standby Time *Beep in the Ear When a Call is Available
- 17. * *Secure Delivery App in Online Stores *Expand Technology into New Applications *Mobile Team Collaboration *Eg. Hospice Nurses or Occupational Therapists *Eg. Emergency Response *Remote Receptionist *Intra-Call Communications
- 18. * *Integration of miSecureMessages into SDM/SDS *Hosted Solution by Amtelco *Strong HIPAA/HITECH Compliance *Native Apps in App Stores *No changes to Dispatch Procedures *Same Hypertext Commands access both *Clients can use MSM, SDS or both
- 19. * *HL7 *Real-Time Hospital Interface *IS Web Scripting *Advanced Scripting Capability
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- 24. * *TechHelper *Web access to Manuals *Web access to Knowledge Base *Software Source Control *Offsite Backup of Production Software
- 26. * *In-progress at Telescan since 3rd Quarter 2011 *Now a TEAM Effort *Amtelco brings several years of R&D into the project *We have three Developers full-time on the project with a 4th to be added soon *Focus is on completing Prism II and ClientTell
- 27. * *Prism II *Next Generation Prism *ClientTell *Outbound Application System
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- 30. * *Outbound Application using Soft Switch Technology *Appointment Reminders *Confirmation/Cancellation/Rescheduling *Daily Reporting *Tight Integration with Spectrum Appointment Scheduler *Allows Import of ‘Call Lists’ via Excel *Custom Import Modules can be added
- 31. * *Highly Configurable *Redial attempts, time between attempts *Caller ID options *Choice of any installed SAPI 5.0 TTS Voices *Configurable Billing Reports