Telephones...

Andrew,

We are looking to integrate a new VOIP telephone system.  In doing the RFP for this system, we were asked many times for information about the Telephony API that the Tessitura Network provided to interact with the call center system.  I would like to see systems in place that would allow for stories like the following.

·         Andy an inbound call center agent is ready for the next call.  A call comes into vendor X’s VOIP system.  The phone number is available in the call data coming into our call center.  As the phone call starts ringing on Andy’s headset, the Tessitura system is informed that Andy will receive this call as the next available agent and automatically does a search for the phone number in the Tessitura database.  If the phone number exists once in our Tessitura database Andy’s copy of Tessitura will bring up the customers record.  If there are multiple customers in the database with that phone, number a list of possible customers will come up.  If no customer has the phone number of the number is restricted a search screen will come up in the system.  When the call from that customer is completed, Tessitura will receive over the API the end time.  Tessitura will also receive information about who all the customer talked to during the phone session.

·         Jay an outbound call center manager uses Tessitura Lists and Extractions to identify customers to be called about either ticket sales or donation opportunities.  This information is shipped through the telephone API to vendor X’s Call Center software.  The system starts calling folks and automatically records in Tessitura Failures and answers.  If a call is answered it is transferred to Andy the agent above with a customer summary screen presented and information provided by Jay on the reason for today’s call.

A bi-directional Telephony API for Tessitura would be a great addition.

--Tom Brown

Today we’re gathering information about constituent telephone numbers and how they are used in your business.  Thinking about constituent telephone numbers in your business…

What are some challenges that you have surrounding constituent phones today?

Are there trends you are seeing that could impact phone functionality in the future?

What do you like about telephone functionality in existing Tessitura? 

What would you like to see changed/improved about telephone functionality?

Any other thoughts about phones, your business, and Tessitura?

Keep in mind that this may be more than just thinking about the storage and retrieval of telephone numbers.  Try to think overall about how your business interacts with people via phone and how you might expect Next Gen to enable this interaction.

Thanks!

Andrew

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Andrew,

We are looking to integrate a new VOIP telephone system.  In doing the RFP for this system, we were asked many times for information about the Telephony API that the Tessitura Network provided to interact with the call center system.  I would like to see systems in place that would allow for stories like the following.

·         Andy an inbound call center agent is ready for the next call.  A call comes into vendor X’s VOIP system.  The phone number is available in the call data coming into our call center.  As the phone call starts ringing on Andy’s headset, the Tessitura system is informed that Andy will receive this call as the next available agent and automatically does a search for the phone number in the Tessitura database.  If the phone number exists once in our Tessitura database Andy’s copy of Tessitura will bring up the customers record.  If there are multiple customers in the database with that phone, number a list of possible customers will come up.  If no customer has the phone number of the number is restricted a search screen will come up in the system.  When the call from that customer is completed, Tessitura will receive over the API the end time.  Tessitura will also receive information about who all the customer talked to during the phone session.

·         Jay an outbound call center manager uses Tessitura Lists and Extractions to identify customers to be called about either ticket sales or donation opportunities.  This information is shipped through the telephone API to vendor X’s Call Center software.  The system starts calling folks and automatically records in Tessitura Failures and answers.  If a call is answered it is transferred to Andy the agent above with a customer summary screen presented and information provided by Jay on the reason for today’s call.

A bi-directional Telephony API for Tessitura would be a great addition.

--Tom Brown

Today we’re gathering information about constituent telephone numbers and how they are used in your business.  Thinking about constituent telephone numbers in your business…

What are some challenges that you have surrounding constituent phones today?

Are there trends you are seeing that could impact phone functionality in the future?

What do you like about telephone functionality in existing Tessitura? 

What would you like to see changed/improved about telephone functionality?

Any other thoughts about phones, your business, and Tessitura?

Keep in mind that this may be more than just thinking about the storage and retrieval of telephone numbers.  Try to think overall about how your business interacts with people via phone and how you might expect Next Gen to enable this interaction.

Thanks!

Andrew

You were sent this message automatically by www.tessituranetwork.com because you subscribed to the Tessitura Next Generation forum email notifications. You may reply to this message or visit the site to reply to the post above. If replying via email, please consider deleting the previous message text before sending to help with readability on the site. Thank you!