Why You Need Hosting
For years, small and large call centers have been making capital expenditures purchasing, licensing, maintaining and upgrading their in-house technology solutions. In addition, hosting your own ACD/PBX solution requires in house expertise to manage the technology, as well as equipment to ensure redundancy, reliability and uptime.

If your company generates revenue by selling product, why should you develop expertise to manage technology? In the past, the answer was that outsourcing the technology cost too much. However, that’s no longer the case. In fact, total cost of ownership using a properly designed hosted solution will not only save money; ultimately, management can focus on core competencies, and not be forced travel tangentially along the communications technology path.

Focus on your business – on sales and customer relationships. Don’t waste time handling technology.

The Players
What sets us apart from the competition?

We’ve implemented similar systems in the past. Each time we’ve started from scratch, improving on results, learning from mistakes, and perfecting the product. Each iteration allowed us to view what we’d done with the 20/20 view of hindsight. Finally, we determined what would be needed to develop the ultimate solution – one that would not become obsolete, one that could grow with us, with our customers, and with our business.
You see, previous versions have required compromises because of technological limitations, cost concerns, as well as the fact that marketing and sales departments were involved in engineering decisions from the beginning.

Technology today has obviated many compromises of the past. There is nothing that we wanted to include in this platform that was not available. Economic concerns did not come into play in the design or implementation.

The greatest advantage we had was the ability to let the engineers design based on a functional model, as opposed to a marketing model. This does not mean that sales and marketing will hate the product. In fact, because we were able to concentrate solely on the platform, topography, system layout and intelligence engines, we find modifications to suit requested customizations to be much easier. So instead of building ‘neat fluff’ into the heart of the platform, we can add anything to the final product – look and feel, private labeling, call control, new features, new subsystems, reports, data – with incredible ease.

Example: Loading Records

Carrier Grade System Architecture
Our primary goal is uptime – to that end:
No matter how nice a product is, how impressive the demos are, how many neat features it has, if the system can’t answer your calls, it’s worthless. That’s why before anything else, we designed, configured and built for uptime.

The Intelegen platform requires 4 subsystems for operation. These are

• The Intelegen Server – the call routing engine
• Telephony Substrate - the hardware to take and make calls
• The Intelegen Database
• Web Services System

Each subsystem has been highly optimized for speed and efficiency, and each abstracts its input/output in such a way as to abstract the other parts to a very high level.

Each subsystem has been designed around a clustering model, and our implementation of the architecture takes advantage of this. While in theory the entire platform with all the subsystems could run on one individual machine, we have at least three instances of each subsystem running on independent hardware, using either a round-robin failover or clustering methodology. Not only is each component running multiple times – most machines have other subsystems running in a standby mode for extra redundancy.

Equipment is housed in two ‘Tier One’ facilities which are miles apart. These facilities have redundant entry points for data and telephony.

Our telephony substrate is carrier and transport independent. Calls can come in or go out via TDM or VOIP through multiple carriers. Routing changes can be made on the fly, so that if a particular carrier is having issues, we point traffic elsewhere.

No matter how nice a product is, how impressive the demos are, how many neat features it has, if the system can’t answer your calls, it’s worthless. That’s why before anything else, we designed, configured and built for uptime.

Hierarchical Customer Model
Any deployment of Intelegen provides for multiple customer usage. However, allowing multiple customers to utilize a hosted service is an expected, standard feature. Intelegen extends this capability by offering a hierarchical model, where customers can have multiple customers, and users can have filtered access to features from their level and below.

For example, assume customer A is a call center utilizing Intelegen. Customer A has 3 of their own customers – A1, A2, and A3.

Executives and Managers working for Customer A can have access to all Customer A’s clients. Specific client managers within Customer A can be given access to supervisory functionality within A1, A2, or A3, or any combination of the three. Client A1 will be given access only to their relevant information, and will never see or know anything about A2 or A3. If A1 has two projects they are dealing with, they can split out their functionality into 2 sub-groups A1A and A1B. A1 management will be able to see both sub-projects, but their subordinates or clients can be given limited functionality access to A1A or A1B. And so on.

Ease of Use
The end user experience of Intelegen requires very little training. Agents new to CTI will find the interface intuitive. Experienced users often require only one or two phone calls to adapt to the system.

When we designed the interface, we decided not to require custom software to be loaded on client machines. Instead, we utilize a Flash based executable which allows for a very natural feel. Using flash, we have a high level of control over the presentation, as well as a very secure environment for the user.

View presentation of a user getting a phone call, etc.

Remote Monitoring
Managers, supervisors and customers can monitor the system from anywhere there is a computer or internet access. Depending on the level of functionality a login has, you can

• View current project statistics
• View current agent statistics
• View current or historical reports
• Listen to phone calls in real-time
• Barge in to phone calls in real-time
• Log out agents
• Lock out agents and supervisors
• Create, modify or remove campaigns, gates, skills and phone numbers.

In fact, as long as you have internet access and the right credentials, you can perform any supervisory task as if you were seated at the system console.

view call control flash presentation