MyCalls

MyCalls is a unique range in introducing the concept of phone-user performance measurement to business users. The core application is bundled in free of charge for 12 months for every Aspire user. For businesses with a cost measurement requirement for both single site and multisite, there is MyCalls Call Manager and MyCalls Enterprise. With these core applications, any business will be able to provide answers to what was previously a ‘black art’.

• How many calls received

• How many calls abandoned

• How many calls received

• How many calls waiting to be answered

• How many calls made

• How many staff available to answer calls

• Conversation length etc., etc.

MyCalls Call Centre

More than any other area of the business that requires phone monitoring is the call centre. To deliver tangible service, results need to be monitored. Providing real-time information onto PC screens and LCD Wallboards, MyCalls Call Centre works in conjunction with the Aspire Call Centre business. Supporting up to 64 ACD Groups and multiple supervisors, the overall package brings enterpriselevel features to the SMB business. Incorporating skillbased routing, multiple call queues, look-back routing, super group working fully integrated with voice mail, recorded announcement devices (RADs), remote agents and networked call centres, Aspire MyCalls Call Centre is a powerful call-handling solution for today’s business.

MyCalls Agent Control

MyCalls Agent Control allows the supervisor to make immediate changes to the agents that are available to take calls on ACD queues during those very busy periods. This reduces the likelihood of abandoned calls and maintains high service levels. The software enables the supervisor to control the availability of staff. For example, a supervisor can make available any agent to take calls that has gone unavailable, or has left the phone off the hook. MyCalls Agent Control can enhance the Aspire ACD routing system by dynamically making the most appropriate agents available to take calls by using its skills-based decision system, known also as skillsbased routing.

MyCall Recorde

MyCalls Recorder is a new addition to the MyCalls applications suite. It introduces for the first time a comprehensive conversation recording solution at an affordable price. Monitoring up to 60 ISDN lines, MyCalls Recorder provides both trunk line and extension user monitoring in real-time with a comprehensive record archiving application. Recorder is an ideal solution for any business that needs to keep conversation transcripts on file. It is ideal for GPs, legal practices, consultants – in fact any business that provides information over the phone.

MyVision

NEC’s latest screen-pop application ‘telephony enables’ business applications to allow information held in a business database to be displayed before the call is answered. It is ideal for service or customer help groups. The basic feature is called screen popping and can be customised to pop most types of business data. A typical customised application is to display customer payment history to sales order desk staff thereby allowing credit control staff to resolve outstanding debts. MyVision works out of the box for Microsoft Outlook, Lotus Notes, Goldmine, ACT!, and Microsoft CRM. Additional integrations are being added regularly.