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About HBCS . • More productive phone time for their agents, • Faster transactions, • Improved efficiency, • Savings in network and personnel costs, and • The ability to support future business growth. For more information on any of our products or services call us today. www.primas.net AVAYA PDS INTEGRATION WITH 3RD PARTY IVR Hospital Billing & Collection Service’s core competency is high quality, technologically advanced accounts receivable management services offered to not-for-profit hospitals nationwide. Operating from three primary locations, HBCS provides a comprehensive spectrum of services ranging from fully automated billing and account follow-up, to bad debt collections by their licensed agencies. Hospital Billing & Collection Service (HBCS) services 1.5 million accounts and has collections of approximately $1.2 billion per year. The Computer Telephony Integration (CTI) challenge for HBCS was to integrate the Avaya Predictive Dialing System (PDS), the Avaya S8700 switch, third party Interactive Voice Response (IVR) units, multiple databases, and desktop screen-pops. TO GO HERE Primas Delivers Productivity Enhancements for HBCS The Goal . HBSC approached Primas with the goal of integrating a disparate hardware and software environment in order to increase agent productivity, reduce operating costs, and improve their customer’s call center experience. The key to achieving this was the implementation of a solution that relieved the agents of the manual task of making out bound calls by utilizing the Avaya PDS dialer to connect with customers, collecting customer information via the IVR, and then passing that information via screen pop to the agents. The payback to HBCS, when this was accomplished, was: The Challenge The Solution Creation of a web services application that provided for the integration and management of the various contact center components. .primas.net How it Works For more information on any of our products or services call us today. www.primas.net AVAYA PDS INTEGRATION WITH 3RD PARTY IVR The integrated solution works by having the Avaya PDS place outbound calls. When a customer answers the phone, the call is presented to a virtual IVR agent, which is supported by an IVR port. The Primas Group, using the Mosaix Agent API (Moagent32.ddl) and a web application, developed a program that enables each IVR port to provide the following capabilities: The IVR offers the person being called the option to talk to an agent. If that person agrees, he is transferred, and the IVR notifies the Agent API application through a web service. Agents then receive a screen-pop with the desired information that meets HBCS’s customer service requirements. About Primas Primas provides call center system integration and custom application development for enterprise organizations. Founded in 1990, Primas is a leading call center vendor with Fortune 1000 partner relationships that include Avaya, Aspect Software, Envox, Intervoice, Microsoft, Genesys and others. Primas is also an Avaya DevConnect System Integrator partner. Primas has offices in California, Arizona and Montreal, which provide North America support. • Login and create a fixed connection to the PDS. • Attach and detach from campaigns. • Accept voice and data. • Close out calls within the dialer with a specific completion code. • Write customer data to the CenterVu CTI server. • Transfer to a VDN on the PBX with the caller's account number. • Sign in/off from the PDS. Contact: 888.4. PRIMAS 888.477.4627 www.primas.net
[ July 31, 2009, 10:35 AM: Message edited by: AVAYAPDSboard ]
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