| Business Problem
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Solaxis™
VoiceMail Solution |
Benefits |
- Highly skilled and expensive people are handling phone
calls that are not appropriate to them.
- Receptionist is overloaded and yet hiring another receptionist
is expensive and presents staffing issues.
- Calls are bottlenecked in queue waiting to be transferred.
Opportunities are sometimes lost in the shuffle.
- The receptionist is so busy with the phones that guests
are not being greeted well.
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Call Attendant(TM) |
- Increased productivity of specialized people who are
no longer handling calls that are inappropriate to them.
- Save on hiring a second receptionist.
- Calls get to the correct people or departments quickly,
improving customer service.
- Increased productivity of receptionist to greet guests.
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- Calls that should be handled immediately are instead going
to voicemail.
- Employees are fielding phone calls on issues that are
not appropriate to their job.
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Call Director(TM) |
- Subscribers can offer their callers options that may reduce
voicemail volume and associated backlog, and improve customer
service and support.
- Improved employee productivity.
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- Incoming calls may be distracting and less important
than a current activity.
- Callers with immediate concerns need to talk to people,
not to voicemail.
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Call Screening |
- Improved ability to prioritize; less important phone calls
do not distract from high priority activities.
- Important calls can be answered rather than going to
voicemail; overall response times will be improved due to
enhanced prioritization.
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- Getting calls remotely is unreliable, and ends up generating
more voicemail on multiple systems.
- Information is not flowing quickly, easily, and in a
timely manner; important, missed calls result in a loss
of opportunity.
- It is difficult to find people; callers can't reach employees
who are in and out of the office.
- The communications budget is already stretched and rising
cell phone costs are becoming a problem.
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Connection(TM) |
- Getting calls while on the road is easy and reliable,
with fewer calls going to voicemail and the ability to be
device independent.
- Because more calls reach the intended recipients rather
than going to voicemail, information moves more quickly
and less time is wasted with voicemails and in waiting for
information.
- Calls will reach people making them easier to find and
fewer calls go to voicemail, resulting in more satisfied
customers and more productive employees.
- Rising costs of cell phones can be avoided by using pagers
as "file cell phones".
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- Employees are difficult to reach or find when they are
away from their desk.
- Incoming calls and messages are piling up and not being
handled in a timely manner.
- Employee mobility is hampered and attention divided when
waiting for an important phone call, message, or fax.
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Notification |
- People become easier to find and fewer calls may go to
voicemail, even when employees are away from their desks.
- Improved knowledge of incoming calls and messages results
in quicker response times.
- Employees focus on tasks at hand without regard to location
or missing important calls, messages, or faxes.
- Leverages alternate devices that are inexpensive or already
in place with no impact to IS.
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- Multiple phone numbers for cell phones, pagers, faxes,
hotels and remote offices create confusion for callers.
- Business cards become out of date very quickly and are
expensive to replace.
- Calls, messages, pages, and faxes may be missed if a
number changes.
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Personal Solaxis™ VoiceMail Line |
- Subscribers need to remember only one number.
- Calls are routed appropriately regardless of the subscriber's
location or device.
- Business cards are "cleaner" and less confusing, requiring
fewer replacements.
- Calls, messages, pages and faxes will not be disrupted
or missed due to a change in numbers.
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- It is difficult to prioritize calls due to confusion regarding
time zones and the time a message was left.
- Calls are not returned in a timely manner.
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Custom Time Stamping |
- Response time improves due to clear and accurate reporting
of the time of incoming calls.
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- Getting corporate e-mail on the road can be difficult
due to firewalls; e-mail piles up.
- Maintaining remote access to corporate e-mail requires
the time and attention of IS.
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E-Mail Services |
- Corporate e-mail becomes easily available using any web
browser, reducing e-mail pile-up and improving its flow.
- Reduced IS costs.
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- The newly acquired voicemail system is already obsolete.
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External Messaging |
- Existing legacy equipment may be leveraged.
- There is no impact to IS budget to integrate or maintain
the Solaxis™ VoiceMail features.
- IS has no budget for new features.
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- Changing fax machine numbers is expensive because of the
cost of reprinting business cards and stationary.
- Faxes may be missed or lost due to device availability,
a pile-up of faxes at a single machine that causes confusion,
fax numbers changing frequently, fax machines being broken,
out of paper, low on toner, or due to inability to access
faxes while on the road
- Getting faxes from third party vendors at airports and
places like Kinko's is expensive and inconvenient.
- Faxes sit at a fax machine and may not be secure.
- Getting faxes on my computer requires IS time and support
for special software.
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Faxing Services |
- Faxes are immediately available via the web.
- The ability to view faxes online, print to an ordinary
printer or to direct to alternate fax machines may reduce
costs associated with receiving faxes.
- Faxes containing sensitive information can be directed
to an alternate machine or stored so that they don't sit
at a non-secure fax machine.
- Reduced IS costs.
- Changing fax machine numbers are easy to update in the
Solaxis™ VoiceMail account and invisible to people
who send faxes.
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- One or two saved voicemail greetings are not enough to
cover many situations.
- Creating greetings during critical times results in poor
quality of greetings.
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Greetings/Preview Greetings |
- Greetings are saved as part of "extensions". Up to 100
extensions may be created and saved, allowing greetings
enough to cover virtually every situation.
- "Extensions" may be created and saved under optimal conditions,
allowing the ability to create, preview, and save greetings
before activating them.
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- IS doesn't have the time or resources to answer questions
regarding the phone system.
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Help |
- Reduced IS costs because help is available, via phone,
Web, or Customer Service - 24 hours a day, 7 days a week,
365 days a year.
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- When checking messages, call-backs are time consuming.
- Phone numbers for call-backs are not available; employee
is at remote location, callers forget to leave return number
or number is unintelligible.
- Valuable mobile employees make calls from cell phones
while driving. Dialing long callback numbers can be dangerous.
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Instant Call Back |
- Calls may be returned more quickly with less time spent
looking up numbers and dialing.
- Improved ability to connect with callers as the call-back
number is available and likely to be correct.
- Calls can be returned with just 2 keystrokes, reducing
the risks while driving.
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- Calls are missed and/or lost due to busy or unanswered
phones, or devices that are unavailable.
- Calls that might have been handled are going to voicemail.
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Intelligent Routing |
- Busy or unanswered devices (dead cell phones, unattended
hotel phones, logged off computers) will not cause calls
to be lost or missed.
- Improved ability to connect calls with fewer calls going
to voicemail.
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- Incoming voicemail messages, and their associated revenue
opportunities, are being missed due to full voice mailboxes.
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Mailbox Monitor |
- Messages may be managed to ensure that new messages are
not missed due to full voice mailboxes.
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- Dialing frequently called numbers is time consuming.
- Frequently called numbers are not remembered or available
when the subscriber is away from a desk phone where they
are programmed as speed dial numbers.
- Setting up and using multiple speed dials on home, office,
and remote office phones is time consuming, difficult, and
confusing.
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Personal Speed Dial |
- Frequently dialed numbers may be reached with less dialing.
- Speed dial numbers are available from any phone.
- Speed dial numbers need only be set up once and will always
be used in the same fashion, regardless of the phone from
which they are dialed.
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- Interrupting voicemail messages to do callbacks results
in wasted time and effort repeatedly dialing in to the voicemail
system and having to skip through messages.
- When checking messages and doing call-backs from the
road, repeatedly initiating cellular or toll calls to voicemail
becomes expensive.
- Calls going to voicemail while checking and following
up on voicemail generates a vicious cycle that affects response
times
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Rebound |
- The ability to move in and out of voicemail while checking
messages reduces dialing, saves time, and may save money.
- Response times may be improved due to increased speed
of processing voicemail and fewer calls going to voicemail
while checking voicemail.
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- Calls are not reaching people and voicemail is piling
up
- When schedules change suddenly important calls get missed.
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Remote Call Forwarding |
- Calls may be forwarded to reach people, with few key presses
and from alternate devices.
- When used with the timer, there are fewer incidents of
forgetting to forward calls back to the correct location
so they can be answered or handled appropriately.
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- Calls go to voicemail when a person might have answered
them.
- Calls forwarded to a busy or unanswered number go to voicemail
rather than being forwarded to another line or device.
- Response times to voicemail are poor because there is
such a volume of voicemail.
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Sequential Dialing |
- Improved customer service as more calls get to people.
- When one device is busy or unanswered, calls may route
to another device, rather than being forced to a voice mailbox.
- Improved response times as fewer calls are going to voicemail.
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- Callers who just wanted to leave a message have to speak
with a person.
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Shortcut to Voicemail |
- Time is saved for the caller who only wants to leave a
message and for the subscriber who is not disturbed.
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- Voicemails may be lost or unaccounted for when multiple
voicemail systems are in use.
- Prioritizing call backs is time consuming and sometimes
inaccurate.
- Response times suffer as voicemail retrieval and processing
results in more calls going to voicemail, creating a cycle.
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Single Voice Mailbox |
- Voicemail goes to one place resulting in fewer missed
or waiting messages.
- Improved ability to prioritize call-backs.
- Improved handling and processing of voicemail may result
in less voicemail being generated.
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- Cost associated with toll calling is uncontrolled and
phones are abused.
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Toll Restriction |
- Improved control over resources and cost of doing business.
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- Information regarding calls and calling activity is not
readily available.
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View Call History |
- Information regarding calls and calling history is available
in a timely manner.
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- Toll calls that are billed to credit or calling cards
are expensive, require lots of dialing, and require access
to company cards.
- Accounting for employee phone calls from multiple cards
and accounts is difficult and confusing.
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Virtual Calling Card |
- Reduced cost and dialing inconvenience when placing toll
calls, including the elimination of the need to access company
credit or calling cards
- Increased efficiency in accounting for toll calls that
were billed to calling or credit cards.
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- Employees need access to voicemail without dependence
upon phones that may not be available (busy, dead batteries).
- Checking voicemail from the road is expensive due to
toll calls and/or high cellular phone bills.
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Voicemail Services |
- Voicemail is accessible from any phone or the web.
- Using the Web to check voicemail saves on toll calls
and cellular bills.
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- Forwarding calls is difficult and it always needs to happen
when employees are rushing to and from appointments.
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Weekly Schedule |
- Call forwarding for an entire week may be set up at one
time, in advance, to ensure that messages reflect real activities,
that calls are forwarded appropriately, and that the call
is handled in a professional manner.
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- Informing people of changed phone numbers is time consuming,
difficult, and expensive.
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Your Profile |
- You'll never miss calls, messages, faxes, e-mails, or
pages when you change any of your phone numbers. People
simply call yours one Solaxis™ number and reach you
on any phone you designate. It's easy to redirect a new
cell, office or home phone to your Solaxis™ number.
Call Customer Service or make a Profile change yourself
on the Web, 24 hours a day, 7 days a week, 365 days a year.
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