STARTEL CORPORATION

Connecting to a world of possibilities!

Here's proven Startel performance you can trust. The STARTEL 5700 includes a self-contained integrated ACD Digital Switch, which performs the following key switching functions:

Accepts incoming calls from the central office
Switches or routs incoming calls to live agents, generic automated answer, PAA, or voicemail
Initiates outgoing calls via local or long-distance lines

The 5700 easily connects DID, Loop, T-1, ISDN and VoIP. And it supports up to 120 agents, providing non-blocking trunking for up to 348 trunks. You get the added versatility of configuring and defining selective ring times for external calls as well as internal agents. You can also combine silos of vital information in a customizable platform that meets each call center's specific requirements.

Other advanced features include:
True ACD Functionality — Handles a large volume of incoming calls efficiently for precise call routing control.

1 Number Concept — Forwards all client phone numbers to a single number to avoid the cost of additional DID numbers.

ACD Call STATS Exporting — Lets you export statistics for specific time periods to comma delimited files that can be imported for analysis into data handling applications like Microsoft Excel, Microsoft Access, and Microsoft FoxPro.

Agent Monitoring — Vital for training and agent performance evaluations, this lets supervisors monitor calls of other agents.

Progressive Call Return — A value-added service feature that lets agents patch a client to multiple calls in a sequential manner for client hands-free dialing.

Remote Agents — Gives remote agents all the functionality enjoyed by agents in the office—anywhere, anytime—simply by connecting to the system via private voice line and modem link.

Service Quality Monitor (SQM) — Provides customizable alerts to management when the system and/or agents exceed specific selected standards.

Skill Based Routing — Allows specific types of accounts—like Spanish Speaking or New Hires—to be answered by specific agents.

Harnessing intelligence to empower today’s call centers.

A major pioneering innovation, Startel’s Windows-based Call Management Center features new "Intelligent Form Routing," which provides the most advanced scripting functionality ever introduced. Available in both the Message and IntelliForm environment, Startel’s revolutionary CMC supports both menu and response-based prompt routing to accommodate even the most complex accounts with the utmost speed and efficiency. The CMC fully exploits the power of a relational database and comprises Startel's Central Processing Server, Intelligent Dispatching Server, Switch Communication Link, Administrative Controls and Agent Interface.

Key CMC features include an IntelliForms Module that combines Intelligent Form Routing with If, If, If (Conditional) Logic and total math database processing formulas to accommodate any client requirement. Also included is Intelligent Dispatching, which allows time-sensitive automatic dispatch scripts to be defined per client with multiple dispatching methods and steps that inherently know when the message is filed! After the call is taken, a single keystroke can dispatch the message the right way every time, eliminating costly dispatch errors.

And recently added was IntelliSpeller, a comprehensive spell-check solution automatically that spell checks individual lines of messages for agent entries. IntelliSpeller is also enabled throughout administrative areas for spell checking during account setup, eliminating errors before they appear in a client account.

Startel's CMC interfaces with Startel's 5700 ACD Digital Switch and Startel's Digital Bank. The system was designed from the ground up with truly extraordinary flexibility and functionality--including a fully redundant platform in hot standby mode! And when you start with Startel, you don’t have to start over. Upgrading to the new CMC platform is easy, thanks to our migration utility!

Harnessing intelligence to empower today’s call centers.

Unsurpassed Performance-Packed Platform!

Elevating messaging and initial data capturing to a whole new level, Startel’s Central Processing System is one of the most cost-effective platforms on the market. It combines exceptional hardware/software flexibility and functionality, including the ability to run a redundant platform in hot standby mode. The system easily interfaces with the 5700 Digital Switch and Startel's Digital Bank, innovations that have enabled call centers worldwide to capture and manage messages for clients with the utmost ease and speed.

Major components of the CPS include a Transaction Processor, Dispatch Server, Switch Communication Link, Administrative Controls, and Agent Interface. Best of all, you get tomorrow’s technology today, with next-generation features like Intelligent Form Routing, which delivers the most advanced scripting functionality on the market.

Versatile Call Processing!

Designed to add both efficiency and operations economy, Startel’s Data Processor provides the following enterprise-wide benefits:

The 25th Status Line—Lets agents see if there is a call in queue, call waiting, or if an agent is in or out of rotation or on mute.

Actions—Defines system- and client-specific activities. Reminders notify agents of unfinished events, to perform an activity, or to dispatch Messages via fax, email or alpha paging. Actions may be set as daily, weekly, or monthly automatic functions.

Alphanumeric Paging—Sends sequentially numbered pages (not by account number) to easily track each alpha page for quick verification of the receipt of pages.

Call Status Box—Lets agents see the type of call presented (like hold, fresh, transfer, voicemail, etc).

If Field—Lets agents enter temporary "on-the-fly" instructions "if” a particular caller should call. Information is dated and time-stamped, and agent initials are recorded.

Split Groups—Separates calls into groups based on similar attributes for efficient call processing. Sets up to 64 different priority levels per group and up to 62 different attributes to meet any customer requirements.

Trunk Offsets—Allows incoming client identification numbers to be changed to another number on a trunk-by-trunk basis.

Unlimited Patching—Allows cross connecting a call to another call from any agent station connected to the system.

Message Slip/Templates—Lets you tailor Message Forms to any client. Forms are displayed along with permanent account information, and not hidden from view while an agent is taking a Message. System Message Forms may be easily created, stored and copied.

Order Entry II— Lets you create, delete, and print custom-designed layouts for orders forms, survey information or extended Message Forms, and more. Zip codes, city and state are automatically imported. OE II can also validate major credit cards.

Speed Dialing—Allows any number on the screen to be speed dialed (with only one keystroke) by displaying a list.

Special Functions—Stamps up to 24 special time stamps, system wide. Lets agent document any activity in the Message Form, and is recorded for billing purposes.

Incomplete Messages—Automatically tracks and displays all Messages not saved by the agent.

Information Exchange—Lets agents make choices within a scripted Q & A, based on a customer's responses. Filters content to give the agent information needed for a specific type of call. Calls progress more efficiently and the subscriber receives only the information that they need.

Joint Users/Sub Accounts—Easily accommodates complex accounts with multiple users having their own unique requirements and instructions.

Locate Field—Allows agents to enter temporary "on the fly" information or instructions, which are dated, time-stamped, initialed and recorded automatically.

Master Card—Provides a free-form Client Profile/Master Card information field, allowing each client's information to be unique. Client Profile may have its own "index" for quick access to specific information. Up to 99 pages of profile information. Client Profiles (and Message Forms) may be cloned to multiple accounts—ideal where the format of addresses or phone numbers is common to a number of accounts. Speeds account set up.

A wealth of information at your fingertips!

Whether you’re a telco, university, healthcare provider or TAS, you need fast, easy access to detailed information. Packed with time-saving high efficiency features to enhance any call center, Startel’s Workstation Module includes a virtual wish-list of functionalities, including:

Versatile Directory Options — Startel’s powerful database provides next-generation call center functionalities and efficiencies. Information is easily imported into the database, queried, and sorted, providing fast client updates from single or multiple directories. Up to 7,000 characters can be imported directly into the Message Slip. Most popular directories include:

Default Directories that contain records for a client's customers, colleagues, or contacts, or even a client's products/services.
Extension Directories, which usually contain a record for each person serviced by the account.
Caller ID Directories, which contain ANI & Caller name, etc., typically purchased by a client.
Sub Directories, which help divide large client directories into smaller ones so individuals can be grouped by departments, locations, etc.
Link Directories, which are typically used to link a column in a directory to a menu directory, allowing agents to quickly edit column values by choosing from a drop-down menu.

A Full Menu of Access Rights—Now you can easily assigns agents specific access rights, as well as varying access levels through either Default Access rights or Custom Access rights. Rights allow adding, editing, or deleting of information, as well as entire directories.