DATAPULSE
Intuition 1000
Screen-Based Console for Nortel CS1000
First impressions count. Which is why it makes commercial
sense to give your switchboard operators the best possible
tools for professional and efficient call handling.
Intuition 1000 combines advanced call handling features and
presence information with your company directory to ensure that
every customer, supplier and business associate receives
consistently prompt and professional service.
IMPROVE CUSTOMER SERVICE &
CALL-HANDLING EFFICIENCY
THE POWER OF AN IP SOLUTION
“Our new operator
consoles from
Intuition 1000 provides a truely
distributed operator centre by
Intuition 1000 makes a positive
difference to the speed, quality and
ease with which calls are answered
and transferred.
Datapulse have hugely
improved the way we
interact with our local
residents and have
made our operators
working day more
productive and more
fulfilling. We are now
dealing with calls from
our 142,000 residents in
record time.”
allowing operators to be located
anywhere on the corporate network.
Where office space is limited or local
staffing costs are high, this can be a
huge saving on resources. Your
operators will also benefit by being
able to work away from a noisy
operator centre environment which
can improve morale and productivity.
High performance software with
enables operators to respond with
accurate, up-to-date information, and
even greet regular callers personally.
As a result, individual calls are
processed faster, and higher call
volumes can be handled
DISASTER RECOVERY
successfully, without compromising
service standards.
Lost calls means lost revenue and
poor customer satisfaction. With
Intuition, should one site be lost,
operators can simply login from
another site and take calls as
normal. This means if part of the
network fails, business can continue,
minimising disruption and ensuring
calls are not lost.
Advanced directory look-up facilities
and a range of optional
Bob Laird, Principal
Administration Officer at
Dundee City Council
enhancements, providing links to
corporate databases, phone status,
contact notes and calendars, make
Intuition 1000 one of the most
productive systems in its class and a
valuable customer service tool.
Screen-Based Console for Nortel’s CS1000
THE BENEFITS ADD UP
CLEAR, INTUITIVE, EASY TO USE
INTEGRATED PRESENCE
J Fast, precise answering and
Intuition’s clear, Windows-based
layout is so easy to use that
When the operator performs a search
a status icon or ‘busy lamp field’ is
displayed indicating the status of the
extension so that the operator can
see if the person is on the phone or
able to take the call. Alternatively,
Intuition integrates with Microsoft
Office Communications Server which
indicates a person’s presence status
next to their name in the console
database.
efficient call transfer
operators become proficient very
quickly, reducing training time.
Intuition clearly displays how many
callers are in the queue and warns
when thresholds are exceeded, so
corrective action can be taken before
business is adversely impacted.
J Operators can pre-record their
own messages for consistent and
accurate greeting of all calls
J Call handling times are shortened
and higher volumes of calls are
processed, improving service
J Improve call transfer success by
An operator is instantly alerted to an
incoming call by a screen pop-up and
screen prompts then guide the
operator how to answer the call
according to its source and the
number dialed.
checking staff availablility
This live presence information means
operators can choose the best
method in which to contact a person
and deal with the call to ensure the
transfer is successful. If the contact is
out of the office the operator can
select the mobile icon to transfer to
their mobile or transfer the caller to
an available person from the same
department.
J Choice of greeting according to
incoming call identity key or time
of day
J Alternative searches and contacts
ensure callers are always
connected to the most appropriate
person to assist them
LOCATE THE RIGHT CONTACT,
FIRST TIME, EVERYTIME
J Minimal training is needed for
even temporary operators to
become proficient
By typing just a few letters of a first
name or last name, Intuition starts a
speed search that will bring up
closest matches within 1-2 seconds,
cutting caller waiting times
Operators can also check a person's
calendar to see when they are free,
or choose to send an email or Instant
Message from the console to the
contact to advise them that a call is
waiting or the callers details so that
they can return the call.
J Combine call handling with office
applications improving operator
productivity and desk space
dramatically. This directory of
contacts can be integrated with
existing databases, increasing the
search criteria and ensuring that data
is consistent and up-to-date across
the organisation.
J Assess call patterns and staffing
requirements
J Flexibility to answer calls in order
Embedding these tools into the
console removes the need to swap
applications and keep the caller on
hold, which improves productivity
whilst allowing operators to be more
responsive to callers and staff.
of priority
Operators can also search
J Provide VIP service to valued
customers with Do-not-Disturb and
Alarm Call features
customised web-pages containing
organisational information and click-
to-dial links which enable them to
respond quickly to enquiries and
build customer confidence.
J Save costs and prevent misuse
by restricting phone permission
J
All Datapulse applications are certified as Nortel
Compatible Products and are scalable with a simple
upgrade path to IP. Our portfolio includes:
J
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Workforce Management to increase productivity and profits
through effective management of call flow and staffing
Voice Activated Directory provides access to colleagues
and customers by calling one number and saying a name
J
J
The Intuition suite of operator console software for
efficient, professional call handling and excellent service
Call Recording designed exclusively for Nortel switches
and the only solution available that can record both TDM
and IP in the same environment
Fixed and mobile call logging, costing and management
and reporting over the web. Both CPE and hosted
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Interactive applications for Nortel’s IP phones
Click-to-dial from any desktop application or file
J
Database and directory integration that ensures
information held across an organisation is consistent and
up-to-date
J
J
J
Datapulse supplies the widest range of Nortel compatible
products of any Nortel Distributor Partner
J
J
Our customer base includes 90% of the UK FTSE 100
Datapulse solutions are backed by local consultancy,
installation, training and support services
Over 25 years experience developing communication
solutions that enhance Nortel platforms
J
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Datapulse is Nortel’s applications partner of choice
Datapulse applications are supplied exclusively through
Nortel channel partners across Europe, the Middle East,
Africa, Australasia and the United States.
Datapulse is a Microsoft Gold Partner with Unified
Communications Specialisation
Screen-Based Console for Nortel’s CS1000
VISUALLY IMPAIRED CONSOLE
NORTEL COMPATIBLE PRODUCT
"We have been
extremely impressed Intuition has a range of features for
Designed exclusively for use with
Nortel’s Communication Server 1000
and IP enabled Meridian, Intuition
1000 has been certified with
vision impaired or blind operators.
with the solution, project
ZoomText enlarges on-screen text
management and
support that Datapulse
and enhances colour, pointers and
cursers. ScreenReader reads out the
Compatible Product Status by Nortel
on these switches.
has provided. The
text on the screen, with options for
solution is exactly what volume and speed. Intuition is also
Intuition is backed by Datapulse’s full
range of professional services
including consultancy, installation,
training and support.
compatible with JAWS technology
we were looking for to
which speaks information that
ensure that our
switchboard and
appears on-screen and can also
display this information in Braille
reception support call
when used with refreshable Braille
management and displays.
For more information about
reporting systems
across the business."
Datapulse products and services call
Sales on 0870 442 4425 email us on
[email protected] or log on to
STANDALONE, NETWORKED OR
MULTISITE OPERATOR CENTRES
Jeni Burton, Head Operator
Whether your business requires one
for Mediaedge:cia
operator on a standalone system or
several operator centres on a
network of switches located over
multiple sites, Intuition is scalable to
your current and future requirements.
Intuitions simple structure means it is
very easy to install, upgrade and
maintain, with minimal disruption.
DATAPULSE
Datapulse Ltd.
Progression House, Turnhams Green Park, Pincents Lane, Tilehurst, Reading, Berkshire, UK RG31 4UH T:+44 (0)870 442 4421 E:[email protected] W:www.datapulse.com
© 2008 Datapulse Ltd. All trademarks are the copyright of their respective owners and their use is acknowledged and recognised. All details are subject to change without notice as part of Datapulse's continuous improvement plan.
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