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| Smith-Gardner’s MACS will link 3000
files using incoming call IDs Smith-Gardner & Associates MACS II software, responsible for placing new HP 3000s in places as prominent as Levenger, PC Zone and Lego America, will be getting a CTI (Computer Telephony Integration) module. SGA reported that the new module will provide a generic, cost-effective solution by functioning with all major telephone switches, and it expects to have the module ready for release by May. The new solution is notable for working with less costly hardware in conjunction with the HP 3000s hosting MACS II. The new solution will require an NT server and SGA’s middleware software to facilitate communications between the HP 3000 and telephone switches. A prior solution required a small HP 9000 Unix box and HP software (now no longer available) to facilitate the communications between the HP 3000 and the switches. In some other client cases, SGA was able to accommodate the functionality through other means, all costly and customized installs that the rest of the MACS customers couldn’t use. The module passes a caller’s Automatic Call Identification number to the HP 3000 and to the specific telephone service rep’s station. If the rep is at Namesearch, MACS will pick-up this information, find the customer in the database and display the customer that matches the telephone number. If no customer is found, MACS will put the rep into the customer maintenance screen to add the customer, and automatically fills in the phone number to the appropriate field. “This will cut down on call time, customer searching and duplicate customer accounts,” said Mary Saenz, telemarketing and ordering product manager. “A high percentage of your repeat customer order calls and virtually all of your customer service calls would get a direct hit because their phone number would have been previously loaded.” Copyright The 3000 NewsWire. All rights reserved |
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