One of the specialties of Resurrection Web Design is Telephony. This might sound abstract, but let's paint a picture of what it means before you discount it as something you aren't interested in.

Let's say you have a website, and you want your logged-in customers to be able to click a little telephone icon by a product or service, and have them receive a call immediately from the next available operator?

Or what if you're experiencing a heavy load of calls, and you want to be able to answer the calls in the order that they're coming in. Wouldn't it be nice if your customers wouldn't have to wait on hold, but your telephone system would call them back when it is their turn? That way they can keep on working and they won't lose their place in the hold queue.

Those are two very practical examples, but what about a more seamless solution? What if you have a law firm, a doctor's office, or a marketing firm? Sometimes you need things to be more streamlined, right? It helps keep everything more efficient, takes care of down-time, and can help things from falling through the cracks.

Here is an example of what we can do for you

Scenario

You own a law firm, and you have multiple clients, some of whom have multiple cases at the same time, and you have many different individuals working for you. You use PeachTree for your accounting, and you need to keep track of the time spent on the phone, and for what reason the call came in.

Previous workflow

1. Call comes in
2. Someone answers the phone
3. Write down the time (if the phone doesn't say how long the call lasted)
4. Write down client name
5. Write down reason for call.
6. Find out the information for them (court dates, fees, find faxes they need)
7. Put them on hold
8. Get said information
9. Take them off hold, exchange information or transfer them to their attorney.
10. Write down duration of call (or end time)
11. Summarize call
12. Open up PeachTree / pull up client in PeachTree
13. Add the information to their records.

That's pretty simple, right? A pretty normal process for a majority of businesses.

Our workflow

1. Call comes in
2. PeachTree looks up phone number, prepares client information.
3. Someone answers the phone
4. A little pop up in the corner asks "Do you wish to show client information?
5. Operator clicks 'Yes'
6. That client's information is opened in a web browser, showing up coming events (court dates, meetings, etc), current balance, has digital copies of court papers, faxes, and links to previous phone calls (every call is recorded with our systems, if you wish), and a history of "Client Interaction", meaning the last times they called, why, and duration
7. Client asks for information, and it is immediately available for them (emails, faxes, and phone calls can all be initiated through the website), or client is sent to attorney
8. When the call is completed, a new entry is automatically added to the client, the only thing needed is the summary of the call. PeachTree is automatically updated, call length is automatically recorded.

Our workflow is much more streamlined. You don't have to have PeachTree opened at all, as we can work directly with it. This can all be done within the browser. We can even forward the phone calls to cell phones, so that you can work from home.

But here's the other beautiful part of it, we can set it up so that the clients themselves can log into the website, and see information relative to themselves, so they won't even need to call you up. This can help keep costs down for them, and minimize distractions, so that you can focus better.

With our telephony solutions, all faxes are automatically digitized and can be easily associated with clients, making maintaining client information much easier.

SMS / Text Messaging

SMS Gateways are also available. An SMS is a fancy term for a Text Message. Resurrection Web Design's website itself uses SMS / Text message integration in a pretty innovative way. As stated in other places, the beauty of Resurrection Web Design's own site is on the authenticated area for clients. The SMS aspect is tied to our ticketing system, specifically trouble tickets that are labeled with a "Critical" priority. When a client submits one of those trouble tickets, they are given a warning, letting them know that they will incur a charge for this type of ticket, since it means that I will be pulled off of what I am currently doing, to work on their site. When they say "Okay", I immediately get a text message on my cell phone and get to work on solving their problem.

Other SMS applications are available, however they are highly custom. Applications such as:

• Controlling the lighting within a building via text message (or iPhone / Android) application.
• Getting text messages upon the completion of specific events (backs up are finished, etc)
• Servers are down
• Calendar event reminders
• etc

Telephony interoperability is something which can be hugely implemented in most companies in ways that it typically is not. We can even give our customers the ability to bypass the phone menus of our corporation by giving them a directory listing, which, when they click on an employee name, it automatically dials that employee. Voice Menu's are great, however, they can also be incredibly annoying.

Telephony Systems and Technologies

We currently use the following Telephony Solutions in our work:

• FreeSWITCH
• Asterisk
• Elastix
• TrixBox

We have specialized consultants for our strategic VoIP solutions, who can answer any of the questions you may have.