Computer Telephony Integration

State-of-the-art features. Sophisticated capacity.

Norstar Computer Telephony Integration offers your call center even greater capacity and more cutting-edge supervisory tools. CINPHONY supports from 30 agents and 80 phone lines to 80 agents and 120 phone lines.

In addition to the same powerful features offered by PRELUDE ACD, CINPHONY ACD gives you an array of astounding call center capabilities designed to speed productivity and impress callers. These include:

• Intelligent call routing
• Call categorization
• Emergency routing
• Ability to export ACD information to other popular software tools for specialized reporting
• Supervisory tools such as silent monitoring of agent calls, agent help key, and agent record call
• 16 Call Management reports available on the desktop via LAN-based server

Both Norstar PRELUDE and CINPHONY ACD Offer Exceptional Call Management

PRELUDE and CINPHONY ACD can revolutionize your call-handling ability by offering your call center:

High-Speed Automatic Call Distribution

Powered by our digital, state-of-the-art Norstar switch, these ACD systems let you process inbound calls with lightning speed and accuracy while maintaining the personal touch your customers want.

Scalabilty from 2 to 80 agents

Together with MINUET, PRELUDE and CINPHONY can organize and manage call distribution for as few as 2 agents to as many as 80 agents, 25 groups, and 120 lines. As your business grows, you can add ACD capacity with a simple software change. Plus, since they share a common interface, when you've learned how to use one, you've learned how to use both.

Advanced Call Routing and Handling

Skillset-based routing lets you send callers to the agent with the most experience, or automatically route VIP callers to special agents or departments. Or you can send callers to the agent who's been idle the longest -- it's your choice!

Cost-Effective Ownership

PRELUDE and CINPHONY have never been more cost-effective to own. Why? Because they can now run on the same Norstar Applications Module (NAM) with Norstar Voice Mail, Norstar IVR, or other Norstar applications. This leverages your investment in Norstar hardware, since you can add strong call center capabilities to your other applications with a simple software addition.

Tight Integration with Other Norstar Applications

Both PRELUDE and CINPHONY ACD work seamlessly with Norstar Voice Mail and Norstar Interactive Voice Response (IVR). Your callers can use Norstar Voice Mail's voice menus to reach information mailboxes, access fax-on-demand services, or leave a voice mail message. With IVR, your callers have the option to wait in queue or place their order via automated service anytime -- 24 hours a day.

Computer-Telephony Integration (CTI)

Both ACD systems can be integrated with Norstar computer-telephony integration and Calling Line ID services to deliver agent screen pops of incoming caller information. This reduces the amount of information your agents need to get from callers and dramatically cuts the length of the call. With ISDN BRI connectivity, the CLID information is delivered immediately, shaving at least 5 seconds off every call!

LAN-Based Reporting

With the latest release of PRELUDE or CINPHONY ACD, you get INFOCUS, a powerful information management tool that gives you real-time access to the information your call center processes every second. Your executives, supervisors, and agents can use a standard Internet browser to access call information anytime via a LAN-based server -- right from their PCs. With point-and-click ease, they can view and print reports, even administer and configure the system in real-time or schedule the changes for later.

Messaging and Mobility

PRELUDE and CINPHONY are also fully integrated with Norstar Desktop Messaging. Callers can phone, e-mail, or fax information to your business-and agents can access it all right from their desktop. Your agents and supervisors can also take calls on the move with the Norstar M7410 workspace mobility telephone. With the M7410, agents can move about the office, and still receive calls and information on the handset's display-- just as if they were at their desk.

And both systems have built in recorded announcements that let callers hear about your products and services-just in time to place an order when your agent answers!

CINPHONY's Superior Supervisory Tools

CINPHONY's built-in supervisory features include silent monitoring of agent calls, an agent help key that lets agents reach a supervisor instantly, and a real-time status display that lets supervisors know what's happening every second. With call categorization, agents can enter a category code that shows what type of call was handled. Then supervisors can see how many calls of a particular type are coming in.

Companies that need to record certain calls for agent training purposes appreciate CINPHONY'S agent record call feature. The agent simply presses a button to record the call, and the supervisor can play it back immediately.

CINPHONY offers 16 comprehensive management reports, including two new reports: An ACD Call Profile Summary that encapsulates all calls (including abandoned, disconnected, and transferred calls) by group for a specified time period; and the Line Profile Summary, a review of ACD system line usage.

With CINPHONY's advanced call handling capabilities, you can answer more calls with the same number of staff, help reduce abandoned calls, cut long-ringing and hold time, and improve customer service.

Powerful Technology To Help You Capture Every Call

In today's competitive market, you can't afford to miss a call. It's critical to capture every caller and every sale. Your Norstar system can supercharge your business with CINPHONY ACD. This powerful ACD package can boost agent productivity, improve customer service, cut operating costs, and allow you to increase revenues. And it can grow along with your business. Let us show you how.

Product Developer

Norstar MINUET, PRELUDE and CINPHONY ACD are products of Cintech Tele-Management of Cincinnati, Ohio. Since 1990, Cintech has delivered powerful software solutions to Norstar users especially designed to meet the needs of small business, departments, and branch offices.