Call Center

Conference service providers, also known as CSPs, are organizations that sell telephone conferencing, web conferencing, and other services to enterprises. CSPs use technology called conference bridges to connect callers together. Many bridge vendors, including Avaya®/Spectel®, Compunetix®, Polycom®/Voyant®, and others include built-in recording capabilities in their bridges. Most allow their customers to customize the call flow that caller's experience, and many even support limited outgoing call capabilities. However, bridge vendors understandably focus their efforts on conferencing rather than these features, and as a result, many CSPs are left with poorly implemented, low-feature, limited implementations of these features.

Callfinity's products for conference service providers address these deficiencies in traditional bridging equipment. For example, while many bridges can record calls, storing these recordings, managing them, and making them available for phone and web replay automatically and easily has never before been possible. Callfinity's Conference Record and Replay product, also known as CR2, is the solution. The section below lists our products for the Conferencing industry, and for each one describes the problem it solves and the way it solves it. Click on any product for more details.

Product

Problem

Solution

Apex™ VoIP Audio Conferencing Bridge

Existing bridges are expensive to buy, complicated to administer, and lack web self-service tools to empower end users.

Apex is the easiest to use audioconferencing bridge on the market, and because it doesn't depend upon expensive TDM telephony resources, it's less expensive to scale as well. Users may control their own conferencing accounts using a web-based self-service interface to create new accounts, adjust the parameters of an existing account, add participant pin codes, and download reports.

Conference Record and Replay (CR2)™

With existing bridges, replaying recorded conferences by phone is limited, and web replay is not supported. Sending files to customers is done via complicated FTP sites or large email attachments.

CR2 provides a self-service web interface for end users to manage their own recordings and replays, set up participant list data collection fields, view online reports, order enhanced services like transcriptions and CDs, and download recordings directly to their computer. Replay is available via telephone and web. An optional extension for CR2 also provides web conference recording and replay capabilities.

IVRAdministrator™ and IVRTree™

Customizing the way a bridge answers the telephone is difficult, and limited to few restrictive options. Creating a separate call flow for every customer or replay is out of the question.

Callfinity's duo of IVR solutions allow CSPs to easily create completely custom call flows for individual customers or replays without programming - all interaction is handled by operations staff via a web browser. Customers may also be empowered to set up and maintain their own call flows using a similar web interface. Multiple voice captures, data collection states for surveys, call transfers, and unlimited transition options make Callfinity's products the best in the industry.

CallCommunicator™

Making outbound telephone calls automatically, on demand or on a schedule, is often required for urgent notifications, conference call reminders, and custom applications. Wouldn't it be great to automatically call missing participants from a conference call and join them in automatically? Bridges simply can't do this.

CallCommunicator is used to place outgoing telephone calls. In one mode, CallCommunicator can be used by end users directly to upload lists of names, email addresses, telephone numbers, SMS addresses, and even fax numbers. Then, when the end user records a new message via telephone or types it in online, that message is instantly broadcast to their personal list. In another mode, CallCommunicator can be interfaced with existing CSP back office systems and used to either remind participants of an upcoming conference call, or automatically join them into the call.

ConferenceShifter™

What happens when a caller joins a conference call late? On traditional bridges, they missed the first part of the call. What happens when they need to take another call in the middle of a conference, or someone steps into their office? Again, on existing systems, the participant will miss that portion of the call. For calls in which most of the participants are in listen-only mode, there's no way for an individual participant to pause that conference call so they can resume later where they left off.

ConferenceShifterTM is a patent-pending product from Callfinity that functions like a television time-shifting DVR for conference calls. Participants on ConferenceShifter-enabled conferences can pause, resume, fast forward, and rewind through live listen-only conference calls. CSPs offering ConferenceShifter can charge a generous premium for this service as well.