Intelemedia Communications Call Routing Software

Intelemedia Communications is a company that provides sophisticated telephony and database solutions to optimize call handling and caller experiences. Established in 1993, the company primarily focuses on sectors such as direct response, donation, and lead generation. Intelemedia leverages real-time predictive analytics, intelligent call routing, and robust reporting to enhance the performance of call centers. It operates under a software-as-a-service (SaaS) model to provide tools that improve customer interactions and manage data effectively. The company serves high-profile clients across various industries, including DRTV, radio, and direct-to-consumer sectors, with well-known customers like LifeLock, Time Life, Nautilus, AIG, and AARP.

Intelemedia offers a range of products and services designed to enhance call center performance. Its INsight suite includes tools for predictive scoring, which helps prioritize calls and match them with the best-suited agents, thereby improving customer service and maximizing sales opportunities. The company's call management solutions incorporate Interactive Voice Response (IVR) systems, agent scripting platforms, and comprehensive reporting and analytics. They also offer specialized features like HomeQ for managing call spikes and Prospect Rescue for recovering abandoned calls. Additionally, Intelemedia integrates seamlessly with clients' existing systems through API connectivity and provides online management tools that offer real-time data and customizable reporting to help clients make informed decisions and optimize their operations.

Intelemedia.com provides a comprehensive suite of call center management solutions designed to enhance sales, profitability, and efficiency while improving customer experience. Their main features include:

1. **Call Management and Routing:**

- **Enhanced Call Routing**: Sophisticated and intelligent call routing that matches inbound calls to the best-suited agents based on various parameters.

- **InQ Routing**: Monitors call queues in real-time, dynamically adjusting routing to optimize call handling and minimize wait times.

- **Agent Availability Routing**: Ensures calls are only released to call centers with available agents, maintaining a master queue to handle overflow.

2. **Predictive Analytics:**

- **Predictive Scoring**: Real-time inbound call scoring to prioritize high-value prospects and route them appropriately, increasing conversion rates and optimizing resource allocation.

- **I:Score**: Real-time and batch-mode call scoring that integrates with existing systems to enhance inbound and outbound call effectiveness.

- **I:Queue**: Scores and prioritizes each inbound call, enhancing call center productivity and intelligence.

- **I:Route**: Comprehensive call management from scoring to routing, with optional integration of additional call center capacity for added flexibility.

3. **Reporting and Analytics:**

- **Tele-Analytics**: Real-time online analytics and reporting tools providing detailed insights into customer interactions, marketing effectiveness, and agent performance.

- **Custom Alerts**: Performance alerts based on predefined business rules to notify personnel of important events.

- **Historical Reporting**: Offers a wide array of historical reports for both customer service and acquisition applications.

4. **Interactive Voice Response (IVR):**

- **Speech Recognition**: Advanced speech recognition to enhance caller interaction.

- **Back Office Integration**: Integrates with CRM and other databases to provide accurate and up-to-date information.

- **Detailed Reporting**: Reports on IVR performance and interaction points to identify strengths, weaknesses, and areas for improvement.

- **Scripting Platform**: Proprietary scripting that allows telephony control and integrates seamlessly with call centers' CTI systems.

5. **Caller Identification and Optimization:**

- **5-Star Callers**: Advanced call management service that includes caller scoring, real-time alerts, and intelligent call routing to match high-value calls with top-performing agents.

- **Call Recording**: Unfiltered call recordings with robust search capabilities for performance analysis and training.

6. **Customer Feedback and Interaction:**

- Comprehensive survey options with versatile data collection methods.

- **HomeQ**: Manages call spikes by offering callbacks to customers, reducing abandonment rates, and optimizing agent availability.

- **Prospect Rescue**: Captures and re-engages abandoned calls to maximize potential sales opportunities.

Overall, Intelemedia.com's solutions focus on enhancing call center performance through advanced routing, real-time analytics, predictive scoring, and comprehensive reporting and management tools.

Intelemedia.com offers a "pay for performance" pricing model. This means clients are charged based on the results achieved through using their products and services. Specifically, clients pay Intelemedia a portion of the increased profits generated from employing their solutions. This ensures that Intelemedia earns its payment by driving a positive return on investment (ROI) for their clients.

Intelemedia's call center software and services are used by a variety of notable companies across different industries. Their customers include:

1. **LifeLock** - A well-known identity theft protection service.

2. **Time Life** - A direct marketer of music, video, and book collections.

3. **Nautilus** - A major company in the fitness industry known for designing and marketing exercise equipment.

4. **St. Jude Children's Research Hospital** - A leading healthcare organization focusing on pediatric diseases.

5. **AIG** - A global insurance corporation offering a wide range of insurance and financial services.

6. **AARP** - A nonprofit organization dedicated to empowering Americans aged 50 and older, with a focus on health, financial security, and personal fulfillment.

In addition, several other organizations are mentioned as leveraging Intelemedia's solutions:

1. **Core-Logix Northside Communications** - Utilizes Intelemedia's call routing and reporting services, praised for their efficiency and organized campaign management.

2. **O'Currance Teleservices** - Uses Intelemedia's solutions to enhance operational efficiency and manage call center metrics.

3. **Children International** - Employs Intelemedia's platform and hosted scripting for better multi-call center management and instant scripting changes, allowing for more effective teleservices solutions.

These partnerships and use cases highlight the versatility and reliability of Intelemedia's call center software and services across various sectors.