The Startel Web Portal, also referred to as IntelliSite, is an effective, self-service solution that enables our customers’ clients to successfully manage their business. From IntelliSite, users can access their account online from their PC, smart phone and/or tablet and, based on their privileges and access rights, make changes to Time Activated Alerts, OnCall Schedules, shift assignments, Directories and Members. Users can also directly access waiting, or unfiled, messages as well as and archived messages. Startel IntelliSite is ideal for fast-paced business environments, such as hospitals, first responders and contact centers or telephone answering services (TAS) taking calls for a client with multiple accounts.
The Startel IntelliSite provides our customers with:
UP-TO-THE-MINUTE SCHEDULE & NOTIFICATION CHANGES
Access to Time Activated Alerts and OnCall Scheduling allows the end user to make time sensitive changes that are activated immediately within the contact center. Changes may include scheduling updates to OnCall coverage or important, time sensitive notifications that need to be communicated to the clients’ customers or patients.
MORE TIME TO FOCUS ON OTHER TIME SENSITIVE MATTERS
By enabling your clients to log into IntelliSite to update and maintain their scheduling, directory and member contact information, your agents are free to manage other aspects of the client’s account and focus on more time sensitive matters.
A DETAILED LOG OF ALL ACCOUNT ACTIVITY
Contact center managers and TAS owners can be assured that only users with the appropriate permissions can access the Startel IntelliSite. Each user has a unique user name and password with predetermined privileges and access rights. All account activity is tracked to specific users, providing customers with a detailed log of who changed what.
IntelliSite provides our customers’ clients with:
24/7 ACCESS TO THEIR ACCOUNT
As a cloud-based application, Startel’s clients can access IntelliSite any time, from anywhere via their PC, smart phone and/or tablet. This is essential for organizations that have frequently changing schedules, such as hospitals or first responders. Access permissions and privileges are predetermined for each user and unique passwords are used to track all account activity.
EASY ACCOUNT MANAGEMENT TOOLS
Do you frequently need to make changes to your OnCall schedule? Or notify your customers or patients with updated business hours, staff changes, etc.? For users that need the flexibility to make immediate and real-time changes to their account, Startel’s IntelliSite delivers. Once logged into IntelliSite users can make on-the-fly changes to their schedule, and the information displayed/provided to the agents at the TAS or contact center instantly reflects the changes made.
IntelliSite’s Auto Refresh feature updates messages every 30 seconds, ensuring that customers are up-to-date on all communications. There is no need for clients to call the contact center or TAS managing their account to check for messages, have an Agent search for information from a previous call, or deliver a message as received. Instead, users can log directly into IntelliSite and manage their own messages, thus improving response time and customer satisfaction.
MULTIPLE DELIVERY OPTIONS
From within IntelliSite users can view, print, email and file messages themselves, eliminating the need to contact the call center. Archived message can be searched by sender name and date for complete control and management. Directory records can be exported as both Excel and .CSV format files, allowing users to choose their preferred export method.
To learn more about Startel’s IntelliSite solution, download our solution brief.