The IDS is a software solution that allows IMX (NMI’s brand) users to monitor and manage calls between the base unit handset. The system provides the office-based user with a user-friendly, menu-driven interface that indicates timestamps of incoming calls, processing time, call completion and the ability to make electronic notes of the call transaction, according to NMI director for package data and Internet business Edward Balontong.
With IDS, all call transactions are documented for easy reference using time-bound and status report modules. The system also provides an SMS (or text) messaging feature for replaying back or forwarding call information that may need references such as figures or sensitive data. A report module generates various time-bound and transaction-related reports that can be extracted to an output file for further processing.
Balontong emphasized that IDS is a low-cost solution since it requires no additional capital expenditure and can be implemented with existing resources unlike other existing call management systems that cost anywhere from P150,000 (entry level) to millions of pesos for call center grade.
The IDS is unique to NMI being a homegrown software and the first in the whole IDEN (integrated digital enhanced network) wireless technology worldwide.
The basic IDS will initially be installed for free among NMI’s top 90 corporate accounts although additional features and some degree of customization will be charged.
Balontong explained that the new system allows the office to view records of all incoming and outgoing calls from the master handset to the mobile workforce whether using the dispatch or interconnect service. "It’s like a mini call center application."
Its features include timestamp recording for inbound and outbound dispatch traffic (such as the date/time when the base unit handset or IDS server received the dispatch alert, the date/time when the operator picks up the call for processing, and the date/time when the operator finished the call transaction); a broadcast messaging center which allows group sending of SMS to an individual or pre-identified group of recipients; transaction tagging whereby all calls being processed can be tagged appropriately according to the nature of inquiry; and automatic or manual routing of call alerts which provides an option to route alert calls to terminals that are not engaged through automatic or manual pick-up.
IDS also features user registration that provides enrollment of pre-defined set of users or group; user level access definition or pre-defined user access rights on selected modules or function; soft alert/dispatch which allows dispatch push-to-talk by clicking a command button in the interface or a specific key instead of the handset PTT button; an archive which lists historical logs of all transactions; time-bound reports that provides transactional reports defined on specific period of time; and access logs which are helpful for audit purposes.
Balontong also pointed out the other functionalities of the new product, including clearing the queue instantly to accommodate succeeding calls; pick-up and reply back on pending calls; implement multiple call handling with one user interface; capture call-handling efficiency records with electronic documentation; send broadcast messages via SMS or e-mail; and integrate the system with legacy systems for integrated CRM solutions.
IDS, whose basic service will be offered for free to NMI’s top business clients, will allow companies to improve efficiency and productivity through increased speed and accuracy of communications between headquarters and mobile workforce, timely responses due to any operational changes with use of broadcast messaging, and a documentary source of performance metrics.
In addition, the new system will reduce cost of operations since there will be less staff cost associated with recording, collating and summarizing call-related transactions as well as reduced opportunity loss due to missed advisories or miscommunication.
Among the industries being targeted by NMI for the IDS are those in logistics and transportation, delivery and courier service, utility companies, firms with mobile workforce, and those in wholesale and distribution.
"For instance, a utility company can track the answer level between its mobile workforce and support group to be used for performance evaluation. A hauling or trucking company can document time-checks for their fleet using the IDS while one in the forwarder business can measure efficiency of field couriers in their daily tasks. An operations manager can also utilize the new system if he wants to know the daily call transactions between the field and headquarters for efficiency analysis," Balontong noted.