The best of both worlds - PBX and Key System capabilities
Avaya MERLIN MAGIX®
The Avaya MERLIN MAGIX® Integrated System is a public branch exchange (PBX) with a built-in ability to emulate a traditional key system. The system uses a single platform to deliver key communications capabilities, from basic voice to Internet access, making it highly cost-effective and easy to install, service, maintain, and grow.
When it comes to choosing a communications system, most growing businesses want the simplicity of a key system. The basic key system design—in which lines “appear” on phones throughout your business—makes it easy to handle a wide range of incoming calls and “cover” when someone is not available. As businesses grow, they typically want the added security, capacity and functionality of a PBX. That’s why MERLIN MAGIX gives you the best of both worlds. It can operate as both a PBX and a key system, and it can emulate both simultaneously for the same company (i.e., you can set up the phones in one department to operate in key system mode, but have the phones everywhere else function as if they were part of a PBX). Your Avaya BusinessPartner can help you determine which mode of operation can best meet your needs.
Deliver the customer service that helps your business grow
Today, companies who want the best customer service are relying on communications to help them deliver it. Call centers, wireless communications, computer-telephone integration, Caller ID, direct dialing —these are the customer service tools that deliver the enhanced service that builds customer loyalty, repeat business and higher profitability for your business.
MERLIN MAGIX has a powerful set of capabilities for creating the kind of customer service that will set your business apart from and ahead of your competition.
Calls from existing customers
All customers like to be recognized. This is especially true of customers who have previously called or done business with you. Recognizing the caller is the first step to delivering the personal service and attention that helps build a loyal customer. Caller ID and computertelephone integration on the MERLIN MAGIX system can play a big role in helping you identify your existing customers.
With the built-in Caller ID on the MERLIN MAGIX system, caller name and number appear simultaneously during ringing—there is no need to obtain any additional hardware.* This feature is fully functional on the optional Avaya 3810 digital wireless handsets which allow you to stay in contact with customers—even while on the move. Optional packages for computertelephone integration allow you to link your MERLIN MAGIX system to your customer database and get a “screen pop” of information about the caller.
Handling every call the right way
Many customers’ first impression of your business is
going to be formed during their initial sales call. How
well you handle that call is very important. Do you have
a routing system that quickly gets calls to the right person?
Can anyone in your organization answer their calls anywhere
on your premises, regardless of whether they are
down the hall, in the warehouse or driving home in their
car? When no one is available, is your messaging system
designed to take messages quickly and professionally,
notify the person being called that a message is waiting
and even try to contact that person directly?
The MERLIN MAGIX system is specifically intended to address all of these needs and more, because it is designed as an integrated system with extensive call routing, messaging and wireless capabilities that can be customized to meet your unique customer service needs. Remember, sales and service calls that go unanswered, or are not answered quickly or professionally, will eventually cost you customers and, ultimately, revenue. The MERLIN MAGIX system will help you eliminate these losses.
Supporting your receptionist
Many businesses and organizations rely heavily on their receptionist to handle and route incoming calls. This ensures a personal touch to each caller, but during heavy calling periods it can also lead to a bottleneck causing long hold times, multiple transfers and abandoned calls—service inevitably suffers.
Good customer service is all about keeping the personal touch—while still getting calls quickly to the right person, with a minimum number of transfers. One solution is the Direct Inward Dial (DID) capability on the MERLIN MAGIX system that allows frequent callers (suppliers, wholesale buyers, etc.) to go directly to a specific person, or department. This can offload a large percentage of all calls to the receptionist.
Outbound sales calls
Today it is easier than ever to create calling campaigns for prospects and existing customers around sales and service promotions (e.g., lease renewals). It’s an efficient way to build business and effectively leverage your investment in a communications system. By taking advantage of features that enable you to easily reach out to customers, dial automatically from existing customer lists and track your results, you can really make the most of your selling potential.
One of the most powerful ways to build sales and enhance customer service is to create a call center inside your business—formal or informal groups of employees providing customer service and/or making sales calls.
Having a call center was once only possible for the largest companies. Now with the MERLIN MAGIX system, a fully functional call center is an affordable option for small and growing companies.
With the MERLN MAGIX system you can support call centers of up to 30 total agents. Set up multiple calling groups for sales, service and other departments. Route callers based on pre-set parameters designed to provide the most efficient use of resources. Provide announcements and music-on-hold for queued callers. Integrate the call center with MERLIN Messaging to make sure calls never go unanswered or to give customers an easy escape-from-queue option. Take advantage of MERLIN MAGIX Caller ID support—in conjunction with CTI software—to give agents automatic screen pops of information about the calling party. Add capabilities for Interactive Voice Response to give callers touch-tone or speech-activated access to self-service options.
The MERLIN MAGIX system also gives you a wide range of options to manage your call center costs. Take advantage of Automatic Route Selection (ARS) capabilities to choose low cost long-distance carriers. ISDN PRI Support on the MERLN MAGIX system reduces line costs and supports Dialed Number Identification Service (important for sales or service efforts involving specific numbers) and DID capabilities used in routing incoming calls. ISDN PRI also provides Automatic Number Identification (ANI), which is useful for activating database records and keeping track of callers.
Create a call center to build sales and service
In addition, the following MERLIN MAGIX system features are commonly used in call center applications: Call Screening—lets agents listen in on a call after it has gone to voice mail coverage and, if they choose, bridge back onto the call.
Coverage—flexible coverage options ensure that agents in a Calling Group can receive backup if they are overloaded.
Wallboards—works with a wide array of industry-standard wallboards.
External Alerts—visually or audibly alerts incoming calls, or when a queue threshold is exceeded. Hot Dialpad—allows agents to start dialing via speakerphone or handset without going off hook first. The system takes the user off hook automatically when the first digit is dialed.
Multiple Agent Log-in—agents can be members of more than one calling group and receive calls that are labeled by group.
Reporting/Monitoring—reporter software applications and management information system applications allow group and/or supervisor monitoring and analysis of call center performance.
Record-A-Call—at the touch of a button, calls can be recorded for quality control and reliable documentation.
Powerful messaging capabilities
In today’s 24-hour business world, just about every business, from the largest to the smallest, depends on messaging to stay in touch and exchange information. But today, messaging is much more than a convenient way to answer calls when you are not there. Callers expect easy-to-use options when they reach your messaging system. Also, because voice, fax and e-mail messaging are all part of your communications, it can be a real convenience to be able to check your voice mail on your PC.
With the options available on the MERLIN MAGIX system, you can have the most up-to-date and comprehensive messaging features that deliver savings in time and money.
Flexible call handling
A MERLIN MAGIX messaging solution will free your receptionist from answering and manually transferring every incoming call. Each caller is greeted and prompted to dial the extension they want or choose from a recorded menu of options. You can customize your messaging solution to handle calls in different ways at different times, and to have its own unique menu structure and greetings for separate departments or businesses.
Dial by name directory
With the directory feature, callers can be prompted to enter the first four letters of the called party’s name. They can then choose from a list of contacts that match the letters in either the first or last name and call them directly, without ever entering their number.
Accurate, timely messages
Your employees can take advantage of a wide range of call answering options. They can create their own personal greetings and give callers the option to mark a message as private or priority (private messages cannot be forwarded to other mailboxes and priority calls are delivered first), or transfer to another extension or the receptionist. You can Auto Copy voicemail from one inbox to multiple mailboxes (e.g., to everyone on a specific account team), or vice versa, to further ensure that all messages are handled with speed and efficiency. You can also adapt a MERLIN MAGIX messaging solution to play recorded announcements to callers at designated mailboxes, without the ability to leave a message.
Superior message management
The messaging options available with the MERLIN MAGIX system will streamline your internal communications. For example, you can use the system to send/ forward messages to one or more mailboxes, address messages by name or extension, or you can use the system’s built-in directory.
You can easily set up the messaging system to automatically call or page you when a new message (or priority message only) has arrived. When you are out of the office, the system can dial up to five phone numbers in turn to “find” you and let you know you have a new message.
Centralized messaging for multiple offices
With MERLIN MAGIX, you have the option to have one centralized messaging system serving multiple locations. This gives you the ability to forward important voice messages and broadcast information across an organization, simplifying the flow of information. Eliminating separate voice messaging systems at remote locations reduces both capital outlays and ongoing management and administration costs.
See your voicemail and e - mail together
The MERLIN MAGIX system makes it easy to manage your voice mail and e-mail in one mailbox. See all your messages all together. Access your voice mail without having to dial in. Save and forward voice messages the same way you do e-mail.
MERLIN MAGIX voice messaging will
deliver messages directly to your existing
e-mail server in an e-mail compatible
format. Voice mail will appear in the listing
of e-mails with the voice portion
attached as a WAV file.
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For more information, please contact our offices at 212.675.6565 or email us at jmcguire@foritas.net