MagicaireCaseStudy

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Computer Telephony Integration at

Magic Aire

Magic Aire Inc. located in Witchita Texas, manufacture air conditioner coils and air conditioning systems. Since 1945 they have manufactured and supplied air handling units worldwide. The ERP package they use is MANMAN running on an HP3000 mini-computer.

The Problem.

Ed Stein, I.T. Manager at Magic Aire met TAG at a ManMan show in the United States we were exhibiting at. Ed explained that Magic Aire experienced seasonal peaks in customer inquiries, particularly in the summer months, when demand was highest. Most customer inquiries related to delivery information, such as, when would an order be delivered on site for installation. Customer service staff typically use the customer account number to access any delivery details, which are stored in the company’s ManMan Enterprise Resource Planning System. Ed wanted an automated Order Status hotline that could take the pressure off the sales staff, by simply reading delivery information back to verified callers.

The Proposal.

Magic Aire asked if TAG’s telephony software could be used to automatically speak to customers with their own delivery information securely using only a standard telephone. We suggested that our software routines with TAGspeakIT, running on the Microsoft Windows® platform could answer up to 8 lines simultaneously and read back data to callers. Customers would be greeted by an automated voice, and asked to provide their customer account number, and a pass code to verify they are bone fide customers. Any deliveries would then be spoken back to the customer.

The Solution.

TAG installed TAGspeakIT during an on-site visit to the manufacturing site in Witchita Falls. TAG provided the software running on a Dell Precision 490 equipped with a special voice card from Dialogic Inc. The TAGspeakIT software is configured to answer and control 8 telephone extensions which originate from Magic Aire’s PBX system. A configurable set of scripts are read by the software to speak to incoming callers, request their account numbers and passwords from the telephone key-pad, access any customer data held in the MANMAN ERP system using an ODBC driver, and respond with any scheduled deliveries.

Since 2006 the system has answered thousands of calls, & supplied callers with timely information about their scheduled deliveries, all without any operator intervention & for almost uninterrupted service. Demands on the customer service staff have been significantly reduced with a system that is 100% secure and simply uses a telephone handset.

Computer Telephony Integration

Answer your customers’ questions 24/7

Take pressure off sales staff

Take Orders anytime day or night

Totally secure - only accessible by a telephone keypad

Change messages in minutes

Real time inquiries served by ODBC links

With optional hand-off of call to operator

Supports most PBXs - please call us for details

Other Applications

Restaurant Booking Systems

Order Status Hotlines

Parcel Location Systems