inTechCenter

inTechCenter™ - Intelligent Notification System of Choice for Call Centers, Help Desks, IT Departments and Network Operation Centers

MIR3 inTechCenter is a robust communication platform that integrates with the system monitoring components of an enterprise infrastructure. It shortens the problem resolution process and reduces operational downtime by automatically sending alerts from the network to all types of devices when a problem occurs.


Machine-to-Machine Notification Supporting Multiple Communication Modalities

Legacy machine-to-machine alerting systems typically send only an email notice when something goes wrong. In contrast, inTechCenter enables automatic notification of designated IT staff, based on their personal schedules, locations and individual communication profiles. Supported communication modes include email, wireless pager, PDA, landline, mobile phone, satellite phone, TTY, fax and two-way SMS. Alerts are sent to alternate devices and additional people until a response is received.


Recipients choose from pre-defined options that initiate actions or resolve problems. Pressing "1" on a keypad, for example, might automatically initiate a conference call, enabling several technicians to collaborate on the problem. Additionally, the system keeps an audit trail to provide detailed historical and real-time reports.


Product Line: inEnterprise, inAlertCenter, inCampusAlert, inTechCenter, inGovAlert, inWebServices

inTechCenter

Reducing Operational Downtime

inTechCenter reduces operational downtime and helps ensure that Service Level Agreements are met. Additionally, inTechCenter's Web Services API, command line interface and email connectivity provide a wide range of integration options with legacy network management systems with short implementation timelines.

Several vertical markets have successfully used inTechCenter:

  • The Financial Services industry alerts and communicates with their customers when a business disruption occurs
  • Energy and Utilities entities provide consumers with maximum warnings for service disruption and method of recovery
  • Government/Municipalities maintain infrastructure readiness throughout all levels of the agency
  • Health care companies alert IT staff quickly to minimize downtime of automated healthcare and critical diagnostic systems
  • Transportation divisions use the solution to notify staff, customers and the public about technological emergencies that can potentially disrupt schedules and services

Benefits and Value to the Organization

  • Streamlined administration
  • Secure, rapid-deploy architecture
  • "Intelligent" calling strategy supporting automatic escalation to alternates and ability to initiate a second notification based on responses to the first notification
  • Available as hosted and enterprise deliverable product behind customer firewall
  • Unlimited devices for each user
  • Intuitive interface
  • Real-time monitoring

Product Highlights

  • Notifications tied to rotational schedules of on-call staff and shift workers
  • Call bridging into call centers, emergency lines and conference calls
  • Concurrent notifications of IT employees, user constituencies and key customers
  • Real-time reporting and audit metrics for certification of IT group operational readiness
  • Command Line Interface enables enterprise hardware or software to send automatic notifications to IT staff on virtually any type of communication device
  • Integration with enterprise applications or databases via Web Services (SOAP 2.3) API
  • Optional incident management module