The most
Fully-Featured
Predictive Dialer!

No delay in customer answer and agent connect!
You'll hear the "...lo" in "Hello"

• Seamless Predictive Dialing or sequential Preview or Power Dialing increases agent productivity up to 400% over manual dialing by allowing agents to speak with live contacts virtually continuously.
  
• Call Recording, Monitoring, Coaching and Conferencing and Text Messaging lets you know what’s happening in real time and records and archives efficiently for future use and training.
  
• PC-Based Telephony puts your phone functions right on the computer screen allowing for greatest flexibility.
  
• Call Transfer allows agents to easily transfer calls and the screen pop to any other agent logged onto the system, to any IVR script or campaign, or to any other third party number for confirmation.
  
• Call and Agent Reporting provides real-time reports by agent and/or campaign using industry standard Crystal Reports so you can make adjustments and enhancements as you go.
  
• Multiple Simultaneous Campaigns means you can run several outbound and/or inbound campaigns together to maximize the strengths of your agents and optimize your line usage.
  
• Database Integration
  allows you to use your existing ODBC database and all of its information.
  
• Agent Features provide all of the telephony and contact management features of the system.
  
• Supervisor Features control the activities of the agents and the telephony system.
  
• Administrator Features provide the ability to set up agent logins and security rights, campaign management, dial file management, off-line reporting, and more.
  
• Optional Modules give you even more power and flexibility with recording, coaching, broadcasting, music, voice messaging and more!
  

Seamless Predictive Dialing -
The Enhanced Predictive Dialer dials out automatically and screens out answering machines, busy signals, disconnected numbers and no-answers, and effectively "predicts" when a "live" contact will be reached and when an agent will be available. Thus, it enables agents to speak with live customers and prospects almost continuously, significantly increasing productivity. Its features include Simultaneous Multiple Campaigns, Agent Scripting/Data Integration, Preview Dialing Option, On-The-Fly Campaign Configuration and Record Loading, Agent and Campaign Call-Backs and Separate Campaign Dial Pacing. (back to top)

Call Recording, Monitoring, Coaching, Conferencing, and Agent Text Messaging - The Enhanced Predictive software also manages the permanent digital recording of user-selected conversations between call center agents and contacts. These recordings can be used for quality assurance, auditing or training purposes and are stored in a digital format to prevent any loss of quality during playback. Recordings are tied to call records and can be easily accessed by searching on specific criteria. File names are recorded in the Call History Database for retrieval. Supervisors can easily record agent/caller conversations simply by selecting an agent from the Agent Messaging Window and pressing the "Record Button" on the screen.

Supervisors have access to a point-and-click interface to allow instant monitoring or coaching of any agent logged onto the system. Conferences can be established from any agent station to allow three-way conferencing or agents can transfer calls to allow the agent to be released from the call. Agents can interact with other agents or supervisors using an integrated text messaging system. (back to top)

PC-Based Telephony (Agent ScreenPhone) - With the Enhanced Predictive CT Server Agent ScreenPhone, CSR's can perform basic telephony functions such as dial, answer, transfer, hold, conference and record calls – all from the PC workstation and without using the telephone. When combined with outbound functionality, ScreenPhone means agents can schedule follow-up calls for a specific date and time, as an agent-assigned call or a campaign-assigned call. The Agent ScreenPhone can be provided as either a stand-alone application or integrated as a "control" with an existing customer care or other business client database application. (back to top)

Call Transfer allows agents to easily transfer calls and the screen pop to any other agent logged onto the system, to any IVR script or campaign, or to any other third party number for confirmation. The software provides for seamless caller transfers between call center CSR's and/or supervisors. When a CSR must transfer a call, the coordinated call-data transfer feature forwards all relevant caller information with the call, including information entered by the transferring CSR. This functionality saves time, boosts productivity, and eliminates caller irritation with having to repeat information. (back to top)

Call and Agent Reporting provides real-time reports by agent and/or campaign using industry standard Crystal Reports so you can make adjustments and enhancements as you go

Real-time reports can be seen right on the screen at the administrator desktop displaying information by agent or agent group. These include average length of call, average wait between calls, percentage of dropped calls, percentage of connects, and percentage of each type of disposition. Using industry-standard Crystal Reports or Microsoft Access, call center data can be reported on and manipulated to get the information you require. Reporting can be initiated from any workstation on the network or off-site via modem. (back to top)

Multiple Campaigns - The Enhanced Predictive Integrated Call Center Solution runs multiple campaigns simultaneously using an extremely flexible drag and drop user interface. Each campaign is fully managed from the Supervisor Station. Supervisors can easily set the calling pace within each campaign based on keeping the drop rate to a minimum. Each campaign can be assigned its own unique set of agent scripts and call disposition codes that agents use when calls are completed.

Campaigns can be run separately or grouped to give maximum flexibility to campaign management and agent assignment. (back to top)

Database Integration - The software is controllable by, and can be integrated with, host or legacy database systems via its flexible Visual Basic and ODBC interface. Account information from the database populates the agent’s screen where it is updated and reintegrated back to the host database. Call activity and history is tracked in a Microsoft SQL Server database providing easy accessibility to the data for reporting and manipulating through standard SQL command statements. (back to top)

Agent Features - Using low- to medium-end workstations, agents take and disposition calls, schedule callbacks, capture contact information and notes, and update legacy databases. They have access to sophisticated call processing features such as Record-a-Call and Call Transfer. They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or preview calls. All this can be done from a single, simple user interface.

Using an embedded web browser, Agent Scripting appears automatically, based on the type of call the agent receives or makes. Contact management forms can be used for easy agent data entry of basic customer information. In addition, existing legacy system screens or custom data entry screens can be used to capture extensive customer information. (back to top)

Supervisor Features - The Supervisor controls the activities of the agents and the telephony system. For example, the Supervisor Station enables/disables lists and campaigns, controls dialer pacing, provides daily statistics and produces real-time reports. Supervisors have control over campaign configuration as well as complete campaign management, agent monitoring, coaching and recording.

The Supervisor Station:

• Initiates campaigns, and creates and manages calling lists
• Views all stations connected to the dialer system as well as their daily statistics
• Monitors agent and campaign activities in real-time (talking, paused, available, log on/log off status, and talk, wrap-up and wait times per agent)
• Monitors the status of active and inactive campaigns
• Monitors the progress of all inbound and outbound calls
• Monitors ACD Queue activity
  
• Logs agents on and off various campaigns
  
• Records, monitors and can coach or conference with any agent
  
• Sends text messages across the agents’ screens
  
• Runs real-time reports of each agent's activities
  
• Controls dialing campaigns from any network node or from an off-site location
  
• Can set separate dial pacing for each campaign depending on drop rate (back to top)
  

Administrator Features - The Administrator Application is an integrated set of utilities to assist with Campaign Design and Management, Agent File Maintenance, "Dial" File creation and Campaign Management routines. Standard reports can also be initiated and printed from the Administrator Application. Some of the functions performed from the Administrator Application are as follows:

• Agent setup and security management
  
• Complete campaign setup and configuration
  
• Database selection criteria and outbound campaign loading
  
• Standard and customized system reports
  

The graphical, highly visual interface uses state-of-the-art, drop and drag tools provided by Visual Basic, so managing, customizing and making changes is a snap. (back to top)

Optional Modules:

• Call Recording, Monitoring and Coaching lets you know what's happening with your agents in real time and allows you to whisper coach to your agents while on a call. It also records and archives conversations efficiently for future use and training.
  
• Broadcast Voice Messaging uses the system's auto-dialing capabilities to let you leave thousands of messages on answering machines or with live contacts. Lead generation and appointment confirmations are ideal applications.
  
• Music or Message On Hold gives your system the professional image you want to convey.
  
• Voice Messaging mailboxes can be set up for every CSR so they'll never have to miss an important call again.
  
• Integrated Fax and "Fax-Back" allows agents to send or receive a fax from a customer directly into or from their workstation. A customer can use also use their touch-tone phone to request a fax document.
• Interactive Voice Response (IVR) lets contacts use their touch-tone telephone to find the information they need and avoid waiting in call queues. Fewer agents are therefore required.
  
• Automatic Call Distribution (ACD) with Intelligent Routing (using DNIS, ANI and DTMF) checks a database and routes calls to the agents most skilled at meeting a particular need, increasing efficiency and customer satisfaction.
  
• Dynamic Call Blending passes both inbound and outbound calls to agents, significantly increasing agent productivity.
• "Call Me Back" allows a web site visitor to request an immediate call back from a contact center agent. This will include a screen pop of the visitor's record (if currently in the database). The callback request will be put in a queue, dialed automatically and passed to the first available agent, pleasing the visitor with the rapid response.
  
• Web Chat allows a contact center agent to "chat" live via text with a web site visitor. The agent has the ability to "push" web pages to the visitor so both are looking at the same page. Visitors love the real time help they receive as they are shopping or looking for information.
  
• Voice Chat uses VoIP to have a voice conversation with a web site visitor over the Internet. It uses the same line as the customer's web site connection. Pages can be pushed. Visitors appreciate actually speaking with a live person.
  
• Integrated e-mail automatically responds to e-mails or routes them to call center agents for immediate processing. Outgoing e-mail can be sent by an agent at the touch of a button using pre-programmed responses. (back to top)
  

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See also:

SpitFire® Predictive Dialer

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