TS-Dialer simplifying Business

TS-Dialer

simplifying Business

performance etc.

 For identification agent needs to login.

 During the duty hours Agent can Wrap In/Out, Break In/Out several times before logging out.  All such events are registered in the database with their time stamps.

 The Agent efficiency is calculated looking at these events.

Features

 CTI based or CTI & Hardware combo Dialer

 Numbers are picked up from customer's source

 Agent logs on predefined campaigns

 Numbers are distributed campaign wise

 Numbers are allotted to Agents automatically

 Agent enters details of conversation

 Agent announces Wrap-In so that more details can be entered  Agent announces Wrap-Out so that

further calls can land

 Agent announces Break-In so that no calls are assigned

 Agent announces Break-Out so that calls start receiving

 Shows Live Status on Administrator computer

 Maintains Log of events  Provides MIS on Log of events

TELESOFT Dialer offers four variations:

Auto Dialer

Preview Dialer

Progressive Dialer

Predictive Dialer

These dialers address needs of different segments of industry. They are capable of dialing list of numbers automatically or at scheduled time and capable of transferring calls to respective destination automatically.

The deployment involves customizations when it comes to integrating functionality with customer's database.

Auto Dialer & Predictive

Dialer are CTI & Hardware

Combo based

Preview Dialer & Progressive

Dialer are CTI based

How to select your Dialer???



Functional requirements



Type of customer interaction



Level of Agent performance

evaluation



Level of Agent Efficiency



Tone detection



Automated Dialing



Data Distribution



Campaign & Assignment Based

Auto Dialer

Automatically calls are dialed and transferred to available agent

 Dials the number automatically from the list  Reschedules the call on busy response

 Plays customized message on connection with the caller  Collects the feedback from the caller

 Stores the status of the call in the database

 Stores the feedback received from the caller in the database  Maintains the log of activities in the database

Features

 Dials a number

- Pushes the number in Queue - Dials the first number from the top - Removes the number once dialed - Pushes the busy numbers at the end

of Queue

- Removes the Fax or Answering Machine numbers permanently from the queue

- Do not dial numbers from “Do Not Dial Registry”

- Dials numbers on priority

- Dials numbers on scheduled Date and Time

 Detects Tone

- Detects Silence

- Detects Ring No Answer - Detects Busy Tone - Detects Fax Tone

- Detects Answering Machine - Detects Voice

 Writes Log

- Writes the status of the dialed number based on tone - Each Tone has separate code - Show sample Log

Preview Dialer

Pops up the numbers to be dialed on Agent’s screen one-by-one

Agent's Performance, Call Traffic, Campaign wise performance etc.  For identification agent needs to login.

 During the duty hours Agent can Wrap In/Out, Break In/Out several times before logging out.

 All such events are registered in the database with their time stamps.  The Agent efficiency is calculated looking at these events.

Features

 Automatically distributes the list of numbers to be dialed

 Provides facility to view the list of numbers on the screen

 Provides facility to select one of the number for dialing from the list  Diverts the busy destinations back to

the list

 Shows destination details on the screen the moment number is chosen

 Local instrument dials the number  Moment call is picked up, the

number is deleted from the list  Maintains Log of events

 Shows Live Status on Administrator computer

 Provides MIS on Log of events

Agent can:

 Enters details of conversation

 Announces Wrap-In so that more details can be entered  Announces Wrap-Out so that further calls can land  Announces Break-In so that no calls are assigned  Announces Break-Out so that calls start receiving

Progressive Dialer

Automatically calls are dialed and messages are played

 Selects number from the central list and flashes the same on agent's computer who is free to receive calls  Dials the call once selected

 Re-routes busy numbers

 Schedules the numbers for redialing at predefined time by agents.

Features

 Selects a call from Dial List  Pops up a number on agent’s

computer

 Offers choice to Agent “Dial Now”

 Dials the number moment agent clicks “Dial Now”  Local instrument dials the

number

 Busy numbers are automatically routed

 Provides facility to reschedule the number for dialing

CTI based Dialer

Agent can:

 Enters details of conversation  Decides when to dial the number

 Announces Wrap-In so that more details can be entered  Announces Wrap-Out so that further calls can land  Announces Break-In so that no calls are assigned  Announces Break-Out so that calls start receiving

Predictive Dialer

 Selects the number from central list and dials as soon as it finds a free agent of a given campaign  Transfers the call to the free agent only when call is answered

 Detects the tone available on telephone line so that only voice detected calls are transferred

 Flags Fax or answering machines numbers permanently in the database so that such numbers are not dialed again  Maintains Logs of call information

Features



Picks up a number from customer

database



Dials a number



Detects Tone



Writes Log

 Based on Tone

 Details on call transferring  Abandon calls due to all agents

busy

 Agents call picks up time  Schedule calls



Redials on Busy



Plays Campaign (Initial Welcome

Message)



Transfers call to free agent

 Refers Equipment Status  Refers Agent Status  Refers Campaign

 Refers Agents associated with Campaign

 If all agents are busy loop Back 3 times

 Plays “Agents Busy” message during loopback

 Records LOG if call fails

Agent side controls

 Agent has to Log In for accepting the call

 Agent has option to Wrap In so that he does not receive the call

 Agent can Wrap Out after some time to attend next call  Agent can go for break by announcing Break In