Connect2Leads Introduction

Transcription

1 Connect2Leads Introduction Company Information Connect2Leads is the premier provider of SaaS (cloud based) call center Solutions for outbound & inbound call centers. We provide a better suite of hosted call center management products than most million dollar premise-based call center solutions. With almost no up-front costs, unlimited scalability, and better flexibility, our system works for you to achieve all your call center goals. We can enable you to easily and seamlessly create a workforce of athome and location-based call center agents, allowing you to focus on your business instead of your infrastructure. Hosted Contact Center Technology Advances in telecommunications technology have created strategic advantages for call centers that utilize the power of hosted services over legacy, premise-based call center solutions. Maintaining inhouse equipment means large up-front costs and infrastructure commitments. Every year, technology maintenance and upgrades, as well as scaling needs, demand costly outlays that hinder your company s growth and create distractions to your company s goals. With Connect2Leads hosted call center solution, our leading-edge telecommunication infrastructure becomes an extension of your company, ensuring your peace of mind advantage over the competition. Connect2Leads system administrators, business analysts, and engineering professionals guarantee an uptime that exceeds industry standards, while mitigating the need for a team of dedicated IT personnel onsite. With our hosted solution servicing your call center, your company can respond profitably to fluctuating market and customer demands. Whether you have two seats or two thousand seats -- at one location or many, Connect2Leads will provide a seamless contact center technology infrastructure and customized, comprehensive service when you need it. Software-as-a-Service (SaaS) Connect2Leads recognizes that a capable telecommunications partner enhances the power of your company. Our Software-as-a-Service model delivers the tools that empower your company s call center agents to operate at their peak productivity. Connect2Leads suite allows your staff to be effective, efficient, and precise. Our call center services are offered on-demand, and are available as your company s needs change. There is no wasted cost or idle resource -- an expensive and crippling situation frequently experienced in traditional call centers. Connect2Leads robust SaaS culture can create a winning environment for your company and your customers.

2 Products & Services Outbound Call Centers Software that Maximizes Call Center Agent Productivity Increase your outbound agent efficiency by up to 20 times over manual dialing with our virtual call center software. Our virtual dialers filter out the busy signals, no-answers, answering machines, and fax machines, allowing your call center agents to maximize their productivity. With a full suite of rich CDR reporting tools, granular dialing campaign controls, and real time statistical data, you have complete control over managing your outbound call center. Supported Dialing Modes Predictive Dialer - Maximize your call center agent's productivity with our predictive dialing engine. Proprietary dialing algorithms combined with highly effective call progress detection ensure your agents are always working. Our predictive dialers can support thousands of simultaneous call center agents (significantly more than most six figure legacy premise based devices!). Preview - Retain an extremely high level of contact quality while still increasing efficiency and providing accountability for all your call center communications. The virtual preview dialer allows your virtual call center agents to preview the leads and review lead history prior to dialing. Simply clicking a 'dial' button will connect your agents with the lead of their choice. Broadcast - Send pre-recorded messages to your customer base. Gather important statistics and results in realtime to help you effectively manage your outbound call center campaign. Click to Talk/ Click to Queue - Convert your web leads quickly and efficiently to human contacts. You can have a click-to-talk button up and running on your website in minutes. Connect to your call center agents or your sales force quickly and easily.

3 Key Outbound Dialer Features Flexible List Loading - Provide your source lists in any format (TAB, CSV, Excel, etc). Map the columns dynamically using our intuitive interface. Full DNC (Do Not Call) Compliance - Simply provide us your FTC SAN or Org ID and all your lists will be scrubbed using a certified third party compliance platform. The results of each scrub will be sent to you via to give you a break-down of state, federal, cellular, and clean leads. The clean leads are automatically loaded into your telemarketing campaign upon completion. Automated Time Zone Support - All leads are flagged with their respective time zone upon list load. You configure one set of scheduling rules and the system automatically dials only the valid leads for their local time zone. Custom Scheduling - Configure multiple open/close times on a per queue basis. Call Recording - Record every call to ensure the highest quality contact levels and call center customer service. Call Progress Detection - Automatically filter out BUSY, NO ANSWER, MACHINE, FAX, INTERCEPT results. Answering Machine Detection - Each campaign can optionally have answering machine detection enabled or disabled, based on the requirements of the particular telemarketing or telephone fundraising campaign.

4 Dynamic End-Call Dispositions - Configure as many dispositions as required on a per-campaign basis. Assign action items to your dispositions such as -- Add To DNC List, Automatically Re-Queue, Finalize Lead, Automated Warm/Cold Transfer to third party DIDs. Custom Caller-ID - Provide custom caller ID on a campaign basis. CRM Integration - Our system can communicate with any number of HTTP enabled Customer Relationship Management packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated solution. Custom Scripting - Create custom dynamic scripts which can guide your call center agents through properly processing each call as it is presented. Capture and store data to associate with the inbound phone call. User Custom Scripting - Have your own scripting engine/application. We'll pop your application upon connecting the call center agent to a party. Real Time SOAP/Web Service Data Transfers - If you need your data truly in real-time, our system can stream data synchronously via any standard SOAP interface, allowing your systems to know about your call the minute it happens. How Our Outbound Call Center Solution Works You configure your telemarketing campaigns and load your leads through the dynamic list loader. Once your call center agents log on, they will immediately begin connecting with live answers. After each call, the agent will select the final call disposition, as well as provide any results of the survey/script. At any point during or after your campaign, you can access the robust suite of reporting and statistical tools to view the progress and results of your outbound call center campaign. Inbound Call Centers Efficiently Manage Your Inbound Call Center Operation The Connect2Leads Inbound Call Routing Platform was designed to allow you to have total control over the flow of your calls in your inbound call center. With key features such as flexible scheduling, skills-based call center agent selections, and our proprietary QueueFlow routing engine, you have the ability to route calls exactly to your specifications. The fully self-service call center management platform makes it simple and easy to manage and monitor your call center from anywhere in the world. All you need is web browser and an internet connection. Key Inbound Call Routing Features DID (direct inbound dial), Toll-Free, or pure SIP (VOIP) termination Connect2Leads will help you determine the most cost-effective solution for terminating your calls to our call center management platform.

5 Skills-Based Call Center Agent Routing - Find the best agent for the inbound call center job quickly and efficiently, or roll-over to less overflow agents to reduce queue wait times. Flexible On-Hold Messaging - Have your inbound phone callers listen to custom audio and pre-recorded messages while waiting in queue. Call Recording - Record all your inbound phone calls to ensure the highest levels of quality. Real Time Reverse Match - Know the name and address of the caller before a call is presented to a call center agent. Geo-Spatial Routing - Route your inbound phone calls, based on the physical location of the caller. DNIS Based Call Queues (Gates) - Configure routing rules by DNIS or place multiple DNIS (dialed number information system) into a group to be handled in a similar fashion. Exception Handling - Handle special conditions such as: No Agents, Too Many Calls In-Queue, Out of Hours (Closed), Throttling (caller called too many times), etc. Direct Agent Dialing - Assign your agents extensions and allow inbound callers to reach a specific call center agent by a predetermined extension number. DTMF (Touch Tone) Queue Events - Allow your callers to enter touch-tones to make choices while in sitting in queue. Send to IVR (Interactive Voice Response), Voic , schedule a call-back, etc. Third Party Transfers - Send calls to a third party DID or Toll-Free at any point in a call's life-cycle. Interactive Voice Response - If the required functionality can't be handled by the QueueFlow routing engine, we can pass control to an Interactive Voice Response (IVR) application to provide additional functionality. Custom IVR applications can be developed quickly and easily. CRM Integration - Our system can communicate with any number of HTTP enabled CRM packages. If you have a proprietary CRM or one which doesn't have HTTP support, we will gladly work with you to develop a tightly integrated call center solution. Custom Scripting - Create custom dynamic scripts to guide your agents through call processing. Capture and store data to associate with the inbound phone call. Real Time SOAP/Web Service Data Transfers - If you need your call center data in real-time, our system can stream data synchronously via any standard SOAP interface allowing your systems to know about your inbound phone call the minute it happens.

6 How Our Inbound Call Center Solution Works Our hardware receives the inbound phone calls in one of our carrier grade, tier-1 facilities. Call control is passed from the switching hardware to the intelligence layer of the Connect2Leads platform. The intelligence layer takes into account all the configuration and preferences set by you in the administrative application. If a suitable call center agent is found, the system will make a connection to the agent via standard land-line, soft-phone, or SIP device. Once the agent is connected with the system he/she will hear a whisper message signaling the type of call being received. This whisper message coincides with a CTI (Computer Telephony Integration) screen pop to their computer providing relevant scripting and caller information to allow the call center agent to properly handle the inbound phone call. Once the call and corresponding work have been completed, the agent is automatically made available and is ready to take their next incoming phone call. Cloud Routing Unified Queue In The Cloud Connect2Leads provides a unified queue in the cloud. Calls can be routed to multiple distributed contact centers or assigned to secondary queues such as IVR, or specialized ACD skill groups. Our cloud routing is 100% on demand, and offered as a SaaS (Software as a Service) solution. Avoid equipment CapEx and reserves. Eliminate service disruptions. Maximize customer loyalty, and profitability. No other platform, service, or

7 premise based equipment can match the level of business continuity offered by Connect2Leads Cloud Routing Platform. Our Solution is ideal for: Our Cloud Routing offers a comprehensive set of features, and configuration parameters: - No equipment needed - Centralized web-based management - Real-time configuration activation, call monitoring and reporting - Real-time telemetry Routing Algorithm - Percent allocation - Round robin - Sequential - Geo-routing Destination Profiles - Name/description - Multi-protocol destinations - Max concurrent call limiters - Flexible scheduling Enterprise Reporting - Calls by hour/day/week/month - Call detail - Destination summary - Custom cross-reports, including center/agent/group specific data