1 DialShree (Carrier Grade Predictive Dialer) Team Up With DialShree And Evolve Your Inbound & Outbound Campaigns
2 MANUAL DIALING VS PREDICTIVE DIALING Manual dialing phone numbers wastes over 75% of each hour.
3 INTRODUCTION: Market Scenario Revolutionary changes in nearly every aspect of the traditional outbound/inbound call center. Switch from a single-function (telephony-only operation), into a multifunctional, multimedia, customer service contact center. Factors like Call Efficiency, Agent Retention Rate and Morale boosting contributing to Profitability. Predictive Dialer thus serves as a vital ingredient in laying foundation of the modern contact center; making it an ultimate technology of choice for inbound/outbound campaigns etc. PREDICTIVE DIALER : Changing Face of Outbound Calling
4 DialShree Features DialShree, is a comprehensive customer contact product that seamlessly integrates with your existing voice and data systems. It delivers a carrier class application that not only automates the handling of failed calls but also offers : Seamless Predictive Dialing, Call Blending, Call Processing facilities, Real-Time statistics & reporting, Remote (Web Based) monitoring, and Many add on In-Group features all designed to maximize agent productivity and enhance the overall efficiency of your contact center. PREDICTIVE DIALER : Changing Face of Outbound Calling
5 HIGHLIGHTS Run Multiple Campaigns Simultaneously! Run a separate campaign on each line simultaneously. Dynamic Call Blending! Passes both inbound & outbound calls to agents, significantly increasing agent productivity. Supports AMD & SIT Frequency Detection! Auto Detection of Fax Machine, Answering Machine, Busy Tone and Telco Tones. Sophisticated Call Processing Features! Dial Next Number, 100 % Digital Call Recording, Park Call, Web Call Back, Call Transfer (Agent, PBX, Outside #), Music or Message on hold etc. Facilitates Calls Recording and Conferencing! Supports 100% digital agent wise call recording and three party call conferences. Real-time" Statistics and Reports (CDRs)! The system displays both campaign and all agent statistics and reports easily. Facilitates remote (Web based) monitoring of real time traffic and statistics. Add on In Group Features! Like ACD, Digital Receptionist, Agent login in multiple In-Group, Voice mail, Multi-Campaign IVR and Automated Post-Call Processing, Quality Monitoring etc.
6 FEATURE LIST Predictive Dialing: Call Blending: Dialing Modes: Call Processing Features: Most advanced dialing system Supports Answering Machine and S.I.T. Frequency Detection. Runs multiple campaigns simultaneously. Campaign Management and Monitoring. Receive Inbound Calls as well as, Make Outbound Calls. Predictive, Automatic or Manual Modes. Dial Next Number (Auto Dialing) Park Call (Queue the call), Web Call Back, Call Transfer ( to Agent, PBX, Outside #), Music or Message on hold, etc. all from the PC workstation and without using the telephone. Call Recording and Monitoring: 100 % digital recording of conversations. Call Monitoring for real time and future reporting and analysis.
7 contd Add On, In-Group Features: 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. Digital Receptionist, enabling answering the inbound phone calls. without a receptionist. Agent login in multiple In-Group. Voice Mail facility, mailboxes can be set up for every CSR so they'll never have to miss an important call again. Multi-Campaign 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. Automated Post-Call Processing, auto records and archives all details after the call efficiently for future use and training. Quality Monitoring, follows a predefined quality policy enabling ASQUARE Quality Assurance.
8 contd Conferencing: Call and Agent/Campaign Reporting (CDRs): Database Integration: 24/7 Centre of Excellence : Supports Three party call conferencing. Real-time call monitoring. Keep track of events (agents log in/log out, online reports, agent wise reports, campaign wise reports, disposition reports, etc. Carrier Switch CDR Reconciliation Reports (both agent and campaign wise) using industry standard Crystal Reports and statistics. Remote (Web based) monitoring. Controllable by, and can be integrated with, host or legacy database systems via its flexible interface. 24x7 tech chat support to customers over 20 countries Tech Team Monitors all your, Online calls, Bandwidth and carrier Gateway status remotely, and Assists you in sorting your configurations and problems.
9 DialShree : ADMIN ADMIN INTERFACE: An integrated set of utilities to assist with Campaign Design and Management. Standard reports can be initiated and printed from the Administrator Application. Some of the functions performed from the Administrator Application are as follows: Web Based Administrative screens for management consoles. Agent setup & security management. Complete campaign setup & configuration Database selection criteria & outbound campaign loading. Real time Call Statistics & Agent/Campaign Reports. Standard & customized system reports. Total customization for complete business needs.
10 Admin Screen Shots
15 DialShree : AGENT AGENT INTERFACE: Allows agents to easily view Customer Information clearly and quickly on their monitor. Shows the call status, time, channel details and call status. This "one-click" interface allows the agent to maximize time efficiency and maximize call volume and perform: Agents can 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 Start Recording (Record Call) & Transfer Conf (Call Transfer). Agents can park (queue) a call, with Music or Message On Hold facility. They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or automatic calls. All this can be done from a single, simple user interface.
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