TS-Dialer simplifying Business

Transcription

1 TS-Dialer simplifying Business TS-Dialer offers required analysis to monitor 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. 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 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. 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 Maintains Log of events Provides MIS on Log of events 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 Database integration

2 Auto Dialer Automatically calls are dialed and transferred to available agent 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 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 - 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

3 Preview Dialer Pops up the numbers to be dialed on Agent s screen one-by-one 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 TS-Preview Dialer offers required analysis to monitor 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. Moment call is picked up, the number is deleted from the list Maintains Log of events Shows Live Status on Administrator Provides MIS on Log of events CTI based Dialer 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

4 Progressive Dialer Automatically calls are dialed and messages are played Selects number from the central list and flashes the same on agent's 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. Selects a call from Dial List Pops up a number on agent s 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

5 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 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 Agent can choose Break Out once resume on duty