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Cloud Simpliciti is a multi-tenant unified communication platform for outbound and inbound communication with prospective clients and businesses worldwide. It can be used as a communication tool for small, medium and large businesses and organizations. Cloud Simpliciti allows clients to broadcast Voice, Faxes, SMS messages, Emails, Surveys and Interactive Voice Responses (IVRs). It offers smart auto-dialer and smart predictive auto-dialer capabilities that boost your staff efficiency by 500%. Cloud Simpliciti interfaces with most Customer Relationship Management (CRM) applications through API system integration to provide a comprehensive Client Management and Communication solution. Cloud Simpliciti uses the newest development technologies to date. It is reliable, secure and easy to use. It is multi-tenant, cross platform and operating system independent. 4
Following is a list and brief description of various campaigns that Cloud Simplicity supports: 5
Cloud Simpliciti has a Smart Predictive Auto Dialer functionality that has all the features and built-in capabilities to process multiple simultaneous automatic calls, play recorded message prompts and transfer calls to agents if the recipient wants to transfer by pressing some DTMF key. Cloud Simpliciti enhances agents efficiency by 500%. The platform supports various campaigns: Agent Campaigns: An Agent campaign dials numbers from a contact list and on answer by the recipient, directly forwards the call to an agent/external call center/ivr system. Interactive Campaigns: An Interactive campaign allows a call recipient to respond by pressing some DTMF keys on the phone. This campaign starts by dialing numbers from a contact list and, on answer by the recipient, plays a recorded message and if recipient presses a desired key, it forwards the recipient to a live agent for further call handling. Voice Broadcasting Campaigns: A Voice Broadcasting Campaign is a simple voice broadcasting campaign, also known as a message campaign, that dials numbers from a contact list and, on answer 6by the recipient, plays a recorded voice message and then hangs up.
IVR Campaigns An IVR campaign broadcasts IVR (Interactive Voice Response) messages. IVR is a technology that allows Cloud Simpliciti to interact with humans through the use of voice and keypad inputs.this campaign dials a number from a contact list and, on answer by the recipient, plays an IVR message. Based on the recipient responses, the systems performs certain operations: For example, transfers the call, gets digits, announces the date and time and plays some other messages, etc. Inbound Campaigns An Inbound campaign works like an IVR system. User publishes incoming numbers (DIDs) and interested callers call these numbers and listen a prerecorded voice message. If caller presses desired key, the call will be forwarded to live agents for further call processing and handling. 7
Email Campaigns An Email campaign sends an email message to all specified email addresses in your contact list. SMS Campaigns An SMS campaign, just like any other campaign, simply broadcasts a text message to all the phone numbers from a contact list. Fax Campaigns Faxing campaigns have a re-birth since the advent of FoIP communication and Internet Telephony (IP). A Fax campaign in Cloud Simplicity dials numbers from contact lists and on answer by the recipient, transfers fax documents to recipient. Built-in support for pdf and tiff documents can be easily upgraded to support any document format. Survey Campaigns A Survey campaign dials a number from a contact list and, on answer by the recipient, asks a set of questions and records responses from recipient and prepares a report for further analysis 8 and processing.
Cloud Simpliciti integrates with CRM applications to manage a company's interactions with current and future customers or contacts. CRM applications involve using technology to organize, automate, and synchronize sales, marketing, customer service, and technical support. Contact information into Cloud Simpliciti is fed from the CRM application instead of an Excel and CSV file. 9
CRM CRM is a Customer Relationship Management Application that combines sales-force automation, marketing campaigns, customer support, collaboration, Mobile CRM, Social CRM and reporting. CRM automatically records all the stages in a sales process. It includes a contact management system which tracks all contact that has been made with a given customer, the purpose of the contact, and any follow up that may be needed. This ensures that sales efforts are not duplicated, reducing the risk of irritating customers. CRM also includes a sales lead tracking system, which lists potential customers through paid phone lists, or customers of related products. 10
CRM An integral part of any CRM is company wide integration among different departments. If systems aren t adopted and properly integrated to all departments, there might be a lack of communication which could result in different departments contacting the same customer for the same purpose. 11
Cloud Simpliciti is an enterprise grade communication platform that provides the following features: Scalability: It is capable of making a large number of simultaneous phone calls. Integration: It is capable of providing an application programming interface (API) for system integration. 12
Scalability Cloud Simpliciti scalability means upgrading its functionality to accomodate more users and calls with minimal upgrdaing of resources. Cloud Simpliciti can be scaled up to blast thousands of simultaneous / consurrent calls by adding multiple dedicated servers to provide scalability and load balancing. Usually a single node or well-equipped dedciated server can handle 500 simultaneous calls efficiently. Using this distributed approach, there is virtually no limit on scalability. One can increase and decrease server nodes to scale up and down respectively. Cloud Simpliciti has been successfully tested on 5 server nodes to achieve 2500 simultaneous / consurrent calls. By adding more CPU cores, RAM and storage, nodes can accomodate more calls effectively ad efficiently. 13
Integration Another key feature that Cloud Simpliciti supports is Application Programming Interface (API) functionality. It provides REST-based APIs for third party software integration. Cloud Simpliciti uses REST-based APIs to ensure that automation between the platform and third party applications is seamless and smooth. 14
1. Secure Cloud-based platform 2. Automated Telemarketing Features 3. Fast and easy to use 4. Accurate and effcient 5. Multiple campaign support 6. Multi-tenant support 7. Multi-plaform support 8. Fax, SMS, Email, IVR and Voice broadcasting 9. Phone Surveys and Polls 10. Real-time reports, graphs and charts 11. Interactive/Demand dialing at the press of a button 12. Excel sheet, CSV and CRM support of contact lists to dial into a campaign 13. DNC (Do Not Call) lists management 14. Answering Machine Detection (AMD) support 15. Pre-recorded message to voice mail support 16. Conversation recording 15
Cloud Simpliciti Features Cloud-based Fax, SMS, Email, IVR and Voice Broadcasting Multi-tenant platform meaning that Service Providers / ITSPs can create secure accounts and work independantly Separate web portals for users and adminisntrators Smart Auto dialer and Smart Predictive Dialer capabilities Importing phone number lists / contacts for use in multiple campaigns Filtering and categorization of contacts Scheduling of campaigns on the basis of selected days of the week and particular times Set up, configure, and run multiple campaigns simultaneously Custom CallerID with personalized Names Answering Machine Detection also playing custom messages Separate messages for answering machines and live persons Scalable to support thousands of calls and handle heavy loads Real-time control of campaigns using pause and start buttons Real-time change of campaign parameters using edit button 16
Real-time Management of the number of concurrent channels/calls for active campaigns Simple Voice Broadcasting as well as Interactive Voice Broadcasting support (press 1 voice broadcasting) Inbound Voice Campaign support for inbound telemarketing Store and display Customer Responses for results and call status data reports Multiple technologies support including SIP/IAX2 and multi codecs User-friendly cloud-based configuration interface Seamless interface with multiple long distance carriers and gateways Control rate of concurrent calls for multiple campaigns Intuitive cloud-based IVR Designer Real-time system and call statistics charts for active as well as completed campaigns Web management interface for uploading and creating voice recordings, fax documents and SMS Messages Support for multiple audio file formats like wav, gsm, etc Can be used as standalone fax and email broadcasting 17 platform
Basic call center functionality allows agents to receive calls External call center support for advanced call center functionality Queue calls with custom music on hold or pre-recorded messages Single extension or batch of extensions creation Forward to anagent on answer without playing IVR or forward to agent with IVR on key press 18
Non-profit fund raising Polling Lobbying firms Political campaigns Wedding invitations Outbound appointment reminders Inbound IVR Support Emergency and alarm dialer Retail sales and business advertisements Banks Insurance companies Credit card companies Mortgage companies Real estate companies Membership Rosters Blood Banks Churches 19
Automated telemarketing Enterprise-grade message broadcasting Business to Business (B2B) lead generation Emergency Notification System Interactive Voice Broadcasting / Press 1 Campaign type Customer Phone Surveys or Collections Mass communications or notifications Robocall Phone Reminders Community and Emergency Alerts School Notifications 20
Auto Dialers can be simple Voice broadcasting to Smart Predictive dialers. Following are a few of the important telephony concepts related to auto dialers that will help you understand Cloud Simplicity auto dialing technciques. Below dialing techniques can be converted to auto dialing technique by replacing human attendants at the calling terminal with an auto dialer software. For example, predictive dialer can be called predictive auto dialer by using a auto dialer software. 21
Voice Broadcasting: Voice Broadcasting allows you to deliver a message that has been pre-recorded to answering machines and live call answers by humans. If a new call status is mentioned, such as busy, away, etc then the phone systems have the capability to schedule the call for another date and time. Messages that are simple can be delivered to the recipient or an IV script is presented to the recipient that can accept responses from touch gadgets. Preview Dialer: With the Preview Dialer, the phone assistants can view the information of the call, before even placing the call. The assistant has a choice to decide whether to initiate the call or not by this technique. 22
Progressive Dialer: A Progressive Dialer has an added advantage. The phone assistant can view the caller information at the same time the caller is dialing the number. However, the caller can only view the information for just a few seconds and can not stop the call from connecting or proceeding. This is commonly referred as Force Preview Dialing. Predictive Dialer: A Predtictive Dialer uses various techniques to minimize the time between dialing and further connecting the call to live agents. This technique allows a phone agent to dial several phone numbers at the same time. Once the call is answered, the predictive dialer tries to connect to the agents. However, the recorded messages that are played to the recipient are simple recording or IVR messages asking them to press a key on their phone. 23
Smart Predictive Dialer: This is similar to Predictive Dialer except that the voice messages are not simple. A Smart Predictive Dialer plays personalized messages using custom variables, text-to-speech and recorded messages when recipient answers the call. On key press by recipient (usually key 1), a Smart Predictive Dialer connects the call to an agent for further communication. 24