Predictive Dialer system | Call Center Solutions | Call Center Equipment | Outbound Telemarketing | Predictive Dialer Solutions
Predictive Dialer system | Call Center Solutions |
Call Center Equipment
| Outbound Telemarketing |
PowerStation™ Predictive Dialing System:
PowerStation™ is a Windows 2000 based Predictive Dialer System with Call Center Management Software. Using the latest In Microsoft Windows 2K and Dialogic Global technology, it delivers an open systems-based call center management solution that offers the most powerful, integrated predictive contact center features available. Its truly open environment makes it a robust system for managers who uses it to get instant access to reports; change call campaigns and scripts, monitoring their agents and other call center related functions. PowerStation™ is being used today world wide at call centers ranging from 5 to 100s of stations.
Open Enterprise Solution: The flexible and scaleable architecture of PowerStation delivers important benefits for your call center at the enterprise level.
Ž An open systems environment based on industry standards (Dialogic SCSA technology, Microsoft Windows, etc.) that provide full compatibility with a broad range of hosts systems and standard call center components.
Ž Scaleable architecture that gives you the flexibility to expand the system as your needs grow while still protecting your initial investment in hardware.
Ž A powerful yet easy to administer MSSQL Server database that enhances the systems data processing capabilities. Menu driven wizards allow managers to easily update and import data.
Intelligent Call Progress Analysis and Voice Detection:
PowerStation’s ™ sophisticated algorithms and high end telephony equipment delivers well over 200% more agent talk time and connect time when compared to manual dialing.
The system’s built-in algorithms control the pace of dialing based on factors such as campaign assignment and drop rate.The PowerStation™ Predictive Dialer system uses Dialogic’s Perfect Call® detection which filters out 85-90 % answering machines, busy signals, fax/modems, beepers/pagers, and operator intercepts, giving your tele-sales agents more talk time and less wait time between calls. The Predictive Dialer incorporates three different methodologies for detecting Answering Machines and other Operator Messages. While the Predictive Dialer will minimizes transfer live call time , it uses the best case scenario for detecting human voice from answering machines and operator messages. The Predictive Dialer uses a mixed method of Cadence Change and Frequency Detection. This intelligent call detection capability is imperative for predictive dialing scenarios.
PowerStation’s multi-campaign dialing feature will allow you to run as many lists as you like. Each campaign is a targeted call list based on criteria such as zip codes, products, demographics, etc..
The PowerStation Agent utilizes web-based technology:
PowerStation™ uses the latest in objection/rebuttal scripting. Using HTML/ASP COMM scripting, agents will click on the appropriate objections and receive the correct objections.
Each agent workstation is configured to easily allow your tele-sales reps to receive calls, read from the script, field rebuttals, and disposition calls such as no interest, sales, lead, don’t call, and other user definable disposition codes. Agents can also enter additional information and schedule agent callbacks, as well as set appointments for sales reps out on the field. Custom data entry screens can be developed using Microsoft Front Page or Microsoft’s Advanced Visual Internet Development Tool Kit to allow for customizable agent data entry.
The Agent station can:
· Read and field rebuttals with PowerStation’s Power Scripting
· Schedule Appointments for reps out on the field
· Conference calls to a third party for remote verification
· Transfer calls and data to other stations (optional)
· Schedule call backs to themselves or other stations along with notes
· Receive callbacks from a previous list or campaign
· Fill out a simplified 10-03 Application for loan origination
· Record their conversations for verification (optional)
· Disposition records like no interest, don’t call, sale, lead, callback etc..)
· Fill out a Web Form on-line and assist customers with purchases on-line
The manager’s stations functions is to control the activities of the agents and the Predictive Dialer system. For example, the manager station can import and export leads; provide daily statistics and produce real-time reports, cross reference a “do not call list “, and send messages to individual agent stations or to all agents using manager to station remote messaging.
The Manager’s Station can:
· Create and set up campaigns/projects and calling lists
· Import lists and dial at the same time
· View all station connected to the Predictive Dialer system as well as their current activities in real-time, ( i.e. connected, paused, and available)
· Monitor what is being said by each agent with a hand held device or by simply selecting the appropriate station.
· Run real-time report of each agents activities
· Lookup and Update status of record
· Control & Monitor the activities of the Predictive Dialer System anywhere from the network or any off-site location.
· Send messages to agents
· Record one or many agent conversations simultaneously (enterprise ed.)
· Play back recorded messages by agent or by date (enterprise ed.)
PowerStation™ can run different campaigns simultaneously. Each project or campaign is created from the manager station. Managers can easily set the calling pace for each campaign based on the drop rate and can also select from a list of scripts to use.
· PowerStation’s scripts can be edited and modified easily using any word processing application . Campaigns and scripts can be changed “on-the-fly”
· Chase Data Corp. provides you with data entry screens for your lead slips (please see enclosed).
· PowerStation™ 3 integrates rebuttal scripting using the hypertext technology, which gives agents a point and click interface and easy key word lookups.
Database & List Management:
PowerStation™ uses SQL Server its database management software. Other Open Database Connectivity (ODBC) compliant databases such as ORACLE, MY SQL- Server, Informix, ACCESS, and Paradox can also be used to the database. PowerStation™ uses the Structured Query Language (SQL) to allow users to easily create and alter targeted calling lists as their campaigns, which can then be imported into PowerStation™.
Import Utility: Allows managers to import leads from anywhere on the network. Its multithreaded Import function allows for importing a list and dialing another at the same time without effecting the performance of they system. Other function included are purging or cross referencing of “do not calls” and removing duplicates. ASCII comma delimited are easily imported into the system.
Reports: Managers will be able to print agent productivity reports, agent status reports, and lead inventory reports. Customized reports can built by them manager using Microsoft Access or by using 3rd party report writers such as Crystal Reports.
Printing: The system will allow your TSRs or managers to print leads slips or confirmed appointment sheets directly to any printer connected on the network.
Appointment Scheduling Program:
PowerStation™ comes with a real-time appointment scheduling program that will give your TSRs a real-time view of all the appointments set for a given week. This will help from over booking time slots and allow your TSRs to manage their sales force effectively. The Scheduling System also allows for multiple appointment calendars and schedules to be displayed based on factors such as campaigns, sales territories and sales agents.
By simply selecting the station, managers and supervisors can “listen in “ or coach live calls without the called party hearing the conversation. This “silent Whisper Option” makes it possible that there is no need to invest in additional monitoring hardware such as services observation units.
PowerStation™ Enterprise gives Managers have the capability to record one or many conversations simultaneously for quality assurance or training purposes. Agents have the ability to stop and start recordings with a simple click of a button to verify sales information. Each recorded call is stored as a voice file that can later be played back. The files can be retrieved based on telephone number, campaign name, date and time of call and the agents name or a combination of all.
This feature allows the rep to select from a drop down menu a selection of telephone numbers and or descriptions of numbers to make a 3 way call. This “warm transfer” technique also gives the agent the option of leaving the conference allowing the other parties to stay on line.
Agents can transfer calls externally for a Third Party Verification (TPV) system or internally for Take Over (Tos) for closing. The process begins when the agent select s to transfer the call to a queue of TPV agents or Tos to be available to take calls along with customer specific data. The transfer process is called a “warm transfer where the agent does not leave the customer on hold by themselves. Agents can also call transfer the call externally off site and then be able to drop of from the conversation.
PowerStation™ can be configured to process both inbound and outbound calls simultaneously. This system will allow incoming calls to be processed through the Predictive Dialer system to be available for a group agents to handle calls with screen pops, similar to an ACD group. This will give the inbound agents instant information on the caller. Digitally recorded messages such as an IVR and Auto attendant can be placed while the calls are routed to the next available agent or group. The system routes the call to appropriate agent based on skill, also known as Skill Based Routing.
The Fulfillment System gives you the added ability to perform call tracking by defining certain external events. At the completion of specialized calls, the systems can send results to a customized file and can print personalized letters, mailing labels, etc.
PowerStation runs on Windows 2000:
PowerStation™ runs on the Microsoft® Windows 2K, a true 32 bit multithreaded / multi-user operating system giving you complete corporate integration with your existing host applications. Its open architecture and faster processing speed than any DOS or regular Windows 3.1x based application makes it the platform of choice to host mission critical applications such as predictive dialing. Windows NT also features full blown networking capabilities that can connect with any IBM, DEC, UNIX or Novell system. Since PowerStation runs on top of the Windows NT, only one system must be maintained as the central point for dialing, managing a database list and running reports.
State of the art non-proprietary hardware:
Power™ uses Dialogic hardware, the worlds leading supplier of scaleable, open architecture Computer Telephony Systems. PowerStation™ utilizes the latest in digital technology using Signal Computing Systems Architecture (SCSA™) giving you the most complete set of open, globally-approved computer telephony components in the industry. SCSA is a path for growth; because of its truly open, non-proprietary nature
Remote Monitoring System:
Supervisors and managers can now run reports, view real-time statistics and monitor their call centers performance any time of the day. This can be done from anywhere on the network or off-site via modem.
Chase Data Corp provides technical support on hardware and software to their customers Mondays thru Friday from 9:00am and to 9:00pm EST. Support during off-hours such as weekends can be provided through a weekend number.
· Remote monitoring capabilities: Chase Data Corp.’s technical staff will monitor your Predictive Dialer system with a remote monitoring software and modem. (PCAnywhere)
· Onsite Installation & Setup : Chase Data Corp. will conduct the on-site installation of the Predictive Dialer along with connecting all the pertinent hardware. It would include setting up the network for LAN connection using Windows NT networking and configuring the PCs.
· Technicians: Chase Data Corp’s trained technician will be able to be resolve any technical issues and help managers walk through the system for operation.
· Advanced Replacement of parts: Chase Data Corp provides a 1 year warranty on all hardware purchased through Chase Data Corp. which also includes next day shipment of replacement parts.