Converged Communication Center
Solution is a fully blended
inbound and outbound contact center
solution. It is an "out of the
box", open architecture solution
that can be designed to fit the way
you do business. We integrate phone,
fax, web, and e-mail contacts, along
with customer data, and distribute
these to the appropriate contact center
agents, managing these interactions
to their completion. It gives callers
automated access to information and
is a predictive dialer, which dials
and distributes outbound calls.
DialResults CT server provides the
• Communication center
• Skills-based routing of customer
calls, faxes, e-mails and web inquiries.
• Ability to get your customers
the information they need, fast
• Simple to use, graphical interface
• Flexible and scaleable to
integrate with your applications and
grow with you
It includes the following:
or Power Dialing increases
agent productivity over manual dialing
by allowing agents to speak almost
without interruption to contacts.
Voice Response (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.
Call Distribution (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.
Call Blending passes both inbound
and outbound calls to agents, significantly
increasing agent productivity.
Call Answering (Screen-Pop)
passes the call and call record to
the agent desktop simultaneously for
intelligent customer care.
Transfer allows agent to easily
transfer call and data to any agent
logged onto the system, to the IVE,
or to any other third party number
for confirmation. Your callers will
never have to repeat their account
and Agent Reporting provides
real time reports by agent and/or
campaign so you can make well informed
timely decisions. The system can integrate
with Crystal Reports and other report
packages as well, allowing you to
generate all the reports you need.
Recording, Monitoring, Coaching and
Conferencing and Text Messaging
lets you know what ' s happening
in real time and records and archives
conversations efficiently for future
use and training.
Telephony puts your phone right
on the computer screen, making phone
functions simple and efficient.
Scripting contains a built-in
browser application to allow easy
data collection right in the agent
scripts through the use of HTML and
ASP and allows changes to the scripts
as needed. Data is integrated back
into the customer record, always keeping
it up to date. DialResults also offers
a powerful tool that allows you to
create and change scripts using simple
drag and drop technology. Absolutely
no programming is required to create
scripts that branch, validate responses,
have a wide variety of response types
(multiple choice, single response,
essay, etc), and dynamically update
your database as you conduct the survey.
Also use this tool to create surveys
on your website that link to your
Campaigns allows you to run
several outbound and/or inbound campaigns
together to maximize the strengths
of your agents and optimize your line
Integration allows you to use
your ODBC database in any campaign.
Voice Messaging uses DialResults'
auto-dialing capabilities to let you
leave thousands of messages on answering
machines or with live contacts. Automated
collection messaging, lead generation
and appointment confirmations are
Highly Visual Interface using
state-of-the-art drag and drop tools
makes using the system as simple as
Agent Log-On allows an agent
working remotely to log onto DialResults
as if they were working right in the
home office giving you practically
or Message On Hold gives your
system the professional image you
want to convey.
Messaging mailboxes can be
set up for every CSR so they'll
never have to miss an important call
Fax option allows agents to
send a fax from a customer directly
from their workstation. A customer
can also use their touch- tone phone
to request a fax document.
Server 2012 Operating System is the
standard in quality today.