If your business
calls a large number of clients in a limited period
of time, your telephone agents will need the assistance
of our predictive dialers. TCMS'S unsurpassed
predictive dialer capabilities increase agent
productivity by up to 400%, eliminating non-productive
calls in order to keep agents talking. The predictive
dialer enables agents to spend up to 75% percent
of each hour talking rather than dialing, resulting
in lower costs per transaction and increased contact
rates. Effective for large or small telemarketing
groups, the dialing software includes precision
that ensures agents receive calls and the associated
data simultaneously either on their computer or
on their phones. Agent productivity is enhanced
with capabilities to anticipate when to place
the next call and how to detect unproductive calls
such as busy signals, answering machines, no answers
and disconnects. There is no delay time in between
the call transfers to live agents. (Period) Please
call in our customer service department for a
live demo. We guarantee you that you would be
amazed what we have to offer.
Imagine that
you have a team of 12 to 15 telemarketing agents,
each with a telephone in hand and an endless list
of phone numbers to call. Agents A, B and C dial
the first number on their lists and each receives
an answering machine. Agents D and E both receive
busy signals. Agent F has just called a number
that is not in service. Agents G and H both connect
to a live person and begin making their pitch.
What just happened? Essentially, three-quarters
of your agents have just wasted their own time,
as well as your time and money. Predictive Dialer
eliminates this wasted time and effort, while
drastically increasing sales efficiency. So, what
exactly is the Predictive Dialer?
Predictive
dialers efficiently and accurately screen out
answering machines, busy signals, operator intercepts,
fax lines etc. and passes through only live connects
to agents. This allows for maximum call center
efficiency and can improve overall contact rates
by as much as 400% over manual dialing. Predictive
dialers will save you time and money with each
business call. Predictive dialers make the call
for the telephone agents automatically. To ensure
the accuracy of the predictive dialers, we’ve
predictive dialer software that adjusts to all
calling patterns as needed. The predictive dialer
software acts as a management system for complete
predictive dialer solutions. Predictive Dialing
uses sophisticated software algorithms to maximize
the productivity and efficiency of outbound contact
center.
You may be
asking, "Why is it called the Predictive
Dialer?" Well, it is predictive because it
automatically adjusts to calling patterns, the
number of agents, and the average call length.
If calls are short, the dialer dials on more lines.
If fewer agents are available, the dialer dials
less frequently. If calling patterns change, the
dialer changes with them. Also predictive dialer
is able to handle multiple projects, and multiple
calling lists, seamlessly switching between them.
Finally, the dialer allows you to modify the frequency
with which the dialer "abandons" a call.
An abandoned call occurs when a live person picks
up the phone, but there are no available agents
to take the call. When the person hangs up the
phone before the dialer switches the call to an
agent, the call is "abandoned". The
dialer enables an administrator to adjust the
calling rate to minimize abandoned calls.
Predictive
Dialer, besides making calling more efficient,
makes calling less tedious. Telemarketing has
the lowest retention rate out of any job in the
nation. An average telemarketer will work six
hours before he quits. Using the Predictive Dialer
and reducing the tediousness of telemarketing
will greatly increase your agent retention rate
as well as agent productivity. Also, by seeing
his own results, an agent's morale will increase
dramatically, which will only add to his efficiency.
A TCMS
Predictive empowers call centers so that agents
can spend up to 50 minutes of each hour talking
to live prospects., it not only generates new
leads but, also gets you relevant feedback from
the clients.
Call
Efficiency per Agent Clearly, efficiency
and agent morale and retention lead to one thing:
profit. The following chart gives you an idea
of how much a predictive dialer can increase profits
by revenues have increased over three times, and
profit has increased almost ten times. The fact
is simple: if you talk to more people, you will
get more leads. it is purely numbers scenario.
Predictive
Dialer Software Features
Predictive
Dialer Software is a system of outbound calling
that dials without the agent on the line. Predictive
Dialer Software dials the phone, listens and when
a live "hello" is detected, automatically
transfers the call to an available agent. Predictive
Dialer Software places numerous calls simultaneously,
checking each number for a live "hello"
or for another call disposition. If the call is
busy, no answer, not working, etc., the dialer
either discards or reschedules the call, then
dials another number. The dialer is predictive
because it anticipates when the next agent will
become available, and when the next "hello"
will be detected.
PEC's Predictive Dialer Software automatically
adjusts to calling patterns, the number of agents,
and the average call length. If calls are short,
a dialer should dial more lines. If fewer agents
are available, a dialer should dial less frequently.
If calling patterns change, the dialer should
change with them. It should also be able to handle
multiple projects, and multiple calling lists,
seamlessly switching between them. Finally, one
should be able to modify the frequency with which
the dialer "abandons" a call. An abandoned
call occurs when a live person picks up the phone,
but there are no available agents to take the
call. When the person hangs up the phone before
the dialer switches the call to an agent, the
call is "abandoned". A high quality
dialer enables an administrator to adjust the
calling rate to minimize abandoned calls.
More features
for Predictive Dialer Software:
Agent
Log On
Predictive Dialer Software
allows the agents to log themselves on to any
station and any campaign, right from the workstation.
The agent can change campaigns, while remaining
at his or her desk. This eliminates the need for
the supervisor to go to the dialer and change
the campaigns.
Agent
Call Back Scheduling
Predictive Dialer software from “Total Call
Management Solutions” is a complete solution
to using computer based telephony services for
marketing, sales, surveys, customer service and
collections.
The system uses a very flexible campaign structure
to allow the administrator to create campaigns
to automate many types of business activities.
The combination of calls and mail based activities
processed in a user defined "stepped"
campaign allows for highly complex processes to
be automated. Security for users is tightly controlled,
and allows for true call center automation.
The system is completely PC based, and uses a
Windows NT, Windows 2000 or Novell NetWare File
Server and PC LAN to provide services to support
the operation of the system.
Dedicates LANs, Servers and PCs are not required.
Existing hardware can be utilized in an environment
that is PC LAN based with a file server. Supported
Phone Hardware includes the "Stand Alone"
International Dialing Engine with Dialogic Cards
for Calling and Station Management and the "Phone
Switch"
Custom Integration services are available directly
from the developer to interface with corporate
databases and accounting systems, or the user
can develop applications to interface with the
TCMS databases. Full Data Dictionaries for all
databases and indexes are included with system.
TCMS is licensed on a Telephony user basis. The
numbers of agents using Data Entry and Manual
Outbound/Inbound modes are not restricted.
Appointment
Scheduling
Appointments can be scheduled right from the any
agent’s desk. Following screen shows Appointment
Management utilities.
Agent’s Desk Schedule option
Agent’s
Desk Date and Time Schedule option
Appointment
details with directions for effective scheduling
Appointment
setting with optimized successful scheduling execution
Automatic
Report Print Out
The CSR can automatically print a report with
a term code. For example, if someone wants to
be taken off the list, the agent will term the
call, as a coded tag and a sheet will automatically
print it so that the supervisor is able to log the
number. This works for sales, callbacks or any
other termination code.
Agent
Statistics on the screen
The TCMS® system’s active color displays
agent campaign statistics. It will also provide
a status as to what state the call is at all times.
Application
Programmers Interface (API)
TCMS® also includes an API, which allows any
third party developer or third party application
to easily and seamlessly connect to the dialer.
For example in-house customer service applications,
mortgage banking system’s, to name a few.
Answering Machine Detection
TCMS® has the ability to detect more than
85% of the answering machines on the market.
Agent Break Control
Breaks can be initiated at agent stations without
disrupting the dialing engine. This feature can
be enabled/disabled for each agent while the system
is running.
Call
Blending
The TCMS® system supports multi-application
inbound/outbound calls. Agent screens databases
will change as inbound calls are received and
outbound calls will slow to accommodate the blending.
The campaign speed will adjust all the call flow
type change.
Call
Backs
Your agents can schedule callbacks to either their ownselves
or to any agent in the group at a set date and
time. This feature maintains individual account
portfolios, providing increased personalized service
to customers.
Call
Transfer
An agent can transfer a call to another agent
or supervisor for information verification, product
sale or service assistant- in the same office
or across the country. Your caller gets the benefit
of an immediate response and the agent is instantly
available to take another call the moment the
call is released.
Call
Conferencing
Every agent station can be enabled to connect
three-way calls for teleconferencing. This is
especially beneficial.
Create
a Call List
A call list can be created from any source of
data not just a main table using any type of existing
data from the results table or new data.
Dialer
Control from the Administration Console
The dialer can be controlled from anywhere that
the administration console is running. Using the
feature, the supervisor does not have to leave
his or her desk to control aspects of the dialer
and he can also set-up the dialer from any computer on
the network that has the administration console
running.
Digital
Announcement Space
The system can play a greeting message for inbound
callers. A second message the on-hold message
can be set up to play to the customer while waiting
for the next agent. These inbound messages are
ACD-specific. This second message often includes
advertising or product announcements. An optional
outbound message can be played to the called party
prior to switching the call to the agent in outbound
predictive mode. These messages are campaign-specific.
Dedicated
Sales Lines
Dedicated lines can be set up for dedicated services
such as verification. Line usage is also available
on the system to determine if enough lines have
been dedicated to the process.
Editing
Software
TCMS® provides the capability of editing fields
in the system either during a call or after call
completion from either an agent’s workstation
or their employee’s workstation.
Export Utility Wizard
This feature allows you to export any data.
Graphical
Display
The dialer can graphically display all inbound
and outbound call activity for campaigns, agents,
and the system.
Goal
Oriented Pacing
Goal oriented pacing compensates for incoming calls, adjusting automatically
the dialing speed to maintain an efficient
dialing connect rate. While monitoring the calling
process in real-time, pacing is dynamically adjusted
to calls and efficient agent utilization.
History Table
This feature lets you view the complete history
for a telephone number.
Inbound Automated Call Distributor (ACD)
Automated call distribution is a PBX feature,
which processes inbound calls and evenly distributes
them to agents. Using Dial Number Identification,
which is a telephone network service, our system
can offer screen pops, and, intelligent call routing.
ACD reporting is included with the system.
Import
Data into system
Data can be easily imported into the system from
any type of file format by using the simple-to-use
Step wizard.
List
Management
TCMS list management system is a comprehensive
Contact Management data base system, including
campaign management and ACD system management
tools. Feature includes a self maintained Do-Not
–Call file ,a universal list import function,
user defined call disposition codes, product and
services tracking and several calls list analysis
tools. Powerful reporting capabilities include
productivity reports, telemarketing sales journals
and sales analysis reports and third party reporting
packages. These features are completely menu –driven
and eliminate the need for on-site programmers
to manipulate data.
Manual
Dialing
Manual calls can be placed directly from the agent
station, eliminating the need for a separate telephone
console and telephone line .All manual calls are
documented and system statistics are accumulated.
Because all calls are documented, time and money
wasted on unauthorized personal calls is eliminated.
Online
Field Editing
TCMS system allows screens to be designed to the
capability of editing fields in the system either
during a call or after call completion from either
an agent’s workstation or another employee’s
.The supervisor controls this editing.
Open Architecture
Built on industry standards, users can leverage
their existing investments in computers, corporate
networking and telecommunication technologies
by easily integrating with existing-in-house systems
and software application. TCMS is client-server
based, allowing real-time interactive communications
between the serve and the client. As a result
all dialing parameters-system wide or campaign
specific-and all client features (inbound, outbound,
voice record, agent breaks, etc.) Can be modified
while the system is running (“on the fly”)
Outbound
predictive dialing
To initiate outbound calls, the system monitors
several real-time events, including dialing time,
average talk time and wrap-up time, and simultaneously
predict when to make a call and how many calls
to make. By delivering only ”live”
calls to agents, efficiency and productivity are
maximized. Predictive dialing reports are included
in the system.
Outbound
Messaging
The system can initiate outbound calls, play a
message and offer the caller options to hold or
press a phone button to speak to a live agent.
Perfect
Call Detection
The system recognizes fax tones, modem tones,
SIT tones, and answering machine for additional
detection to presents agents with “live”
callers.
PBX
TCMS® does not require a PBX to provide all
the required functions.
Rep
Reminder Messaging
Message windows are easily programmed. For example,
when an appointment for sales, service or installation
is made; a window would “pop” to remind
the agent to verify the home address. This valuable
features save time and money, by reducing the
number of missed appointments due to incorrect
and incomplete information. Any call disposition
code can have a preprogrammed message reminder.
Reporting
PC Compatible
The system provides inherent reporting capabilities
that are pc-driven. Third party reports writers,
such as Access, Crystal reports and Lightship.
Can be used to generate custom end-user reports.
Reminder
Messaging
Message windows are easily programmed. For example,
when an appointment for sales, service or installation
is made; a window would “pop” to remind
the agent to verify the home address. This valuable
features save time and money, by reducing the
number of missed appointments due to incorrect
and incomplete information. Any call disposition
code can have a preprogrammed message reminder.
Remote Monitoring
TCMS® can be set up to allow supervisors to
remotely monitor agent conversations with prospective
clients.
Scripting
A powerful scripting package is included to allow
easy production of scripts to meet any business
need. Changes can be done “on the fly”
while the system is operating.
Screen
Design Flexibility
The supervisor can design and change screens and
scripts “on –the-fly" working on the
regular screens and the confirmation screens.
The supervisor can have as much or as little information
on the screen as desired, from drop-down boxes
to pick list.
Statistics
on screen
The TCMS® system’s active color monitor
displays agent and campaign statistics. It will
also provide a status as to what state the call
is in at all times.
Silent
Monitoring
Conversations can be monitored both locally and
remotely with the ability to break into the conversations
if necessary. This features are only ensures quality
control, but also can be a powerful tool to train
the fundamentals to new agents.
Third
Party Verification
TCMS® has the inherent capability of transferring
to an off-site location to verify sales or credit
card.
Voice
recording
The system can digitally-record client/customer
conversations for security and verification purposes
simply by pressing the “start” and
“stop” keys at the agent’s terminal.
All voice recording are stored digitally and can
be easily retrieved by phone/log number.
Predictive
dialer - Features & Benefits
Achievable benefits
of Predictive Dialer by TCMS
The benefits
of choosing predictive dialing over manual dialing
are enormous. There is no doubt that a predictive
dialer pays for itself within a matter of months.
-
Identifying
business success yardstick –
Individual management goals for each campaign.
-
Accurate
call monitoring - Lower abandonment,
more readily available resources and stricter
compliance with service level agreements.
-
Increased
efficiency - Accurate algorithm calculation
and fast adjustment.
-
Productive
contact - Different contact modes
applicable in different scenarios, such as
B2B and highly targeted campaigns
-
More
successful contacts
- Adherence to contact time of day restrictions.
-
Increased
dial list penetration - Option to
play a recorded message when an answering
machine is detected
-
Reduced
idle time - Significant reduction
of unproductive agent time.
-
Per
Agent Call
Efficiency
-
Agent
Retention Rate and Morale
-
Profitability
 |
 |
 |
 |
| Web-Enabled
Agent & VOIP - capitalize on
Internet technology to customize the solution
to meet the needs of your business. |
| Inbound
Call Routing and Screen Pop! - Predictive
dialing call routing to the agent with caller
information automatically displayed on screen. |
| Scalable
- from 4 to 480 seats and up! |
| Open
Architecture - integrate or expand
with off-the-shelf products or computers already
in your business. |
| Relational
Database - predictive dialing includes
MS Access. Also compatible with MS SQL Server
(not included). |
| Inbound/Outbound
Call Blending – It is complete
suite of product with both outbound and inbound
call automation capabilities. |
| IVR
(Interactive Voice Response) / ACD (Automated
Call Distribution) - user configurable
IVR, changeable without stopping the system. |
| Digitized
Recording - record and archive portions
of the conversation for later retrieval. |
| Time
Zone Sensitive Dialing - automatically
starts and stops dialing a time zone at the
user defined time. |
| Exclusive
Appointment Scheduling Calendar -
empower your agents to schedule by campaign,
by location or sales representative. |
| Voice
Broadcast Messaging - predictive
dialing allows you to leave pre-recorded messages
to dialer-detected answering machines. |
| Unlimited
Flexible Scripting - branch logic,
simple “on the fly” editing and
unlimited data capture, use pick lists, modifiable
pick lists and open-ended responses to gather
critical customer information. |
| Run
Multiple Campaigns Simultaneously
- predictive dialing allows up to 80 with
full control over pacing, reporting and data
fields of each individual campaign. |
| Managed
Callbacks by Agent or Station - agent-scheduled
date and time for automatic callbacks. Edit,
delete and re-assign callbacks from the manager
station. |
| Fully
Customizable Data Fields - you decide
what data you want to accumulate. |
| Comprehensive
Reporting - the information you need
to make management decisions immediately. |
| Compliance
with No Call Laws - built in “no
call compliance” list management. |
| Exclusive
Voice and Data Transfer and / or Conferencing.
|
| Offsite
Third Party Remote Verification. |
| Silent
Monitoring - with break-in capability |
| More Predictive
Dialer System Features |
| |
•
Agent Statistics on the screen
• Agent Call Back Scheduling
• Appointment Scheduling
• Agent’s Desk Schedule option
• Agent’s Date and Time Schedule
option
• Appointment details with directions
for effective scheduling
• Appointment setting with optimized
successful scheduling execution
• Application Programmers Interface
(API)
• Answering Machine Detection
• Agent Break Control
• Call Blending
• Call Backs
• Call Transfer
• Call Conferencing
• Create a Call List
• Dialer Control from the Administration
Console
• Digital Announcement Space
• Dedicated Sales Lines
• Editing Software
• Export Utility Wizard
• Goal Oriented Pacing
|
•
History Table
• Inbound Automated Call Distributor
(ACD)
• Import Data
• List Management
• Manual Dialing
• Online Field Editing
• Open Architecture
• Outbound predictive dialing
• Outbound Messaging
• Perfect Call Detection
• PBX Switch Capabilities & Integration
• Rep Reminder Messaging
• Reporting PC Compatible
• Reminder Messaging
• Remote Monitoring
• Scripting
• Screen Design Flexibility
• Statistics on screen
• Silent Monitoring
• Third Party Verification
• Voice recording |
Features options of Predictive Dialer system
| Feature |
Standard |
Optional |
| Ability
to send Screen Data to an external web
application |
 |
|
| Agent
Connection via IPLC |
|
|
| Agent
Connection via VoIP |
|
|
| Agent
Reporting |
|
|
| Agent
Screen Pop Ups (Caller Information &
Scripts) |
|
|
| Agent
Screen Pop’s (Supports 8 Dispositions) |
|
|
| Analog
Line Support/T1/Digital/ISDN/BRI |
|
|
| Answering
Machine Detection |
|
|
| Call
Back Support |
|
|
| Call
Recording (Every Call Recording) |
|
|
| Call
Reporting |
|
|
| Call
Transfer Capability |
|
|
| Channel
Bank Support |
|
|
| Database
Import Support |
|
|
| Dialogic
MSI Support |
|
|
| Digital
Line Support |
|
|
| Do
Not Call List Support |
|
|
| Domestic
& International Call Center Support |
|
|
| Fax
Machine Detection |
|
|
| Inbound
Call Center Support |
|
|
| Interactive
Voice Response Support ( Customer the
Call Flow) |
|
|
| International
Call Center Support |
|
|
| Live
Connection Detection |
|
|
| Manual
Dialing Support |
|
|
| Multiple
Campaign Support |
|
|
| Multiple
Line Support |
|
|
| Outbound
Call Center Support |
|
|
| Remote
Agent Support |
|
|
| System
Scheduler |
|
|
| Skills
Based Routing |
|
|
| Time
Zone Support |
|
|
| Voip
Gateway Support |
|
|
|
System Requirements
TCMS Predictive Dialer
requires only industry standard hardware. The
detailed requirements are shown here. Total Call
Management Solutions Inc. can provide a complete,
turnkey solution with all hardware and installation,
or a customer can purchase any combination of
hardware and software from TCMS.
Our System Hardware and Software
Requirements General:
Server
Hardware Requirements
Windows
2000/XP/2003:
Pentium 500MHz or higher
processor
Works with Dell, Gateway 2000, Compaq, or Clones
One-Hunder Twenty Eight (128) Megabytes of ECC
RAM
3.5" Floppy Drive
CD-Rom Drive
Hayes Compatible Modem
10 GB or larger Hard Drive (Note: 10MB = 1 Hour
of voice)
SVGA display card
SVGA display monitor
Keyboard
Mouse
3COM Ethernet Card
1- Server
should be equipped with SCSI Hard Disks/Drive
Array (9 GB minimum, 18 GB Recommended) and sufficient
free RAM memory for buffering transaction requests.
For NetWare, this implies at least 70% of memory
assigned to Cache Buffers
2-
Initial Basic System Installation requires 200MB
Server Disk Space
3- PC LAN (Ethernet)
Telephony
Server (Dialer)
•
Rack Mounted
Redundant Industrial PC
• Pentium III 500MHz CPU, 65MB RAM
• RAID Level 0 4 GB Hard Disk with RAID
Controller
• 14 PCI Slot Back plane Chassis
• Windows NT/ Windows 2000
• Dialogic Window NT Driver Set
• Dialogic DTI241SC-T1 Voice Analysis
Cards (RequiresT1)
• Dialogic DTI240SC-T1/MSI180SC Voice
Delivery Cards (RequiresT1)
• 3COM 10/100 PCI Network Card
• Direct All Digital Link to PBX (unless
stand alone)
• Agent Voice Monitoring via PBX (unless
stand alone)
• If VOIP need gateway on server side
Call Center
Supervisor:
• Windows NT/2000 (3.5.1 or 4.0)
• Pentium III 500 MHZ or better recommended
• 64MB RAM (minimum), 128MB RAM recommended
• Color VGA Display, 640x480 16 Colors
• Mouse
• Microsoft Windows NT Service Packs Installed
• TCP/IP Protocol
Visual Monitoring and Coaching Station:
• Windows 95/98, Windows NT/2000
• Pentium 200 Mhz (minimum) Pentium/Celeron
366MHZ or better recommended
• 32MB RAM (minimum), 64MB RAM recommended
• Color VGA Display, 800x600 16 Colors
• Mouse
• Microsoft Windows 95 Service Packs Installed
• TCP/IP Protocol
System Layout
Server
Based Inside the Country
Server Based
Outside the Country (VOIP)
 |
Predictive Dialer - Brochure HTML
