Predictive Dialer Software - Features & Benefits

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. 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 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 predictive dialling 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 predictive dialling 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.

Dedicated 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 Software 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 so the supervisor will be 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 information pertaining to the status of 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 themselves 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 can 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. The second message of 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 by 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 let 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. Features include 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 is maximized. Predictive dialing reports are included in the system.

Outbound Messaging
Predictive dialer 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
Predictive dialer 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 report 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 scripting 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 information pertaining to the status of call at all times.

Silent Monitoring
Conversations can be monitored both locally and remotely with the ability to break into the conversations, if necessary. These features not only ensure quality control, but are also 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 recordings are stored digitally and can be easily retrieved by phone/log number.