DialAhead consists of three main modules.
 The dialer module
Management module
Agent module
The dialer module consists of two applications. One that retrieves the data with the dialing information and places the calls. The other applications is an IVR Plug-in that hooks into TeleVantage and handles the calls that are placed by the first application.
The management module is an application that enables you to design and set up the campaigns that the dialer will work with. There are several issues that can be managed by this, including creating tables that will contain the dialing information.
The agent module is an application that the agents in the call center uses. This application receives data from that dialer, and guides the agent through both the selling process and everything that has to be done when a sale is completed.
How it works:
The Dialer
These applications have to reside on the TeleVantage server.
The first application of the dialer, called PlaceCall, has a GUI where you can set main parameters for the dialer and start dialouts. The dialer can handle several dialouts from different data sources at the same time.
When a dialout is started, the dialer checks if there are any free agents every nth seconds. If free agents are detected, a hitrate is calculated based on the last 100 calls, to see how many calls have to be placed to get one answer.
The dialer then retrieves the calculated number of phone numbers from the database and places calls to these numbers.
When calls are placed, they are handed over to the other application, called ReceiveCall, by TeleVantage. ReceiveCall then fetches the custom data that are associated with the call and performs call progress analysis. If a call is connected, it checks to se how many milliseconds of voice that is detected on the line. If this amount is less than a threshold value that is set, the call is treated as a really connected call. This way, it is possible to rule out answering machines, as a normal greeting is pretty short, while an answering machine greeting is much longer.
When the call is really connected, the dialer checks for the free agent that has the longest idle time, and transfers the call to this agent. If no free agent are available, the call is disconnected and the database is updated so that the dialer will pick this number it again at another time.
The Management
This application can reside on any computer in the network.
The management application consists of several sub applications that are tools to help manage the system. The main topics are:
Agent Syncronization.
DialAhead uses its own table to manage the different agents in the call center, and this tool retrieves that defined users in TeleVantage and updates the agent table of DialAhead.
Campaign Management
There are several applications here that makes it possible to:
Define a new campaign
Create and edit tables to hold dialing information with custom fields.
Define and edit the scripts that will be the agents’ guides.
Enabling / disabling the campaigns.
The Agent
This application will reside on the agents’ PCs.
The Agent application is based on the TeleVantage Client API and uses many of the same techniques as the standard TeleVantage client application.
When a call received at an agent’s phone, the Agent application shows all related information about the call and the customer that the dialer has associated with it. The agent is then presented information he/she can use in the conversation with the customer. If the customer agrees to buy the current product, the application will guide the agent through the necessary registration process to complete the sale.
The agent is also able to create a follow-up, meaning that if the customer wants to be called at another time, the agent can add an entry to a list that he/she can place calls from at desired times.
If a call that is not placed by the dialer ends up at an agent’s phone he/she gets the choice of ignoring the call, to perform an automatic search in the database based on the CallerID, or to perform a manual search in the database based on other criteria.
When a call is completed, the agent is set to wrap-up in 10 seconds before the dialer is informed that the agent is free to handle new calls.
Requirements
DialAhead is based on Microsoft SQL Server 2000, or MSDE 2000. This has to reside on a different PC than the TeleVantage server itself, as TeleVantage has its own MSDE.
The Dialer itself uses the TeleVantage IVR Plug-in APIs, and the TeleVantage SDK has to be installed on the TeleVantage server before the dialer applications are installed.
The management and agent application uses the TeleVantage Client API and the TeleVantage client application has to be installed on all PCs running these applications before the management, or agent applications are installed.
Request Information
DialAhead is available through the normal TeleVantage channels. |
Bestill på telefon: +47 32 21 01 00
