Hosted Dialler

Cloud-based services have emerged as the leading alternative to premise-based systems due in large part to their flexibility, accelerated deployment time and cost-effective model. TelSolutions’ hosted predictive dialer is a comprehensive offering that allows organizations to replace their on-premise investments entirely, cost-effectively address capacity issues and support disaster recovery needs.
TelSolutions uniquely offers a robust, multi-channel offering to complement its hosted dialer which includes automated voice messaging, text messaging and email. As a result, organizations can leverage all these communications channels from a unified cloud-based platform.

 

 

  Core Features:
Leverage a wide range of features to accommodate your dialing needs.

  Agent Voice Portal:
Deliver caller information directly to the agent’s desktop through a web-based application.

  Campaign Strategy and Management:
Gain real-time visibility into all customer communications and campaign activity.

 
Inbound IVR:
Reduce the number of inbound, agent-assisted calls by providing customers with more self-service options.

  CTI Modules:
Reduce operational costs and deliver superior service through the use of intelligent call routing, screen pops and dynamic call pacing.

 

 

Hosted Dialler Capabilities

Telsolutions cloud dialler improves agent efficiency and boosts productivity while reducing costs by offering a wide range of capabilities including:

  Increase Customer Contacts

• Cross-channel: voice, text, email and web
• Capture and honour opt-in and channel preferences
• Call blending and escalation
• Customer recovery contact strategy
• Effective right-party connect scripts
• Local-to-end-user caller ID
• Two-way text chat via Agent Text Portal
• High level support

  Maximize Agent Productivity

• Predictive, preview and progressive dialling
• Unproductive call filter
• Custom agent scripting via agent portal
• Inbound IVR
• System-of record integration
• Automated payment systems
• Session transfer capabilities
• Custom call-based disposition codes
• Predictive and abandon rate pacing
• Web call back

  Improve Contact Centre Performance and Reduce Costs

• Customizable user interface
• Inbound ACD
• Multiple pacing algorithms
• Call blending
• Flexible report formatting
• Real-time suppression by account or phone number
• Monitor campaigns and agents via one screen
• Support for at-home agents
• API for real-time statistics
• Robust report suite
• Softphone over VPN or MPLS

 
Enhance Campaign Monitoring

• Real-time agent monitoring
• Session Recording
• Monitor-Coach-Barge into agent conversations
• Real-time pacing controls
• Campaign progress monitors
• Agent group management
• Historical transaction searching
• Speech, text and email analytics
• Session Recording

  Integrate with Business Systems via API and CTI Modules

• Web services API (SOAP/XML/REST)
• List and event based interactions
• Fully documented API, including sample code
• CTI modules for integration pacing and call routing
• Secure access to the Telsolutions platform
• Intelligent call routing, microsite integration and dynamic call pacing
• Language neutral, support for C#, C++, Java, etc.
• Multi-channel support

  Mitigate Risk and Enable Compliance
• Prevent contacting prohibited numbers
• Leverage the cloud to mitigate risk
• Ensure agents adhere to requirements
• Certified PCI Level 1 Service Provider
• Keep up with consumer mobility and phone portability
• Enables compliance with requirements such as FDCPA, TCPA, FCRA, UK Data Protection Act, GLBA and HIPAA
• Control contact frequency by channel and device
• Manage consumer consented and profile data