Tuesday 07th February,
Working with TelSolutions
Telsolutions transforms the way organisations communicate throughout the customer lifecycle to build trusted, lifelong and profitable relationships. Many organisations rely on Telsolutions and our professional services team, to design, execute and continually measure and optimise their communications strategies to generate revenue, increase customer satisfaction, and reduce operating costs... find out more
Voice Messaging Features
Enterprise Manager:Organizations gain enhanced visibility and control across the enterprise, including geographically distributed contact centers and remote/home agents. This gives organizations control over best practices and compliance rules to ensure consistent communications and to mitigate risk.
Automated Right Party Verification:
Rather than use live agents to verify that they've reached the right party, the Telsolutions script automates this process. As a result, agents only spend time talking to right parties, thus increasing agent productivity and reducing contact center expenses.
Direct Connect to the Contact Center:
Telsolutions allows the recipient of the automated voice message to Direct Connect back to a contact center to speak with a live customer service representative (CSR) or agent.
Real-time and contact history suppression:
Telsolutions reduces unnecessary contact attempts by preventing numbers and emails from being contacted when added to a suppression or exclusion list.
Dynamic Answering Machine Detection:
Telsolutions patented answering machine detection automatically detects whether to hang up on an answering machine for each contact attempt, depending on when last message was left. With 98% accuracy, this process provides control over the frequency of messages left, making it easier to follow regulations or company policy.
Compliance Management:
Clients can use this feature to enforce regulations by specifying allowed contact hours per state for each day of the week.
Agent Portal:
Individual agents sign in to the Contact Accelerator web-interface and from there can indicate their current availability, accept calls, schedule breaks and log out at the end of the day. When a call is sent to the agent, a "screen pop" appears simultaneously on the agent's desktop, eliminating the need for a whisper and reducing the client's hold time.
Call Forecasting:
Real-time hourly data on anticipated future call attempts is provided for each call pass and sub-campaign. This allows call center managers to more accurately allocate call center resources based on fluctuations in calling patterns and responses.
Telsolutions Inbound IVR:
In addition to placing outbound telephone calls, Telsolutions can also accept inbound calls. Any Telsolutions campaign can be configured with a unique inbound toll-free number. When a user calls in, he or she can interact with the automated Telsolutions script. A Telsolutions inbound number may be used as part of an outbound campaign (i.e. a callback number), or as part of an inbound-only campaign. The inbound callback number can be used to implement either Direct Connects to the call center or agentless transactions, such as automated payments, account balance inquiries or order/delivery status.
