View special features for Collection, Sales or Marketing or the following is a list of the most important SimpleDial features, grouped by...

 

•  Agent productivity
   
•  Campaign management
    
• Data management & reporting
   
• System features
  
  
• System integration 

  

integration System


AGENT PRODUCTIVITY FEATURES
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1. Progressive dial mode - In progressive mode, SimpleDial will dial a new call for the agent as soon     as the previous call terminates. This mode ensures that calls progress swiftly without either over taxing     agents or having customers experience any dead time after they answer your call and say "Hello".

2. Multiple contact numbers - You can import as many telephone numbers per contact as you like.     Each is automatically dialled and once the best number is determined, this need be the only number     used from then on.

3. Preview dial mode - In preview mode, SimpleDial allows the agent to perform some pre-call work     before placing the call. This might be to consult other data systems to prepare for the call. Even in this     simple mode, SimpleDial provides substantial time savings and improved talk time per hour. This is     through eliminating the errors and tedium associated with m

4. Personal callbacks - An agent can set a callback as personal. This means they will receive the     callback at the time specified, no matter what campaign they are currently working on. This means that     when your agents make a promise to a customer to call them back - the promise is kept.

5. Call blending support - Call blending allows contact centres to better use the lulls in incoming call     traffic and allows agents to seamlessly move between inbound and outbound activities. This means     your agents are much better utilised and do not become bored.

6. Agent Interface - is the user interface that allows agents to choose a campaign, make calls or report     on call result. Simple to use - less than 15 minutes to become fully productive. Agents can work on     multiple campaigns and easily switch between campaigns.

7. Automatic customer preview - Call history notes made on previous calls as well as all information     on the customer, such as name and location, are automatically presented to the agent before speaking     with the customer.

8. Hot desking - Agents can sit at any desk they like and can move about during the day. SimpleDial will     still track their activities and correctly report the total agent performance.

9. Automatic Wrap Mode - SimpleDial can save call costs and speed up wrap process by moving the     call into Wrap mode once the customer hangs up. After a configured amount of time, the next call can     be automatically presented to the agent.


CAMPAIGN MANAGEMENT FEATURES
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1. Fast and dynamic call scripts - SimpleDials' call scripts are easy to create and easy to deploy. You     do not need extensive training on a proprietary script building application. You can use any application     that generates HTML - even Microsoft Word - to generate the call script. You do not have to be an     expert in web page design, but if you are then you can make the agent call scripts even more active.     Anything you can do on a web page can be included in a call script - even add your own ActiveX     controls. Remember, you can change a script at any time and it will be picked up by the campaign     immediately.

2. Multiple campaigns - you can run multiple campaigns and each agent can work in multiple      campaigns. Each campaign has its own set of list and operation parameter definitions and can be           reported on individually.

3. Campaign management - SimpleDial includes a powerful campaign management tool. You can      import multiple calling lists from any CRM or even Excel, for your agents to make calls from. You can      create, modify, start or stop campaigns while campaigns still run. Per campaign timers allow you to      adjust times such as busy retry or allowed preview time.

4. Automatic call rescheduling - Certain calls are automatically rescheduled for some time later These     include busy, no answer, voicemail, and fulfilment calls (see later)

5. Fulfilment features - The operation to be carried out once the call is complete is referred to as     fulfilment. This operation might be to send a FAX, email or document based on one of many templates.     Also, fulfilment often requires a follow up call, say a few days later. SimpleDial can automate all these     tasks.

6. Browser based call scripts - provides your agents with guidance on how to conduct the call with the     customer. This might be as simple as a set of questions to ask the customer. Or it might be more     complex and include multiple pages of questions and fields to enter the customer responses. The call     script flow can depend on the initial customer details and the responses the customer makes to the     questions in the call script.


7. Callback management - callbacks are a major part of any outbound campaign. Agents can schedule     a callback at any time and this callback can be tagged as only for the agent or for any agent. The     callback management system includes the ability to move personal callbacks between agents or to     change a personal callback so any agent can make it. Agents have a list of their own callbacks to     manage and get reminders, even if they are on a call, of a pending callback.


DATA MANAGEMENT & REPORTING
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1. Call Results reporting - at any time during a campaign, you can use the call results reports to see     how many of each type of call result is being reported. This will help you fine tune the operation of the     campaign.


2. Real time displays - A real time view of all agent and campaign activity can be obtained on any     browser in your company. This display can be used by management to monitor campaign progress or     by team leaders to monitor individual agents performance. The display of all agents in a team can be     projected as a wallboard to facilitate team performance.

3. Comprehensive Reports - A suite of business oriented or campaign oriented reports gives you all     the information you need at the campaign, supervisor, agent or call level. Our tool for running reports     can be easily used by any supervisor.

4. Data Export - if you need any SimpleDial data or reports in your other data systems, then Data     Export can transfer the data you need.

5. Archive, Backup and Restore - these features mean that no matter how much data you have in     your SimpleDial system there is always a solution for storing the data. And, when set up correctly, no     matter what catastrophe befalls your system, you can recover fully.

6. Custom reports - the SimpleDial data structure is specifically designed to simplify the design of your      own custom reports. Custom reports can be in any report writer you like - we provide samples in the      popular and easy to use Microsoft ACCESS. We can provide you with all support you need to develop      your own custom reports - including access to the code for our own reports. You can easily create      reports such as "sales rate per agent" or "promise to pay by day".

7. Flexible data import - from any CRM, database or even excel or a text file. Any number of      telephone numbers per contact as well as all the contact information fields and lots of general purpose      fields you can define for your own use.

8. List manipulation - this feature allows you to move incomplete contacts from one list to another. This      can be useful as one campaign ends and another starts.

9. Infinite list - you can continuously top up records into a list without stopping the campaign. This      allows you to have an infinite list.

10.List screening - in order to comply with state or internal regulations, the calling lists can easily be      screened against a do-not-call list, either at list creation or dynamically on a call by call basis.


SYSTEM FEATURES
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1. Flexible architecture - The architecture of SimpleDial has been specifically designed to allow easy      customisation to create niche features that you need. Most of our customers do request such      customisation so you know it is affordable. Also, most of our customers come back to us, maybe years      after deployment, to request new functionality. because SimpleDial is designed to grow with your      business, these improvements are easily implemented.

2. Software only dialer - Most dialers are based on expensive and unreliable hardware. SimpleDial is      based on an exclusive software only engine that gives you superior performance and features at an      affordable price.

3. Remote Agents - Agents can be located at a remote site or on a home PC and still partake in      SimpleDial campaigns. All they need is a telephone and access to your intranet using a PC.

4. Web integration - SimpleDial web integration means you can add a page to your web site that allows      your customers to request a call from one of your agents. The call is added to a campaign, along with      the requested time and date and any additional information entered on the web site. Even if the      customer requested an immediate callback, SimpleDial can hand this call immediately to an active      agent.

5. Inbound callbacks - with this feature, callers to your inbound queues who do not want to wait, can      request a callback at a time convenient to them. The call is added to a SimpleDial campaign along with      the requested callback time and date.

6. Browser Based Client - Any user won an IE5 browser on any PC in your organisation will be able to      use SimpleDial. This will really please your IT staff as it means virtually zero effort to deploy more      SimpleDial clients ! Browser based client means this is the lowest cost of ownership dialler.

7. SimpleDial Networking - multiple SimpleDial systems can be networked together to provide very      large numbers of users. SimpleDial networking makes the number of active users on SimpleDial      effectively unlimited.

8. Telephony Networking support - A single SimpleDial system can support multiple Meridian, BCS or      Symposium nodes. This allows you to place your outbound calling agents across multiple nodes while      using a single SimpleDial system to manage and report on the campaigns.


SYSTEMS INTEGRATION

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1. Back office integration - This means that SimpleDial and your back office systems are working      together to make sure your operations operate in a consistent and integrated fashion. It means the      process of creating lists, checking the lists are still valid and recording results can be fully automated.      This can be the most important part of your SimpleDial installation. There are 3 basic forms of      integration. List, pre-call and post call.

•  List integration - SimpleDial can query your data systems for the list of customers to be called on a campaign. This can be set up to be done periodically, perhaps even every hour. This automation can save considerable time and effort in setting up calling lists.
• Pre call integration - Before SimpleDial actually assigns a call to an agent, a final check can be done on the customer record in your data systems to see if the original conditions for choosing the customer for a call are still valid. For example, it may be on a collections campaign and the customer may have just paid. This integration saves your agents wasting time and making nuisance calls.
• Post call integration - Once the call has been completed, SimpleDial can save the results of the call in your data systems This can remove duplication and effort in synchronising the systems later.

2. Screen pop - means that your CRM or database can be automatically activated, with the current      customer record, as soon as the agent initiates a call. You can choose if this happens before every      call, when the call is answered, when it is released or simply when the agent clicks on the "pop"      button. Screen pop support includes SAP, Siebel, Goldmine, ACT, mainframe "green screen", VTxxx,      Clarify, Remedy, Outlook, Onyx, SuperOffice, IBS, ...and many more.

3. Symposium BCM or Meridian integration - SimpleDial has been specifically designed to work on      the telephony systems from Nortel Networks. Integration features include database compatibility,      shared agentID and integrated telephony.