Presentation on theme: "PRECISE DIALER POWER PACKED PERFORMER"— Presentation transcript:
1 PRECISE DIALER POWER PACKED PERFORMER Nem.con Grandeur Pvt Ltd.
2 CONVERGENCE INDEX PRECISE DIALER – What is it? PRECISE DIALER - ComponentsPRECISE DIALER – Key Features.PRECISE DIALER – Adaptability MatrixOur ApproachOur AdvantagesThank youCONVERGENCE
3 PRECISE DIALER – WHAT IS IT PREDICTIVEAutodials on the numbers uploaded, X datapoints simultaneously and hands over the calls to the agents where the receiver takes the call.Allocation of the calls happens basis the intelligent logic fed into the DIALER.Display of receiver’s information after the call has been picked upPROGRESSIVEIn this mode the DIALER automatically dials one call at a time and displays the information of the receiver simultaneously, irrespective of whether the receiver takes the calls or notPREVIEWThis is a completely manual mode where in the agent chooses to call the uploaded datapoints in the autoDIALER.Pre calling information can be availed for any receiver of the calls.Our PRECISE DIALER operates on any mode as selected by the super user.
4 PRECISE DIALER – COMPONENTS DIALLING ENGINEThe heart of the entire module.Responsible for receiving and/or sending calls as per decided logic.Connects with the CRM and updates Database.Generates CDR / call records through CGI / PERL ScriptCRMThe front end module where all the information of the receiver is inputted and viewed.Enables monitoring / uploading of leads / Reporting / MIS of the operations.A tool with access control which ensures only required features are parked with commensurate authority in the entire hierarchy.DATABASEAs the name suggests all the details of every lead uploaded resides in the data base.Broadly, while the CRM fetches all the data to be displayed from the DB, the DIALER picks up all data points from the DB to call upon.An optimized combination of all the three ensures a good DIALER that leaves very little room for any hassle, and the users can focus on business productivity
5 ANYTHING IS POSSIBLE PRECISE DIALER – KEY FEATURES COMPLIANCE CAMPAIGN Drop Timer with Safe Harbor message for FTC compliance.System wide or per campaign DNC lists as per fed logic.Full US FTC compliant capability.Run campaigns on any of PRECISE mode - campaign by campaign Facility.CAMPAIGNIntelligent campaigning – For eg. Campaign 1 leads – automatic Campaign 2’s raw data.In bound and out bound individually and mutually exclusively.CALLINGBlended / Auto Scheduling and call back.Bridged calling – two calls bridged by DIALERKEY FEATURES OF THE DIALERANYTHING ISPOSSIBLELocal calling access through SIP clients / PSTN Phones / IP phones.CALLING ACCESSWeb based with the DIALER in a SAAS mode using our platform, with/without SIP clientAgent Skill BasisCALLING LOGIC MODESFirst Come First Serve basis.Skills Silo BasisAny other customized logic as client reqs.CUSTOMIZATIONSSingle leg / Multi leg / multi layered IVR blendingpre/post agent call handling.Time zone restricted dialling / Answering machine / sw off detection.. Enabling any other customization that client seeks for atypical calling requirements
6 YOU MANAGE YOUR SHOW PRECISE DIALER – KEY FEATURES LIVE MONITORING Call Hijacking – Admin Enabled – Agent executedCall transfer – Admin enabled – Agent ExecutedCall Whispering – Admin ExecutedLive barging – Admin executedAll / selective call recordingCreate campaigns & Upload campaign leadsCAMPAIGN MGMTEnable Script as per campaign.Create specific DNC rules and segregate calling base for any campaign.CALLING MGMT - 1Predictive mode – with speed settingIn campaign shuffle between modes.Progressive modePreview ModeKEY FEATURES - ADMIN PANELYOU MANAGEYOUR SHOWCONTROL ACCESSAssignment of rights as per need toAny other entity in the process.AgentsEnd clientsDefine min/max call handling time.CALLING MGMT - 2Lead allocation – logical/random/blendedAuto call whisper/transfer prompt settingSet call back logics and scheduling CBs.ANALYTICSStandard – Customized MISes on every bit likeCampaign/Agent – efficiency / productivity / C-SAT. Rankings of Agents on various parameters of performance.Other MISes like ACHT / Service Levels – Any other metric the client wants.
7 PRECISE DIALER – KEY FEATURES AGENT CRM MODULEAuto popup in case of any outcall / in call to view customer history and update.Call transfer with closure transfer/call conferencing / parking / text chatting with supervisor.Can simul-dial alternate numbers.Call escalation across hierarchy.KEY FEATURES – THE CRMCUSTOMER INFORMATIONCapture any /all customer demographics.Send wishes to customers on key occasions like birthday / anniversary by mail or sms or IVR calls.capture customer preferences basis demographics/ previous historyADMIN CRM MODULECreate Multiple sub admins / super admins / roles.Switching between various carriers and modes for cost optimization – Define your own dial plan.Add dynamic dispositions/create surveysCreate alarms/alerts for agents/self.
8 DIALER CAPABILITY MATRIX POTS/PSTNGSMCDMAPRI- E1 / T1V o I PGSM GATEWAYIP PBXEPABXCDMA GATEWAYANY VoIP CLIENTDIALERWe have the capability to integrate any hardware(s), any third party tool(s) and communication technology(ies) in a standalone or blended mode.ANY COMMUNICATION TECHNOLOGYANY COMMUNICATION HARDWAREANY THIRD PARTY TOOLANY THIRD PARTY PLATFORM
9 OUR APPROACHA. Our BUSINESS DEVELOPMENT team contacts the client and understands the client’s needs, both existing and LATENT – to create a solution that will not only cater to current requirements but also future needs, hence on an over all basis, delivering value and economy to the client.B. Our Solutions Architects devise the solution keepingin mind the need and economy, and timeline inquestion.C. A trained team UATs the solutionthen deploys it. Keeps it underobservation till assured ofit’s robustness.AUnderstand the Business Model & existing and latent NeedsBCreate an Optimal SolutionD. Ourafter-salesservice teamis constantly on toesensuring that any breakdownIs attended to within TAT, there byEnsuring that customer’s business hasNo or little impact.E. We have our own pro active monitoring set upwhich sends us alarms in case of any break down, andin most situations we will be able to plug the break down withincommitted SLAs.We have an “APPROACH TO PARTNER AND SUCCEED ALONGWITH OUR CLIENTS.”CSolution DeploymentDStrong Support MechanismEPro Active Monitoring
10 OUR ADVANTAGEOur applications have the capability to speak to hardware of any make/organization, allowing client to avail of the best of both the worlds of Hardware and applications.HARDWARE CAPABILITYSOFTWARE CAPABILITYSERVICE CAPABALITYWhile there are standard apps, we are primarily a solutions company, and hence can accommodate/create applications for our clients.NGPLOur length and breadth of applications spans beyond pure Call Center, allowing us to offer our clients a single window offering various solutions.A remote online service model, which ensures faster turnaround time and more cost economic model.
11 E N T E R I N T O T H E F U T U R E O F CONVERGENCEE N T E R I N T O T H E F U T U R E O FCONVERGENCETHANK YOUC O M M U N I C A T I O N S