eTelescript Application Tools

eTelescript web-based call center management software includes a variety of application tools including:

eScripting
Campaign management
Reporting
Open architecture/product integration
Communication solutions

eScripting

As a revenue-generating tool, eTelescript provides rapid development and deployment of scripts that are easy to create and modify. eScripting produces a completely web-based presentation yet retains the award-winning features and benefits that have characterized Telescript scripting for over a decade.

A script, which acts as a transaction management device, can be created to perform numerous tasks for call center agents and any other employees who require access to underlying corporate data. Remote or centralized call center agents can be setup to access all call center resources on any type of call. Agents or the script itself, can lookup information in a database; automatically generate documents, faxes and emails; set appointments; and perform other fulfillment functions. Simultaneously, the eTelescript reporting module will track and display all user activity.

Using eTelescript's GUI editor, scripts can be created and tested locally. Scripts are then converted to an XML format and uploaded into eTelescript. eTelescript automatically converts the script into HTML and Java Scripts for utilization in the web environment.

Campaign Management

eTelescript provides complete supervisory capability to manage all call center activities in an efficient and comprehensive manner.

Unlimited Simultaneous Projects / Complete Scalability

eTelescript can manage an unlimited number of simultaneous projects, while agents can be assigned to multiple campaigns. As a supervisor, you are able to switch agent assignments from project to project, from any management terminal.

Observer Mode

Enable controlled client access to campaign reports that can be accessed in real-time, over the web. Overall campaign success, specific groups of agents on a particular campaign or simply have the capability to check the status at their leisure without requesting you to run special reports.

Fulfillment

eTelescript uses a fulfillment web service to handle all requests for email, printing, faxes and other types of fulfillment. The system automatically generates all fulfillment requests to a single computer, requiring the customer to only setup email, word processing or other process at a single workstation, greatly reducing the overhead costs associated with operating a call center.

Web Administration

eTelescript includes a browser-based project administration tool. Users can create projects, assign agents, import data and run reports in real-time to track agent activity and to effectively manage calling campaigns.

Security

Digisoft developed eTelescript to comply with security procedures and provide you with the ability to assign different security levels to both agents and supervisors. When utilizing eTelescript over the web, HTTPS can be utilized with 128-bit encryption. Additionally, custom security preferences can be created and assigned to agents and administrators. When being used over a LAN, where your internal network is secure, security can be eased and encryption removed.

Reporting

Agent and project productivity reports provide information essential to effective call center management. Over thirty clear and concise reports display the details of nearly every aspect of a call centers' day-to-day operations, making them a powerful tool in gauging a campaigns productivity and performance. Reports can be accessed real-time over the web or can be batched for later review.

Open Architecture / Product Integration

Database

eTelescript supports an open database platform, including Microsoft Access, SQL Server and Oracle as a native database for outbound calling and virtually any database that supports ADO for links within a script.

Telephony

eTelescript is designed to support multiple telephony platforms. Analog lines, predictive dialing, phone switches and VOIP are all available options.

Analog - The browser can link to Active X objects to support modems for outbound Super (power and preview) dialing, enabling remote agents to utilize automated dialing capabilities.
PBX - eTelescript will support a PBX control module enabling agents to work from virtually anywhere, gaining the benefits of the host system's PBX using the standard TAPI and TSAPI commands.
VOIP - eTelescript integrates with IP telephony to connect remote agents. The agent can automatically dial using IP Telephony and eTelescript can control and hang-up the phone connection.
Predictive Dialer - Utilizing a predictive dialer with eTelescript provides the ability to manage both inbound and outbound calling activity on a single machine.

Web Services

A Web Service is an Internet application that is accessible using standard Internet protocols. Web Services combine the best aspects of component-based development and the Internet. Telescript is designed to automatically link to web services, to pass information to them and to retrieve information back.

Communication Solutions

Outbound

eTelescript supports multiple outbound dialing options, such as predictive dialing, super-dialing or manual dialing. Detailed phone queues determine which numbers get called and in what order. Utilizing predictive dialing, an advanced set of algorithms determines when and to whom calls need to be routed and automatically handle these tasks. With Do Not Call functionality built directly into the system, you are able to manage the necessary components of FTC regulations.

Integrated, dynamic dialing provides seamless integration between project data and the dialing engine. Real-time callback capability is available in any campaign, without uploading a new list, a clear benefit with most any outbound campaign.

Inbound

A wide range of options is available when assigning inbound projects to agents. In addition to assigning agents specific projects, agents can be assigned to groups of projects or all projects. When agents are assigned to all projects, Telescript will either use the incoming DNIS number to launch the project, or provide the agent with a choice of projects from a menu. Utilizing CTI capabilities can further automate these processes. Groups of projects can also be created and assigned to each agent. The agent would then only have the option to launch projects contained in the assigned group.

Blending

For campaigns that require both inbound and outbound activity, call blending will automatically query your phone switch or predictive dialer to monitor when it is appropriate to switch from inbound to an outbound project or vice versa. The phone switch must have a TSAPI, TAPI Server or inbound dialer interface which is capable of measuring the inbound phone traffic.

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For more information about Digisoft and the call center software, CRM solutions, and predictive dialers we provide, please call us at 866-338-0678, fill out our contact form, or email us at sales@touchstar.com.

Digisoft (a Noble Systems solution)
4151 Ashford Dunwoody Road - Suite 600 • Atlanta, GA 30319
Phone: 888.866.2538 • Fax: 404.851.1421

Developing call center software, CRM solutions, telemarketing software and predictive dialers for more than a decade.

eTelescript

Overview
Architecture
Application Tools