Inbound

A robust CRM software solution, Telescript is designed to handle multiple inbound (and outbound) projects simultaneously, using:

CTI (Computer Telephony Integration)
Scripting
Database Integration
DNIS - Dialed Number Identification Service
ANI - Automatic Number Identification (caller ID)
Call Conference and Call Transfer
Call Blending

Telescript's inbound telemarketing capabilities free agents from manually performing redundant telephone functions and allow them to fully concentrate on the call.

CTI (Computer Telephony Integration)

Telescript CTI expands inbound calling options by freeing agents from manually performing mundane telephone functions. Basic telephony options such as enabling the agent to answer and hang-up the phone from the terminal are supported. With powerful scripts, the terminal automatically picks up and/or hangs-up a call, then signals the switch that it is ready for a new incoming call, without any direct action by the agent. This allows the agent to fully concentrate on the caller, while Telescript CTI silently performs the laborious telephony operations.

Scripting

Telescript’s scripting is customizable for virtually any type of CRM campaign. You design the script to seamlessly flow from start to finish, ensuring that correct information always appears, regardless of what product is entered. Scripts can even be designed to stop at certain points and wait until critical information is entered. Key points appear where needed or can be accessed at any time during the call. The script will branch so the correct text and information always appear on screen, no matter how complicated your call pattern.

Scripts are designed to transparently link to your call center resources without agents ever knowing a separate application has been accessed. For external databases, Telescript can bring information into the script and write it back while the conversation is occurring. Scripts can produce current product pricing, inventory information, media sourcing, closest dealers and more. Additionally, scripts will generate custom fulfillment letters, forms, documents and formatted data real-time during ongoing calls. Scripts can be designed to automatically flag fields, set call dispositions and manipulate data so data is validated and corrected before the call is finished. Management is virtually assured accurate data, while agents have more resources available to make sales and less opportunity for errors.

Inbound Uses Your Database

An inbound telemarketing project can utilize nearly any corporate database. Telescript can both read and write directly from dBase, FoxPro, Paradox, Access, SQL Server, Oracle and nearly any ODBC compliant database. This enables you to directly integrate Telescript within your corporate information system without conversions, exports and imports.

Unlimited Projects and DNIS (Dialed Number Identification Service)

When a call arrives, Telescript™ utilizes the DNIS or project description by pulling-up the proper project script to handle the call and ‘popping’ it onto the agent’s screen. In addition, Telescript records and tracks DNIS numbers, allowing the manager to determine what numbers are being dialed most frequently.

If multiple 800 numbers are used for different projects, phone switches can detect the DNIS number, enabling Telescript to identify which 800 number was called. Supplied with the 800 number, Telescript automatically places the script corresponding to the correct 800 number on the agent's terminal.

ANI -Automatic Number Identification (caller ID)

However, Telescript offers many other benefits for inbound calling. State-of-the-art phone switches are capable of detecting the ANI or the ‘Caller ID’ of incoming phone calls. The software is then able to pull up the record of the incoming caller and ‘pop’ it to the screen before the phone is answered, allowing the agent to courteously answer by name, and immediately assist the caller. Beside offering superior customer service, the agent is also able to identify other products purchased by the caller and can cross-sell other similar items.

Call Conference and Call Transfer

Using CTI, Telescript can conference calls without the agent touching the telephone. Similarly, using your phone system, Telescript can automatically transfer calls, enabling the agent to begin a new call while other connected parties continue to speak, saving an enormous amount of time. When combined with scripting, these tasks can be automated. For example, suppose an inbound call center program is designed to connect customers with local dealers. The inbound script could find the closest dealer to the customer and automatically transfer the call to that dealer. Similarly, an outbound dialing campaign could be set-up to garner support for a political issue, then transfer the caller to his/her congressman’s office or campaign headquarters.

Call Blending

Typically, production lags during inbound campaigns while agents await incoming calls. Those agents are often instructed to manually call from outbound lists during these slow periods. This results in few outbound calls being placed at inopportune times (to the prospect). Telescript can blend inbound and outbound calls using ‘timed blending’, which automatically switches the agent from an inbound project to an outbound call if no activity occurs within preset intervals, and then back again. Depending on the phone switch or predictive dialing system being used, Telescript can also base inbound/outbound switching on call volume. When inbound call volume decreases, Telescript can switch the agent from inbound to outbound, automatically dialing the most appropriate number at the designated time. Similarly, Telescript can check for increased inbound call volume, and automatically switch back from outbound to inbound.

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 TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 443-338-0670

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

Call blending

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