Telescript Predictive Dialer Features

Open Architecture. Telescript uses an open predictive dialing engine, designed to support advanced predictive dialing capabilities and other varied call center functions. The system uses state-of-the-art technology from Dialogic and is fully SCSA compliant. The system is easily expandable, and can be linked to inbound, fax and IVR modules, as well as third party applications, meeting myriad call center needs.

Open Database Design. Utilizes internal corporate database, eliminating the need for a proprietary or specific database. Enables Telescript to operate using Access®, SQL Server®, Oracle® and other ODBC compliant databases.

Automatic Time Zone Calling Control, including Break Time. Telescript automatically incorporates the time zone of each call, only dialing calls within the specified local calling ranges, irrespective of time zone. You can also incorporate local break times into the calling program, so calls are not made during lunch or dinner hours. Telescript will automatically set the callbacks and retries to always fit within the permissible local times of the person being called, so it is never necessary to expressly assign queues by time zone.

Restricted Calling Lists. Telescript automatically screens records against restricted calling lists that you create and manage. Telescript will not call any phone number found in the list. In addition, you can keep track of these records and generate statistics on them.

Simultaneous Multiple Projects. Telescript predictive dialing enables you to launch multiple projects simultaneously on a single dialer. Thus, you can segment your agents on different campaigns and queues.

Simultaneous Predictive, Super (Preview)-Dialing and Inbound. You can also assign different types of projects at the same time. You can divide your agents so one group dials predictive and another (on a different project) dials using super-dialing, all through the same dialer.

Inbound / Outbound Call Blending. Agents can accept inbound calls, or automatically switch to outbound when inbound call volume subsides. This works with both predictive and super-dialing.

Transfer and Conference. This feature can automatically transfer a call to a third party, enabling the agent to go on to a new call while the other parties continue the conversation. It also permits three-way conference calls.

Digital Announcements. The dialer can play digital messages, such as political spots or commercial advertising during a call. It can also leave messages on answer machines.

PBX Phone Interface. This module enables Telescript predictive dialing to run in conjunction with any PBX. Agents can use the PBX digital phones on their desks, and take both predictive calls on the dialer, as well as super-dialing and inbound calls through the PBX.

Video Monitoring / Coaching / Recording. An administrator can click on any terminal (or series of terminals) and view (in a window) what the designated agent is doing on his / her PC. Options include silent monitoring, remotely operating the agent’s computer and recording the session.

Audio Monitoring / Coaching. Supervisors can listen to and coach the agent while on a call, helping to evaluate and improve the effectiveness of the agent.

Audio and Video Recording. This module enables entire conversations to be recorded and played back to agents, supervisors and callers. Transaction verification and agent coaching are but two of the relevant usages of call recording.

Script Integration. All of Telescript’s script features, including logic and branching, are available for predictive dialing, providing unprecedented power and control when the dialer makes contact.

Full Call Center Integration. Telescript’s complete call center system includes, among other things, simultaneous project management, cumulative graphical reporting and real-time monitoring and reporting.

Real Time Statistics. Telescript offers a series of real-time reports, enabling supervisors to track ongoing activity and spot agent inefficiencies before they escalate. This enables supervisors to take action and modify project setup while the campaign is in progress, improving agent productivity and bottom line profits. Custom reporting using Crystal Reports is available.

Advanced Call Detection. Telescript’s predictive dialing module gives you a complete set of automatic call detection capabilities, including frequency answering machine detect, busy signal detect, and DTMF tone detect.

Record Time Stamp. Telescript automatically tracks each call made and ‘date and time’ stamps each contact with the agent’s name and the call disposition. It also records any free form memos entered by the agent.

Adjustable Pacing Rates. Supervisors can modify the dialer-pacing rate while projects are in progress to externally adjust the dialer’s resource utilization.

Sophisticated Dialing Algorithm. The Predictive Dialer is built upon a sophisticated dialing algorithm, which takes account of agent logins and breaks, length of call, the quality of the dialing list and more. It also uses a sophisticated algorithm that takes account of different call lengths. The algorithm is self-modifying, and will adjust its internal settings based upon the ongoing calling patterns that it experiences.

T1 lines. The Predictive Dialer utilizes T-1 lines. The T-1 interface never requires a channel bank, but needs only a CSU (Customer Service Unit).

Open Architecture/Connectivity. Utilizes all of Telescript's links plus SCSA, OLE and SQL links.

Integrated Call History Table. Enables agents to prepare for call by viewing entire call history prior to the call.

Back Office Integration. Handles all fulfillment commands, including links to email, fax servers, MS Word® and more.

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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 TouchStar Software company)
9 East 40th Street • New York, NY 10016
Phone: 866-338-0678 • Fax: 303-338-5236

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

Predictive Dialers