Virtual Call Center is in development and will be live by April 2011

FEATURES OF VIRTUAL CALL CENTER

• Soft Phone Integration
• Any Phone Connections
• Admin Login
• Agent Login
• Screen Pops
• Customized Dispositions
• Advanced Reporting
• Conferencing
• Monitoring
• Coaching
• Call Recording
• Call Back Scheduling
• CRM Functionality

Soft phone Integration

Our soft phone integration will allow us to send live calls to agents. This is done via an IP to IP connection on our server. The agent will install a DialTel soft phone on there local computer. It is recommended they have a clean connection of at least 90kb up and down. This connection will be authenticated through the agent setup process which will be administered within your back end. If you disable your agent then there soft phone connection will not work. This prevents unauthorized use of your system.

Any phone Connections

You can connect to our hosted call center through any regular telephone line, voip line, or even a cell phone. As long as you have a phone number then you can be connected. The process is simple, the agent logs in and selects the campaign and inputs their phone number into the Virtual Call Center. Your agent then receives a telephone call from the system which prompts them to enter their pass code. After the pass code is entered the agent is then connected into the hosted call center and can begin taking calls.

Admin Login

You can edit all the settings of your virtual call center quickly and easily with your administrative login. Here you can assign campaigns to agents, edit agent settings, and manage your campaigns.

Agent Login

As an administrator you will be able to assign an agent with a username and login. When your agent logs in, they will be able to choose the campaign you have assigned to them. They will be able to enter the queue and receive calls from the system.

Screen Pops

Screen pops are crucial to any hosted dialer solution. Information that is vital to your agents is displayed upon connection of all calls to your agents headset/phone. This information can be edited and customized for each campaign you run.

Customized Dispositions

To disposition a call is to assign a value to the outcome of the call. You can create different dispositions that you can make available on a per campaign basis. These dispositions are marked by the agent at the end of the call and are useful for tracking the performance of the agent. Some examples of dispositions would be Sale, Hot Lead, Call Back, DNC, Irate, Not Interested, Not Qualified, etc.

Advanced Reporting

With our hosted call center you will be able to run reports on your agents activities and performance. We maintain a separate database for each agent so that you can measure results by agent. Also the values are stored in your main dial list so that you can run reports on your entire campaign for a global report. These tools help you to measure performance of agents and effectiveness of the campaign.

Conferencing

When logged into the admin side you can barge into a call and speak with both agent and customer. This is useful for assisting an agent, closing a sale, or verification purposes.

Monitoring

Call monitoring is when you listen to both parties without them being able to hear you. From the admin side you can choose an agent and monitor the phone call. This is good for quality control purposes and training of the agent.

Coaching

Coaching is when your agent can hear what you say to them but the customer cannot. This is very useful for training as you can instruct your agent on what to do or say while he is on the call.

Call Recording

You can record the calls for any campaign and use them for quality control purposes or training. You would retrieve these recordings within the admin side of the Virtual Call Center.

Call Back Scheduling

Agents can schedule call backs for future follow up with a contact. Simply choose a date and time for the call back as well as entering notes on the details of the call.

CRM Functionality

There is built in CRM capability with our Virtual Call Center. Our CRM is a light layer serving the main needs of our hosted call center. API integration can be performed into your favorite third party application such as Salesforce or Sugar CRM.