DialVision Webbased CIM Software

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DialVision Web-based CIM Software
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DialVision

• CIM (Customer Interaction Management) Software
• Telemarketing, TeleContact, etc.
• Blended Inbound and Outbound
• Progressive Dialing
• Branched Scripting
• Interfaces To NBX
• Rent via ASP or License For Local Install

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DialVision Technology

• Microsoft SQL Server Database
• Active Server Pages Written in HTML
• Agent PC Only Needs Web Browser
• Result Very Thin-Client
• Because It Is Thin-Client You Can Implement
• Distributed Call Centers via the Internet
• Remote Agents via the Internet
• ASP Environment

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TeleVantage / DialVision Interface
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Sophisticated Next Call LogicMust Consider

• Whether Agent has
• Assigned Call Backs
• Assigned Prospects
• If Agent is on a Team with Assigned Prospects
• Priority of Prospect Selection Groups
• Number of Dial Attempts to Each Prospect
• Managements Rules On
• Callbacks, Busy Signals, Answering Machines, Etc.
• If Too Early or Too Late to Call Time Zone

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Dialing Methods

• Problem
• Manual dialing has lowest Talk Time/Hour
• Predictive Dialing has highest Talk Time/Hour
  at the cost of lowest quality
• The Need
• A dialing method between manual Predictive
• Solution
• DialVisions Progressive Dialing

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Predictive Dialing Negatives

• Abandons Call If Agent Not Available.
• The Lag Time, Between Prospect Answering And
  Agent Responding, Causes Hang-ups.
• In B2B, Auto Attendants Voice Prompts Treated
  as Answering Machines
• Because of Above, Provides Lowest Contact
  Percentage and List Penetration

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Predictive Dialing Negatives

• Agent Has No Time To Preview Prospects Name or
  Data
• Callbacks To Original Agent A Problem
• Not Effective With Small Number of Agents

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DialVisions Progressive Dialing

• DialVision Displays Prospect Record
• Sends Prospects Phone to NBX
• Agent Is Live on Line While Waiting
• NBX Provides Call Progress Analysis
• On All Except a Connect, DialVision Updates
  Record
• 2 Seconds Later, Displays Next Prospect

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DialVision Solves Problems in Inbound Call Centers

• Problem
• Staffing for inbound spikes is difficult
• Staffing with quality Agents is difficult
• The Need
• Take advantage of highly skilled Agents who want
  to work from home
• Solution
• DialVision provides for Remote Agents

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DialVision Solves Problems in Distributed Call
Centers

• Problem
• Each Call Center requires servers, and technology
  experts
• The Need
• Reduce costs of duplicating servers staff
• Solution
• DialVision allows multiple Call Centers to access
  a centralized server technical staff

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DialVision Solves Call Center Software Problems

• Problem
• CRM software
• too expensive
• too complex to implement
• too complex to use
• Contact Management software - designed for 1
  Agent
• The Need
• Software somewhere in the middle
• Solution
• DialVision - an easy-to-use CIM application
  affordable as an in-house solution or via ASP

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DialVision Solves Hang Up Problem

• Problem
• Prospects hang up in first few seconds because no
  Agent answers their Hello?
• The Need
• Agent needs to hear the Prospects Hello?
• Solution
• DialVisions Progressive Dialing allows the Agent
  to hear the Ringing full Hello?

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DialVision Solves No Preview Time Problem

• Problem
• Agents dont see Prospects info before Prospect
  answers the phone so cant pronounce Prospects
  name
• The Need
• Agents need to see Prospects record for at least
  a few seconds before the contact
• Solution
• DialVision allows Agents to Preview info while
  system is dialing

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DialVision Solves Scripting Problem

• Problem
• Agents dont (or cant) follow the script
• The Need
• Scripting flexibility
• Solution
• DialVisions Branched Scripting

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DialVision Solves ASP Problem

• Problem
• Most ASP products are Windows-based, and slow
  over the Internet
• The Need
• Speed and low bandwidth
• Solution
• DialVision is all HTML and very Thin Client