 TeleVantage Super DialerA Vertical® TeleVantage Add-on SolutionDOWNLOAD BROCHURE
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Now you can easily extend the capabilities of your TeleVantage phone system with the TeleVantage Super Dialer System from U.S. Infotel Corporation. U.S. Infotel Corporation has been a Premier Provider to TeleVantage for many years, and has delivered quality telephony products to hundreds of corporations and call centers all over North America. |
  The Odyssey System has doubled our outbound calling efforts and paid for itself in just 45 days! K. Rowland, Northwest Coatings |
The TeleVantage Super Dialer System was developed for companies using the Artisoft Televantage PC Based Phone System. The objective behind this dynamic dialer was to greatly increase the productivity of the call center agent while improving the efficiency and reporting for managers running a call center, large or small. TeleVantage starts at 4 seats and can scale up to unlimited amount of users. We have also tested the TeleVantage Super Dialer with other systems such as the AVAYA Office IP, CISCO, and Nortel Systems. See our professional services department for more information.
The TeleVantage Super Dialer differs only slightly from predictive dialing. Predictive Dialers can recognize a live “hello” and then pass the call to an agent. This recognition and “pass through” results in the delay that you often experience when a predictive dialer calls you, you say, “hello”, then there is a pause. This pause results in a great number of hang ups, or abandoned calls. The new federal laws prohibit call centers from abandoning over 3% of the calls they make. The result is a potential $11,000 fine. In the old days, before the FTC laws were imposed, predictive dialers were undoubtedly more productive with consumer type sales and dialing, however, new studies have shown that getting to the right person and responding with a crisp response is more effective than just making more dials. TeleVantage also has a DNC (Do Not Call) database analyzer that reads the SQL database, and will not call a phone number that has been put in the DNC file. The Librarian feature allows for the agent to select from a number of recordings they have made, and upon receiving a prospects voice mail, they can initiate a personally recorded message to be left on the voice mail. As soon as the agent initiates the left message, they can disconnect their current call and go the next call while the Librarian leaves the message. Just another way to increase the efficiency and effectiveness of your call center agents.
The TeleVantage Super Dialer is currently designed to operate and integrate with Goldmine Software, (SQL Version only) the number one selling Customer Relationship Management software in the industry today or you can use the TeleVantage Web Agent which uses SQL as the backend database, and the powerful .Net programming language to interface with Televantage for optimal agent scripting. TeleVantage can also be integrated to your inhouse or custom database to give your agents “Screen Pops” in your application.
Our TeleVantage dialer can integrates with Goldmine or the TeleVantage Web Agent and has the ability to double the productivity of a call center agent performing outbound calls. As soon as the agent hangs up the phone, the dialer force dials the next call in a series and hands it to the agent.
Some of the current features are:
The TeleVantage Super Dialer is a perfect addition to any business with a call center or need to greatly increase the number of outbound calls required by their business model. By automating the process of placing outbound calls, the TeleVantage Super Dialer has the capacity to easily double, sometimes triple the amount of productivity and efficiency of outbound calling efforts.
The TeleVantage Super Dialer will pull phone numbers from a database one at a time, place the call, and simultaneously pass the call to the agent. The TeleVantage Super Dialer saves your agents time by easily managing large customer lists and ensuring that numbers are dialed correctly every time. The TeleVantage Super Dialer also has the capacity to check each number against the National Do Not Call registry before it dials that number, and if the number exists on the DNCR, TeleVantage will not make that call. The TeleVantage Super Dialer also tracks agent availability, so calls are only placed when agents are free and ready to take calls. Every customer will be connected immediately to an agent – no silence or wait time will be heard. The TeleVantage keeps Agents busy, with no dead time between dials. As soon as the agent completes the call they are currently on, TeleVantage automatically pushes the next call to the available agent.
Each agent can be in a separate campaign since there is no limit to the number of campaigns on the system. Call Progress Detection is available which will detect all busies, no answers, teltones, fax machines and modems.
Managing outbound calling campaigns is easy with the TeleVantage Super Dialer. Simply set up the list of customers to call and the agents who will be handling the calls. Create shifts specifying the days and hours each agent is to receive calls. Then, let the TeleVantage Super Dialer go to work. Agents will be kept busy handling the calls placed by the TeleVantage Super Dialer, and all you customers will be contacted in no time. Perfect for prospecting new sales leads, notifying customers of new product or seasonal promotions, or conducting any call campaign.
Use the TeleVantage Super Dialer with Goldmine for a completely integrated solution. Customer data is pulled directly from your database and a screen pop of the customer record will occur on the agent’s desktop. Or supply your own data source and the agent can view the customer’s name directly in the TeleVantage Call Monitor, allowing agents to greet the caller appropriately.
TeleVantage is also available with a custom web based agent scripting tool that can serve as a stand alone database (SQL) or integrate to your current database application.
Keep track of system activity with the TeleVantage Super Dialer Monitor. A complete log of the activity is shown onscreen as it occurs. Easily see when calls are placed, which agent receives each call and more. Save the log to a text file for tracking purposes.
An easy-to-use Administrator Utility is provided to set up the system. The utility allows you to define shifts that specify the agents to call for each day and time period. Easily create shifts to cover all hours of the day depending on your specific business requirements. A configuration screen is included for simple set-up, allowing you to define criteria for your data source, as well as other system settings. This utility can be run on the TeleVantage Server or any networked PC, allowing easy management of agents and shifts.
The TeleVantage Super Dialer is a must-have for any call center that wants to streamline agent activity and increase productivity. Get the TeleVantage Super Dialer today to help make your business that best it can be.
We used to have a Predictive Dialer system, but since the new Federal dialing guidelines and fines have been enacted, we have had to change our business model dramatically. The TeleVantage Super Dialer System from U.S. Infotel has actually increased our talk time with our prospects and customers while keeping us out of harms way regarding Federal and State fines. - Jim Trimble, President, Trimble Industries.
We tried other so called Smart Dialer Systems, and they were not designed around our business model, nor could they be customized. The TeleVantage Super Dialer System fit our business model to a “T”, and was easy for our people to learn and operate. And as a bonus, it was very affordable. We would recommend the TeleVantage to anyone desiring to increase their outbound efforts. - Greg Strong, AIM Industries
1. How do we access the TV Server?
Super Dialer is comprised of 3 components the Controller, Administrator and Server Side. The controller provides agent control. The administrator controls all campaigns. The Server Side interacts with the TeleVantage server directly. This portion of the Super Dialer is installed on the TeleVantage Server.
2. Do we require an IVR license? Why not?
Yes, If you plan to use Call Progress Analysis. If CPA will not be used then it is not a requirement.
3.How does the dialer work?
Dials numbers from your Goldmine database or the internal database for each campaign created. The number is checked against the Do Not Call database and then transferred to the agent. Another call will not be dialed for that agent until they are in the ready status. This prevents the possibility of drop calls.
4.How do reports work?
The Super Dialer Report writer provides access to all agent and call statistics. Such as wrap time, manual dial time, break time and all call history.
5.How do I monitor calls?
Utilizing the features of the TeleVantage Call Center Agent. This feature of TeleVantage will allow you to Monitor, Coach and Join calls.
6. You mentioned 1:1 dialing ratio for phone lines so does this means it will not dial on all 10 lines available at same time 10 different numbers from the Database.
This is correct. Each agent would need a phone line, and you may want a few extras for inbound calls on TV. Predictive dialing is diminishing (if not going away) in the U.S. and the U.K. due to the abuse and new federal regulations and fines. Most people are finding it more effective to do Super dialing or Progressive dialing as it is also called. We can keep an agent busier, they don't experience the same level of burnout, and we can still DOUBLE their calling productivity.
7. To hang up call on busy signal or answering machine, not working signal, or no answer ..etc. Only transfer live phones.
The new TeleVantage 6.0 does give us CALL PROGRESS ANALYSIS, ie; busies, answering machines etc; but I can tell you from experience that so far, everyone of our customers has disabled CPA. because it slows the process down considerably.
8. The Super Dialer has built in Wrap Time.
Thus you can set the system to automatically dial the next phone number in a series, based on the setting you established at 5,10,15, or 20 seconds. This allows you to greatly increase your productivity.
9. Can the super dialer dial an extension after the number dialed then transfer call to Agent?
The super dialer simply runs on top of Televantage, therefore it gives you ALL of the features that Televantage also gives you.