Excalibur - Predictive Dialing Platform

Built on years of experience, our system has been engineered to provide a high density call center with the most contacts possible while minimizing costs.
 
Industry standard Intel boards, as well as a SQL data source for dependability, ease of use, and trouble free integration with current systems.
 
Excalibur is sold on a per station basis with 24 or 48 stations. Of course we can accommodate larger call centers with the HDSI interface or smaller configurations integrating with a PBX or with the CO.
 
Our system uses Telnet, a protocol for transferring data over the Internet, which has been around since the beginning of the World Wide Web. Because of that you do not need PCs and can use Dumb terminals instead.
 
As a new major feature release, current Dialer version supports integration with PCs network configurations using a WEB driven architecture per script bases, to provide a more interactive environment for the agents and management department, still preserving the openness of IIS and SQL standard integration.

Why you need a predictive dialer:

For the telemarketing industry, a predictive dialer is an essential tool in maintaining productivity, tracking sales, and keeping costs down. The ability to maintain agent and customer information, as well as to get statistics for both and the current market is imperative. A predictive dialer will help you do that while increasing overall productivity.

The average telemarketing sales representative (TSR) will spend an average of 16 minutes per hour in conversation when dialing by hand. Automated dialing increases that to an average of 47 minutes per hour, a 300% increase in efficiency. That is an incredible savings to you as well as a remarkable gain in profitability.

Manual Dialing - You see that much of your agents time is wasted.

You see that predictive dialing greatly increases your agents productive time.

Its simple...
more contacts = more sales
more sales = more income for your business!!!

The Telephony Server (Click for Image from an actual installation)

 

Is built to interface with 96 lines and 48 handsets. (Completely Scalable)

 

Designed to use any analog telephones, the system works extremely well with a variety of headsets that are currently on the market allowing you to purchase “Off The Shelf” handsets, again keeping costs down.

 

Drastically reduces dropped calls.

 

Interface for the system is simple to use and automatically removes duplicate numbers and do not calls from new lists and campaigns

 

Multiple campaigns can be dialed at the same time based on priority level.

 

Agents can be bound to different campaigns based on their training and/or level of experience.

 

All calls are tracked and recorded so that statistics may be generated for lead usage and agents' performance.

 

All of this information is stored on a SQL server so that your database administrator can access any information you may   need.

 

Many of your everyday statistics are included through a web interface with information such as Sales Per Hour, List Penetration, and Leads Burnt Per Hour.

 

Monitoring of agents is also included and can be done by any supervisor at any station.

 

External Monitoring can be added at an addition cost.

 

Uses Telnet for a Connection Host -- No need for PC's or special Software to Log on

 

Terminal Servers provides trouble free connectivity to the server with no down time or configuration

 

Customizable Pop-Screen for scripts and agent information

DataLink SQL Server

 

Data component of the system, keeps track of all activity including all outbound calls, agent dispositions, length of each call, number of trials, etc..

 

Agents are assigned a PIN number, every call they make is stamped to provide call tracking and statistics.

 

By using SQL our system easily integrates with reporting software and can be managed easily.

 

Any special requirements can be accommodated and agent results and forms are completely customizable for each individual campaign

 

System Information can be obtained through a fully customizable intranet using ASP pages.

 

System can be modified for specific applications at a modest additional cost based on the changes.

Features of Excalibur

Handle inbound calls:
A simple script that is associated with the DNIS handles inbound calls. Agents are then bound to the inbound campaign based on there skills and can be sent a combination of inbound and outbound calls.

Lookup inbound customers:
Agents have the ability of searching the database for the phone number where an inbound caller was contacted originally. The results are displayed on the pop screen and include al pertinent Address information.

Dial Multiple Campaigns:
Any number of campaigns can be dialed at the same time. A simple priority level delegates the usage of trunks.

Agents sit anywhere, campaign based on login:
There is no need to have special sections for different processes. Agents are bound to campaigns based on their logins and may sit anywhere. To change which calls they handle either unbind them or have them log back in under a different pin.

Monitor ANYONE on the system:
Supervisors can listen to any station that is active. By default the system will take you to the first conversation in progress, simply pressing the # or the * key takes you forward or backward through the stations on a call. You may also access a station directly by entering the station number and pressing #.

Coach and Conference capabilities in monitoring:
Supervisors may coach an agent while monitoring by pressing 02 on the Keypad. The client hears only the agent while the agent can take instructions from the supervisor. The supervisor may then take over the call so that the client, the agent and supervisor are in a conference by pressing 03. He can then back out to monitor only by pressing 01.

3rd Party outside verification:
Closers pressing the “V” Key can engage a 3rd party outside verification. The number to be dialed is set up with the campaign to avoid any agent fraud.

Up sell verification:
A second verification number can be used for up sells or to verify a second read.

SQL server based database:
System is based on highly scalable Microsoft SQL server. Reports can be generated easily and custom interfaces created with the MFC foundation classes, visual basic, or other standard programming languages.

Tracks all Agent Calls, Outbound Calls, and Inbound Calls and sales:
All calls are tracked and archived for future reference and quality control.

Uses inexpensive dumb terminals or regular PCs:
Use RS-232 connected dumb terminals that reduces cost as well as down times. Less labor intensive than PCs and inexpensive enough to be disposable. If your budget allows , PCs can be used with a web driven interface with an asp intranet.

Based on Windows 2000 technology:
Time proven stability and security for your system. Our platform currently runs on Windows NT, 2000, and XP operating systems.

Agents can record their own verification / conversations:
No need for Dictaphones or tape recorders. Any agent can record a conversation in progress and the file can be archived for later playback.

Configurable to send calls to “Home Agents” or other rooms:
A small upgrade will allow you to send calls and pop screens to other rooms or home agents.

Call - Transfer, Fronter – Closer:
An agent can pre qualify a client and then seamlessly transfer the call to another more experienced agent.

Call transfer closer - outside agent:
An agent can transfer the call to an outside party by utilizing the verification number. The agent will have the third party on the phone and then drop way leaving the client with the other party. The agent is then free to take other calls.

Visual interface for managers:
Our user interface give you the ability to see in real time what the agents are doing as well as the individual system channels. This helps to prevent down time do to problems with the CO as well.

Agents can do their own data entry:
Each campaign can display a unique sales form in which you can data enter custom fields into the sales table.

A separate agent interface for each campaign:
Each campaign has a unique form that can be customized to display information pertinent to the campaign.

TRULY predictive with instant pop screens:
The system will transfer a call instantly to an available agent. This is not a speed dialer or pre-dialer, we use a complex algorithm to keep your agents busy.

Call perfect analysis:
Analyzing the frequency response when a call is answered allows us to determine if a human voice or an answering machine has picked up the line.

Fully scalable:
Limited only by the number of cards per machine, our system is highly scalable and modular and includes support for the Quad span series as well as HDSI.

One data source for multiple machines:
Using a master / slave approach sepparate machines can use one database. This is a benefit when you want to grow and not have data in different systems.

Callbacks:
Agents can save a lead to be called back at a future date with a reminder note as well.

Redial feature:
If a call is dropped for some reason an agent can have the system redial the call. Only numbers that are active and in the database are re-dialable to prevent agent fraud.

Customizable Result codes:
0-9 and A-J are available to code a lead however you wish.

Reporting easily done through online intranet:
Many functions and reports are already implemented using ASP pages and an intranet system. Additional reports can be made available online very easily.

Do not call list kept completely separate:
Some Regulations require a completely separate Do Not Call List. The system maintains a list of the numbers agents have coded do not call in this fashion.

Leads are reusable for different campaigns:
Leads can be bound different campaigns on thy fly and do not have to be exclusive to a particular campaign or product.

Campaigns are script driven for more flexibility:
Each campaign can be configured with a simple script to allow a different interaction with the clients for each product. New actions and methods are being added continuously.

Courtesy down:
The interface allows a manager to shut the system down AFTER all agents have completed the calls that they are on and without allowing them to make another.