Features (go back to product info)

Telecommunications

• Telecommunications platform capable of traditional, and/or VoIP, line and agent connections.
• Automatic screen pop with caller data, customised by campaign, increases agent productivity.
• Voice and data transferring capabilities to another agent, an ACD queue, or a third party off site.
• Remote Agents (home workers or remote site) are Enabled.

Automated Dialing

• Predictive Dialling: Increase contact rates by 200% to 400% compared to manual dialling. TouchStar is a global leader and proven performer in predictive dialing. Each campaign can have its own dialing settings.
• Predictive, Power, Preview, and Manual dialing settings are customisable for each campaign.
• Record fetching is set by campaign with multiple fetch criteria and order options.
• Optional ‘Click to Callback’ from your website for immediate responses.
• Answering machine detection settings by campaign and by alternative number dialling plan.

Automated Outbound Voice Messaging

• Voice message broadcasting with options for text-to-speech and database read and write.

ACD & IVR

• Queue incoming calls and distribute to first available and qualified agent or team.
• Skills based routing with multiple priorities.
• Auto attendant with on-hold music or messages by queue.
• Real time reporting of queue volume, staffing, and call statistics.
• Route calls to alternative queues based on call volume.
• Agents can be moved to alternative queues real time.
• Agents can be assigned priority for different queues.
• Automated self service data lookup, data capture, and payment options.
• Opt-in to re-route a party connected from an outbound voice message to a prioritised inbound call.

Recording

• Agent, supervisor, or script initiated. VOX or WAV with 6k, 8k, or 11k quality settings.

Campaigns

• Unlimited number of simultaneous and blended inbound and outbound campaigns.
• IVR inbound redirect and message options to reduce dropped outbound calls.
• Outbound dialling settings and record fetching specific to each campaign.
• Set ANI per campaign to show any desired phone number on caller ID.
• Scheduled automatic start & stop.
• Dynamic line assignment.
• Callbacks can be set by agents, or by supervisors by campaign.
• Call Result Codes are custom by campaign as final, rollover to another campaign, or a callback.

Scripting

• Extensive logic and branching capability.
• Data Capture: Scripts gather data via keystroke entry or menu clicks.
• Dynamic Scripting: Live scripts can be edited by the administrator.
• Send Data Instantly: HTTP & XML posting, web services, database export, email and fax can be integrated.
• Simple Editing: The script editing application is very similar to Microsoft Word.
• Optional Applications: Appointment Scheduler and Dealer Locator.
• Web applications and services are easily integrated: CRM, mapping, weather, calculations, etc.

Reporting

• Real Time: Agent Performance, Campaign Performance, Queues, Lines, Lists, and Goals
• Historical: Over 50 standard reports and a simple graphical interface to create custom reports.
• Email scheduled reports automatically with a choice of formats: PDF, Word, Excel, CSV, etc.
• Visual Supervisor provides an image of the agent and customizable real time performance data.
• Customize views to see only specific campaigns, arrange columns, or hide columns.
• Reporting by day, hour, 30 minute, or 15 minute interval.

List Management

• List Manager is a tool for selecting or deselecting records to call while a campaign is running.
• Dial Builder is a graphical tool for sorting, selecting, and importing records for outbound campaigns.

Compliance Managementt

• Do Not Call (DNC) list double scrub upon import and upon fetch to buffer.
• Time Zone Management to schedule campaigns to run during certain times.
• Caller ID settings for each campaign.
• Abandoned Call Rate management tools.
• IVR/ACD Opt-out (to support future regulations currently being legislated).
• Option to restrict automatic calling by area code (to comply with state regulations).

Optional Quality Assurance

• Monitoring, coaching, conferencing, and recording for quality assurance.
• Optional web-based monitoring and coaching application.
• Quality Assurance & Recording Scoring Application.

Agent Tools

• Voicemail, Chat with Supervisors or Agents, Scripting linked to email and your other data sources.

Wizards for Simple Use

• Data Import, Campaign Creation, Agent Setup, and Custom Reports.

Multiple Languages

• English, Spanish, and French.

Training

• Full documentation.
• Annual Best Practices User Conference
• At your site, at TouchStar, or Internet Based.

24 Hours & 365 Days a Year Support

• We commit to your success by offering support at all times.

Open Architecture

• Software Development Kit & APIs Available
• Microsoft SQL Database & ODBC Database Connections
• Object Oriented Programming

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