True Predictive Dialler with Call Recording, Scripting, Reports and Monitoring and lots more

Davikers’ TouchStar Contact Centre

Our TouchStar system is a complete contact centre solution for outbound, inbound, and blended communications. You can empower your contact centre with this world class system that delivers robust features, reliability, and scalability. TouchStar is built on standard Microsoft technology; our clients benefit from the ability to easily integrate other applications and data sources as you grow and as technology advances. The solution includes the following:

• Outbound & Inbound Blended Telephony
• Predictive Dialling
• Power and Preview Dialling
• ACD & IVR
• OFCOM, DMA & FSA Compliant
• Recording
• Scripting
• Database and CRM integration
• Reporting (historical and real time)
• Monitoring with whisper coaching
• Voicemail
• VoIP Options
• Remote Agents

Administrator Application

The administrator application includes utilities for senior managers to create and manage the system.

• Campaigns
• Call Lists
• Agent Files, Skills, Permissions, Priorities
• Quotas and Goals
• Recording Settings
• Do Not Call List & Time Zone Management

Supervisor Application

The supervisor application provides real time data and graphical reports to make intelligent decisions.

• Campaign Performance
• Agent Performance
• List Performance
• ACD Queue Management
• View only Relevant Campaigns
• Customize or Hide Columns

Agent Application with Scripting

• Screen Pop with Connected Party Data
• Disposition Calls and Store Results
• Schedule Call Backs
• Update Databases Instantly
• Transfer, Conference, Monitor, Coach, and Record
• Instant Messaging with Agents or Managers
• Easily Customisable, Enter, Edit, or View Data
• Reduce Training Time
• Ensure Consistency
• Customise CRCs
• Integrated call data
• Feature rich call processing
• On the fly DNC additions
• Revenue capture

• Manage your business with detailed data
• Graphical interface for custom reports
• Email scheduled reports automatically
• Day, hour, 30 minute, or 15 minute intervals
• Export to multiple file types, eg. Text, Excel, XML
• Running reports does not affect dialler performance

Web Reports

Comprehensive web based report application grants clients direct access to your call centres performance stats and MI.

• Web based reporting suite
• View all stats on line
• Complete performance transparency for clients view webs anywhere in the world

Call Recording Utility

• Simple to use search and Playback
• Export and play through any MP3 software
• Extensive search criteria including, Agent, Call Result code, Time and Date, Campaign, Record id and many more

IVR Maker Application

• ACD & IVR
• Music or Message on Hold
• Customer Self Service
• Database Lookup
• Optional Text to Speech
• Opt-Out and Opt-In Options
• Skills Based Routing & Multiple Priorities
• Time Routing Options
• Agents In Queue Logic
• Calls in Queue Logic

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