Stand-alone Platform

·         Can service campaigns built from data from our collection system or client-provided data

Outbound Capabilities

·         Centrally manages up to 64 isolated campaigns

·         Four outbound call pacing methods to maximize efficiency

·         Average time waiting per agent

·         Average time on hold per contact

·         Average ratio of dropped calls

·         Fixed number of dialing lines per agent

·         Answering machine detection system based on cadence and quality of voice provides 95% accuracy

·         Can perform manual dialing of accounts.

Inbound Capabilities

·         Can blend both inbound and outbound campaigns to a group of agents

·         DNIS-based routing permits us to have inbound calls made to a specific 800 number to be serviced by a selected group of agents

·         Skills-based routing provides the ability to route calls to groups of agents based on the condition of the account

·         Time-based routing allows calls received after operating hours to be alerted by playing a message or by moving the call to voice mail

Interactive Voice Response

·         Can utilize Interactive Voice Response on both inbound and outbound campaigns

·         Menus with branching logic can be customized to make several courses of action available to a customer

·         Automated information gathering systems can be created to take payment information so that agents aren’t responsible for doing so

Agent Capabilities

·         Agents can conference and transfer calls to a fellow agent, supervisor or an external service number provided by a client

·         Agents can schedule accounts for call back at a specific date and time

Monitoring

·         Internal monitoring permits a supervisor or manager to listen to any agent on the system in three modes

·         Monitor mode allows the supervisor to hear the call

·         Coach mode allows the supervisor to hear the call and talk to the agent

·         Barge mode allows the supervisor to hear the call and talk to both parties

·         Video monitoring permits a supervisor or manager to view the agent’s desktop and view their activity on any collection system

·         External monitoring allows clients to connect and listen to agents in their campaigns to ensure quality of service

Real-time Reporting

·         All campaign statistics are available during and after the course of the campaign

·         Agent productivity reports show the time spent and number of calls placed on a campaign or across the system

·         Individual call results are available to update client systems via a file batch or real-time through a screen scrape directly onto the client’s system