TELEMATION manages both
agent operations and call center development.
The TELEMATION environment is highly flexible and designed to be
customized - if needed. For example, users can create
screens that prompt agents to follow a script and react to customer responses. As the
customer answers each question, the agent checks the corresponding response on the screen.
TELEMATION automatically pops the next screen with a new script and prompts. If literature
is requested, TELEMATION generates a "picking list" along with a personalized
cover letter and label.
The system also maintains a log of all outgoing and incoming calls, along with the results
generated by the call. It also provides statistics on all agents that can be used for rating
Computer Telephony Integration (CTI)
If a company has an automated phone
system, TELEMATION can significantly improve the productivity of all agents. The CTI option
is a link between TELEMATION and the supported telephone systems. This powerful feature
streamlines inbound and outbound call handling for any call center. Inbound call features
include automatic screen pops and agent skill-set routing. Outbound calling features
enhance production by eliminating manual dialing. The Call Blending feature of inbound and
outbound campaigns can minimize staffing requirements. In summary,
automating a call center
telephone functions increases the center's capacity while producing tremendous savings.
routes a call to the appropriate campaign and next available and qualified
agent based upon
the number dialed.
TELEMATION automatically locates and displays the incoming caller's information as the
call is assigned to the next available agent.
Preview Dialing: As
the name implies, the agent previews the contact information prior to dialing. The
agent initiates outbound dialing by pressing a function key. Preview dialing is convenient and
cost-effective and generally used when the agent is familiar with the person to be called.
Business-to-business calling generally uses this form of dialing.
Progressive Dialing: This
method is similar to Preview Dialing; however, the call is launched automatically by the
system after a predetermined amount of time. A predefined queue of calls is generally used
with this form of dialing. Combining record preview and automatic call launch promotes
high quality calls with increased production.
Predictive Dialing: This
is sometimes referred to as Anticipatory or Adaptive Dialing. Predictive Dialing uses a
computer generated call list as the source of numbers to be dialed. Calls are filtered to
eliminate no answer, line busy, answering machine and other non-productive calls. The
filtered calls are passed to available agents. TELEMATION uses wrap-up time, nuisance rate,
idle time, list quality (i.e., connect rate) and a user defined throttle to statistically
adjust call launching. Predictive Dialing is generally used for business-to-consumer
calling campaigns where reducing non-productive calls increases the contact rate.
List Management System
List Management is a vital feature ofcall center software.It is especially useful
for Predictive Dialing queue management support. TELEMATION provides this powerful
tool for organizing lists of consumer or business contacts.
· Multiple queues per campaign
· Individual queue start and end dates and times
· Automatic chaining of lists
· Multiple campaigns/queues active at one time
· Variable list ratios (allowing one list a higher priority than another)
· Dynamic administrator report showing list activity and statistics
( NDK - Network Development Kit )
Tailoring TELEMATION to specific Company needs does not require a staff of programmers.
Instead, Telemation was designed to be modified by non programmers. Users can modify TELEMATION to give
any call center the look and feel it requires, and yet be easily supported
by DSC. Included in the development option are the components: TRANSACT, a menu, screen
and file definition system; TRANSWRITER, a report and
display writing system; FASTPlus,
a high performance file access system; EZTRAN, an easy to use
logic and flow control language. With these tools users can add custom modules to TELEMATION
or develop new applications. For more information see Net
Work Development Kit.
TELEMATION provides the agent with a wide range of functions to effectively manage a
large customer/prospect base. Each prospect can be easily accessed. If the specific
customer name or number is known, the agent can enter this information on the screen and the
customer data will be quickly displayed. Any other criteria can be used to locate the
correct customer information. The agent can view the prospect file through several different
display screens. The SOUNDEX utility can help the agent locate a customer through a
Users can develop and administer more than one marketing campaign at a time. This is
useful when different groups of agents are contacting different customers or prospects at
the same time. Thus, marketing may be engaged in a new sales campaign while customer
service is handling support questions and finance is calling on past due accounts. Each
campaign may use its own database or share the same company or contact information.
The Appointment Scheduling module is included to help the agent schedule
calls or visits for a sales organization. The agent may view each sales representative's
upcoming calendar to eliminate schedule conflicts. TELEMATION automatically handles
holidays and vacation days, as well as event scheduling such as seminars.
Follow-up Date Calculation
Agents can retrieve groups of customers through its call-queuing mechanism. Customers
may be assigned follow-up dates and times, and the agent may select one of several methods
to create a queue of customers to be serviced or contacted during the day. Custom
follow-up methods can also be implemented within TELEMATION to fit many specific needs.
Any number of follow-up dates may be managed by TELEMATION. This allows different groups
within the same organization to contact customers at different times for various reasons.
This feature automatically compensates for holidays and weekends based upon custom
A powerful and useful function of TELEMATION is the automatic contact history
feature. It provides useful information about a customer's previous contacts. Call History
can be recorded for virtually any activity performed by the agent.
Literature and Mass Mail
One of the key activities an agent performs is the distribution of literature to a
prospect. TELEMATION includes complete literature fulfillment. The system automatically
generates a "pick list" of requested brochures or pamphlets, and prints a
personalized cover letter and a mailing label with the prospect's name and address.
Another feature of TELEMATION is the Mass Mail system. Similar to the literature
processing for an individual prospect, this function lets the agent identify prospects to
receive a literature packet. Prospects can be selected using any criteria.
Scripts and Prompts
One of the most comprehensive functions of TELEMATION is its scripting capability.
Using a predefined script, the agent recites sales presentations and product descriptions,
or narrates questions for surveys.
Scripts are easily created and maintained under TELEMATION. Users build simple
to complex scripts merely by filling in the blanks and entering text on the screen. Scripts
can be created and "locked-in" for a specific campaign. There is no limit to the
number of scripts.
User Help Displays
A standard feature of TELEMATION is an extensive Help system that allows agents
relevant data at the touch of a key. Agents can view information on customers, prospects,
orders, complaints, schedules, and other useful data.
Statistics are critical to most call centers,
especially if the agent is compensated based upon sales performance. TELEMATION monitors
agent performance and provides accurate statistics reporting.
With TELEMATION, users can track virtually every keystroke
entered by the agent. Reports are generated from a statistics journal that shows the average
phone calls per hour, length of calls, number of successful calls, orders received and
One of the most flexible components of TELEMATION is the reporting system.
Users can produce
accurate, timely, and meaningful reports from large volumes of data. TELEMATION
already includes many standard reports users typically require. Reports can also
be generated via ad hoc methods.
TRANSWRITER gives even greater control over the reporting process. Users can tailor
standard reports or create new reports in just minutes. These reports can be installed
under TELEMATION and may be executed at the touch of a key.
Data Transport and Conversion
Many call centers obtain prospect data, such as mailing lists, from outside computer
sources. With TELEMATION, users can easily convert data from other systems. Likewise,
users can export information from TELEMATION to other systems. No more hassles getting data in
and out of this system! Users can provide data to other departments or companies in formats
that match their systems import/export requirements.
This utility lets users monitor the activities of agents
perform specific tasks. This feature is independent of terminal type and can be used from
any station or from a remote location with dial-up. Individual statistics on each
task can be kept and reported in detail.
TELEMATION provides critical security against unauthorized access. All functions and
data files can be protected. Users control access by assigning security privileges to
The security codes grant or deny access according to assigned security levels.
Before entering TELEMATION, each agent must enter a valid user ID and password. Once
validated, the agent is granted access to only those functions permitted within the
prescribed security level.
Users can also assign TELEMATION screens a privilege level. Thus, screens with
sensitive data can be accessed only by agents with the appropriate privilege.
Order Entry and Tracking System
An option to TELEMATION lets users capture and track orders. Multiple order entry
systems may be defined for each installation.
DATABASE SYSTEMS offers a wide range of software systems. They include productivity
tools as well as complete support systems. See Net
Work Development Kit ( NDK ) for more information.