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Productivity for the Future - Infostar/Predictive Dialer (IPD)

The objective is clear:

Executone’s Infostar/Predictive Dialer (IPD) is an advanced call center application that utilizes the computer telephony power of the Eclipse² enabled IDS platform. Its state-of-the-art Client/Server technology initiates high volumes of outgoing telephone calls and distributes the "live"calls to waiting agents. Advanced database tools provide extensive real-time and historical reporting.

The IPD features fully compliant Microsoft Windows 95 or Windows NT Workstation Agent software, and fully compliant Microsoft Windows NT Supervisor software. 32-bit applications at all desktops enable the IPD to integrate with all the latest LAN applications. The IPD supports active links to external data sources and software packages using ODBC technology.

The system employs the latest in GUI (Graphical User Interface) technology for campaign setup and administration enabling non-MIS users to build and run campaigns. This includes an interactive screen builder and scripting tool designed for fast turnaround typical of telemarketing environments, Project Expert for campaign management, and a "do not call list" for full governmental compliance. Real-time views and historical reporting round out this robust computer telephony product.

The Total Call Center Solution

Executone presents the IPD as a total call center solution. This solution consists of the IPD as well as the PBX, ACD

Benefits

Executone’s Infostar/Predictive Dialer (IPD) configuration is built on three major components: the Eclipse² enabled IDS Switching Matrix for voice, the Server and DSP Platform for dialer applications, and the Supervisory Position for management. These major components support key features such as: Project Expert, Scripting, IMR Reporting and PBX system integration. ALL are combined in the Client/Server environment and can easily be managed from one supervisory desktop.

The Eclipse² enabled IDS Switching Matrix

With up to 648 ports, the fully digital Eclipse² enabled IDS voice switch can support customized network configurations. The switch supports Automatic Call Distribution, Dynamic Inbound/Outbound and all other Executone administrative telephones and system features. The Eclipse² can be configured to work as a standalone dialer, dialer with PBX system, or a dialer behind another PBX system that utilizes that system’s telephones.

The IPD Server and DSP Platform

Incorporating the latest in DSP technology, the dialer can evaluate each call made and deliver only "live" calls to agents. The system will detect ring no answers, busy signals, intercept tones and even answering machines. Employing either frequency detection or cadence detection may enable answering machine detection; yet, the IPD uses both simultaneously. This capability provides one of the highest accuracy rates in the industry.

The Supervisory Position - The window to the Call Center

Utilizing Windows NT, the Supervisory Position allows the call center manager to evaluate the call center’s performance real-time and adjust to changing conditions. Project Expert (available since version 4.6,) runs on the supervisory desktop and manages all the setup work needed to build campaigns allowing the call center manager to focus on the agent floor and not setting up the dialer. Project Expert is unique to the industry because it allows an outbound supervisor to manage all the steps necessary to create and maintain a project or campaign, while reducing the MIS influence on call center operations.

The supervisory position also manages the generation of historical reports using Executone’s Integrated Management Reports (IMR), which is built on Seagate’s Crystal Information Reports Package. This industry-accepted package takes full advantage of the Windows NT GUI environment and ability to write customized ODBC-compliant reports with both dialer and external data sources. The IMR can deliver reports to a file or e-mail address, or any printer on the LAN, including color printers. IMR also allows reports to be scheduled to run after work hours. The system is configured with 21 standard reports that may be customized by the user in both tabular and graphical formats.

Dynamic Inbound/Outbound-PBX Integration Executone’s solution to call blending is unmatched. As the IPD’s strongest feature, call blending allows outbound agents to answer the overflow of incoming calls, allowing call centers to increase productivity by presenting both inbound and outbound calls to their agents. Executone’s approach to call blending involves moving the agent, not the call. Inbound calls remain in the inbound queue. Our Dynamic Inbound/Outbound also provides realistic reporting showing exactly how much time an agent has worked each type of call. Dynamic Inbound/Outbound is available, as an option, on IPD versions 3.0 or higher.

Selected Features

Screen Builder

Drag-and-drop technology allows call centers to quickly turn around projects and begin calling customers. Enables the administrator to customize screen workspace in both color and format to meet and distinguish specific agent and campaign needs. Provides the ability to meet the varied needs of different campaigns by linking the screen to the customer’s database.

Agent and Campaign Monitoring

Multiple campaigns and agents can be viewed simultaneously. View agent productivity easily and quickly with Executone’s unique color thresholds. Compare performance statistics by agent and campaign, adjust campaign parameters, and reassign agents on the fly. Real-time statistics are presented with color alarms and dynamic graphical user-interface displays that allow supervisors to focus on agent performance, campaign performance and list quality.

Native Scripting

Our scripting feature supports 99 pages, eight external ODBC data sources and Inbound & Outbound Scripting. It is integrated into Project Expert and Screen Builder.

Do Not Call List

A key feature for telemarketing applications. Call centers are now required by law to maintain a list of all telephone numbers that are restricted from being called at the owner’s request. Executone’s implementation is simple to use from the agent perspective and simple to administer from the supervisory position.

Fully Client/Server

All desktops are 32-bit Windows applications working with today’s latest LAN technology.

Pacing Algorithm

Executone’s leading-edge logic that drives the IPD’s ability to anticipate when an agent will become available and predict when to dial.

Call Progress Detection

Many other vendors choose only one type of detection. In order to identify only "live" calls (people that have answered their telephones) Executone’s software will listen and analyze using both frequency detection and cadence detection.

23 Simultaneous Campaigns

This feature provides a high-level of flexibility for the more complex dialing customer. Some competitors can provide more simultaneous campaigns. Yet, to get true predictive dialing it is recommended that eight or more agents be assigned to the same campaign. With Executone’s IPD system capacity of 96 agents, 23 campaigns should be plenty. Most customers agree with this logic.

Silent Monitor

This feature, provided by the Eclipse² enabled IDS, allows IPD supervisors to monitor agent call conversations.

Switch Independence

PD is switch independent with Eclipse² & IPD 4.8. The Eclipse² enabled IDS is used in conjunction with the on-premise switch.

GUI Displays

Our Windows NT supervisor desktop provides real-time screens and easy-to-use system setup features. Executone's Graphical User Interface is designed to simplify and expedite campaign set-up and administration. Logical, consistent menu choices combine with flexible user-defined programming options to permit maximum control at the desktop.

Multiple Lists

Version 4.8 supports up to 30 call lists. Lists are managed using Project Expert.

300,000 Record Capacity

Most customers never need 300K because they use daily downloads to create their campaigns.

Sample Project

Version 4.8 includes a fully working sample project. The screens and database can be used for testing and training.

Client/Server Architecture

The IPD supports from 8 to 96 agents in a LAN environment. Executone’s API (Application Programmer’s Interface) to the desktop is unique to the industry. Adding an additional IPD system can support additional seats. These systems co-exist on the same LAN.

32 Bit Desktops

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