Telephony integration solutions for the efficient, customer focused business
All tPoint products are available with comprehensive telephony integration whether that telephony sits within your business, in an off-site location or through our own on-demand services. Just like our other services our telephony facilities are available whenever and wherever your business needs them. Our comprehensive on-demand telephony services can also be used to mitigate the need for expensive on-site hardware with all the capital expenditure and management and maintenance costs that entails.
Our telephony solutions cover both inbound and outbound traffic and also enable blended solutions.
Auto / Preview Dialling
The tPoint Preview dial allows the agent to push a “call” button which then triggers the connected telephony to dial the selected contact automatically. This facility provides numerous advantages for business including:
- Improvements in productivity
- No errors typing in numbers manually
- Instant updating of history records providing a true and reliable audit of all customer contact
- Ability to integrate call recording
- Call recordings held at customer level enabling efficient and controlled access
- Control over number pre-fix requirements and call restrictions
- Improved visibility of user activity
- Improved Management Information on work and contact patterns
Power Dialling
tPoint have developed a leading Power Dialler where additional productivity gains are required for outbound calling and where user work patterns are sufficiently structured. When in power mode the system uses pre-determined criteria to select and display the most appropriate next customer and also automatically starts the call. If, after a predetermined number of rings, the contact has not answered the phone, then the contact record will be automatically set to ‘No Answer’ and the system will move on to the next customer and start dialling again. The tPoint power dialler will interact seamlessly with each script management module as well as allowing complete freedom and integration of call back facilities providing a comprehensive, efficient, customer focused outbound campaign capability.
The power facility, in accordance with tPoint philosophy, is highly configurable by the user or a power user. Easy to use dialer configuration can be used to control; up to 5 separate layers of customer presentation logic, maximum duration of call waiting, disposition used to record no answers, method of response to no answers and even to set algorithms to dynamically adjust the ultimate call waiting times based upon dialing results. The user can also be given the ability to switch seamlessly between preview and power features.
The comprehensive user level authorisations inherent within tPoint products can also be used to determine what level of user can adjust the dialer parameters and whether the user has the power function available.
The power function can be particularly useful where productivity gains are required but a Predictive Dialler is not deemed to be appropriate.
Predictive Dialling
A Predictive Dialler uses sophisticated mathematical equations and algorithms to determine the pace at which to dial outbound based on projections as to when a person or machine will answer. The technology self manages to match answer rates with conversation completion rates in order to minimise wait times for users and, hence, dramatically increase user efficiency.
tPoint's Call Back and Script Integrated Predictive Dialler is a revolutionary new module within the tPoint product suite. This cost effective solution is a fraction of the price of other predictive dialers and is available through a cost per minute pricing structure. Our dialler takes a new approach to predictive dialling by combining multiple scripting capabilities and open call back integration with sophisticated predictive algorithms for a simpler and more reliable solution.
Predictive dialling is extremely powerful where you have a large volume of people to call and want to maximise the productivity of your outbound agents. The predictive dialler automatically places the optimum number of outbound calls through to agents to dramatically reduce idle time. The solution adheres to both the DMA guidelines and the latest Ofcom regulations around the use of diallers and silent calls. Historically, Predictive Diallers have been expensive, but in line with our on-demand solution delivery we provide predictive dialling on a ‘pay as you use’ basis which significantly reduces your upfront costs.
