VIC: Award Winning Integrated Dialer/IVR
DAKCS Software Systems has been a leader in the creation of integrated dialer solutions for their clients Since the introduction of predictive dialer technology in the 1980s.
Features and Functionality of
VIC works with Microsoft (MS) Windows XPbased workstations and Microsoft 2003 servers. Microsoft's SQL database management system transfers data to DAKCS's Beyond.Net, The Sting and other applications. VIC scales from four to 288 lines per module box, with larger organizations installing as many boxes as necessary.
Managers define work flows in a graphical dialog editor by "dragging and dropping" various icons into flowcharts, representing the various steps and options available to the agent and tasks performed by the dialer or IVR. The system's IVR text-to voice technology provides an automated greeting based upon text that is typed into a script such as a request for right-party verification during PD campaigns. IVR options then let right-party contacts transfer to an agent or initiate electronic payment transactions. The graphical display highlights each active step during a campaign, giving the designer a visual understanding of workflow progress and remaining steps.
Managers also determine strategies and tactics for working various types of accounts. A high-balance, early collection phase account, for example, could warrant repeat call back attempts, with managers defining the call back limit and threshold for pursuing skip trace data. VIC further enables managers to assign agent teams to field combinations of inbound and outbound calls.
To assure compliance with various statutes, VIC incorporates a range of automated controls. Right-party verification messages request the last four digits of a called party's Social Security number or some other unique identification item. Message campaigns will not launch beyond legal hours. If an individual tries to make a payment using a credit card issued in someone else's name, VIC also automatically transfers IVR-driven electronic payment transactions an agent for further verification.
No comments:
Post a Comment