April 2004

DialVision

Moonfire
131 Hunters Cove Rd.
Mead, CO 80542
Ph: 970-535-9500
Web: www.dialvision.com
Price: $1,500/seat, $240/seat support fee

 

Organizations with multiple call centers face unique challenges when it comes to deploying, maintaining and administrating technology. For example, separate hardware and software have to be purchased for each location. Also, running meaningful reports across disparate systems in different locations is nearly impossible. Hiring technical personnel to maintain databases and administrate the hardware is required at each location, which incurs additional cost. Moonfire's DialVision addresses many of these issues via its 100 percent Web-based CRM application and software dialer that can be used by call center agents located anywhere where Internet access is available. While Web-based CRM applications are nothing new, integrating a fully functional and comprehensive progressive dialing capability using a Web browser is very unique.
But it gets better ' DialVision supports integrated VoIP to offer a true 'soup-to-nuts' CRM/data and voice/telephony solution. All that is required is a browser, a headset and an Internet connection to have both data/CRM and voice/telecom capabilities. We should also mention that DialVision supports both a hosted ASP model as well as an in-house solution.

Moonfire lent us a laptop preconfigured with a VPN connection to their corporate network. While a VPN wasn't absolutely necessary, it helps to alleviate any VoIP issues getting past a firewall. We logged onto the VPN and launched our Web browser. After authenticating onto the system, we chose a test database and tested the application.

We were viewing a database set up for demonstration purposes, which gave us a pretty good idea how the product works. Obviously, the fields and the data displayed can be customized to suit the customers' needs. Some functionality is standard across most customers that use the system, such as importing, time zones, dialing plans, setting up campaigns and reporting. At the top of the browser interface was a toolbar of sorts that lets you choose the main feature category, such as Setup, Imports, Prospects, etc. We thought the Web interface could be spruced up a bit, but for the most part it was functional and easy to navigate. However, since it is HTML-based, any Web graphics designer should be up to the task. Overall, we thought the Web interface was very good and since it is Web-based it has obvious advantages such as 'anywhere' connectivity, easy modification/changes, and it doesn't require any installation on agents' desktops.
Also, the product supports both inbound calling and outbound campaigns. Other important CRM capabilities include excellent reporting that lets you track times for wrap-up and talk time.

Telephony
As we previously mentioned, in addition to DialVision's CRM capabilities it also supports VoIP. We should mention that DialVision supports dialing interfaces to several PBXs, including Televantage, 3Com NBX, Cisco CallManager, Altigen and more. DialVision utilizes progressive dialing for outbound campaigns to provide zero-abandonment calls. Since it is not 'predictive,' it is not bound by the FCC predictive dialer restrictions. Here's how the progressive dialing works ' when an agent completes a call and indicates he or she is ready for the next call, the progressive dialer sends the prospect's information to the agent's screen and automatically dials that prospect's phone number. The agent is able to preview the prospect's information until the prospect answers the phone ' normally from 15 to 30 seconds. The dialer screens out the 'no answers' and 'busy signals.' If the agent hears an 'answering machine,' he or she clicks on one button. This provides 100 percent 'answering machine' detection. The agent headset is live throughout the dialing and ringing, and the agent hears the full 'Hello.'

DialVision utilizes a VoIP soft-client from IP Blue for the voice. We made some test calls simply by dialing one of the customer records from the Web browser. The call was connected and we determined the voice quality to be excellent over our T1 connection.

Features

• Provides guaranteed zero abandonment,
• Avoids customer hang ups because of 'predictive' dead space,
• Allows 'agent self-pacing' or 'management pacing,'
• Agents can view complete customer history,
• Incorporates true logical branched scripting,
• Allows an unlimited number of scripts, with an unlimited number of questions and answers,
• Fields from the database can be inserted into questions,
• Updates, enhancements, new modules, or even complete rewrites are automatically sent to all customers under annual support at no extra charge, and
• Assigns callbacks to the original agent and automatically pops up the call at the appropriate time.

Conclusion
All and all, this product performed as advertised. Simply using a browser, we were able to browse customer data, dial customers and prospects via VoIP, perform data entry and execute meaningful reports. No doubt this product is a good choice for start-up call centers, but also larger call centers that have multiple locations or that require 'anywhere access,' such as for telecommuting/remote-agent purposes. TMC Labs was quite pleased with Moonfire's DialVision feature-set, which is also much more cost-effective than some competitors and much quicker to deploy.