Over the past several years we've all heard about the benefits of PC-based
PBXs (PC-PBXs) also sometimes called 'communications servers.' But what
about PC-based predictive dialers, one of the core components of any
outbound call center? Until recently, most predictive dialers were still
very closed and were very specialized proprietary systems. That is... until
now. StrataDial. VC2 is an open platform, PC-based software/hardware package
that performs automated outbound dialing. In fact, VC2 can also run outbound
campaigns without live agents by automatically delivering recorded messages
to both customers and answering machines. In addition to automated
predictive dialing capabilities, it can also perform inbound call routing
via their IVR or their ACD. In fact, with StrataDial.VC2's built-in IVR and
ACD functionality that routes inbound calls, this product is PBX-independent
' users do not need a separate PBX with this solution.
StrataDial.VC2 includes skills-based routing tables so customers will always
be talking to the best available agent. These tables can be based on
language skills, training level or any other criteria-based functions.
Agents can have specific extensions as well as their own voice mail.
StrataDial.VC2 comes with several critically important features, including
dialed number identification service (DNIS), which allows the system to
intelligently route calls based on the 800 number dialed. On digital
systems, automatic number identification (ANI) is supported as well. Agents
can even get 'screen pops' of the customer record. Also, StrataDial lets
users build diagrams of the layout of the call center. From the diagram, you
can view the status of the agents; i.e., on a call (and with which
customer), idle, etc.
Dialing Capabilities
Additionally, StrataDial has very powerful dialing capabilities supporting
both predictive and preview dialing that can be set at an individual
campaign level. Predictive dialing allows you to increase your calling
productivity by delivering only 'live' call recipients to your agents.
StrataDial claims its patent-pending algorithm is comprised of 27 different
variables that adjust calling behavior based on campaign demographics and
agent calling patterns. Preview dialing is ideal for business-to-business
campaigns that require an agent to review pertinent details about a call
before actually placing the call. Once the agent reviews the record, he or
she may tell the system to initiate the call, or the system may be set to
time out after a certain period and automatically place the call for the
agent.
Agent's Client Software
The agent's client software of Stratasoft is very powerful and one of the
more unique aspects of this product. Unlike many competitors that require
third-party add-ons for screen customization capabilities, Stratasoft comes
with one included. Its screen designer software package is very powerful,
and allows users to customize screens in every way. This tool allows a
supervisor to design and customize screens and scripts to meet the needs of
the campaign.
We were able to simply drag and drop various screen elements (text boxes,
database fields) onto the designer screen (see Figure 1) to quickly create
new screens. The screens designed by the user allow for agent input,
formulas and field validations to ensure that agents fill out all the
required fields. The StrataDial Agent software will not only display the
screens you designed, but it can also display an embedded browser window at
the bottom of the customized screens. Therefore, scripts can be written with
any HTML-based software and easily implemented. A user can even embed
external data into an HTML script and display the information within the
browser section of the agent software interface.
Customer data may be stored in any ODBC-compatible database format, such as
Microsoft SQL, Access, etc. In addition, scripting is written in HTML and is
compatible with ASP, PHP, XML and Java scripting. Further, due to its HTML
support, you can embed images, video clips and sound files within the
script. Conditional branch scripting is very easy to set up to take care of
customer objections. We should also point out that if a user changes the
script, it doesn't require downtime ' the agents will receive the new script
and begin using it on the very next call.
DynaCall
DynaCall is a unique, dynamic call list management system within StrataDial.
Every call center manager has experienced a time when he or she has burned
through an entire call list and is looking for records to give agents to
call. Well, DynaCall has the ability to merge and extract phone records
based on user-definable criteria, allowing the call center manager to easily
and quickly manipulate phone campaigns. Users can set up the workflow in
advance to call specific times, as well as recycle telephone numbers to be
called at times when prospects are more likely to be available to answer the
phone. It also features a self-maintained do-not-call file to ensure those
numbers will not be dialed again, user-defined call disposition codes and
more.
One other worthy feature of note is that StrataDial claims to support the
FTC's compliance regulations. They state that by that by simply checking the
'FTC compliance' checkbox in the options screen, users will be FTC-compliant
and avoid government fines.
Another important module within StrataDial is StrataQA, which allows
supervisors to record, evaluate and analyze agent interactions to ensure
quality performance. From the StrataQA desktop application, a supervisor can
select any number of agents to view in real-time. Using advanced screen
refresh techniques, which capture only the changed areas of the screen, the
utilization of network resources can be minimized. StrataQA can also be
configured to record essential customer interactions based on user-defined
business rules. Manual recording of the voice as well as the screen activity
is also available. In addition, supervisors can create agent scorecards for
scoring the agents' performance.
Other nifty features include VoIP support, database independence with ODBC
compatibility and multilingual support. In fact, this last feature is pretty
impressive. StrataDial.VC2 has the unique ability to translate all of its
product suite's interfaces into virtually any language in the world. Rather
than relying on Unicode for character/language translation, Stratasoft has
gone to great lengths to ensure that its product can work in a multilingual
or multinational organization. A translation table is provided for the user
to create an agent interface that translates the contents of the Agent
Screen so agents can view their campaign screens, scripts and call control
buttons in their native language.
Reporting Tools
Powerful reporting capabilities include productivity reports, telemarketing
sales journals, sales analysis reports and third-party reporting packages.
One of the most useful real-time reporting modules is the Agent Statistics
screen (see Figure 2), which displays pertinent agent statistics. The online
reports include pertinent information about the campaigns running, telephone
line status and agent information including total calls, average talk time,
break time, number of pitches, number of sales and percentage of closes and
actual sales, all of which can be exported for analysis in another program.
Application Programming Interface
StrataDial.VC2 has an application programming interface (API), which allows
any third-party developer or third-party application to easily and
seamlessly connect to the dialer. Customers and application developers can
use StrataDial.VC2's ActiveX, OCX and COM objects to essentially control the
StrataDial.VC2 engine via a third-party application. A terminal emulator may
also be imbedded into the agent screen, capable of utilizing DDE (dynamic
data exchange) to a legacy application.
Conclusion
It's a Windows-based PC-PBX, call recorder, quality assurance package with
loads of call center functionality all rolled into a single platform. What
more could you ask for? TMC Labs was very impressed with StrataDial's
breadth of features, powerful graphical designer screen utility and user
friendliness, and we would not hesitate to recommend this product.
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