AMDial Series III

The Details:

Various Ways Telephone Calls Are Answered

If a call is busy or there is no answer after a specified time required by law, our Predictive Dialer will hang up and dial another number. Busy signals and no answers are automatically redialed later, as many times as you designate.

Calls Connected To Agents

When a call is connected to an agent, each agent is alerted by his or her pre-determined personal choices of a beep in the agent's ear, a flash on the agent's screen, a beep on the agent's computer, and/or a large size pop-up on the agent's screen with the name and phone number. The agent's computer screen also instantly pops up with all of the information available about the person who has been called. The agent can then greet the person, recite a script from the screen, add, change, or delete information about that person, classify the results of the call, conference the call with someone else, transfer the call, or schedule a call-back. The agent can also click on a "Do Not Call" button if that person does not want to be called again.

If you have chosen to have your agents connected to answering machines, voice mail, or automated attendants (as well as to live answers), your agent can listen to the greeting, press touchtone keys as needed, and then leave a message or speak to the person who answers live.

Speed of Connectivity to Agents

When you have the system set to connect both live answers and answering devices to your agents, the speed of the connectivity is instantaneous because the system does not have to wait to "listen" and determine whether an answering device has answered. If you have the system set to connect only live answers to your agents, then it must "listen" to determine how the call has been answered. On live answers, there will thus be a delay of about 1 second from the end of their "Hello" to the time the call is connected to the agent. At that time, the agent will be alerted by his or her personal selection of methods as described above.

When No Agents Are Available

As the operator of the Predictive Dialer system, you will have the ability to choose what happens when all agents are talking to someone:
1)You can have the system stop dialing completely until an agent becomes available. Dialing will automatically begin again as soon as an agent becomes available
...or...
2)If you have chosen to have the system stop dialing when there are no agents available, each agent can anticipate finishing a call and click a button to tell the system to begin dialing again prior to his or her actually completing that call.
...or...
3)You can let our sophisticated system "predict" when agents will be available and dial accordingly. Predictions use an algorithm based on the average length of wait time for an available agent for each "campaign". The more experience our Predictive Dialer gets with each of your campaigns, the more accurate it becomes predicting when to dial. Note: There will be cases where the system "predicts" that one or more agents will be available at a certain time, and begins dialing, yet no agents do actually become available when a call is answered by someone. In those cases, laws may require the system to leave a pre-recorded message to anyone that answers. Laws vary from state to state or country to country; therefore, the system can be tailored to suit your needs and/or legal requirements.

No Answers & Abandoned Calls

Our system is capable of full compliance with US Federal Laws which prohibit telemarketers from abandoning any outbound telephone calls, and provides, in a safe harbor provision, that to avoid liability under this provision, a telemarketer must: 1) abandon no more than three percent of all calls answered by a person, 2) allow the telephone to ring for at least fifteen seconds or four rings, 3) whenever a sales representative is unavailable within two seconds of a person’s answering the call, a recorded message (without a sales pitch) should be played stating the name and telephone number of the seller on whose behalf the call was placed, and 4) maintain records documenting compliance. Note: Legal requirements may change from time to time and may vary from state to state.

Agent Scripts

Each calling campaign can have its own set of scripts for agents to read on the computer’s screen while talking to people. The supervisor can update the scripts at any time, and they automatically are updated for each agent. The scripts can be "smart", which means that agents can click on different scripts, depending on the responses of the person who has been called.

Agent Call Recording (Logging)

Conversations may be recorded with the click of a mouse by the agent. Conversations are recorded (logged) on the server computer's hard drive. Saved conversations are easy to find because they are labeled with the agent ID, telephone number called, date, and time.

Agents Using Pre-recorded Messages

When agents are speaking with a live person or if they get an answering machine, they can click on a button on their screen to play any one of your pre-recorded messages. This allows the person to hear a message exactly as you want it or it allows it to be played in a certain person’s voice (example: a politician or celebrity).

Conferencing Calls by Agents

While speaking with someone, agents can conference in a third party (such as a supervisor) on-site.

Transferring Calls by Agents

The agent can also transfer a call (and then drop out of the call) to anyone anywhere on-site or off-site. To perform on-site transfers, you will need a PBX or your telephone lines will need either the "3-way calling" or "call transfer disconnect" feature from your telephone company. To perform off-site call transfers, your telephone lines will need either the "3-way calling" or "call transfer disconnect" feature from your telephone company.

Scheduling Call Backs by Agents

If the person called wants to be called again at some future time, the agent can easily set up an automatic reminder. When the agent clicks on the desired call back date and time on a calendar, that person’s phone number will automatically be set to pop up when it’s time to call that person.

Supervisor-Agent Communications

Supervisors and agents can communicate with each other as follows:

1)Supervisors can type a "log in message" that will appear on each agent's screen when he or she logs in for a calling session.

2)Agents can click an "I Need Help!" button on their screen. A popup will appear on the supervisor's screen. The supervisor can then go into one of the modes as described below:

Supervisor Coaching of Agents (Whisper Coaching)

A supervisor can listen to a conversation, then "coach" the agent without the person who was called hearing the supervisor.

Supervisor Silent Monitoring (Observing)

A supervisor can listen to any agent's conversation with or without the agent's knowledge.

Join (or Barge In) Calls by Supervisors

A supervisor can join in the conversation of the agent and the person he or she is talking with.

Secret Call Recording by Supervisors

The supervisor can record agents' calls silently and without the knowledge of either the agents or the called parties.

Call Reporting

The results of each call are logged for your records. The system marks telephone numbers that are busy, unanswered, hang-ups, operator intercepts (SIT tones), answering machines, and faxes.

A wide variety of informational reports can be easily created using our report builder. In addition, the status of the system and each agent is available to the supervisor in real time.

Campaign Preparation

The System screen allows the supervisor to prepare for dialing campaigns with the following functions:
* Set a timer to begin and end calling

* Set the number of no answer and busy dialing attempts

* What to do when no agents are available

* Record various types of messages and greetings

* Edit agent scripts, which are automatically updated on each agent's screen

* Set up "pre-dial" numbers if needed to dial prior to dialing each telephone number

* Set up "post-dial" numbers if needed to dial after dialing each telephone number

Lines & Agents & Telephone Lines

Ratio of Agents to Lines: The ratio of the number of agents to the number of telephone lines dialing is flexible, depending upon your needs. For example: 1:3 - one agent with three lines dialing or three agents with nine lines dialing. The ratio may be from 1:1, 1:2, 1:3 or higher. Note: If you only need a 1:1 ratio for each agent, you may want to purchase our less expensive "Speedy Dialer with Cheetah Software".

Automatic Adjustment for Number of Agents: The system automatically adjusts itself as agents come in and out of the system. There is no need to manually "throttle" the Predictive Dialer.

Telephone Lines Not Needed for Agents: If agents are on-site, you only pay your telephone company for the actual number of lines that dial. This is because it is not necessary to have a telephone line for each agent. Our voice boards have a built-in "station" for each agent, thus you save money each month with a reduced number of telephone lines.

PBX Not Required: With our Predictive Dialer, you can save money because a PBX telephone system is NOT required. You only need a telephone/headset (see details in this brochure).

Telephone Service: You may use standard business or residential analog telephone lines, as well as T1-PRI digital lines (24 lines, but only 23 lines are actually used). Note: VoIP (Voice Over Internet Protocol) services, such as Vonage, using broadband internet connections, often do not work well with predictive dialing. This is due to the quality and speed of the service, band width fluctuations, amount of activity on the VoIP service, number of lines, etc. In addition, most VoIP companies have restrictions against the use of auto dialers, predictive dialers, and fax broadcasting.

Telephone Numbers To Dial

The system will allow you to import lists of telephone numbers with names and other data, or you may enter that information directly. The system allows many different lists of phone numbers to reside within the system at the same time. Just click on the list you want to call.

Strip & De-duplicate Telephone Numbers

Lists of telephone numbers often contain punctuation (commas, brackets, etc.) as well as duplicate numbers. To prepare a list for dialing, just click your mouse and the telephone numbers will be stripped of all punctuation and "de-duplicated", so that you will not call the same telephone number more than once.

DNC (Do Not Call)

If someone asks to be put on your "Do Not Call List", the agent simply clicks on the "Do Not Call" button and that telephone number is put in the private "In House" Do Not Call list. In addition, you can have State and Federal Do Not Call Lists, by importing them into the system.

Do Not Call Scrubbing

If required by law, the lists of telephone numbers you are calling will need to be "scrubbed" against State and/or Federal Do Not Call lists periodically (monthly, in most cases). Our software enables you to maintain and "scrub" State, Federal, and In-House Do Not Call lists. Our "Do Not Call Scrubber" software is extremely efficient and fast. For example: Loading the California Do Not Call list of about 14 million numbers will only take your computer approximately 2 minutes.

We use new PIKA - the Fastest and Best Quality Voice Boards available