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Blended Dialer

Our predictive dialer’s goals bring the best performance for Tele-Sale, Tele-Prospection, debt collection or telemarketing campaigns. The predictive dialer integrates a call recorder, a scripting tool, a native CTI and an IVR.
The predictive dialer manages time zones and quotas, integrates a "Do Not Call List", a powerful outbound campaigns and call blending management. The predictive dialer detects answering machines and leaves automatic messages on voice mails. It manages outbound calls recording, and pre recorded end of call message playing. The predictive dialer VOIP offers a range of tools for automatic call files recycling, automatic SMS, fax, emails sending ... These functionalities complete the efficiency of the predictive dialer. The real time supervision of your call files and calls, listen of outbound calls set in the predictive dialer will be an invaluable asset. Predictive dialer integrates with other our customer management system. Our predictive dialer will allow you, for each campaign to set one of the 5 dialing modes that are at your disposal, matching with your objective. The predictive dialer manages every campaign is independently from the others, and you can thus define every criteria to adapt it to your target. Speed of the dialing, number of rings, Number of call attempts, associated script, opening hours, call schedule depending of time zone or other criteria segments.

Real Time Lead Routing

1. Round Robin (Push) – Round Robin lead delivery method allows you to evenly spread out your leads based on your business requirements.
2. Weighted Distribution (Push) – Enables business to establish a weight for leads to distribute to sales agent. Some business will apply a metrics based on past originations and unique talk time to establish the weight for distribution.
3. Lead Depot (Pull) – Leads are put into the lead depot where sales agents can claim a lead.
4. Lead Re-route (Pull) – Leads are pulled from sales agents based on business rules established by company.
5. Blended Routing (Push & Pull) – Enables business to push and pull leads based on performance and/or type.
6. Branch Distribution (Push & Pull) – Enables businesses to use both push and pull features and route leads across to the main branch and across branches down to the individual user.
   

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Dynamic Workflow

Business now can define their own workflow with our dynamic architecture that enables companies to have custom staging and set their own statuses, dispositions, reminders and triggers. Status can even be color coded for additional visibility.
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Dynamic Toggling Application

Maximize your leads but empowering your agents to cross sell products with CTOS dynamic toggling application (DTG). DTG allows business to maintain the highest levels of data integrity and allows business to push a prospect from industry to industry. CTOS even supports multiple platforms all simultaneously. Business’ now can have multiple different modes of operations with different business workflow for each industry all within one single application.
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Pre-Qualification Engine & Qualifying Engine

Business can use the dynamic rules based engine feature to create both a front end sales pre-qualifying engine as well as a backend qualifying engine to help streamline their workflow process. These rules can be created based on specific business requirements and needs.
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The Dashboard

The Dashboard refers to presentation of data textually (including simple text, tables) or graphically (graphs, charts, diagrams, flows) which have been collected from various sources, especially customers. Reporting is an integral component of any customer interaction management system for tracking and monitoring data (real-time and historical), defining process efficiency metrics, and reviewing organizational performance at every level.

Raw and unstructured data collected laboriously via various sources is not helpful in making informed decisions. However, once organized and presented meaningfully on timely basis, it is an important asset for any organization. You can analyze marketing results across campaigns and lead-to-opportunity conversion, plan your marketing strategies, and monitor your distributed or centralized workforce. A reporting solution will interface with some type of CMS (customer interaction management) tool, and perhaps an outbound or inbound solution. It is very important that your reporting solution is tightly integrated with all such components for seamless functioning.

CTOS’ reporting solution is ideal for organizations that deal with large volumes of data exchange continuously. It organizes and presents data, concise and detailed, with the help of more than 200 customizable reports. Pre-integration with predictive dialer, ACD, IVR and Voice Broadcasting allows you to create component specific reports in a single-unified interface with drag-and-drop facility. Whether you have a centralized or distributed workforce, you can view real-time as well as historical data. You can also export your reports to CSV (Comma Separated), or XLS (Excel) formats for readability, or view statistical data in graphical form. Filters allow you to define your search parameters and gain quick access to relevant information.

Our user-friendly CMS is tightly integrated with reporting module, thereby enabling quick retrieval and update of information on stored in the database. Automatic archiving stores reports not viewed for a long time to an external device such as a CD, tape, NAS, SAN or external hard disk, thereby ensuring optimal storage usage. You can also define automatic E-mail templates with relevant content to be sent routinely to leads, customers, quality analysts, managers and supervisors. DACX-Managers Strong security features ensure that only the management, supervisors or analysts have access to highly confidential or sensitive information that might be used unethically by unauthorized personnel.
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Lead Management

A lead management system that gives call center agents everything they need to turn prospects into sales. Upon logging in, agents will see a dashboard that shows critical data points such as month-to-date sales numbers, prospect contacts, daily tasks, and appointments. One click from there shows the agent’s new leads for the day as well as a pipeline summary. New leads are easily entered from the lead screen and agents can access their pipeline with quick search and advanced search functions. Follow up appointments and tasks can be scheduled within the lead screen, with alarm pop-ups and e-mail reminders to ensure the agent contacts the prospect at the time specified. CMS has all the robust features that you would expect from a contact management system, but it also offers much more.
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Tracking and Reporting

With the amount of data that flows in and out of your organization, it is vitally important that you’re managing with reports. Accurate numbers and automated tracking ensures that the entire organization is looking at the right metrics. CMS’ click-to-call feature not only creates efficiency for the agent, but it automates tracking. CMS tracks each outbound call that is made on a prospect and measures call time for that lead. At the end of the day, managers can see how many outbound calls were made as well as the talk time of each agent to ensure optimum productivity is reached. There are many built-in reports that help you measure the success of each agent and the overall team. Each call and outbound e-mail is tracked and recorded in the activity log to ensure your agent is up to speed on each prospect.
Another unique feature of CMS is the ability to view e-mail open rates. When a prospect receives and opens an e-mail, the agent receives a notice letting him know that his prospect is currently online and is reviewing the e-mail.
This is a great opportunity for the agent to click-to-call the prospect and engages him while he is reading the e-mail. Additional standard reports are available including lead conversion, contact rates, pipeline, campaign success, and sales revenue reports. If you need customized reports, our technology team can assist you with your needs.
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Management Tools w/Real-Time Bi-directional Data Exchange

Real-Time reporting with real time bi-directional data exchange between your sales force and your operations enables you to drill down into detailed data with one click. Whether you need to run a company pipeline report, view how a specific sales team or sales agent is doing, or drill down to identity the bottleneck in your operations, CTOS enables business to make decisions with the highest level of data integrity. Management can also create tasks for different users in different departments.
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Priority Work Queues

Define the parameters for the work queue then create the work queue. Now you can control what your workforce is working on based on your business needs. Whether it is your sales agents or your operations, business can now determine what their people work on but limited their access to the rest of their pipeline until their task in their priority work queue is completed.
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Accounting / Merchant Services / ACH

CTOS makes taking partial payments or full payments simple by tracking all facets of your business in real-time with visual display when outstanding balances are still due. Track partial payments, schedule payments, and have it auto index and time stamp to your clients file with the use of CTOS accounting feature. A friendly color coded reminder tells each user who maybe working in the file whether or not the client has an outstanding balance with their company. 
In addition, ACH draft capabilities are fully integrated within our system as a standalone module eliminating the need for third party vendors and third party fees. Payments are processed, tracked, and accounted for all in real time and all within one system. All payment information is appended to your client’s file.

Third Party Merchant Services can also be easily integrated with our system to allow business to have one centralize database for accounting.
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Virtual Storage

A virtual file system allows your business to go paperless. CTOS enables business to transfer data and documents on demand from your branch to your central office or from one department to another securely with 256 bit encryption without the hassle of mail or faxing or the security issues associated with e-mailing sensitive documentation. Reduce your operational overhead and increase your storage space with unlimited storage space that stores your entire client’s information in one place securely.
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Activity Notes
All activity notes are auto indexed and attached to each file regardless of whether it is email, phone, external or internal communication. Triggers can also be set for auto email responses based on certain activities.
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Private Label

Customize our solution that reflects your own brand identity.
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