Enterprise Contact Center – Powered by TouchStar is a complete hosted contact center solution for outbound,
inbound, and blended communications. Empower your contact center with a world class technology that delivers
robust features, reliability, and scalability. Our clients benefit from the ability to easily integrate other applications and
data sources as you grow and as technology advances. Enterprise Contact Center
– powered by TouchStar provides you with the scalability and reliability you expect
from an enterprise solution with the convenience of a hosted deployment..
Telecommunications
Telecommunications platform capable of traditional and VoIP line and agent connections.
Automatic screen pop with caller data, customized by campaign increasing agent productivity.
Voice and data transferring capabilities to another agent, an ACD queue, or a third party.
Agents can work anywhere; virtual or on-site, expanding your workforce pool exponentially.
Automated Dialing
Predictive Dialing: Increase contact rates by 200% to 400% compared to manual dialing. TouchStar is a
global leader and proven performer in predictive dialing.
Predictive, Power, Preview, and Manual dialing settings are customizable by campaign.
Record fetching is set by campaign with multiple fetch criteria and order options.
Answering machine detection settings by campaign and by alternative number dialing plan.
Automated Outbound Voice Messaging
Voice message broadcasting with options for text-to-speech and database integration.
ACD and IVR
Robust call routing with unlimited flexibility and options.
Queue incoming calls and distribute to first available and qualified agent or team.
Skills based routing with multiple priorities.
Auto attendant with on-hold music or messages by queue
Real time reporting of queue volume, staffing, and call statistics.
Route calls to alternative queues based on call volume.
Agents can be moved to alternative queues real time.
Agents can be assigned priority for different queues.
Automated self service data lookup, data capture, and payment options.
Opt-in to re-route a party connected from an outbound voice message to a prioritized inbound call.
Extensive IVR library of routines that can be easily integrated into your system.
Optional text-to-speech and speech-to-text feature.
Recording
Agent, supervisor, or script initiated. VOX or WAV files with 6k, 8k, or 11k quality settings.
Supervisor utility to easily search for files on multiple parameters.
Maintenance utility to easily manage and archive files.
Campaigns
Unlimited number of simultaneous inbound, outbound and blended campaigns.
IVR inbound redirect and message options to reduce dropped outbound calls.
Campaign settings customizable by campaign to ensure increased productivity.
- Outbound dialing settings and record fetching customizable for each campaign.
- Set ANI per campaign to show any desired phone number on caller ID.
- Scheduled automatic start and stop.
Call Result Codes (CRCs) are custom by campaign and can be set by agents or by supervisors
Inbound Campaigns
Optional Click to Callback from your website for immediate response.
Skills based and intelligent inbound routing
Scripting
Extensive logic and branching capability allowing for comprehensive scripts to improve success.
Data Capture: Scripts gather data via keystroke entry or menu clicks.
Dynamic Scripting: Scripts can be edited real time by the administrator.
Send Data Instantly: HTTP and XML posting, web services, database export, email and fax integration.
Simple Editing: Script editing application is very similar to Microsoft Word.
Optional Applications: Appointment Scheduler and Dealer Locator.
Web applications and services are easily integrated: CRM, mapping, weather, calculations, etc.
Reporting
Real Time: Agent Performance, Campaign Performance, Queues, Lines, Lists, and Goals.
Historical: Over 50 standard reports and a simple graphical interface to create custom reports.
Email scheduled reports automatically with a choice of formats: PDF, Word, Excel, CSV, etc.
Customize views to see only specific campaigns, arrange columns, or hide columns.
Reporting by day, hour, 30 minute, or 15 minute interval.
List Management
List Manger tool to import records including real time modifications.
Dial Builder tool for sorting, selecting, and importing records for outbound campaigns.
Quality Assurance
Enhanced web-based Monitoring application to for training and quality assurance.
Includeing coaching, barging, conferencing, and recording.
Optional Screen Capture with monitoring application.
Includes Scoring Application to quickly score and tally calls.
Compliance Management
Do Not Call (DNC) list double scrubbed upon import and fetch to buffer.
Time Zone Management
Caller ID settings by campaign
Abandoned Call Rate management tools
IVR/ACD Opt-out
Automatic area code calling options
Compliance with Federal, State and Local regulations:
- NIST Compliance
- ISO 17799 Compliance
- GLB Compliance
- HIPAA Compliance
- SOX Compliance
- FDCPA Compliance
- FTC Compliance
- Canadian DNCL
System Diagnostics
Multiple System Hardware, Telecommunication and Campaign Alerts to guarantee notification when the
system is reaching critical limits.
Disaster Recovery Preparedness
Redundant hardware configuration with automated rollover to ensure rapid recovery.
Custom Integration
Software Developers Kit (SDK) available for custom integration using Windows .Net.
Enterprise Consulting Services
Work with experts to seamlessly evolve and expand your telephony solutions to support new applications, services and multi-vendor technologies through planning, design, integration, and performance optimization services.
Enterprise Support – 24 Hours x 365 Days a Year Support
We commit to your success by offering support at all times.
Have direct access to your support team to quickly resolve issues.
Escalation process to ensure issues are resolved quickly.
Agent Tools
Voicemail, Chat with Supervisors or Agents, Scripting linked to email and your other data sources.
Wizards for Simple Use
Data Import, Campaign Creation, Agent Setup, Dial Builder and Custom Reports
Multiple Languages
English, Spanish, and French
Training
Available at your site, at TouchStar, or Internet Based
Interactive educational Webinars
Annual Best Practices User Conference to be held in Vail, Colorado in 2008
Open Architecture
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Software Development Kit and APIs Available
Microsoft SQL Database and ODBC Database Connections
Object Oriented Programming |
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Administrator Application
The administrator application includes utilities for senior managers to manage the contact center system.
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Campaigns
Call Lists
Agent Files, Skills, Permissions, Priorities |
Quotas and Goals
Recording Settings
Do Not Call List and Time Zone Management |
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Supervisor Application
The supervisor application provides real time data and graphical reports to make intelligent decisions.
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Campaign Performance
Agent Performance
List Performance |
ACD Queue Management
View only Relevant Campaigns
Customize or Hide Columns |
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Agent Application with Scripting
Screen Pop with connected party data
Disposition calls and store results
Schedule call backs
Update databases instantly
Transfer, conference, monitor, coach, and record
Instant Messaging with agents or managers
Easily customizable
Reduce training time
Ensure consistency
Reporter Application
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Manage your business with detailed data
Graphical interface for custom reports
Email scheduled reports automatically
Day, hour, 30 minute, or 15 minute intervals
Export to multiple file types |
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IVR Maker Application
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ACD and IVR
Music or Message on Hold
Customer Self Service
Optional Text to Speech
Opt-Out and Opt-In Options
Skills Based Routing and Multiple Priorities
Time Routing Options
Agents in Queue Logic
Calls in Queue Logic |
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Contact a TelStar Representative