TouchStar Software

TelStar Hosted Services TouchStar Software

TouchStar software offers:

True inbound and outbound call blending
Superior intelligent predictive dialing, power, preview and manual dialing, automatic call distribution
Full monitoring, coaching, barging, internal voice messaging, and recording capabilities
Customizable scripting
Automatic screen pop with caller data and record fetching by campaign
Eliminate answering machines, busy signals and wrong numbers with alternative number dialing
Automated voice messaging, voicemail and IVR menus
List management
Customizable reporting
Remote agent and virtual call center capability
VoIP, TDM, and PSTN options
Interactive Voice Response (IVR) pre-recorded message blasting
Easy to learn and use

Call Center Features

Outbound, Inbound and Blended Call Center Software
TouchStar allows contact centers to run outbound, inbound or blended inbound and outbound calling campaigns, prioritizing inbound calls to reduce hold times and dropped calls. Campaigns use screen pops with customer information and a “Click to Call Back” feature on your website, for immediate response.

Predictive Dialing, Power or Autodialing, Preview and Manual Dialing Options
Outbound campaigns offer several dialing options including Predictive, Power and Preview dialing. TouchStar’s proven predictive dialing algorithm settings are controlled by campaign.

VoIP and Analog Telecommunication Options
TouchStar telecommunications platform is capable of traditional and VoIP line and agent connections. With VoIP agent connections it is easy to implement remote agents and create a virtual call center.

Multiple Automatic Call Distribution (ACD) and Interactive Voice Response (IVR) Features
TouchStar has created a robust library of ACD and IVR features, including skills based routing and self-service, and IVR voice messaging software that allows real-time modifications.

Compliance Management
TouchStar offers Time Zone management, Do Not Call Lists scrubbing, Caller ID Settings, and more to help with compliance.

Quality Assurance
TouchStar includes tools such as Call Monitoring, Coaching, Barging, Conferencing, Recording and Scripting. We also include the ability to capture completed call monitoring scores to simplify agent training and management.

Reporting
TouchStar includes over 100 canned call center reports, and also allows you to run real time or historical customized reports to meet your needs. All reports can be exported to multiple file types and can be scheduled for automatic delivery via email. Real time data is viewable in the Supervisor application.

Recording
With TouchStar call center software, recordings can be initiated by the agent, supervisor or set automatically as a campaign setting. We also included a utility to easily search, manage and archive the recordings.

Scripting
TouchStar offers eScripting with branching and logic.

Call Center Modules

Administrator call center software includes utilities to initiate and manage the system.
• Create Campaigns
• Create and Modify Call Lists
• Create and Modify Agents, Skills, and Permissions
• Recording Search
• Data Import, Export, and Batch Reports
• Compliance Requirements
• Outbound Dialing Settings
• Quotas and Goals

Supervisor contact center software provides real time data to make informed decisions while projects are running.
• Run Multiple Inbound, Outbound or Blended Campaigns
• Queue Management
• List Performance and Penetration
• Agent Performance
• Real-time statistics and graphical reports
• Visual Supervisor

Agent call center software includes easy to use tools that minimize training time and ensure consistency.
• Connect Calls with an Immediate Screen Pop of Customer Data
• Pop any Web Based Application Within the Agent Window
• End and Log calls with Customizable Result Descriptions
• Scripts Enable Entering, Viewing, or Editing Data
• Scripting with Branching and Logic
• Instant Messaging with Agents and Managers
• Transfer and Conference Calls
• Monitoring and Coaching
• Recording

IVR Maker call center software is a graphical interface for building IVR routines.
• Database Lookup
• Queue Routing
• Skills Based Routing
• Text to Speech Option
• Voice Messaging
• Customer Self Service

Interfaces

Salesforce.com
Combine TelStar Hosted’s TouchStar predictive dialer and call center software with Salesforce.com to enable a fully featured, unified communications platform for inbound, outbound and blended call center communications.

Automatic Call Logging – Accelerate your productivity with automatic call logging
Click to Call – Agents can place calls directly within individual contact or account records by simply clicking any phone number
Screen Pop – Improve workflow and productivity with a customized screen pop
Transfer / Conference / Hold – Agents can control the call within the softphone panel
Call Recording – Digital call recordings can be initiated by the agent, supervisor or set automatically. Use the included utility to search, manage and archive recordings.
Call Results – Choose from a list of call result codes at the end of the call

TelStar Hosted’s Touchstar Software also interfaces with the following call center software products: