predictive dialler brochure

Hosted Dialler

Solution

Telephone: 08000588852

Fax: 01792905059

Web: www.BlueTelecoms.com

Hosted cloud dialler

We understand that your contact centre’s operations team require proactive, scalable, end to end

solutions to monitor and manage your customer contact.

You shouldn’t have to change your processes to fit a dialler solution. The dialler that you chose

should be flexible enough to fit into your business and increase productivity from the get go.

Blue Telecoms hosted dialler does just that. It’s a powerful predictive dialler which has been

designed to automate the process of handling large volumes of both inbound and outbound calls,

and to follow the workflow as defined by your business practices.

The dialler uses complex pre-configured algorithms mixed with an array of user defined options to

minimise the time that agents spend when waiting between conversations, and make sure that

customers are dealt with quickly and efficiently.

It also ensures that you comply with Ofcom regulations for telesales and marketing, and also has

the ability to make sure you are TPS, ICO, PhonePayPlus and FSA compliant as well.

Introduction

Multiple data centres

worldwide

Strict criteria for data

centre security and

redundancy

Reliable and fast data

carrier backbones

Underutilised state of

the art network


Blue Telecoms hosted dialler is hosted in multiple next

generation data centres. We use multiple different data

centres and suppliers, which ensures both redundancy and

failover as well as our servers being closer to our

customers. We currently have servers in Manchester UK,

London Docklands UK, Roubaix France, and Houston US.

All our data centres meet a minimum criteria of:

Redundant power feeds

Maximum temperature of 24’C

UPS protected power supply

Automatic diesel backup generator failover

Maintained 230 Volts supply

VESDA smoke detection system

FM200 gas fire suppression system

24 Hour on site security officers

Two factor authentication

10 points of security between front door and servers

100% CCTV coverage

Intruder detection and alarm systems

Our data network is built to provide the reliability and

speed to ensure voice services operate to the highest

standard. Standard data networks are sometimes not

enough to ensure optimal voice quality, and so the

connection between the data centres and our servers must

meet the following criteria:

Maximum of 70% traffic load

Maximum of 36ms ping within EU

Maximum of 100ms ping outside of EU

Multiple carrier backbones

Our data centres

Low start-up costs

Overall cost effective

solution

Boosts agent

productivity

Ensures redundancy

Improves call handling

Allows multiple sites to

be connected as if they

were in the same office


Blue Telecoms hosted dialler uses multiple tools and

features to help your agents talk to as many people as

possible and handle each call productively.

By using a hosted solution, the dialler is scalable to

hundreds, or even thousands of agents without the need to

purchase expensive additional hardware, licences and pay

hefty consulting and support fees to ensure a smooth

upgrade.

You only pay for what you need, when you need it, and

you’re not tied into any long term contracts or left forking

out for a solution which doesn’t suit your business.

Nor do you have to pay expensive line rental fees or wait to

have additional lines put in as you would with older

solutions such as ISDN.

Advanced reports give you instant access to up to the

minute information on the performance of your agents,

campaigns, customers and contact centre as a whole, so

you can improve the small things to get big results.

Because the dialler is internet based, it can be easily used

anywhere you have a stable internet connection, and can

even be configured to connect to landlines or mobiles

where there isn’t a reliable internet connection.

The agent interface is completely web based and the layout

has been designed to ensure it is fast and easy to use, with

a low learning curve.

The management interface is also web based and offers the

ability to configure hundreds of options and settings, view

reports and manage your campaign from an array of

devices anywhere in the world.

Hosted dialler overview

Manual, Progressive or

Predictive dialling

Ofcom and ICO

compliant DNC list

Call back scheduling

Transfers and

conferencing


Dialling methods

Our hosted dialler offers you a choice of manual,

progressive or predictive dialling.

That means you can either chose to let the agent control

when the next call takes place and view the customer

information beforehand, or let the system automatically

start dialling several numbers when the agent is ready to

take a call.

Do not call list

Customers who do not wish to be contacted again can be

added to an instant do not call list that complies with

Ofcom and ICO regulations.

Individual DNC numbers can be applied system wide or to a

certain campaign either at the end of a call by disposition,

manually through the admin interface, or if using voice

broadcast, by pressing a key during the call.

Call back scheduling

Agents can set a date and time that’s best to call back a

customer.

The call back can either be agent specific, group specific or

go to any available agent, meaning the customer will be

contacted by someone who is best suited to deal with

them.

Transfers and conferencing

Agents can transfer and conference calls quickly with just a

few clicks on the agent screen.

This allows calls to easily be transferred to a manager,

another agent, a quality control team or even hot keyed to

another department or company if required.

Call features

Music on Hold

Wide range of call

recording settings

Call dispositions and

handling


Music on hold

You can easily upload music to the dialler to be played

while callers are on hold or in a queue. Different playlists

can be applied to different campaigns or call types.

You can even define a live stream to be played, which could

be a news broadcast or live radio station.

This feature is also great for playing your company promo’s

or important messages to callers while they wait.

Call recordings

The dialler has the ability to record calls according to your

preference. It can be set to automatically record all calls,

record only certain types of calls, record a certain

percentage of calls or to only record calls when the agent

tells it to. Call recordings can also be paused when the

agent is taking sensitive information.

Recordings are then encoded into multiple formats for

instant listening, and can be automatically backed up to

multiple servers.

The dialler also has an intelligent feature built in to delete

calls after a set period of time, recycle space if the server

runs out of space, or to automatically delete recordings

which are of no use to you, such as answering machines.

Call dispositioning

Once the call has ended, the agent is given the option to

choose what happened with that call and to provide any

further notes that could help with future calls.

Call dispositioning allows the dialler to manage data more

efficiently as well provide detailed reports to managers.

Custom dispositions can be setup based on your

companies criteria.

Call features

Custom process

management and

triggers

Call monitoring and

intervention tools

Answer Machine

Detection


Process management

Processes can be setup to trigger either automatically or

manually. These could include an SMS or email being sent

to the customer, or a process being triggered on your

companies CRM.

Dynamic details can be included in the process, so for

example an email could be sent to the customer after a call

if the call was a sale giving the agents details, and filling in

a template with the customer’s details and the product

options they have chosen.

Call monitoring and intervention

Call monitoring allows a supervisor to listen into a call live,

and if required either whisper to the agent or inject

themselves into the call with the agent and customer.

Answer machine detection

The dialler has the ability to detect answer machines, dead

numbers and busy tones automatically and quickly end the

call.

The dialler automatically detects most answer machines

around the world, however for those networks that don’t

follow standard practice of playing a silent tone before the

answer machine kicks in, a recording can be uploaded of a

standard answerphone message for each network that the

dialler will identify.

Call features

Inbound and Outbound

call management

IVR Features

Voicemail

Predictive dial speed


Inbound, outbound and blended

The dialler allows you to setup campaigns for inbound and

outbound calls, as well as blended campaigns that deal

with both.

Individual extensions

The dialler allows you to setup extensions that can be

linked to a hard phone, soft phone or even divert to a

mobile or landline phone.

This means even standard phone calls can be recorded and

allows advanced PBX features.

Interactive voice response (IVR)

Calls can be passed to an IVR on either an inbound or

outbound call.

IVR’s can be configured with interactive multi-layer menu’s,

voice recognition, and the ability to update customer

records or even pass the call to another IVR.

Voicemail boxes

The dialler allows users, groups and extensions to have

voicemail boxes.

Voicemail can be accessed either by dialling an inbox

extension, dialling into the dialler on a specialised number,

through the web interface, or can even be emailed to a

predefined email address as an MP3 or WAV recording.

Predictive dialling speed

You can configure the speed the dialler calls at to ensure

the right amount of calls are coming through, and to

minimise agent wait time.

It can also be configured to automatically choose the speed

based on the current answer success rate and average

agent wrap up time.

Call handling

Advanced campaign

management

Lead recycling

Agent scripts


Data handling

Data can either be uploaded manually in CSV, TXT or XLS

format or it can be automatically imported at set intervals

from a CRM, database or XML feed.

Campaign management

Multiple campaigns can be setup to allow you to manage

different products, teams, departments or have separate

teams for inbound and outbound calls.

Each campaign can have it’s own settings, databases and

phone numbers.

Lead recycling

The system can be setup to recycle leads that you were

unable to contact, or wish to contact again.

Lead recycling can be setup and tweaked to only dial a lead

again if it had a certain status such as answer machine, as

well as defining a minimum amount of time before that

number can be called again to comply with regulations

such as Ofcom’s maximum once per day contact rule.

Scripts

Scripts can be defined on a per campaign basis for the

agent to follow. The script can insert dynamic information

from the customers record as well as link to an external

webpage or CRM, so agents are always poised to handle

the calls effectively and following procedure and best

practice.

Advanced scripts can be setup allowing a flow chart with

options defining the next step in the call.

Campaigns

Real-Time Reporting

Inbound and Outbound

call reports

Agent reports

Time clock reports


The dialler has the ability to produce up to date and

detailed reports for a wide range of features.

Real-Time Reports

You can watch a live report showing call, agent and sales

statistics. See exactly what agents are doing, and how long

they’ve been doing it for, as well as their average call

handling times, sales and total calls taken.

Inbound and Outbound calling reports

Inbound report

Inbound report by DID

Inbound service level report

Inbound daily report

Inbound DID report

Inbound IVR report

Outbound calling report

Outbound summary interval report

Outbound IVR report

Fronter – Closer report

List campaign statuses report

Agent reports

Agent time detail

Agent status detail

Agent performance detail

Team performance detail

Single agent daily report

User group login report

User stats

User time sheet

Time clock reports

User timeclock report

Group timeclock report

Detailed timeclock report

Reports

PCI compliant payment

system

CLI Localisation

Live TPS Checking


PCI Payment system

By adding a PCI compliant payment system to the dialler,

you can ensure that your agents are not exposed to

customers payment information and that your company is

achieving the Payment Card Industry Data Security

Standard.

When the time comes to take payment information, the

agent passes the call to the PCI IVR. The customer then

enters their payment information and the call is then

returned to the agent.

The system is fast and easy to use for both the agent and

the customer.

CLI Localisation

As an Ofcom registered numbering provider, we can

allocate numbers from over 300 area codes in the UK. By

allocating multiple numbers and setting up our CLI

localisation system on your dialler, you can present a

number that is local to the customer you’re calling.

This can either be done by matching an area code or by

matching a localised number against post code data that is

uploaded to the dialler.

CLI localisation is proven to increase answer success rates

compared with dialling from a non-local number or an 08

number that the person being called doesn’t recognise.

Live TPS Checking

Blue Telecoms offers live TPS checking as you dial. This

means that regardless of how old your data is, you will

never accidentally dial a TPS registered number.

It also means that you don’t have to check your lists before

uploading them, and you don’t have to pay a per number

fee. We charge a flat fee which covers unlimited calls.

This allows you to be compliant with Ofcom and ICO

regulations without any additional work.

Add on features

CRM Integration

Database Integration

Custom development

Features development


Due to it’s modular design, almost everything on the dialler

can be customised to suit your workflow and integrate with

existing systems.

The dialler is written using open source solutions and

industry standard code.

Modules and features can be written for the dialler using

standard PHP, HTML, MySQL and Asterisk code, meaning

anyone qualified to use the above standards can develop

for it without having to learn new methods or software.

Of course, if you’d prefer to use someone who is familiar

with the system, or don’t have your own in-house

developers, we offer development of custom features and

software, as well as integration with your existing systems

for a fee.

The dialler has been successfully integrated with the

following systems:

Microsoft Dynamics CRM

Brightoffice CRM

Salesforce

vTiger

SugarCRM

Real Time Claims CRM

ZOHO Office

MySQL Databases

PostgreSQL Databases

MS SQL Databases

Microsoft Active Directory

Systems that use XML, SOAP or HTTP standards for

their API

Cisco Call Manager

Microsoft Sharepoint

Microsoft Exchange

Process Maker

OpenBravo ERP

Development and integration

Access restrictions

User security

Network security

Database security

Call recordings security


Access restrictions

As a standard, all our servers are locked down to only be

accessible to IP addresses that have been authorised. This

means only people trying to access the dialler from one of

your authorised IP addresses or internet connections will be

allowed.

If this isn’t possible, due to you having a dynamic IP

address that changes regularly, or having home workers

who’s IP addresses regularly change, we can setup a VPN

system whereby a secure connection will be made from

either a single device or a network router directly to your

cloud dialler.

The connection will be authenticated based on a secure

username and password, and all traffic to and from the

dialler will be encrypted.

Users

Each user is given defined access rights and privileges on

the dialler based on either group settings or individual

settings.

You can restrict access to every part and feature of the

dialler, as well as set time based restrictions so that users

only have access to the dialler during their working hours.

Network based security

If the network you are using is open or part of a shared

network, we can implement HTTPS to encrypt all

information and traffic sent to and from the dialler.

Database

As a standard, only we will have access to the database

running the dialler. All usernames and passwords held in

the dialler are encrypted to an MD5 hash.

Call recordings

Call recordings are stored in a directory that is not

accessible without a unique key being generated. If further

security is required, these can be stored on an external FTP

server that is only accessible by authorised personnel.

Security

Scalable to any size

Redundancy setup

Backup and failover

options


Depending on the size and requirements of your company,

we can provide multiple solutions to ensure the scalability

and reliability you require. The two often go hand in hand.

Scalability

By clustering multiple servers together, we can create a

scalable system that grows on demand. You can start with

1 server to handle up to 50 agents, and if you decide you

want to expand past that, we can keep adding additional

servers to handle any number of agents.

As you scale up, we’ll also increase the amount of SIP

channels you can use to ensure you can always make the

amount of calls you need.

Redundancy

As with the scalability, when it comes to setting up a

reliable system, we prefer to ensure there is a backup to

everything.

Generally, from a server point of view if you wanted a

mission critical system for a hundred agents, we would

provide a solution like this:

1 Database server hosted in Manchester, UK

2 Call servers hosted in Manchester, UK

1 Database server hosted in Roubaix, France

2 Call servers hosted in Roubaix, France

The above servers would all mirror each other, so in the

event of one of them going down, the system would

automatically fail over to the other.

We would also set up links to more than one of our

interconnect servers for the same reason.

Further reliability can be achieved by adding additional

servers in different data centres, ensuring multiple failover

options in different physical locations and on different

networks.

Telephone numbers can also be set to automatically fail

over to alternative numbers in the event of contingency.

Scalability and redundancy

One of the most

advanced telecoms

networks in the UK

Ofcom licenced

numbering provider

Worldwide connectivity


We operate one of the most advanced telecoms networks in

the UK. By utilising cutting edge technology and

developing new methods of handling calls, we’ve been

able to build a reliable and advanced network that would

have previously taken millions of pounds to establish.

We run a worldwide Voice over IP network with end points

in multiple countries and have the ability to handle over

40,000 simultaneous live calls and process over 500,000

call requests at any given time.

Our network is built to handle high volumes of dialler

traffic, which most networks generally frown upon, restrict

or block completely.

Unlike most VoIP providers, we don’t charge per channel,

we don’t charge a minimum call fee, we don’t charge a

connection fee, and we bill on a per second basis.

Our network is built to be easily expandable, which means

we can add capacity within hours, not weeks or months.

By utilising a clustered cloud based system, we’re able to

ensure the best quality route of any call is always achieved,

with servers in over 5 data centres.

Our interconnect utilises a connection with BT Wholesale’s

IP Exchange, Telefónica’s IP Voice network as well as

multiple backup carrier grade suppliers to that allows calls

to be rerouted to another carrier within nanoseconds in the

event of a primary carrier failing.

We are an Ofcom licenced numbering provider, with

telephone number ranges allocated in 01/02 local

geographical area codea, 03/08 business ranges, 08

freephone ranges as well as premium rate 09 numbers.

We also have agreements with major DDI providers

worldwide to be able to provide international numbers

when required.

If you have an existing number you’d like to keep using

with our service, you can either port the number to our

network, or we can present the CLI on outbound calls after

we have verified proof of ownership.

Our voice network

Initial setup and training

options to suit your

company needs

Remote or onsite

training


At the initial setup stage, we provide three options:

Unmanaged setup

This is where we will setup the dialler for you, test it is

working and then pass it straight on to you to configure and

use. We provide training guides, a manual and training

videos as well as access to a knowledge base.

However we won’t provide you with assistance or training.

The unmanaged setup fee is dependant on the number of

servers you require.

Managed setup

With a managed setup, we’ll configure all the standard

features and aspects of your dialler for you. We’ll also setup

your users, groups, inbound call routing, campaigns and

upload an initial batch of data for you.

We also provide remote training via telephone and Team

Viewer, and provide you with a further 5 hours of support

that can be used within your first month.

The managed setup fee is dependant on the number of

servers you have, with an additional charge of £299 + VAT.

Onsite training

With our onsite training option, we will send a technician to

your office to configure your dialler and spend the day with

you and your staff, making sure you get to grips with the

dialler.

You will also receive unlimited support for your first month.

The onsite training fee is dependant on the number of

servers you have, with an additional charge of £799 + VAT.

Initial setup and training

Multiple support

packages

24 Hour emergency

support

Email, Ticket or

Telephone support


We’re on hand 24 hours a day via email or telephone to

deal with critical issues free of charge.

For general support, we provide several options:

Email and ticket support

£199 per month + VAT

You can send us unlimited emails and tickets via our

support portal. This includes data uploading, and general

changes to your dialler setup.

The SLA on this package is 24 hours.

2 hour block support


Our 2 hour block support includes unlimited email and

ticket support, as well as 2 hours of phone support.

The SLA on phone support is 30 minutes.

5 hour block support


Our 5 hour block support includes unlimited email and

ticket support, as well as 5 hours of phone support.


Per incident

£99 per hour + VAT

Our per incident support fee covers telephone support and

custom changes to your dialler. A minimum charge of one

hour applies, with further charges in increments of 30

minutes.

Virtual Administrator


Our virtual administrator package covers unlimited email

and telephone support, as well as proactive advice and

monitoring of your dialler.


Support

Recommendations:

Softphones:

3CX Softphone for Windows

SipLite Softphone for Windows

Zoiper Softphone for Mac or Linux

VoIP Hardphones:

Cisco SPA-303

Headsets:

Microsoft LX-3000 USB headset for

use with PC and softphone

Plantronics EncorePro Binaural for

use with Cisco SPA-303


Computer requirements

A PC capable of running a web browser will be required for

each agent. We generally advise the following

specifications:

Intel Pentium 4 or higher

1GB of RAM

20GB Hard Drive

Windows XP or higher

Phone requirements

You will require either a VoIP phone and headset or a

softphone client running on the PC along with a headset for

each agent.

Internet requirements

For each agent you have connected to the dialler, you will

require 175kbps of download and upload bandwidth.

You can test your speed by going to speedtest.net, and

dividing your download speed, and upload speed by 0.175

if in Mbps, or 175 if in Kbps.

Generally we recommend the use of a high bandwidth, low

contention internet connection such as the following:

ADSL Annex M

SDSL

Ethernet First Mile (EFM)

Fibre to the Cabinet (FTTC)

Fibre to the Premises (FTTP)

Leased Line

Call quality may suffer when using a standard contention

product such as home or business broadband.

We highly recommend against the use of a 3G connection.

Technical requirements

predictive dialler brochure

Business

dialler solution

hosted dialler overview

hosted solution

powerful predictive

hosted cloud diallerwe

agent interface

eu maximum

standard data networks