Tele-Scope by VisionWare, Inc. - Call Center Software, Customer Relationship Management CRM Software, Sales Force Automation, Contact Center

Tele-Scope's Back-End Modules

These shared-resource tools provide many of the capabilities that make Tele-Scope so flexible, adaptable and effective.

Predictive Dialing Unlike other systems, Tele-Scope gives you the power to access and change predictive dialing routines as your requirements and campaigns change. This module's advanced predictive dialing capabilities complement Tele-Scope's preview and progressive dialing capabilities - and Tele-Scope can provide predictive, preview and progressive dialing simultaneously. In addition, this module easily integrates with Tele-Scope's software-based Automated Call Distribution for blended call management.
Software-Based Automated Call Distribution (ACD) The capabilities of this module illustrate Tele-Scope's unprecedented flexibility. Using it in combination with other modules, you can schedule and manage inbound, outbound and blended projects call by call and agent by agent. You establish the criteria then let Tele-Scope dynamically move agents in and out of queues based on the activity at any given minute. When one of your agents completes a call, Tele-Scope automatically decides whether the agent's next call will be inbound or outbound based on the criteria you set. When the situation changes, you simply change the criteria in real time - without ever taking your agents offline. Because Tele-Scope software directly interfaces with your switch, you never need to access your switch - or pay for the expertise to access it - to make scheduling changes or to move agents from one queue group to another. Switch-based systems require reprogramming for even minor changes. The software-based ACD module offers another enormous advantage - it produces unified reports so you don't have to manually match an ACD report on calls with a separate report on call results to monitor a campaign.
Interactive Voice Response (IVR) System You can use Tele-Scope to automatically handle routine requests for information, after-hours inbound calls, peak loads, and inbound calls from numbers the Automated Call Distributor doesn't recognize. The IVR can direct callers to the Fax System for automated fax-back of specific information such as seminar content outlines and dates, service and support information, technical information, even price sheets and special offers. Not only does the system give you the ability to provide 24-hour-a-day service without adding personnel costs, it can also give you the ability to promptly answer and respond to inbound calls when your agents are all busy on other calls. Tele-Scope also gives you the ability to efficiently serve new callers and callers from outside your normal service area. If the ACD doesn't recognize the calling number, the IVR can ask the caller questions, then direct the call to the appropriate agent based on the caller's responses.
Digital Recording System You can set up the system to record all inbound and outbound calls, calls to or from specific numbers, or to activate when an agent enters information in a specific area of a form. It can prove invaluable for training and quality assurance requirements. And it is essential for meeting certain regulatory mandates.
Faxing Tele-Scope's Faxing System adapts to your business requirements. When the agent enters appropriate information, the Faxing System can fax a shipping order to a remote warehouse, fax a confirmation to a customer or seminar enrollee, fax service requests to field offices, and handle any other requirement for delivering paper-based information to appropriate people. The Faxing module also can work with the Interactive Voice Response module to automate response to frequently asked questions and information requests. When the caller provides specific information - a seminar or product code number for example - the system automatically faxes information to the caller.
Paging Tele-Scope can automatically page people when specific types of information you specify are entered during a call. It can notify the appropriate technician when a service request comes in, outside salespeople when an appointment is made or changed, design engineers when a question about an application or product function comes in. Tele-Scope can take advantage of alphanumeric paging to deliver key information along with the page. You can also link Paging with Tele-Scope's Faxing module to deliver complete information as a follow-up to the page.
Credit Card Verification When a credit card number is entered, Tele-Scope can automatically verify the card number and available credit in the background as your agent continues the call. The agent does nothing more than enter the card number. Tele-Scope notifies the agent if the card is accepted and can be set up to provide special instructions if there is a problem.