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As
a result of that philosophy, Tele-Scope features a unique,
agent-centric design that gives you the ability to maximize
results by defining the flow of each call - without calling
in a programmer.
Unlike
other systems, Tele-Scope gives you full access to all of
its capabilities
- no matter how the call originates - when you design the
flow of the call. Whether a call and screen pop are
presented to the agent via outbound power or predictive
dialing or via inbound calling using DNIS (Dialed Number
Identification Service) or ANI (Automatic Number
Identification), Tele-Scope treats the call in the same
fashion.
Tele-Scope
not only presents the call and screen simultaneously to the
agent, it also provides instant access to the contact's
interaction history.
The history can be as simple as the date and time you last
dialed the contact. Or it can be as complex as complete
details on all previous calls, including responses to
questions asked and notes on each call. Tele-Scope can even
predict what the contact will order during this
conversation.
If
a contact calls in response to a specific promotion you're
running, Tele-Scope instantly provides the agent with the
presentation you've created for the promotion.
Or Tele-Scope can simply provide the point-of-sale
order-entry form. You decide what information will be
presented and in what order it will be presented. Based on
the contact's responses to the presentation, Tele-Scope can
intelligently provide information for upselling the product
or service and present additional products and services that
may be of interest. Then, if a product the contact purchases
requires a visit by an outside sales representative,
Tele-Scope can:
° Automatically set a mutually convenient appointment for
the visit
° Send the contact a confirmation fax in real time or print
a confirmation letter
° Fax, page, e-mail or mail the new appointment to the
sales representative along with any information the
representative might need before going on the appointment.
In
other situations, based on the responses given during the
presentation, Tele-Scope can provide information on a
seminar for the agent to present - along with a registration
form. If
the contact registers, Tele-Scope can automatically confirm
by fax or letter. You can even set up Tele-Scope to
automatically schedule a callback to remind the contact of
the seminar and confirm attendance.
If,
during a call, a contact mentions a customer service issue.
Tele-Scope's Service Ticket module gives the agent the
ability to capture the incident, assign it a priority code
and automatically fax, page, call or e-mail the appropriate
service technician.
Tele-Scope can track the incident, updating the contact's
history record each time there is activity. When the issue
is resolved, Tele-Scope can automatically set up a callback
so the agent can inform the contact of the resolution.
Tele-Scope can also automatically fax and/or e-mail a
description of the resolution directly to the contact.
Before
any call is completed, Tele-Scope, as part of its lead
management capabilities, can prompt the agent to ask the
contact for referrals or leads.
Leads gathered can be entered into Tele-Scope and assigned
to the appropriate agent for outbound prospecting.
Tele-Scope can report in real time on every response
indicator collected during calls. You can choose any of the
predesigned Tele-Scope report formats, or you can define
your own report. |
