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ENHANCEMENTS
TO THE DIALER PLATFORM
Updated March
3rd, 2006
Quantrax's
investment in the development of I-Tel will be significant. Investing
in the research and development is something Quantrax has always
taken great pride in doing over the years, and with a complex system
such as a dialer, it is very important to make sure that new technology
and new functional requirements are incorporated into the product.
Today, I-Tel is a stable, flexible product that offers all the different
forms of outbound dialing, inbound call management and call recording.
It is also fully integrated with Intelec and does not
require downloads of calling lists or uploads of dialer activity
to to Intelec. As we add functionality to Intelec, there will be
corresponding changes to I-Tel in the area of the dialer product
and its integration with Intelec.
Following is a list of some of the the enhancements that are presently
being developed. Along with the item, we have projected the anticipated
version and time frame in which the change will be available. Note
that these dates are subject to change.
For
delivery in 2006 and later
Call Handling
Enhancements - The
I-Tel dialer telephony support will be enhanced to include support
for “whisper” mode, local and remote monitoring of calls, call conferencing,
call transfer, and call takeover. Support will also be added to
allow agents to place calls on hold and retrieve them from hold.
Call Blending
- Currently,
the I-Tel dialer supports four distinct dialing modes: Preview,
Power, Progressive, and Predictive. Support will be added to allow
predictive agents to handle inbound calls with the dialer factoring
the inbound calls into the pacing mechanisms, for optimal productivity
and dialer effectiveness. True "blending" is the concept
of giving inbound calls to agents who are on an outbound campaign,
factoring the activity into the dialer performance management.
Campaign Chains
- The
I-Tel dialer campaign support will be enhanced to allow multiple
campaigns to be “daisy-chained” in meaningful sequences. This will
provide the user with the ability to create automatic campaign "progression"
without the need for management intervention. At the end of one
campaign, another campaign could be initiated and management will
not be required to direct each individual as is the case with many
basic predictive dialing systems.
Campaign Upload
Support -Currently,
the I-Tel dialer requires some configuration information to be provided
to both the iSeries system and the PC system. The I-Tel dialer will
be enhanced to support a single point of configuration activity
for defining new campaigns and campaign changes.
Timed Start/Stop
of Campaigns - Support
will be added to allow campaigns to be started and stopped at predefined
times. Support will also be added for suspending and resuming campaigns.
Along with the functionality of campaign chains, setting up campaigns
and having to inform users of where they should be, could soon be
a thing of the past! Intelec will be able to take a user through
all of the campaigns they need to be in without the need for consultation
with management. Management will be able to set up campaigns and
work plans in advance, reducing the amount of time taken to manage
the dialer and collection staff.
Configurable
Outage Windows/Enhancement of Intelec Nightly Processing - The
I-Tel dialer will be enhanced to support the definition of time
windows when the iSeries will not be available. Correspondingly,
the Intelec nightly processing will be enhanced to recognize when
the dialer is/is not available. This will allow certain types of
dialer operations to continue even when Intelec is not available.
Spoken Phrase
Repertoire - Quantrax
will research the development of a dictionary of common spoken words
and phrases. Multiple speaking styles, accents, and cultural affectations
will be included in the analysis.

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