DialApplet Commercial Presentation 2014 call center software

2. www.dialapplet.com
0. Index
1. About us
2. What we offer ?
3. Presence and reference.
4. Product's portfolio.
5. Architecture.
6. Contact us.

3. www.dialapplet.com
1. About us
We produce and supply high quality and large variety of software in real
time for Call/Contact Center.
We have all the facilities to control succesfully and easily your Contact
Center.
Start panel of the Contact Center Suite

4. 1. About us
Since 1999, we are making interaction in real time between voice and
data.

5. www.dialapplet.com
1. About us
We are closely working with the Contact Center and software development
industry:
SWERC: We sponsor ACM International Collegiate Programming Contest,
which is a global competition about programming between universities.
Social Media Club: It is a well-regarded organization which is specialized in
researching social communication and the development of social network.
This entity depends on Massachusetts Institute of Technologies (MIT).
OpenContactForum: It is a free access training event, that we organise in
order to show advanced techniques to manage Contact Center platform.
We have already organized 3 editions in Lima, Santiago de Chile and
Bogotá.

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2. What do we offer ?
Our commercial model is very flexible. It is
available in the cloud, hiring or purchasing.
Advanced characteristics with high return.
We are solution's manufacturer, so we can
meet all the needs of your Call Center.
Its an easy and intuitive tool, so your
operational department can work with full
autonomy.
Campaign detail

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2. What do we offer ?
We have a large range of services, that includes:
 Own software factory, especialized in customizing and adapting the
solution according to your requirements.
 Capacity 7x24x365, SLA levels and proactive management.
 DialApplet solution is a turnkey project.
 Official course, with certification choice.
 We have high qualified red of partners in our tool.
 Direct support with factory during office timetable.
DialApplet outbound campaign configuration

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2. What we offer ?
This is an “all in one” solution which
will allow your organization to grow
using different channels : calls, mail, fax,
sms, chat.
DialApplet is a robust solution, with
experience in 3 continents.
The latest dial engine at the market
with 5 different types of configuration:
Predictive, progressive, power auto
dialer, power dialer manual and click to
call. Adapted to the current legislation
of telemarketing.
Activity board of our application

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3. Presence and reference
Main locations where our software is used:
 America: USA, Mexico, Guatemala, Honduras, Costa Rica, Dominician
Republic, Brazil, Colombia, Perú y Chile.
 Europa: Spain, France, Holland, Italy, Portugal and Croatia.
 Africa: Nigeria, Ghana and Morroco.
Reports and Analyze option

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3. Presence and reference
A sample of our customer's client:
 Alston
 Avanzada7
 Bpo Consulting
 Byg
 Bymovil
 CAC Abogados
 Cobranzas Beta
 Codisa
 ESA
 Groupon
 GFK
 Lead4sales
 Instituto DYM
 Iccom
 Ipcom network
 Navarro Asociados
 Nexian
 Oriola Abogador
 PalaPizza
 RandStad
 Servicios de call center
 Seguros Beta
 Teatro Real
 Tiendas Conexión
 Tu voz
 Unimaq

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3. Presence and reference
Rafael Marañón (System Design - MIT, EE.UU):
" The evolution that is having to Dialapplet is impressive, striking the way in
which has been adapted to the new needs of the Call Center ".
César Otero (Director IT – Tiendas Conexión, España):
" Help me to manage daily more than 400 positions, thanks to its
flexibility we can adapt quickly to requests from my clients”.
Juanjo Pla (CEO - Call Center Tu Voz, Spain):
" Thanks to the technology of DialApplet can I eligible for projects that
were previously reserved to large platforms ".

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3. Presence and reference
Rudi Damveld (Senior Adviser - KPN/Getronics, Holland):
“Undoubtedly it is the Call Center market´s more profitable software, it
impressed me its methods of work at its facilities”.
Alex Kunle (CTO - VOGO Technologies, Nigeria):
“Install Call Centers in a region such as Africa becomes an adventure.
DialApplet support has always been exceptional, always adapt to the
problems of the region”.
Gustavo P. Mazzeo ( CEO ITS, Argentina):
“We had the best factory bracket that can give us a Call Center
software, the willingness of its team has played a key role for the success of
the project of a platform of 200 positions”.

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3. Presence and reference
José Luis Julvez (Consejero delegado Leads4Sales, Spain):
“With the help of DialApplet we are able to meet 98% of incoming calls,
as well as receive calls through the C2C in less than 3 seconds”.
Luis Pedro Wer Asturias (ICT CEO/Codisa, Guatemala):
“In our 35 year history we have been characterized by implementing
technology that allows to increase the satisfaction of our customers and
automate processes. DialApplet has met our expectations of
improvement in our contact center”.
Vicente Cervera (Director / CAC Abogados, Colombia):
“Thanks to DialApplet we managed to automate all processes of
recoveries, a key part has been the speed with which we have
managed to automatically update the database of our clients”.

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4. Portfolio products
Our innovative solution allows your
Contact Center to optimize your costs,
to improve the processes eficiently,
and above all to improve customer's
services:
Our product's range is divided into two:
Aided management by operator of the
company.
Integral authorized management at
autoattended part of the Contact
Center.
Operator queue monitoring panel

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4. Portfolio products
Basis Solution Structure:
 Call Center Suite
 Call Center Inbound
 Sistema de Grabación (DSR)
Extra Module:
 ACD – IVR
 ShowFlow
 ShowFlow + Mail + SMS + Social Media + FAX
 Auditor
 Dealer
 Billing
 Adviser
 Video Recording
 Webservice
 Proactivity
Canales complementarios:
 Mail
 Chat
 Fax
 SMS
 SocialMedia
The products range of aided
management are divided into:

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4. Portfolio solutions
Aided management solutions:

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4. Portfolio products

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4. Call Center Suite – Basis Structure
A full solution to manage incoming, outgoing and blending campaigns:
5 different types of dialers, our effective predictive dialing is included.
Monitoring of call's flow and agent's status in real time.
Innovation of third parts: Web, executable, socket, or webservice with the call's
information.
Chat between agents and supervisor.
Notifications of events to users.
Black list or Robinson (DNCL).
Predictive dialer panel

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4. Call Center Suite – Basis Structure
Recordings on demand or by percentage.
Configuration of reports and dashboards.
Unlimited system management's users.
Clone campaign.
All the usefulness of a basis structure of Inbound Call Center.
Scheduled or rescheduled calls panel

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4. Call Center Inbound – Basis Structure
A full solution to manage inbound campaigns:
Multi-users and Multi-campaign.
Skills.
Identification and warning by screen popup of the service and
customer.
Posibility to capture variables provided by IVR or voice recognizer.
Information in real time of all the agent's status included in the
campaign.
Monitor in real time the states of the call's queues .
Capture calls by drag & drop.
In just one click transfer attended and direct calls.
Innovation of third parts: Web, executable, socket, or webservice
with the call's information.

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4. DSR Recording – Basis Structure
A simple product to manage the agent's log-in in queues, recordings and
statistics of calls and agents.
We can meet your needs thanks our licensing by concurrent channels and
usefulness.
Available products:
Recording + calls' statistics.
Recording + calls' statistics + user's loggin.
Recording + calls' statistics + user's loggin + Desktop's recording.
Recording panel

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4. ACD y IVR Transaccional – Additional
ACD and IVR:
 Creation of inbound routes, welcome's message, queues.
Vip's number, black list, voice mail, schedule's conditions.
 Usefulness and simplicity in your daily ACD management.
ACD and IVR Transaccional:
 Conection with webservice, which is completely configurable
by web.
 Automate call center's repetitive process and guarantee the
same level of service 7x24x365.
 Optional: easy integration with TTS and ASR tools.
A complete tool to manage from a web interface to all the interactions of
ACD and IVR.

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4. ShowFlow (Scripting) – Additional
Call's final and tipology management.
Option to add the calls to an agenda to set the date and schedule for
future automative recalls.
Competence to configure until 6 different types of answers.
Different alternatives depending on the possible answer.
Listen and watch the answers of the showflow and the recordings.
Agenda of client attraction. With overlapping control.
Capacity to make changes in real tiem.
Completely configurable in web interface by no technician personal.
This is a new way of creation and modification of scriptng, based on the user's
autonomy and the speed to put it into production. We´ve called it Showflow.

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4. ShowFlow (Scripting) – Additional
Up to 30 datum per contact, can be updated and controlled in real time.
Black list management. (DNCL)
Clone showflow.
Opening and ending configuration.
Showflow detail

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4. ShowFlow (Multichannel) – Additional
Our showflow allows you to contact with your customer by: Mail, SMS,
Social Media or FAX.
Perfect integration with our
Showflow.
Preconfigured templates.
Allows you to select the sender of
the sending.
Groups creation.
Possibility to configure automatic
and manual sendings.
Optional and independent
channels.
Email sendings

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4. Auditor – Aditional
Recordings on demand, whispering
and spying.
Full control of call center queues.
Click to call from the panel’s
extension.
Monitoring's panel of predictive
outbound calls.
Autonomy of the user to configure
the aplication's panel.
A real time tool to easily supervise the agents:
Operator queue monitoring panel

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4. Dealer – Additional
Two types of management: on-line and off-line.
Keeps the historical of paperwork management.
Click to call since index card.
Possibility to configure specific contact's information .
Capacity to manage complaint, easy and intuitive search panel.
Unified management of the backoffice's tasks.
Contact data configuration

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4. Rater – Additional
Management from service of all the telephone, email, sms and operator
cost's.
In outbound calls, allows you to differ between establishment's costs and
type's costs.
Detail of circuit, operator, and call's type costs.
Allows you to recalculate costs in real time.
Different costs are allocated to every type of operator (Level of operator)
Allows you to manage your telephone cost's in real time.
Detail of outbound cost creation

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4. Video recording – Additional
Records the contents of the agent's screen durign the call.
Fixed and by percentage recordings.
Automatic blending of recorded videos and the agent's conversation.
Quick and intuitive search with call's information.
Installation of additional software is not needed.
Agent's screen recording:
Search panel of video recordings

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4. Adviser – Additional
Queued calls displayed.
Agents and extensions control.
Graph of the consumption of inbound
and outbound calls.
Control the servicice's or campaign's
states.
Ocupancy of the available trunks,
separated by types of calls.
Configuration and display of service's
indicators.
Designed for traditional screen or
high technologie HD.
Screen monitoring software and Call Center control software.
Application window

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4. Proactivity– Additional
Quality service's level control.
Notification in breach situtation.
Easy and intuitive configuration.
Possibility to schedule programming at
unexpected situations.
System control 7x24x365.
Adds the ability to anticipate and
detect the sympton before the arrival
of the problem.
Integral device of the most important parameter of the Call Center. With this
system, we can handle efficiently Service Level Agreement and we can meet
your production needs.
Configuration screen

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4. Mail – Optional channels
Automatize the email's reception:
Only one queue of agent's distribution and connected with the rest of the
channels.
Two types of running: off-line or on-line.
Every campaign is allocated in a POP3 account.
Automatic answer at receiving and openning email.
Part of campaign configuration panel

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4. Mail – Optional channels
Open showflow or other third application managing the email.
Automatic management of concurrent email that the agent manage.
Allocates emails depending on the skills of the agents.
Excellent relationship with other channels of the application.
Part of campaign configuration panel

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4. Chat – Optional channels
Management of assignment by means of unique queue.
All the conversations are registered.
Completely integratedwith our scripting (showflow).
Making calls to customer with click to call.
Transfer chatsbetween agents.
The administrator can screen the chat and analyze the reports of the
service.
With a bottom at the webpage's chat, the agents can answer to the visitors of
the webpage inmediately.

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4. Fax – Optional channels
The inbound faxes will be saved
as pdf document.
Routing agents in a unique
queue.
Configure the schedule of
inbound faxes.
Activate scripting or other third
applications.
Outstanding fax panel.
Notification when receiving by
pop-up to the agents.
Perfect management at inbound
faxes campaigns: Skills creation panel

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4. Social Media – Optional channels
Easy configuration of the user's account.
Allocate an unique id by deal.
Possibility to send automatically a template
at inbound information or dealing
information.
Perfect matching with the applications of
others channels.
Unique contact for every deal and the rest
of the service's campaign.
Perfect management of the inbound information from Twitter as a natural
channel of the application.
Contact information detail

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4. Portfolio solutions
Authorized management solutions:

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4. Portfolio solutions

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4. Androdialer
Make changes in real time.
Manage call's ending and typology.
Perfect integration with webservice and TTS.
Maximum limits.
Up to 480 concurrent calls by server.
Robot tagging pointed to massive calls without human intervention. With
perfect matching with Asterisk.
Part of campaign configuration panel

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4. Andromail
Customize templates , body, and
subject by campaign.
Schedule outbounds by day and hour.
Control the copy of the email.
Configuration of the outbound email
(smtp) account by campaign.
Format: html or txt.
Full management of the oputbound
flow of email.
Massive outbound email robot.
Part of campaign configuration panel

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4. Androsms
Predetermine templates.
Possibility to allocate telephone group.
Configuration of sender by campaign.
Capacity to allocate agents or carrier by campaign.I
Real time reports by campaign.
Connection with agent or carrier by gateway or API webservice.
High performance robot for sms massive management.
Configuration panel

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4. Androc2c
Manage the origins: allows to know the web source of lead in real time.
Define who will treat them: you can assign business rules to the client which
can range from the assignment to a call center, to details of the user who is
going to be asssigned.
Monitors leads: any time it provides information in real time of the lead
status: pending, contacted, call back, sold...
Analyze information: consult in real time the log of the lead.
Rapidly deployed: open system based on webservice that allows you easy
integration with your sites.
Converter process of traffic in a web to a direct telephone communication.
We manage from the moment that a customer or prospect click in a form,
banner, emailing or search engines until the prospect turns into a client.

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4. Androc2c
Operating diagram:

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5. Androsocial
Sales and leads detection.
Reports of active and related users of our brand.
Capacity to find bad advertisement signs (snow ball) and to autotically
improve them.
Monitor competition's movements and strategies.
Automative creation of social mass.
It is a powerfull real time monitoring robot of those opinions which can change
the sucess of the company.

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4. IVR
Conection with webservice and data base, you can set it by web.
No technician personal can set it by Web interface.
Automate repetitive call center's process and guarantee the attention's
level during 7X24x365.
Capacity to integrate with TTS tools.
Response system of automatically calls that provides greater satisfaction to
their customers by reducing the waiting times.Our IVR module is categorized by
a user-friendly graphical environment and a easy-to-use configuration.
Call flow details

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5. Architecture
Due to the flexible design of our application, we have a solution for each
platform's size of your call center.
Possibility of our architecture:
You can use whatever brand of server with a minimum needs.
Perfect matching with Asterisk 1.4 – 1.6 – 1.8.
High availability
Easy and automative system's update.
Multi-platform desk: Windows, Linux and Mac.
Easy and quick Jump Start.

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5. Architecture
We have the suitable architecture for your company.
Small platform

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5. Architecture
Medium platform

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5. Architecture
Big platform

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5. Architecture
Data center platform:

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7. Contact us
www.dialapplet.com
friends@dialapplet.com
www.dialapplet.com/linkedin.php
www.facebook.com/people/DialApplet
www.youtube.com/user/dialapplet
www.twitter.com/dialapplet
Pepe Alba 1, 46022 Valencia, (España -Europa)
(+34) 96 344 10 38
Our time slot is central europe and the office time is from Monday to Friday from 9,30-14,00 and from
16,00-18,30 (except holidays)

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