Utility Brochure

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Addi􀆟 onal U􀆟 li􀆟 es to help you get the most out of your TouchStar investment.

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Utility Brochure

  1. 1. Daviker U li esAddi onal U li es to help you get the most out of your TouchStar investment.
  2. 2. Daviker U li es have been developed to help our customers get the best from their TouchStar call centre system as easily as possible, allowing what have previously been IT intensive tasks to be completed quickly on the call centre floor. Each u lity has been specifically built to meet the needs being faced by Daviker clients in the UK. Building these u li es has allowed us to tailor the global TouchStar call centre pla orm to sa sfy the needs and requirements of the local environment, ensuring that our customers get the most technically advanced call centre applica ons available. Contents Callback Manager................................................................................................................. 3 Callback Maker..................................................................................................................... 3 CRC Manager........................................................................................................................ 4 List Manager Plus ................................................................................................................ 4 DeDupe Advanced............................................................................................................... 5 SQL EMU (Express Maintenance U lity) ............................................................................. 5 Scheduled Dial Builder ........................................................................................................ 6 XML Scheduled Dial Builder ................................................................................................ 6 SQL Output Scheduler ......................................................................................................... 6 Input File Validater............................................................................................................... 7 Recording Maintenance U lity ............................................................................................ 7 Remote Agent Monitor ........................................................................................................ 8 Daviker E-Mail Client............................................................................................................ 82
  3. 3. Callback ManagerQuickly and easily reassign and reschedule private callbacksset against a record.The Callback Manager u lity allows supervisors to search for andreschedule private call backs without having to perform any complicateddatabase manipula on. This u lity is ideal when agents are absent orhave scheduled a call back in error. Supervisors can search by date, agentand campaign to locate and reschedule a call back quickly and easilyensuring that valuable calls aren’t missed.Callback Manager is a web based u lity allowing use anywhere withinyour network.Key Features Op on to search for Callbacks by date. Search for Callbacks by Campaign and Agent. Op on to edit the notes field for par cular CallBack. Op on to Select a list of Callbacks and assign to par cular Agent. Op on to select a list of Callbacks and change Callback date and me. Op on to select a list of Callbacks and change to Public Callback. Callback Maker Quickly and easily create a new Callback for a record Clients already within the database. This u lity gives the facility to search for a number within the TouchStar Database and set a new Callback against that number. Using this u lity Supervisors and Administrators can create a new private Callback for a par cular number, assign it to a specific agent and create new call notes. This u lity is ideal for se ng Callbacks on client records without agent interac on or for se ng Callbacks when an agent fails to set one during a call. Callback Maker is a web based u lity allowing use anywhere within your network. Key Features  Op on to create Callbacks for records already within the database.  Create Callbacks for specific records and assign to an Agent.  Op on to create the notes field for the new Callback. Call us on 0845 250 80 30 or visit www.daviker.co.uk 3
  4. 4. CRC Manager Easily update and manage your records’ Call Result Codes without complicated database manipula on. CRC Manager enables call centre supervisors to quickly and easily update a record’s Call Result Code (CRC) without any complicated database manipula on. Using this u lity it is also possible to view a records en re contact history. The CRC Manager can be used to update CRC’s in bulk from one status to another. Once a record has had its CRC changed the record will then follow the ac ons associated with its new CRC, e.g. be overflowed to another campaign or added to the Do Not Call list. CRC Manager is a web based u lity allowing use anywhere within your network. Key Features  Op on to search by date and me.  Op on to search by CRC and phone number.  This u lity gives the op on to view all the history details of the par cular number.  Op on to update a bulk list of records to a par cular CRC.  Bulk update all CRCs within a specific campaign. List Manager Plus This u lity extracts the best performance from your data enabling advanced manipula on to enhance penetra on and contact rates. Using this applica on allows data to be manipulated and made inac ve or ac ve based on a combina on of up to four different criteria. Data can be merged between campaigns easily and effortlessly making management of small data sets much simpler. This u lity has been specifically designed for manipula on of postcodes allowing data to be made inac ve or ac ve in specific geographic loca ons. List Manager Plus enables complex data manipula on such as the ability to make all women, in a specific postcode, who are home owners whereby the CRC is NI – ac ve or inac ve. List Manager Plus is a web based u lity allowing use anywhere within your network. Key Features  Provides the ability to interrogate data on up to four different fields simultaneously.  Enables post code data interroga on for targeted geographic dialling.  Allows data to be merged to other campaigns quickly and easily.  Makes records ac ve or inac ve allowing records to be reac vated at future dates. Call us on 0845 250 80 30 or visit www.daviker.co.uk4
  5. 5. DeDupe AdvancedPrevents the loading of duplicate records within the TouchStar database.The DeDupe Advanced u lity provides a powerful de-duping facilityacross all (or specific) campaigns in the TouchStar database. Onceduplicates are iden fied the user has the ability to make the recordineligible within the exis ng dataset or alterna vely in the newdataset to be loaded. All duplicate records are then iden fied in aneasy to read report allowing data to be returned to suppliers.DeDupe Advanced is a web based u lity allowing use anywherewithin your network.Key Features Allows users to select primary campaigns to then de-dupe against other exis ng campaigns. Provides the details of ineligible & non dial-able records in the campaign. Produces a printable report of duplicate numbers in a par cular campaign. Enables duplicates to be deleted from the database. Enhance your data import and reduce your data costs by iden fying and preven ng duplicate records from being loaded into the database. SQL EMU (Express Maintenance U lity) Provides significant enhancements to the SQL Express applica on delaying and poten ally preven ng the need to migrate to full SQL. SQL EMU enables SQL Express to schedule events inside the applica on, something only available with full SQL. This applica on is very useful for database management and maintenance scheduling - saving hundreds of man hours doing these crucial tasks manually. Key Features  Runs as standard Windows service.  Gives op on to schedule events within SQL Express.  Allows SQL commands to be executed at scheduled mes.  Provides the ability to schedule a backup the database.  Enables shrinking of the database for be er performance.  Gives users the ability to re-index the database.Scheduled Dial BuilderAutoma cally upload data into the TouchStar Dialler at configurable scheduled intervals from .csv and .txt files.This applica on enables data to be automa cally loaded into the dialler from .csv and .txt files using preconfigured templates.The scheduling func on allows for data to be automa cally uploaded between specific mes, on specific days and at regularintervals. New data can be uploaded into the system minute by minute ensuring new records are contacted as soon as possible.Key Features Reads directly from .csv and .txt file formats. Enables scheduling of mul ple tasks to create separate concurrent data sets. Mimics the func onality of DialBuilder within the TouchStar Administrator. Uses configurable templates created in TouchStar Administrator. 5
  6. 6. XML Dial Schedule Builder Automa cally upload data into the TouchStar Dialler at configurable scheduled intervals from an XML file. This applica on connects to an p loca on to search for new data based on predefined criteria. Data is then automa cally loaded into the dialler from an XML file using preconfigured templates. The scheduling func on allows for data to be automa cally uploaded between specific mes, on specific days and at regular intervals. New data can be uploaded into the system minute by minute ensuring new records are contacted as soon as possible. Data can be imported directly from websites ensuring you are first organisa on to respond increasing the chances of you ge ng the sale. Key Features  Connects directly to an p site to search for data.  Reads directly from XML file format.  Enables scheduling of mul ple tasks to create separate concurrent data sets.  Mimics the func onality of DialBuilder within the TouchStar Administrator.  Uses configurable templates created in TouchStar Administrator. SQL Output Scheduler Schedules SQL commands to provide .csv file outputs and or XML reports to be automa cally emailed to a des na on. This applica on is used to run SQL commands across the TouchStar database allowing easy and regular data outputs for repor ng and/ or data migra on to third party databases and CRM tools. The u lity can then be configured to email the file/report to an email des na on. Key Features  Outputs can be generated at scheduled mes.  SQL commands can be executed at scheduled mes.  Sends generated outputs to specified email addresses given.  Provides a simple user interface to schedule jobs. Call us on 0845 250 80 30 or visit www.daviker.co.uk6
  7. 7. Input File ValidatorValidates complex data files to ensure that the records have the correcttelephone number format before impor ng into your TouchStar database.This applica on can be used to validate the input file before being importedinto the TouchStar database. This applica on specifically validates and fixesthe phone number field and area code/interna onal dialling prefixes - savinghours of me manually correc ng numbers and preven ng mis-dialling byyour TouchStar system.Key Features Cleans databases before entering into the Touchstar system. Generates a valid .csv file to be loaded into the TouchStar database. Validates Phone Number fields with respect to the Area code/ interna onal dialling code. Recording Maintenance U lity Automa cally archive call recordings to a separate loca on. The Daviker Recording Maintenance U lity archives call recordings based on configurable criteria such as age of the call recording, call dura on, call type, specific CRC and CRC type. The u lity has an inbuilt scheduler to enable archiving to take place out of hours. Key Features  Enables calls to be archived based upon there call types.  Calls can be archived dependent on their specific CRC and CRC types.  Recordings can be archived based on the recording length.  Recordings from a specific date range can be archived.  Call recordings over a certain age can be archived.  Op on to schedule the process to run automa cally.  Drama cally reduces the amount of call recordings, subsequently freeing up space within your network. 7
  8. 8. Daviker Email Client Email directly from SuperScrip ng without the need for Microso Exchange or Outlook. Using this applica on removes the requirement for agents to have access to Microso Exchange or Outlook poten ally savings thousands of pounds. The applica on allows agents to collect the required details within the script such as email address, subject, a achments and content which is then sent as a preconfigured email template. Key Features  Allows emails to be created directly from scripts.  Removes the requirement for Exchange or Outlook.  Can send emails in .doc, .txt, .r , .html and .htm formats.  Allows agents to a ach addi onal documents and files.  Email can be tailored to each campaign.  CC and BCC op ons available. Remote Agent Monitor Listen to your agents from your home, a hotel or anywhere in the world with just an internet connec on and phone line. This applica on allows the user to connect to the call centre and monitor calls being made by agents in real me. The user simply connects to the dialler, and configures the applica on with their landline or mobile number (VoIP supported with NMS hardware). Now they can listen to calls live, coach agents without the called party being aware and record conversa ons from anywhere in the world. Key Features  Monitor, coach and record calls remotely.  Calls are routed to the user’s mobile or landline.  Calls are routed via VoIP on NMS systems.  User has the ability to select which campaigns and agents to monitor.  Mimics func onality of coaching and monitoring through agent applica on. As ever we are always interested in hearing from you regarding how we can improve our products. If you have a requirement for an addi onal u lity or bespoke applica on please speak to your Business Development Manager who will be happy to discuss the subject with you further. Call us on 0845 250 80 30 or visit www.daviker.co.uk Northern Office City View House, 5 Union Street, Manchester M12 4JD Southern Office 306 East Wing, Sterling House, Langston Road, Loughton, Essex IG10 3TS8

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