|
|
|
||
|
Integrated
Telephony presents
The TNT Call Center System The TNT Call Center
System is a comprehensive system of digital voice and relational data
components that coordinate and
control voice and data traffic
simultaneously. This call center
system is built on a standard local area network and uses and combines
relational database and client - server architecture. The TNT Call Center System links a
digital voice server, aptly named the TNT Call Control Server, to a standard
network fileserver. What is
TNT? It is an acronym for Know
IT!’s Telephone-Network Turbodialer.
It is the central brain of Know IT!’s digital voice server. A full function digital switch
is at the core of the TNT Call Control Server. Each of the major modules
of the TNT Call Center System was born, breed and has been field-proven to
provide spectacular productivity enhancements over and over again in every
aspect of customer interactions. The combined benefits
of a complete customer information system are astounding. The TNT Call
Center System is built with the most modern software and hardware tools, each
from industry-standard
suppliers that include IBM,
Microsoft, Natural Microsystems, and Novell. As a result, the TNT System is based on a truly open
design that is very modern and non-proprietary. Yet, it offers the “best of both worlds” by being built on
an architecture that has been highly proven and constantly upgraded since
1991. This is the best
foundation for a complete CRM solution. Know IT!’s TNT
Call Center System components improve control and productivity in every
aspect of voice and data handling in high volume call center
environments. This call center
system provides a highly integrated and totally flexible platform that
seamlessly links voice and data on any business’s LAN or WAN network. In keeping with our character, even
though TNT modules expansively handles the functions of numerous dedicated
servers, the TNT Call Control Server can be linked to most PBX, ACD, IVR, CTI
or Digital Recording systems. Our TNT
System’s features are modular; most can be purchased separately or in any
combination. Also, any modules
can be added quickly at any future time as new needs are identified -- without any re-investment.
Most major functions can be changed on-the-fly, user-defined data
systems can be built or linked
into complete unity with new or
existing data systems, web pages, voice systems and more. As it sounds, this is an
extraordinarily dynamic business solution.
This defines what a complete CRM solution is made of. The TNT Call Center Systems’ architecture provides a platform that offers:
·
Very
comprehensive data and voice handling features ·
Tightly integrated
system modules for incredible flexibility ·
Truly Open
Architecture ·
Flexible data
structures and flexible voice path handling ·
OLE / DDE /
ODBC compliant databases ·
Unlimited
demographic and sales information on contacts ·
Unlimited TNT
Visual Scripting System ·
Copy a
template for instant point of contact screens ·
Build any
contact applications, long surveys, sales scripts, complex contact or product
information windows quickly ·
Quota
controls, Correspondence Fulfillment, Route Tracking ·
Data Mining
with TNT EasyData Utilities, TNT Bulk MailRoom ·
Works with
multiple platforms at the same time ·
Links SQL
with proprietary, legacy and modern data ·
Link any web
content with in-house, secure data on contact screen pops ·
Web
integrated: Content / Call Me / Help / any contact interaction ·
The most
complete Inbound call handling available ·
Skills based
call routing, IVR, Unlimited Menus, many modes ·
Intelligent
screen pops on phone # and DNIS ·
The most
effective and responsive predictive dialer made ·
Highest
outbound contact rate with low abandon rate ·
TSRs on TNT
are creating the best CRM ever ·
Instant voice
connections: 70 ms nominal, 250 ms max. ·
Complete
Digital Recording System on inbound & outbound ·
Complete and
totally flexible reporting real-time and historical ·
Years of
hindsight built into the latest visual tools · All “live” controls from Lists to IVR Menus, and all remarkably easy to use
That’s a quick
overview. The TNT Call Center
System is complete, modern and offers room to grow and experiment with your
business.
How do you
handle the extra data preparation, the extra reporting, the extra telephone
agent management when this
technology blasts new business to you? TNT’s base system
includes graphical menu selections to instantly manage, convert, monitor, or
report any volume of calls, agents and campaigns. Every major function supports the volume handling of every
other major function.
For example:
agent productivity analysis in real-time or historical reports instantly shows
who is producing well, who needs training and who will not or cannot
produce. In seconds. In real time. In summary or in detail.
For another
example: list conversion. In
most applications, the TNT System will handle data processing, conversion,
de-duping, and filtering in far less time than is often spent just setting up
or converting data for calling lists.
TNT EasyData Utilities can do the entire job plus demographic
selection in one single pass through the data. Automatically.
By combining these functions, each with separate visual controls, our
clients can process over a million records faster than most systems take a
manager to process a hundred thousand records.
These are just
a couple of the many major time saving functions in the TNT System, each
designed through years of user-feedback and careful engineering. The TNT Call Center System provides
one of the clearest examples ever for the truism: “The whole is greater than the sum of the parts”. Now you can grow with fewer additions
to staffing and resource overhead than any other call center solution on the
market today!
Know IT!, Inc. has
consistently developed call center automation systems, which respond to our
clients’ need for increased productivity. While increasing the quality of the call and thus
improving our clients’ customer relationships. The installation of the TNT System can easily increase our customer’s call center
productivity by over 300% over a
manual system and by over 40% over most of our competitors’ systems that we
replaced with the TNT Call Center System. Our systems solutions are tailored to the needs of
customers for their specific markets.
Today, Know IT!’s TNT
Call Center Systems offer complete, productivity blasting support “out of the
box” for: ·
Newspaper &
Publishing Subscription & Classified Ads Sales ·
Direct Sales ·
Telemarketing
Service Bureaus ·
Collections and Fund
Recovery ·
Fund Raising
Organizations · Appointment Setting and Verification – insurance, home remodeling, general · Credit Card, Mortgage & Lending Applications · Surveys and Market Research · Political Campaigning and Get-the-vote-out calling · Inbound Shareholder Services · Inbound Sales · Inbound Customer Service Bureaus
How does Know IT! do it? The
TNT Call Center System includes a full-featured digital telephone switch as
part of a voice server working in conjunction with an industry standard
fileserver. One voice
server, the TNT Call Control Server, handles every TNT voice function. It is scalable in configurations from
4 stations / 8 lines to 700 stations / 1,400 lines in a non-blocking switch
configuration. Thousands of
stations and lines can be controlled with Know IT!’s blocking configurations. The TNT System can be configured to
process both inbound and outbound calls, while meeting a company’s growing
and changing needs. For
the most mission critical needs full server redundance now only requires 2
additional servers instead of several systems: one voice server and one
fileserver instead of needing separate IVR / Auto-Menu, ACD, Dialer, Digital
Recorder, and contact screen-pop servers. The complete TNT Call Center System
has been carefully designed to elegantly meet call processing needs now and
in the future. Know IT!’s
complete TNT Call Center System cost-effectively brings large system features
to any size organization or department.
Know IT! is committed to continuing development of call center technology based on these design philosophies: · Design all systems around proven industry standards · Create open systems, which interface to other data and telecommunications systems, and software packages. · Install turnkey systems, which deliver immediate results. · Make all aspects of the system accessible to the user. · Engineer both hardware and software for maximum growth · Consider the rate of change in both business and technology and design for flexibility. Serious
systems/solutions buyers are highly encouraged to discuss our product and
services with our clients.
Unless you already knew us, you wouldn’t believe their success stories
if we told you ourselves. To
learn a little more about some of our major features, read on!
Major
Modules of the TNT Call Center System Outbound Call Generation and
Processing True
Predictive Dialing Hot-Call
preview dialing Pace
controlled power dialing Sequential
dialing Play outgoing messages automatically
or on-demand Live call to
Auto-Menu or direct to agent queue Automatic
Call Distribution and Queuing (ACD) Skills
based routing Automatic
or Interactive Voice Response (IVR) Call
Blending with inbound and outbound campaigns Advanced Voice Switching
Functions Total Customer Relationship Management Database Driven Demographics Marketing Automated TNT EasyData Utilities®
TNT Call Center System Outbound Call Generation and Processing The TNT System’s outbound call handling brings
together these features and more: ·
total
call-progress detection & analysis ·
optional digital
recording ·
play message
after voice detect ·
multiple dialing
modes ·
a true predictive
dialer with astounding accuracy ·
multiple call verification
modes o instant call transfer for verification o 3rd party verify with voice &
data linkage out of TNT o batch call-back verification ·
variable call
recycling ·
progressive
answering machine detection ·
complete contact
management linked to any data or web ·
ultra-intelligent
contact screen pops ·
call blending to
put more skilled TSR’s on inbound for overflow ·
world-class
reporting, dozens of user-changeable templates The system allows the supervisor to designate the
dialing mode and speed as well as which data and voice functions are
available for each campaign and for each calling list. Quickly and on-the-fly. True
Predictive Dialing A
supervisor can now choose the productivity level that is to be maintained for each campaign
with TNT’s true predictive dialing. Each
digital T1 circuit in a TNT Call Control Server can drive over 8,000 calls per hour at the
same time. The predictive dialing mode will
typically maintain an average of only 0.60 to 0.85 agents available while over-dialed
and abandoned calls are held at 5 to 2% or less. You
choose. With this much predictive accuracy and
raw horsepower, almost unlimited efficiencies can be gained while not abusing prospects’
privacy or your phone bill. Preview
Dialing Preview dialing is a valuable option for campaigns or customer service issues where the information in the record needs to be reviewed by the agent before calling, such as historical information for donors, long-term prospect tracking, and big-ticket or repeat customer tracking. TNT supports three methods of preview dialing. Each method delivers the data screen to the agent before dialing the number. The TNT Call Center System smoothly handles immediate dial, a time and agent-specific dial, or an agent initiated dial from TNT HotCall. The TNT HotCall module provides fully automated call-back selection and it easily allows the agents to perform micro data-mining within their designated contact group for optimum contact determination. Power DialingPower dialing can be specified to set a steady
and exact calling rate for groups of stations by campaign or calling source. Reschedule Calls
The TNT System allows the agent up to three ways to reschedule a call if the right party is not available. The agent records a follow-up date and time when completing the original call and the contact record is added to the group’s calling list or an agent’s HotCall list. TNT proactively puts calls to be returned in front of the agent, right on schedule every time. Missed a call-back time? The TNT outbound call handling system can persistently alert the agent until the call is completed or rescheduled. Never a lost contact. Never a missed opportunity. Never an aggravated customer.
TNT Call
Center System Inbound Call Processing The
TNT Call Center System brings together these features and more: ·
dialed number
information (DNIS) support ·
automatic number
identification (ANI) of caller ·
multiple automatic
call distribution (ACD) modes o auto-select campaign and call handling by DNIS o transfer direct to available agent o active queuing o full IVR/AVR auto-menu ·
optional digital
recording ·
automatic
resource allocation for queues over thresholds ·
multiple call
verification modes o instant call transfer for verification o 3rd party verify with voice &
data link anywhere o batch call-back verification ·
set caller for
HotCall back at any time ·
fax / modem
dial-in screening ·
complete contact
management linked to any data or web ·
ultra-intelligent
contact screen pops with agent-guided look up ·
call blending to
put skilled TSR’s on outbound on off-peak ·
world-class
reporting, dozens of user-changeable templates Inbound Call Processing TNT provides complete inbound call
processing with ACD features, auto-attendant, IVR, unlimited & dynamic menus and queues.
The TNT Call Center System intreprets ANI and DNIS
and sends the appropriate screen along with the call to the agent.
The TNT Call Control Server eliminates the need for a CTI server and highly customized
solutions because it is a full-blown CTI server capable of dynamically routing unlimited DNIS
driven campaigns and auto-menu / queuing combinations. The
system captures and stores all statistical and production information that result during
calling activity. Whether the call is
handled completely un-attended, partly un-attended or transferred directly to an agent.
Details are tracked right down to every touch-tone and every menu option selected by
the caller for routing or information retrieval. The
statistics are stored in our standard ODBC compliant databases which can link to an easy to
use reports generator to provide pre-configured or user-defined reports.
Again, because of TNT’s open platform, comprehensive visual live queue reports and
historical reports are also viewable through many other software systems. Call Blending The TNT Call Center
System can process both inbound and outbound calls at the same time. The
system has the capability of directing inbound calls to appropriately trained
outbound agents when there is a wave of inbound calls. The system
administrator puts the decision parameters into the system, indicating at
what call volume thresholds an agent or line is to be switched between
outbound and inbound campaigns.
The TNT System will do the rest automatically. Real Time System Controls – Agents can be assigned by group or individually for each control. Controls include various settings by Campaign or calling Source, Start/ Stop time, Break Start/ Stop, HotCall and Immediate Off. All campaign and source (list) controls are also all dynamic and live. Campaign Controls –
Audio messages or music for greetings and menu prompts are handled within TNT
audio file handling for all TNT inbound and call blending systems. The same inbound line can handle many
different personality settings for multiple campaigns. Campaigns can be set to route calls
to AVR/IVR, to Queue, direct to the next available agent or any combination. Just as with most of TNT’s functions,
IVR menus and voice prompts can also be changed on-the-fly. Statistics –
Available in Quick statistics in real-time, or stored on-line ready for
historical and comparative report listings and graphs.
Real Time Color Supervisor Workstations – The workstations are configured with thresholds for calls waiting, longest in queue, staffing levels. When a threshold has been exceeded, that field on the screen changes color. The color workstations allow supervisors to easily notice the exceptions in their call center and react accordingly. IVR / AVR /
Auto-attendant TNT provides complete Integrate Voice Response (IVR) / Automatic Voice Response (AVR) capability that can be used with TNT’s other inbound functions, including ACD, queuing and Digital Recording. The auto-answer modules of the TNT Call Center System are comprehensive. They will also seamlessly interface with any LANS or WANS and most legacy systems.
·
Linked to
data records with versatile data keys ·
Transfer
voice and contact data simultaneously - anywhere ·
Transfer
within the TNT system or outside of your system · Comprehensive statistics of all events – live and historical
TNT Digital Recording System Description of Operation
The
TNT Digital Recording System (DRS) provides digital voice recording, playback and detailed
data cataloguing for inbound and outbound telephone calls on the TNT Call Control Server
(CCS). The recording functions are controlled in
real-time on a per-campaign and a per-agent basis and can operate simultaneously on any or all
lines attached to the TNT Call Control Server. The
TNT DRS features high digital voice sampling rates, extremely compact recording files and
voice file conversion utilities to support all industry standard voice file formats.
No additional servers nor workstations are required.
This system is tightly integrated to calling functions, yet it can be accessed
“off-line”. The Visual TNT Call Center System
Menus automatically include the additions for this module so that the TNT DRS can be managed
with the same easy-to-use controls. LAN-based
recording means: No more cassettes to
buy/store/search, no more ‘Y’ adapters or individual tape recorders, and no more lengthy
search/recovery sessions for large under-integrated or legacy recording systems.
This recording system provides complete, centralized and secure control with very
little training and very little management time required! Recording
This
module has three recording modes: On-Demand, Continuous, and Script-Controlled.
On-Demand recording is started/stopped by the agent at any time.
Script-Controlled starts/stops recording automatically as a function of the agent
responding in a contact screen form. Visual
notification is provided to the agent screen that “recording is in progress”. Recording stops automatically upon the completion of the telephone call, when
either the agent or the contact hang up. Complete
supervisory controls are provided. Each recording
option and control may be enabled or blocked by the supervisor. All controls in our Digital Recording System are live, just as other calling
controls are in TNT. Continuous Recording and
Script-triggered recording start/stop are fully automated and tightly integrated to complete
our suite of fully automated recording options. At
the time of each recording the voice and data records are linked for viewing and listening
concurrently during replay. The
TNT DRS system records at sample rates from 8 to 48 KHz.
Excellent sound quality is available at an 8 to 12 KHz sample rate.
Hardware included in the TNT DRS subsystem is 4-GB disk drive.
Some TNT configurations also require one AG24 board per 24 agents.
These are added to the TNT Call Control Server (CCS) and generally do not require an
additional computer system. Depending on
the sample rate chosen, the length of your average recording and the number of weeks that you
wish to keep recordings active on line, for immediate access, more disk space may be
necessary. Our experience indicates that a single
4-GB drive handles 24 agents for twenty-five to thirty days of recording on-demand at 12 KHz
sampling. Up to 6 months of continuous recording
for 120+ stations can be maintained on-line with modest system options.
Playback
Playback
is integrated in to TNT’s Maintain Contact Records function.
Any number of records may be selected for playback at any time.
Records may be selected by range of time, date, agent, disposition code and/or
campaign. Playback may be listened to at any TNT
calling station. Any number of separate and simultaneous playback sessions can be run at the
same time (up to the amount of your agent station licensing). Agents can operate in playback
mode at the same time as calling and recording sessions are in progress. The security system limits playback to agents with supervisor level access or
higher. No
more tapes. No more hiss. No more lost
recordings. Automatically view or edit the
contact records while listening to recordings. Automatically
displays the contact record for a recording -- or you may select a recording from list of
recordings for any contact record. Instantly find
or browse recordings by over two dozen criteria including date, time, line#, agent, call
result, and any contact specific information. Additionally,
while running playback the telephone touch-tone keypad provides direct control of these
functions: · normal speed,
150% speed or 200% speed · skip to next
record · skip back to
last record · small skip
forward in the same record · big skip forward
in the same record · small skip back
in the same record · big skip back in
the same record · rewind to start
of the current record · pause/resume DRS Backup - anticipates only emergency retrieval Voice
files are large, even when TNT’s ultra-efficient file compression is used.
Backup of voice files is accomplished via standard DAT tape drive system or optical
drive system. TNT automated backup/restore
software setup and verification is included with all installations.
DRS Archiving - anticipates somewhat frequent retrieval
Generally
data records are maintained on the file server while voice records are stored on the Call
Control Server. Archiving of voice files is
available for immediate recovery by means of optical drives or juke-box storage devices.
In this case the voice file storage is a secondary benefit, minimizing on-line storage
is the primary purpose. After an archive is
complete the data records are marked with their respective storage location and the hard drive
storage of the voice files archived is purged. Associated
relational data links are stored together with voice files to make a complete archive package.
Automatic archiving can be scheduled during off-peak use.
Archiving and purging may be combined or run separately.
Here is a fully integrated recording management system!
TNT Visual Scripting System The goal of every call center is to
handle call traffic in the most effective, efficient, and profitable manner possible. When
virtually all business transactions are conducted over the telephone in a call center
environment, the need to effectively manage and document these transactions is paramount to
success. Visual Scripting, part of an integrated
platform of call center solutions from Know IT!, can improve the quality and efficiency of any
call center or business transaction. Visual Scripting provides customized applications for
scripting and access to external databases, internet, or shared data. Scripts can be
custom-designed for any type of campaign, with probing questions strategically placed to
enhance, yet simplify, each call transaction. Visual Scripting integrates with
cutting-edge technologies to ensure that your business will achieve the maximum in call center
efficiency. Real-time links to such external applications as dBase, Paradox, Oracle, and other
SQL/ODBC compliant databases provide comprehensive database management. These links embedded
in Visual Scripting, offer a truly superior solution for the call center environment. TNT Visual Scripting features include: ·
Logic and branching
·
Unlimited fields and screens ·
Objection handling ·
Product Information ·
Real-time Reporting ·
Templates ·
Quota Control ·
Web Interface Unlimited Applications! Templates are
provided for fast productivity for: ·
Telemarketing Sales ·
Customer Service ·
Surveys/Market Research ·
Fund Raising ·
Collections ·
Lead Generation ·
Appointment Setting
Total Customer Relationship Management combines voice & call processing
services with unlimited contact data management The TNT Contact Management System has been built with your customer’s point-of-contact experiences in mind! Never has building your dream customer support system been so complete. And it has never been this easy to perform. How well your company interacts
with your customers determines your costs AND your customer’s satisfaction.
Not to mention your market growth and customer retention.
Consider all of the points of customer or prospect contact in your organization:
Ø call centers Ø data mining Ø many forms of prospecting Ø marketing Ø many types of correspondence Ø fulfillment and route tracking Ø orders Ø research Ø survey Ø confirmation Ø customer service & support Costs can be whittled while
customer service is honed in every phase of customer interaction when a systematic approach
such as this is refined. The TNT Call Center System leverages existing investments.
It unifies and controls every point of customer handling that you need updated, while
tightly coordinating with customer controls that are already in place.
The TNT Call Center System lets you efficiently combine data, voice and web customer
contact while adding enormous capabilities in each area.
The results have consistently amazed our customers by soundly exceeding expectations in
growth and net profits. Empower your image with the
ultimate combination of CRM tools. The TNT Call Center System provides unlimited data linking, scripting and
reporting capabilities to bring together the most flexible contact information system ever
made. The
TNT Call Center System provides for enhanced contact control with intelligent CRM tools.
Know IT! is always working
on expanding the intelligence of customer contact solutions.
TNT includes multiple dialing modes, Hot Call, instant transfer for verification,
variable call result recycling and answering machine detection.
These Solutions provide customers with intelligent dialing - at the most likely time of
contact. ·
TNT Cross
Reference – At the point your agent says
“hello”, their screen will reflect the most recent information along with the most
relevant history that your company has on the contact.
This is an intelligent learning system that can quickly teach or guide telephone agents
to the best contact results. ·
HotCall
– Your agents instantly identify people for automatic call-back, with the option to micro
data-mine within their assigned contacts or accounts. Whenever a
call-back is desired, the agent puts the prospect on the “hot call’ list to be called at a
specific time and date. The agent makes any notes needed in the file for later review.
On the scheduled date, TNT notifies the agent that the call is due and asks the agent
if they want to make the call now. The call will
be the next call connected to the agent. Before
the contact is made, the agent has the complete history of the customer in front of him with
this preview dialing mode. With this contact management system, no
“hot prospect” is forgotten or missed. Any missed contacts are automatically presented daily to agents for immediate
follow up or rescheduling. ·
Call
Verification - agents can
instantly transfer a call with the data screen to another agent for verification of a sale or
pledge. There is no need to collect the
information and require someone to call the customer back to verify information.
The verification agent logs on to any station and begins receiving transferred calls.
Real time and historical reports are available for the verification campaigns and
agents, just like other campaigns. ·
Call Conference -
The TNT system provides the agent with the ability to transfer a call to an outside
extension on the PBX even without a dedicated connection to the PBX. Also we connect with two
clicks to any outside line for passing voice live to remote offices. The agent can connect
easily to a third party with a single keystroke and the entry of the extension or phone number
on the screen. This feature is especially
valuable for customer service applications where an additional resource needs to be added to
the conversation and questions can be answered without having to make a return the call.
·
Time Zone Protection - When
a list of records is sent to the system, they can be processed with a Know IT! utility to
apply time zone designations to every record. The
supervisor can then easily set the limits for the standard zones.
TNT recognizes 24 time zones around the world.
Add these features to the TNT Seamless Office Suite, the TNT EasyData Utilities, and our open data platform (you may use your own utilities if you prefer) and you get an extraordinarily flexible and robust CRM solution. Handle unlimited contact flow from multiple sources and coordinate the exact information and controls needed for the agent. Instantly.
Database-Driven
Demographical Marketing
masterfully
controlled with
The
TNT EasyData Utilitiesâ
Track
your demographic data automatically and access it intelligently and quickly!
This
is database marketing at its finest. The ability
to capture information about a customer's market, existing customers or clients and prospects,
is essential to database marketing. TNT automatically handles the capturing to any data structure desired
(it automatically fills about 80 fields without scripting).
With well designed database solutions, customers can segment and target calling lists
and build targeted campaigns for maximum results. You can sort and filter lists by any element
of data that is contained in the list. TNT allows
segmentation of lists before, during and after calling. This
capability to produce or restrict information by any combination of criteria will also enhance
other marketing efforts. The power of the
database solutions provided by Know IT! allows customers to easily tailor reports or other
outputs that can specifically meet each of your customer's unique needs.
Easy to define list structures also allow presentation and capture of information that
is important for the campaign. TNT allows
customers to define unique record (list) structures, or the information to present and keep
for the phone numbers called. TNT data files can include many sources.
All files are ODBC compliant. ·
TNT
EasyData Utilities - The
system allows customers to segment lists by demographic or historical information kept in a
structure. Customers can sort and select records
before calling with EasyData utilities. TNT reads
your data file, breaks the format down, and then displays a sample of the data on the screen
for you to verify or transform. This exclusive feature provides comprehensive control over
duplicate records, has text-filter options for partial field search and allows up to 55
filtering criteria to be selected at a time to precisely specify which data records to use. It
elegantly combines many options - the result is simple to use. TNT understands many data
languages and with our platform you can access files from the servers on your network that are
needed. All
dialer-input lists, no-call lists, and prospect lists are interchangeable easily and flexibly
in EasyData. Automatic pop-up menus provide extraordinary ease for converting from popular
CD-ROM lists, lists from Cole Publications, MetroSearch and other services directly into
either MailRoom or into a dialer call list. ·
NoCall
System – We
recognize that who you don’t call is more important than who you do
call; unless you are just trying to burn phone and labor dollars.
TNT provides the most complete filtering system available.
Create demographical filters on the fly with the TNT EasyData Utility, or automatically
while creating calling lists. Live filters. Make one calling source another’s no-call filter with a click of the mouse.
Suppress with up to 11 no-call filter groups per calling source.
Share all or share no filter groups with other active calling sources.
The TNT NoCall System provides the capability of selectively and quickly
defining those who you do not wish to call.
The TNT Seamless Office
TNT Seamless Office is a suite of
tools that provides management the ability to be in complete control of the entire marketing
effort. When the TNT Seamless Office tools are
combined with other TNT Call Center System features an organization can provide highly
organized, efficient and consistent interactions with customers or prospects. ·
TNT’s
Literature Express allows agents to follow through
literature requests, while still on a call. A single keystroke lets an agent select a piece of
literature from a predefined list and puts it into a queue for mail or fax, while
simultaneously scheduling a follow-up call for a later time. ·
TNT’s
Bulk Mail Room allows you to mail or fax any group or individual on a list. You can
select any group by any data criteria and “mail merge” the selection to labels, or print
directly with user-defined forms. Every
literature item has its own controls for printer or file destination and output and can be
easily sorted in unlimited ways. As with TNT
campaign scripts, literature items are easily copied or ‘cut and pasted’.
All
correspondence from TNT is tracked, whether from agent-selected items or from the TNT Bulk
Mail system. With a single click, automatically
specifiy any call-back setting based on the correspondence selected and TNT “stuffs”
selected contacts into Agent’s HotCall. Print
a mail batch at the same time as creating a calling list; in one pass with the TNT EasyData
Utility. Create a mail batch from a list or
contact database by any combination of criteria. With
TNT’s correspondence generation and tracking abilities -- collections, confirmations, e/mail
and follow-up, or just about anything can be done in the blink of an eye in a highly
coordinated manner. Your way. ·
TNT’s
Message Sent allows the supervisor to send messages real time to individual or
groups of agents directly from the supervisor station. These
messages display at the bottom of the agent's screen and can provide useful information or
special incentives without disrupting the normal flow of their calling. TNT’s
Call Center Reporting
provides both instantaneous and historical information analyses. TNT’s Real-time
Reports capture and store all calling and production information that results from the calling
activity. This information is stored in a database, which includes an easy to use reports
generator, which produces an array of standard or user-defined reports.
|
|||
|
|
|
||
