THE SPITFIRE ENTERPRISE DIALLER SOLUTION
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Preview Dialling, Manual Dialling, Full Predictive Dialling, Quick Connect And Fixed Rate Dialling
Outbound Predictive Dialling in a user friendly format all bundled in a cost effective pricing structure built for real business!
With 5 Dialler configurations, the enterprise SEP software package delivers the tools to build an effective and highly efficient contact centre solution.
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You can upload your Dialling data simply and quickly and set the system for outbound calls which then delivers answered calls directly to any available agent. The SEP software will then monitor the connection rates vs the agents available at the end of each call along with call statistics such as call durations and volumes and then using its clever algorithm, alters the dialling rate to minimise the time between calls to a minimum so you get MAXIMUM EFFICIENCY!
Your supervisor or call centre manager can also adjust the amount of calls on the go so as to ensure the best level for agent durability and work place vibe can be maintained.
Due to SpitFires awesome in-house software development team, they offer one of the most comprehensive diallers in the market. It is not only one of the most efficient diallers, it has also come with the full array of features that you may find in other telephony solutions in the market but with the full bonus of built in dialler capabilities. The Enterprise SpitFire solution can dial in a variety of modes:
SpitFire – Predictive Dialler
Predictive Diallers or Dialers utilise specific algorithms that calculate how many calls need to be placed at the same time to fulfil the next available agent.
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The SpitFire Algorithm calculate lines, agents, average handling times and other core statistics to assess the speed at which the calls need to be placed and the volume required to keep the call centre as productive as possible. The algorithm is constantly changing as the day goes on assessing the information in real time to make the calculations, this is one of the reasons predictive diallers are so popular!
SpitFire – Manual Dial
Manual dialling allows the agent to pause the dialling campaign and make a manual call, this is good for follow up calls and the call details are recorded as such in the reporting software so as a manager can watch and understand the requirement for this behaviour.
SpitFire – Preview Dialling
Preview Dialling allows the agent to assess the information on the coming call and assign it to “Dial” or “Snooze”.
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This is perfect in a collections environment or appointment setting environment where prior information to the agent is a useful tool to the call being placed.
SpitFire – Quick Connect
This dialling solution is perfect for business to business communications where the data base being called is normally one call = one call connected.
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The one 2 one ration of agent to call means there are no calls dropped giving the receiver of the call an immediate high quality impression of the agent and works like a treat for account management or collections calls.
SpitFire – Fixed Dialing
When the Fixed Dialling method is used, the call centre or campaign manager sets the volume of calls to be made.
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There are then a pre-determined number of calls made per agent at the same time and this method takes no account of the number of dropped calls. Whilst it is not the primarily used method these days, it still comes in handy in broadcast and broad coverage outbound dialling.
SpitFire System Features
SpitFire Outbound Platforms
Manual •Fixed Rate Dialing •Preview Dialing •Quick Connect Dialing •Predictive Dialing
All Line Configurations
• Primary Rate (PRI) • ISDN10/20/30 • Basic Rate (ISDN2) • Analogue (PSTN) • SIP – VoIP Dialler Capability
Hosting Options
• On Premises Server • Cloud Hosted Server
Unlimited Campaign Management including
• On Premises Server • Cloud Hosted Server
List Management Functions including
• Prioritisation • Stacking • Export Data (new,existing,text) • List Alteration based on Stats • Alternate List Dialling
Disposition based
• Auto Emailing • Email Recordings • Auto Redialling
SEP Agent Features
• Cold Agent Transfer with Data • Warm Conference Transfer • Custom Scripting with • Campaign POP • URL POP • Skills Based Routing • Multiple Campaign Login • Preview Call Back • Call Back Scheduler • Print Call Record • Wrap Up Codes
CRM INTEGRATIONS – windows or browser based
Microsoft SQL Database access
Built in DNC (do not call) manager
SpitFire System Functions
Call Monitoring and Coaching functions
• Monitor • Whisper • Barge • Conference
Real-time Statistics
Full Call Reporting including Sales Revenue
Dynamic Campaign Management
Time Zone and Daylight Savings call dialler management
Call Back Management – Preview, Reschedule
Re-Assign Call Backs & Export
Built In Flexability
All of these dialling methods are available in the call centre environment within the SEP software solution. The built in Flexibility is one of SpitFires greatest features. All the changes can be made with the click of a button from any computer on the network meaning you could even remotely manage the call centre from a VPN connected pc from the other side of the country! The browser based interface that your agents are presented is easy to understand, giving them the critical information they need to focus their energy on your customers and building your business and revenues.
Keep Agents Focused
SEP is a fully blended call center solution that supports unlimited lines, agents, and campaigns. Its greatest strength is in its flexibility: multiple campaigns can be set up, viewed, and changed with the click of a button. With easy options for customization, data and dispositions can be catered to each campaign. In addition to our user-friendly interface, SEP highlights full customer data and combines multiple campaigns on one screen. All the information your agents need is accessible at a glance, freeing their energy to focus on what matters: the calls.
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Working with Com2 Communications, you can rest assure that you are getting the broadest advice on your call centre solution. We are not one size fits all, we customise solutions to fit your specific needs, ensuring we find the best integration path between call centre solutions, Phone Systems, carriers, CRM applications and more. We build comprehensive call centre solutions tailored to your business!
