PREDICTIVE DIALER

1. Smart Predictive Dialer

The outbound calls executed by the “smart” predictive dialer as soon as the called party answers should start playing the pre-recorded greeting and introductory message made by the Agent in charge of that area. The system play the message that the Agent had previously pre-recorded with his own voice. This is worth for all the agents around the country and within the European regions.

The Agent should be able to supervising the outbound call, listening both, the playing of the message and what the called party comments thus allowing the Agent to intervene at any time providing appropriate answers to clear any issues the prospect may have arisen. So far the called party does not hear a digital message but a message played by of a human being thus understanding, in a way, that there is another person at the other end but not a machine.

The Agent should be able to break in the ongoing “communication” by dialing a digit to continue speaking with the called party. Since the tongue of the voice can slightly change the called party may not understand the difference.

1.2 Benefit

Since the phone system is playing the introductory qualification, the end user business will need fewer agents to handle outbound marketing calls. These agents will no longer be repeating over and over the same introduction message. In future it will be played the system in their lieu, with their pre-recorded voice thus dramatically increasing the quality of service but not the number of contact. We prefer the quality to high volume numbers that might put under pressure our organization to obtain marginal performance.

1. The exclusive area of the agents

To all the Agent, in LAN and / or WAN area, is assigned an exclusive area which is identified by the international telephone country code, national country code, city code and party code numbers. The outbound and inbound calls made within that area should be managed by the server ad as soon as the called party answer a) it start playing the greeting and introductory message b) set a conference between the parties: server number, called party and agent. The agent should get on his screen the called party record anyway.  Just in case the lead need support and call in, his call ought to be diverted to the agent who contacted him first. The interpersonal relation even though is made through the web is an important marketing factor.  If the agents deem that the call should be transferred to the Support & Service division he/she’ll do it in few seconds thus meeting the calling lead needs. We know that this feature belong to the Call Center but we wanted you to know how the communication process should work between the system who is calling and the called party, and vice versa.

1.4 Agent Pre recorded greeting and introductory messages

The prerecorded messages will be a good number and  different from one to the another, also played in different languages. So far SPD should be enriched by a GUI to allow the admin setting the message to be played for that campaign by specific area agents.

1. vTigerCRM  (the CRM is all about DB)

The outbound call should be executed by the server forwarding  the record to the Agent (vTigerCRM) and the call (voice) to the party being called.  On the agent screen ought to appear the entire record  as soon as its number is dialed or the called party answers.

1. Elastix and Soft Phone

The inbound calls should be answered by the Agent through any standard soft phone that will bump up on his screen as soon as a call comes in. This apply in case the caller is a new potential client, otherwise if the caller is already an account or a new lead, whose data have been recorded in the systems DB, by detecting the CLI the system will bring up on the agent screen the entire record of the calling party. vTigerCRM and Elastix DB should always be aligned.

1. The Providers

Those who willing to bid on this project must have an in depth knowledge and competencies about:  Elastix (Asterisk), vTigerCRM (MySQL) and of course PHP. We do not want to use ViciDIAL but only the distribution described running on Linux CentOS.

1. Reporting

Reporting daily is fine. Works should be accomplished on your own server or one of ours. At your choice.

1. Payment / Delivery

To be agreed.