AroTRON™ Telephony Platform

The dialing platform is a critical component of any telemarketing, high-volume receivables or collection management system. It is widely accepted that a machine that can independently dial phone numbers is more productive and cost-effective than individual agents placing calls. A predictive dialer is able to identify answering machines and automatically bypass bad numbers, no answers or busy numbers. Every traditional predictive dialing model will start dialing prior to an agent becoming available to take a call - the result is that an agent can receive a new call a short time after the previous call has been completed (the time is referred to as the wait time).

AroTRON™ telephony platform will constantly adjust its dialling pace to match extremely rapid changes in campaign conditions, allowing the dialler to reach the perfect balance between wait times and abandoned calls. The pacing is automatic and can not be adjusted by the user - you are only required to define the abandoned call rate that is acceptable. We will even cope with all extreme dialling conditions e.g. 80-90% no answers and/or answering machines.

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The AroTRON™ telephony platform basic modules are summarized below:

Campaign Manager - Light Scripting

Execution of outbound telephone campaigns with automated real-time agent management, and workload management capabilities, along with workflow (scripting) and questionnaire capabilities designed to facilitate agent performance and increase productivity.

Preview / Progressive Dialer

When operating in the Preview mode, the Dialler will place a call to a customer from the selected campaign, only when the agent has declared himself/herself as being available to handle calls (i.e. not busy talking to another customer). Under this mode, a single line is used per agent. In the Progressive operating mode, the agent assumes full control over the Dialling process. As a result, an arbitrary amount of time may be spent by the operator as he/she goes through the programmed actions scheduled for the day and decides which one to carry out.

Predictive Dialer

Under the Predictive operational mode, the dialler places calls to customers whose accounts fall under the selected Campaign, by placing a number of simultaneous calls as specified in the Campaign settings and by taking into account the current workload of each agent. Without user intervention, the system automatically passes on any successful calls to the agent and at the same time retrieves and displays the associated Action screen with all the necessary information in order for the agent to carry out the session and input the necessary data. Using Predictive dialing mode the cal center realizes significant increases in agent productivity and resource optimization.

Inbound

Management of incoming calls, automatic screen pop-up of caller's file (via CTI capabilities) and routing of the call to the appropriate agents based on predetermined criteria.

AroTRON™ CTI

It represents t he integration point between AroTRON™ CRM and the call center , ensuring that high - quality information , like customer profile, customer metrics, etc., is stored and enriched with data collected from the call center.

Combined AroTRON™ Collections and Dialer Reporting

Generation of a number of Reports which combine historical data drawn from the Dialler platform and Business-related data drawn from the AroTRONT Collections database, such as:

Call centre Results / Statistics in association to predetermined business targets
Payment promises in relation to average call duration
Evaluation of Campaign data quality through call centre statistics and results (i.e. payments made)
Server-side engineering

Dialing Systems Supported

Fully integrated dialing platforms include:

Cententia represents Sytel Dialing solutions in Greece. Sytel has been supplying world-class predictive dialing software to the global call center market since 1997. Its main principals have in excess of 80 years experience in information technology and marketing, in the UK, Europe, North America and Oceania.

Sytel works with its business partners to bring the outbound market not just the best in predictive dialing technology, but also to set new standards for responsible dialing. The strict limits the company sets in its products on dialing rules have been welcomed not just by vendors and end-users but also by national Direct Marketing Associations and legislatures around the world. Sytel is working with them to help develop and implement sound codes of dialing practice.