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TouchStar 2008 Call Center Software
Overview
TouchStar's premier call center software and predictive dialer is a complete solution for outbound, inbound, and blended communications.
You can empower your medium to enterprise sized call centers with a world class TouchStar system that delivers robust features, reliability, and scalability.
Call Center Features
- Outbound, Inbound and Blended Telephony
- Predictive, Power, Preview and Manual Dialing Options
- VoIP and Analog Telecommunication Options
- Multiple ACD and IVR Features
- Compliance Management
- Custom Integration
- Quality Assurance
- Reporting
- Recording
- Scripting
TouchStar's 6 Primary Modules for Call Center Management:
Call Center Features
Outbound, Inbound and Blended Telephony
TouchStar Call Center 2008 allows call centers to run outbound campaigns, inbound campaigns, or blend both inbound and outbound campaigns. Inbound campaigns provide screen pops with customer information. You can also implement the “Click to Call Back” feature on your website, for immediate response. Outbound campaigns can be run in several dialing options including Predictive, Power and Preview dialing. Call blending seamlessly combines the two campaigns prioritizing inbound calls to reduce hold times and dropped calls.
Predictive, Power, Preview and Manual Dialing Options
With predictive dialing you can increase your contacts rates by over 400%. TouchStar is a global leader with their proven predictive dialing algorithm. Each dialing option is by campaign giving you the flexibility needed to run your call center.
VoIP and Analog Telecommunication Options
TouchStar 2008 telecommunications platform is capable of traditional and VoIP line and agent connections. This allows you to take advantage of Voice over IP in stages rather then forcing you to adapt the new technology. With VoIP agent connections it is easy to implement remote agents providing you the ability to expand you call center work force without increasing your expenses.
Multiple ACD and IVR Features
TouchStar has created a robust library of ACD and IVR features, including skills based routing, self service, and allowing real time modifications. TouchStar prides themselves on their IVR Maker allowing you to implement the solution that is unique to your needs.
Compliance Management
As your business partner, TouchStar has developed many tools to assist you in complying with Federal, State and Local regulations including Time Zone management, Do Not Call Lists scrubbing, Caller ID Settings, and more.
Custom Integration
TouchStar is built on standard Microsoft software technology; our call center software clients benefit from the ability to easily integrate other applications and data sources into TouchStar's call center software. We are Microsoft Gold Partners and can aid in the configuration of your call center software.
Quality Assurance
Manage your call center with several tools to ensure the highest levels of quality and customer satisfaction. TouchStar Call Center includes tools such as Call Monitoring, Coaching, Barging, Conferencing, Recording and Scripting. We also include the ability to capture completed call monitoring scores in our Quality Analysis tool to simply agent training and management.
Reporting
TouchStar understands the importance of reporting for Call Center management and have built a robust application allowing you to run real time or historical reports. We have over 100 canned reports or you can create customized reports to meet your needs.
Recording
Call Recording is an important function of many call centers. Call Recordings are used for agent training and for compliance management. With TouchStar call recordings can be initiated by the agent, supervisor or set automatically as a campaign setting. We also included a utility to easily search, manage and archive the recordings.
Scripting
TouchStar 2008 Scripts allow for extensive branching and logic making them flexible for your call center needs. You can capture and send data instantly and edit scripts real time.
Call Center Modules
Administrator call center software includes utilities to initiate and manage the system.
- Create Campaigns
- Create and Modify Call Lists
- Create and Modify Agents, Skills, and Permissions
- Recording Search
- Data Import, Export, and Batch Reports
- Compliance Requirements
- Outbound Dialing Settings
- Quotas and Goals
Supervisor call center software provides real time data to make informed decisions while projects are running.
- Run Multiple Blended Campaigns
- Queue Management
- List Performance & Penetration
- Agent Performance
- Real-time statistics and graphical reports
- Visual Supervisor
Agent call center software includes easy to use tools that minimize training time and ensure consistency.
- Connect Calls with an Immediate Screen Pop of Customer Data
- Pop any Web Based Application Within the Agent Window
- End and Log calls with Customizable Result Descriptions
- Scripts Integrate with Web Services, Email, Fax, and Databases
- Scripts Enable Entering, Viewing, or Editing Data
- Scripting with Branching and Logic
- Instant Messaging with Agents & Managers
- Transfer and Conference Calls
- Monitoring and Coaching
- Recording
IVR Maker call center software is a graphical interface for building IVR routines.
- Database Lookup
- Queue Routing
- Skills Based Routing
- Text to Speech Option
- Voice Messaging
- Customer Self Service
Reporter allows you to manage your call center with detailed data. Utilize the many reports provided or create your own custom reports. All reports can be exported to multiple file types and can be scheduled for automatic delivery via email. Real time data is viewable in Supervisor.
Predictive Dialer increases your contacts rates by over 400%. TouchStar is a global leader with their proven predictive dialing algorithm.
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