Tech Watch: Wish Upon TouchStar
March/April 2008 Issue
By: Keith C. Smith
Scheduled for release in March, there is still little being revealed of TouchStar’s 2008 iteration of Enterprise Collections System. New features known so far include a predictive dialer update, which includes a best-time-to-call analytic that determines when a debtor will most likely answer, says Brian Smits, global director of marketing for the Denver-based company.
With the new system, TouchStar call centers will be able to “connect agents across the world from offices or home, through an IP or a traditional telephony connection,” Smits says. The system will include an enhanced user interface that incorporates web connectivity.
The system also supports SMS text-messaging, though it’s still uncertain what capacity collection agencies may utilize that feature, since laws on the issue are ambiguous.
The TouchStar system is geared toward large and midsize call centers. Among the most popular returning features are a unified communication platform for inbound, outbound, and blended call centers and modular components that facilitate the addition of new features in line with growth.
