Why alfa PDS?

Alfa PDS system is an autonomous efficient platform for carrying out the outbound campaigns. It appears from the analyses of various outbound campaigns  that successful calls constitute only  25% to 35% of all the selected numbers:

• About 10% of calls are answered by  fax machines, modems, IVR systems and answering machines
• Error connections – up to 5% (fixed-line networks)
• Abandoned calls constitute  40% to 60%
• Busy numbers – about 5%.

Alfa PDS system deals with the inconveniences when such campaigns are to be handled manually. The system can work in three modes of setting up a call:  

• Preview
• Progressive
• Predictive

In the most efficient mode – predictive – the  system uses adaptive algorithm developed by Alfavox, which adjusts a number of calls to the character of campaign, quality of contact base and specificity of agents’ work.  As a result we achieve optimal efficiency of the agents’ work. This mode enables to generate more calls than the number of agents available to handle them (overcalling). It reduces time spent by the agent on waiting for a call to be set up to minimum. Efficiency of an agent increases even by 150% in comparison with the calls dialled manually.

Alfa PDS system may be connected with the telephone exchange in two ways  - before or after the telephone exchange.

Business advantages of alfa PDS system 

• Increase of efficiency of the agents work  up to 150%
• Support of agent’s work with scripter application
• Real return on investment in a very short time
• Collection of data during conversation with the customer
• Access to contact history
• Integration of the system with the existing telecommunications infrastructure, including PBX
• Possibility to integrate with the existing call center sysyem (inbound) - when the customer already has call center system handling inbound traffic, alfa PDS system functions as the integrated module generating outbound traffic
• The system may be implemented at the customer’s premises without necessity to replace telecommunications infrastructure
• The system integrates with any PBX and leading call center systems, therefore it guarantees security of the investment in case of future replacement of the telephone exchange or call center system.
   

Basic characteristics and functionalities of alfa PDS system 

• Administration of marketing outbound campaigns 
• Support for call center business processes in outbound traffic
• Possibility to realize many outbound campaigns simultaneously
• Possibility to carry out blended outbound/inbound campaigns
• Possibility of flexible sharing the agents within the campaigns
• Possibility to monitor availability of agents
• DirectToAgent mode, with no need to integrate with CTI (Computer Telephony Integration) link of the telephone exchange
• Preview mode – agent sets up a call, enables to carry out campaigns of a specific character
• Progressive mode – the system sets up subsequent calls when agent is available
• Predictive mode – number of excessive calls is controlled by adaptive algorithm in order to increase efficiency of agents
• Possibility to perform  automated actions – after setting up a call the system plays the defined announcement without the need to transfer a call to an agent
• Automated recognition of statuses of calls generated from signalization e.g. unknown number, answering machine, fax, busy, etc.
• Possibility to edit customer data
• Possibility to build call scripts
• Possibility to dial a number directly from the telephone set
• Recording – call logging
• Screen View – possibility to see the current view of the agent’s screen
• Extensive scope of report data with possibility to export data to MS Excel format
• Basic set of reports providing information about:
  • Telephone number
  • Attempt status (answered, abandoned, busy, incorrect number)
  • Number of calls per agent
  • Billing information
  • Results of survey carried out with the customer
  • Course of conversation with the customer
  • Efficiency of particular agents
  • Results of campaigns (e.g. number of sold items)
  • Customer’s contact history