Predictive Dialers: Call Magic Feature List:

 Seamless Predictive Dialing:  

·         One of the most advanced dialing system capable of connecting to the agent at the shortest time, optimized to minimize the wait time of agents between live calls.

·         Supports Answering Machine and S.I.T. Frequency Detection enabling Auto Detection of Fax Machine, Answering Machine, Busy Tone and Telco Tones.

Call Center Solutions | Dynamic Call Blending: 

·         Supports dynamic all blending enabling the agent to receive Inbound Calls as well as, make Outbound Calls.

 Multiple Dialing Modes: 

·         The flexible architecture allows the user to concurrently operate campaigns in: Predictive, Automatic or Manual Mode.

Call Center Solutions | Multiple Campaigns: 

·         Runs multiple campaigns simultaneously.

·         Each campaign can be assigned its own unique set of agent scripts and call disposition codes that agents use when calls are completed.

·         Campaign Management and Monitoring.

PC-Based Telephony, Call Processing features: 

·         Dial Next Number facilitating Auto Dialing,

·         Park Call (Queue the call),

·         Call Back, a dialog box starts blinking on the agent screen (agent only option selected) or on all agent screens (anyone option selected) when a call back is scheduled.

·         Barge (Remote and Local) and Hot Transfer facility,

·         Predefined scripts, facilitates agents to view sample in-built predefined scripts (set of dialogues) while handling calls.

·         DNC (Do Not Call facility) enables to have a predefined list of numbers that are barred form calling.

·         Hot Key Option enables an instant view to the customer information while hanging up.

·         Call Transfer (to Agent, PBX, Outside #),

·         Music or Message on hold, etc. all from the PC workstation and without using the telephone.

Call Center Solutions: Call Recording, Monitoring and Conferencing:  

·         Manages 100 % digital recording and monitoring of all conversations between call center agents and contacts.

·         Real Time Call and Agent/Campaign Reporting (CDRs):

·         Displays both campaign and agent wise reports and statistics.

·         Monitors call progress in real-time as well as dispositions and results simultaneously.

·         Keeps track of multiple events as it dials, including agents log in/log out, online reports, agent wise reports, campaign wise reports, disposition reports, etc.

·         Provision of Carrier Switch CDR Reconciliation Reports (both agent and campaign wise) using industry standard Crystal Reports.

Call Center Solutions:  Add On, In-Group Features:

·         ACD with Intelligent Routing (using DNIS, ANI and DTMF) checks a database and routes calls to the agents most skilled at meeting a particular need, increasing efficiency and customer satisfaction.

·         Digital Receptionist, enabling answering the inbound phone calls without a need of an operator or receptionist.

·         Agent login in multiple Inbound Groups.

·         Voice Mail facility, mailboxes can be set up for every CSR so they'll never have to miss an important call again.

·         Multi-Campaign IVR lets contacts use their touch-tone telephone to find the information they need and avoid waiting in call queues. Fewer agents are therefore required.

·         Automated Post-Call Processing, auto records and archives all details after the call efficiently for future use and training.

·         Quality Monitoring follows a predefined quality policy enabling Call Magic Quality Assurance. 

Database Integration: 

·         The software is controllable by, and can be integrated with, host or legacy database systems via its flexible interface.

·         The database can work standalone or merge with the Customer's existing Client database.

Call Center  Predictive Dialers |Call Center Solutions:  24/7 “Centre of Excellence”  

·         Provides 24x6 tech chat support to customers over 20 countries.

·         Our technical staff actively monitors your online calls, bandwidth and carrier Gateway status remotely, and assists you in sorting our configurations and problems as faced by you from your carrier.

  
Call Magic supports Answering Machine and S.I.T. Frequency Detection

Answering Machine Detection (AMD) and Special Information Tone (SIT) Frequency Detection are critical issues in call center operations. Call Magic detection algorithm, accuracy of detection, and speed of detection are the components of AMD and SIT Detection that are explained as follows: 

Call Detection Algorithm: Call Magic call detection algorithm is based on three types of detection: Cadence Detection, Frequency Detection, and Voice Detection, elucidated:

·         Cadence Detection refers to the identification of patterns that are created by the alternation of sound and silence in the detected signal. Cadence Detection returns information on whether a signal is a “No Ringback”, Live Connect, No Answer, or a Busy signal.

·         Frequency Detection refers to the frequency or pitch of the signal.

·         Voice Detection refers to the identification of live or recorded human voice characteristics in the signal.

These three types of detection, in combination with DSP (Digital Signal Processor) technology, are the primary elements that are used to determine the tone definition of a detected signal and supported by Call Magic Call Detection Algorithm.  

SIT Frequency Detection: SIT Frequency Detection enables to identify Special Information Tone sequences. SIT Detection can identify almost any single-frequency tone between 300 Hz and 2100 Hz. Call Magic uses SIT Frequency Detection to distinguish between four common SIT sequences: Operator Intercept, No Circuit Found, Vacant Circuit, and Reorder (system busy). Each of these SIT sequences is represented by a unique, system-applied disposition code added in the application.  

To conclude, Call Magic provides the powerful, accurate, and flexible Answering Machine and SIT Frequency Detection that is required by today’s competitive communications market.

Predictive Dialers: Call Magic Benefits:

·         Engage in personalized, efficient interactions that produce a positive experience and promote future sales opportunities             

·         Maximize productivity and provide premium service to customers using sophisticated predictive dialing algorithms and agent empowerment tools.             

·         Effectively manage campaigns using flexible, robust list management & decision support tools.  

·         Improve agent efficiency and reduced idle time - Significant reduction of unproductive agent time.

·         Leverage existing investments with Computer Telephony Integration (CTI) and third-party product integrations.

·         Increase productivity by ensuring agents spends their time talking to customers and prospects, rather than non-live contacts.

·         Employ security measures that support adherence to corporate and industry regulations.

Predictive Dialers: Call Magic Application  

Call Magic Application is distinguished at 2 levels: Agent Interface and Admin Interface. 

Agent Interface: 

The Agent Interface allows agents to easily view Customer Information clearly and quickly on their monitor. It also shows the call status, time, channel details and call status. This "one-click" interface allows the agent to maximize time efficiency and maximize call volume.  

·         Agents take and disposition calls, schedule callbacks, capture contact information and notes, and update legacy databases.

·         They have access to sophisticated call processing features such as Dial Next Number, Park Call (Queue call), schedule Call Back, Barge (Remote and Local) and Hot Transfer, view Predefined Scripts, Hot Key Option, Call Transfer (to Agent, PBX, Outside #),  Music or Message on hold, etc. all from the PC workstation and without using the telephone.

·         They can set up conferencing of calls to third parties as well as receive inbound calls and "make" predictive or automatic calls. All this can be done from a single, simple user interface.

 Admin Interface:  

The Administrator Application is an integrated set of utilities to assist with Campaign Design and Management. Standard reports can also be initiated and printed from the Administrator Application. Some of the functions performed from the Administrator Application are as follows:

·         Web Based Administrative screens for management consoles.

·         Agent setup and security management.

·         Complete campaign setup and configuration.

·         Database selection criteria and outbound campaign loading.

·         Real time Call Statistics and Agent Reports.

·         Standard and customized system reports.

·         Total customization for complete business needs.

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