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YOUR GUIDE TO:The Technology Group’sHALO Predictive DiallerIncrease agent productivity by 300%In your Call Centre
“ Technology and business are becominginextricably interwoven. I don’t thinkanybody can talk meaningfully about onewithout then talking about the other. ”Bill Gates
BOOST EFFICIENCY IN YOUR CALL CENTREAND GET MORE FROM YOUR AGENTSWITH THE BEST HOSTED PREDICTIVE DIALLERThe Technology Group HALO predictive dialler service willhelp your agents focus on talking, while delivering aconsistent, high quality customer experience. It automatesthe process of making large volumes of calls, usingstatistical algorithms in predictive dialling mode. So, youcan minimise the time agents spend waiting betweenconversations, while minimising the chance of someoneanswering when no agent is available.Increase your talk time to50 minutes per hourMore than a diallerThe Technology Group HALO offers a full contact centre service. That means you get a powerfulpredictive dialler, full PBX service features, and inbound call management. Delivered as a hostedservice, it is available at a fraction of the cost of an in-house dialler, No CAPEX budget or ITdepartment support required. Don’t let size or legacy systems slow you down. Stay flexible,respond to changing demands, and deliver better service.Get started quickly within 24 hours214Dialler set upFree Consultation &System specificationThe Technology Group HALO Product Sheet3TrainingUpload list5Start calling2
Why use a hosted dialler for your business?Boost productivity by 300%Data PenetrationDowntime diasappears. HALOfilters out numbers with bad callresults like busy, no answer andunobtainable. Agents receive a steadyflow of connected calls enabling themto talk for up to 50 minutes in thehour.Maximising your return meanskeeping data costs low and datapenetration high. A predictive diallerfinds duplicates in your data anddrives faster penetration rates bydesign. And you’ll have the accuratedata penetration stats to prove it.Monitor performance in real-timeComplianceFind out what’s working and what canbe improved. A hosted dialler givesyou instant visibility over performance,campaign objectives and listpenetration.Conducting a telesales campaignmeans meeting the demands ofOFCOM and PCI compliance. Runningas a hosted solution on our fullyaudited, highly redundant and secureinfrastructure, HALO is compliantas standard.Delight customersScale to suit your needsAutomated follow-ups, call scheduling,and call dispositioning won’t justsave you time. By eliminating manualerror, workflow automation helps yousuccessfully deliver against customerservice expectations.A hosted dialler and hosted telephonycan instantly grow or shrink as yourbusiness demands. So you can runa small team or hundreds of agents– without paying for seats you don’tneed.Build a happier teamScriptingThere’s nothing fulfilling aboutwasted hours dispositioning calls orscheduling callbacks. A hosted diallerautomates these dull, repetitive tasks,improving Agent morale and ability tohit targets.With intelligent scripting, when acall is connected, your Agent isautomatically presented with thecorrect script, keeping every call onmessage while dramatically improvingcustomer service delivery.Even more powerful.CRM IntegrationWorkflow AutomationContinue to use your familiar, legacyCRM, Many leading CRM systemsincluding Salesforce, MicrosoftDynamics, Bright Office and ZohoCRM integrate easily with TheTechnology Group HALO predictivedialer.Automate tasks from dialling torecording calls and sending follow-upmaterial. Keep service quality high,eliminate manual errors all whilekeeping your costs low and your agentson calls, working from the interface theyknow – your CRM.The Technology Group HALO Product Sheet3
Examples of workflow automationAutomate the process of calling contacts from the CRM interface.Automatically send documents to clients such as a quote or order confirmations.Load a lead directly into the dialler from a web site form for instant call back.Build a sales order using a web-based agent script which is then executed instantly.Automatic call recording.Synchronise hosted dialler database with CRM database.Control dialler functions (eg dial, end call, disposition) from CRM interface using API.Update CRM records based on Dialler updates.Add custom buttons on the CRM interface to control the dialler.Send SMS messages from CRM triggered by hosted dialler entries.Trigger workflow automation based on dialler disposition (eg send quote and follow up in 3 days).SMS a lead to a sales rep including all contact information in one mouse click.Screen pop the CRM client record on call connect.Automatically load a call list from the CRM database for daily calling from the dialler.Click to dial from within the CRM interface through the dialler.Who benefits from a hosted diallerContact Centre ManagerRegular tasks are quicker from uploadinglists, listening to calls to checking campaignperformance. So you can spend more timecoaching agents to perform at their best.Call Centre AgentsNo more mundane tasks like calldispositioning, callback scheduling and clientrecord updates. Your agents feel empoweredto stay productive – and meet their targets.MDYour CustomersYou no longer have to carry the costs of anysystem excess capacity and there’s no capitalexpenditure. It also helps improve the ROI ofyour data lists and ensures OFCOM and PCIcompliance.Automated callbacks, accurate dispositioning,and integration with customer relationshipmanagement systems (CRMs) including ZohoCRM, Bright office, Microsoft Dynamics andSalesforce help you give customers theservice they deserve.The Technology Group HALO Product Sheet4
HALO System FeaturesSystem FeaturesSend SMS from agent web interfaceFully Hosted ServiceScheduled Call backsQuick & Easy set upIntelligent queues, repeatable menus for holders, auto callbackUnlimited Campaigns, Lists, Lines, AgentsWorks with SIP, PRI, T1 or Analog linesScalable to 3000 simultaneous calls.Inbound, Outbound and Blended call handling100% Ofcom compliantPCI compliant payment processingWorkflow automation using CRM workflow engineCustomisable Wall board display from any web browserEasy list upload via web list loader or SQL methodOutbound broadcast and predictive dialer modesIVR,queueing, ACD, skills routing.Web agent interface for predictive dialer admin and agentaccessConfigurable database field labelsInsert leads from web formsCustomisable SQL column headersThree-way callingIntegration with CRM applicationsTried and tested with Zoho, Salesforce, Bright office, Sugar,VTiger & moreAPI using http, XML or customAutomate SMS / EMail send based on DISPO codeAutomate callbacks from CRM workflowScreen pop client recordSynchronise data between CRM and hosted diallerWeb form lead insertion into diallerControl dialler functions with CRM APIClick to dial from CRM interfacePush leads to CRM keeping raw data on diallerAuto lead loading via ftp or mySQLEmbed CRM interface into agent desktop screenPre-loaded disposition code systemTrigger workflow / business process automation from diallerCall barge and listeningPBX features included for ManagersAutomated SQL back up processListen to active callsWeb based data export utilitiesDirect inbound and outbound dialling (bypasses dialer).Auto CLI presentation based on postcodeVoicemail with email notification.Email delivered to free agents like a callHunt groups (eg ring all).Outbound Email from agent interfaceIVR / auto attendantCall recording with storage for a minimum of 6 monthsConferencingDisplay a static or active script to the agents on call connectHold, transfer, parkReal time reporting3 digit dialing to colleaguesAgent FeaturesAudible alarm for new queued callManual click to dial mode with data previewingView inbound call queue from agent interfaceCustom SIP web phone built into agent interfaceClick to take a queued callCall recording, monitoringFree calls to colleaguesReal time call reporting.SecurityHigh spec dedicated server with 100Mbps Internet.Inbuilt firewall for IP address filteringIPSEC VPN support for remote agents for secure logging onDatabase SpecificationsOn site requirementsDatabaseSIP phone or DDI number for agent log in.Dedicated mySQL server with RAIDWeb browsers Chrome, Firefox or IEClustering and mirroring options100Kbps of bandwidth for each agentPCI compliant infrastructureFirewall capable of handling voip and optional VPNIP address access filtering with dedicated firewallCategory 5-6 cabling networkAPI, web and ssh accessBroadband or leased line internet connectionMinimum 500Gb storageAuto copy of new rows via API to other appsThe Technology Group HALO Product Sheet5
On-premise vs hosted?Cloud services are becoming an integral part of many companies’ business and technology strategies. It’s no longerthe case of IF you move to the cloud, but WHEN you make the move. When evaluating a hosted dialler, there are 6major differences that lead organisations to choose hosted technology over on-premise solutions.On-premiseHostedHigh Dialler costsLow Dialler costsOn-premise predictive diallers are expensive. A 20seat, blended dialler with call recording, for example,can cost around 50,000. Add to that the additionalcosts of annual license renewals, maintenancecontracts and ISDN line rentals. As a result, return oninvestment (ROI) is slow.Our hosted dialler has a fixed monthly cost startingfrom 35 per seat. A 20 seat HALO diallerwould cost 700 per month. When comparedwith a premises-based dialler at 50K, the ROIfor HALO is virtually instant, with increasedproductivity outweighing the cost of the monthly fee.High Server costsNegligible Server CostsServer hardware is expensive. Add in licensing costs.Plus, costs for housing this equipment in a secure,temperature controlled environment. Plus, staff arerequired to maintain everything. Network Security ora Network Engineer at 90K plus a Sys Ad at 40K peryear.Our hosted dialler uses a broadband internetconnection for outbound communications. In theunlikely event of a failure, agents can continue workfrom home or an alternative office. They can useavailable landlines or mobile phones to continuecalling. Inbound calls can be re-routed to a landlinecircuit or mobile phone.Power supply with low fault toleranceResilient, Cost effective Power SuppliesIt’s unlikely that a typical on-premise dialler canprovide high fault tolerance in its power supply. Plus,energy costs are high and a challenge to reducewithout best practice operational procedures.Power supplies in our data centre have diverse routingwith automated generator backup, ensuring highresilience. Energy consumption costs are managedthrough best practice and increased buying power forsmart energy purchases.High cost performance scalabilityLow cost performance scalabilityAs teams of agents grow, problems can occur withdialler loading, which leads to diallers needing to bereplaced and re-installed. Users have to bear the fullcost of replacement and installation.For customers of our hosted diallers, the replacementof diallers is free or included ina low service fee.High cost outbound linesLow cost outbound linesFor on-premise solutions, outbound lines need toconnect directly to the premise. A 20-seat teamneeds up to 100 lines to allow for 4:1 ratio dialling andadministrative calls. 100 ISDN lines will cost around 1,200 to 1,500 per month.Available bandwidth is the only restriction for a hosteddialler. Bandwith reach of 100Mbps is equal to up to3000 lines. The cost for line rental is negligible, andincluded in the monthly service fee.High cost Upgrades and MaintenanceNo Upgrade CostOn-premise diallers normally require a site visit forserver upgrades and maintenance at a cost to thebusiness. Consequently, they’re often not as up todate.A hosted dialler is a managed service, so upgradesare included in the cost of our service.We are responsible for the server’s availabilityand maintain it regularly.The Technology Group HALO Product Sheet6
Head Office :The Tannery,91 Kirkstall Road,LeedsWest YorkshireLS3 1HSLondon Office :37th Floor,1 Canada Square,Canary Wharf,LondonE14 5AAMain0845 450 7444Support0845 450 6999Emailinfo@technology-group.comTelephone Systems Hosted Telephony Connectivity Lines & Calls Mobiles
Update CRM records based on Dialler updates. Add custom buttons on the CRM interface to control the dialler. Send SMS messages from CRM triggered by hosted dialler entries. Trigger workflow automation based on dialler disposition (eg send quote and follow up in 3 days). SMS a lead to a sales rep including all contact information in one mouse .
