The ideal solution for organizations handling high volume telephony traffic for customer care, helpdesk or telemarketing. It dramatically improves call service levels and enhances customer satisfaction and agent productivity. It offers Automatic Call Distributor, Interactive Voice Response, Predictive Dialer, Screen pop-up capabilities. Voice Logging, Voice Messaging and Management Features on a single platform minimizing integration issues and reducing cost of ownership.

User Benefits

Save Time and Money
It allows you to minimize integration risks and costs through its singly architect solution, thus saving you from the investments in patching up solutions from multiple vendors. Instead, it allows you to focus more attention on delivering excellence in customer service.

High Flexibility
It provides high flexibility to enable and extend customizable business solutions through published, open APIs allowing easy integration with any database, e-mail, telephony or web- interaction solution.

Enhanced Efficiency
It allows better agent utilization through its feature rich ACD, outbound calling system, customized IVR and call blending features.

Ease of Operations, Customization and Change
It dramatically decreases IT dependency enabling your call center to reduce costs and improve efficiency at the call center.0

Maintain Control
It allows you to maintain complete control over your call center and thus shape your customers' experiences. The system provides features like online ACD configuration, dialer campaign updation thus increasing productivity, improving customer satisfaction and reducing call center costs.

Rich, customizable reporting
It allows users to view standard reports or build customized reports based on historical data.

A Singly Architected Solution

Perfect Match ACD
(Automatic Call Distributor)
Skill Based Routing
Multistage Call Handling
Call Blending 
Online Updation
Queue Priority bv Service
Chanqe of Call Priority while call is in queue
ANI/DNIS based Routing
Time Specific Routing
Date Specific Routing
Intelligent Announcements
Confiaurable Queue Music Configurable Announcements
Blacklisting
White ListingIVR Input Based Routing

Perfect Dial Outbound Calling System
Multi Campaign Support
Online Updation of Campaign Parameters 
Campaigns Start/Stop Individually
Preview Dialing Mode
Predictive Dialing Mode
Answering Machine Detection
Screening of Fax
Screening of Modem Responses
Callback Initiation from Website
Callback Initiation on Message Drop
Callback for Particular Agent
Rescheduling Options
Maximum Tries Limit
Action on Crossing Tries Limit

EasyAgent Soft Phone
Get Synchronized Pop Up of Customer Data withCall
Handle ACD Calls
Handle Outbound Calls Initiated by PerfectDial
Initiate Outbound Calls Manually
Hold
Transfer
Conference Calls
Send Messages to Other Agents
Send Messages to Supervisor
Initiate Voice Logging
Listen to Voice Messages
Wrap Up Configurable
Session Break

Easy Supervisor Supervisory Features
Silent Monitoring
Coaching
Barging
Sending Text Message to Individual Agents
Broadcasting Message to Agent Group

Perfect Voice: Voice logging
Unlimited Digital Recording
Recorded Anywhere on the Network Agent Initiated Supervisor Initiated System Initiated.Retrieval GUI

Voice Messaging
Available on All Channels
Integrated Call Back

Easy Monitor: Management Information System
Status Alarms
Event Alarms
Online System Status Information
Online Agent Status
Exception Reports
Trend Reports
Standard Historical Reports
User Configured Reports

Interactive Voice Response (IVR)/Fax On Demand (FoD)
Easy Customization
IVR to Agent Transfer

Integration with databases
ODBC Compliant Databases

Application Development andIntegration Through APIs
Agent Call Control API
Service Writers API
System Administration API

Industry Standard Platform

Call Center Server
Rack Mounted Server Grade PCP-lll-850Mhz,768 MB RAM, 9 GB Hard Disk
OS: Windows 2000/NT Server 4.0, Free slots for Dialogic Cards

Agent Station
P 11-350 MHz, 64 MB RAM, 4.3GB Hard Disk,OS: Windows 2000/NT workstation, SVGA 17"Color Monitor, Dialogic compatible headsets without dialer

Other Pre-requisites
LAN: TCP/IP 100 MBPS,
Telephony Cards: Dialogic
MSI-80/160/240 - Agent Connection
D41ESC/D120JCTLS-Analog PSTN Interface
D160 SC-LS - Analog PSTN Interface
D300/600 SC El -Digital PSTN Interface
D240/480 SC T1 -Digital PSTN Interface
D80/160/240SC-Voice Resource

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Case Studies

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